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Mayur Dongre

@mayurdongre

Service delivery leader at EQUIFAX ANALYTICS PVT. LTD. who directed ANZ and global BFSI operations and managed 25+ member teams.

India

Message

At EQUIFAX ANALYTICS PVT. LTD., I directed regional production service delivery and application operations for ANZ and global BFSI environments. I enforced ITIL-aligned incident, problem, and change practices using ServiceNow, and managed 25+ member cross-functional technology teams.

Previously, I led a 50+ member application and infrastructure support organization at TECH MAHINDRA LIMITED, supporting BASF across APAC and global regions. At VODAFONE INDIA SERVICE PVT. LTD., I managed 24×7 application support operations for Vodafone Europe and led a 20+ member team applying ITIL practices.

Experience

Work history, roles, and key accomplishments

Sr. Service Delivery Manager (BFSI)

Equifax Analytics Pvt. Ltd.

May 2024 - Mar 2026 (1 year 10 months)

Directed regional production service delivery and application operations for ANZ and global BFSI environments. Enforced ITIL-aligned Incident, Problem, and Change Management practices using ServiceNow and managed a 25+ member cross-functional team.

ITIL ServiceNow Incident Management Problem Management Change Management SLA Management KPI Management Team Leadership Stakeholder Management Escalation Management

Customer Success Manager

Icertis Solutions Pvt. Ltd.

Dec 2021 - Mar 2024 (2 years 3 months)

Managed Voice of Customer and end-user experience for global enterprise clients, capturing feedback to drive service quality. Supported 95%+ application uptime through proactive monitoring and technical coordination.

Customer Success Voice Of Customer service reliability KPI Reporting Stakeholder Management technical coordination

Service Delivery Manager

Nectar Infotel Solutions Pvt. Ltd.

Jan 2021 - Aug 2021 (7 months)

Managed end-to-end service delivery for India and global markets, standardizing delivery processes. Led a 40+ member cross-functional team of Business Analysts, Tech Leads, and SMEs, conducting quality and productivity audits.

Service Delivery Process Standardization Team Leadership Quality Audits Productivity Management

Associate Manager – Service Delivery & Ops

Tech Mahindra Limited

Aug 2017 - Oct 2020 (3 years 2 months)

Led a 50+ member application and infrastructure support organization for BASF across APAC and global regions. Managed major incidents, escalations, and change activities in accordance with ITIL standards.

ITIL Incident Management Escalation Management Change Management Vendor Management Operational Readiness Team Leadership

Deputy Manager – Service Operations

Vodafone India Service Pvt. Ltd.

Mar 2011 - Aug 2017 (6 years 5 months)

Managed 24x7 application support operations for Vodafone Europe within a global shared-services model. Led a 20+ member team applying ITIL-based Incident, Problem, and Change Management protocols to maintain SLA commitments.

ITIL Incident Management Problem Management Change Management SLA Management Team Leadership 24x7 Operations

Analyst – Infrastructure Engineer

Mphasis (An HP Company)

Nov 2006 - Feb 2011 (4 years 3 months)

Provided infrastructure operations and technical support for enterprise US-based clients (Kraft Foods, Goodyear) across Solaris and Windows environments.

Infrastructure Operations Technical Support Solaris Windows