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Sangeetha Nath

@sangeethanath

ServiceNow Program Manager at TechMahindra, driving SPM adoption and strategic initiatives across enterprise teams.

At TechMahindra, I develop project plans and drive end-to-end program management for ServiceNow SPM initiatives. I also create roadmaps and learning materials to support user adoption.

As ServiceNow Service Delivery Manager at TechMahindra, I managed service performance across six client accounts, achieving 98% SLA compliance and increasing customer satisfaction scores by 20% in one year.

Earlier, as SIAM Lead at Tech Mahindra, I led root cause analysis and corrective actions that reduced major incident recurrence by 40% over six months. At IBM and Mphasis An HP Company, I managed major and critical incidents and supported continuous improvement through post-incident reviews.

Experience

Work history, roles, and key accomplishments

Current

ServiceNow Program Manager

Current

TechMahindra

Feb 2026 - Present (9 months)

Led cross-functional teams to deliver strategic initiatives aligning with organizational goals. Developed and implemented project plans, ensuring timely execution and resource allocation in ServiceNow SPM.

ServiceNow Program Management Project Management Stakeholder Engagement User Adoption Roadmapping

ServiceNow Service Delivery Manager

TechMahindra

Mar 2023 - Jan 2026 (2 years 10 months)

Managed service performance across 6 client accounts, achieving an average SLA compliance rate of 98% and increasing customer satisfaction scores by 20% in one year. Drove continuous improvement initiatives and managed service escalations.

Service Delivery Management SLA Management Customer Satisfaction Incident Management Problem Management Change Management Vendor Management Stakeholder Management Budgeting Resource Allocation ITIL

Scrum Master

TechMahindra

Feb 2021 - Mar 2023 (2 years 1 month)

Worked closely with Product Owners to ensure backlog refinement and prioritize user stories. Successfully implemented scaled Agile frameworks (SAFe) across multiple teams, improving collaboration and reducing dependencies.

Scrum Kanban Lean SAFe Agile Backlog Management Agile Metrics Team Coaching

SIAM Lead

Tech Mahindra

Feb 2019 - Dec 2020 (1 year 10 months)

Led comprehensive root cause analysis investigations for significant events, implementing corrective actions that reduced recurrence by 40% over a six-month period. Drove end-to-end service management processes including Critical Incident, Problem, Change, Knowledge, and Release Management.

SIAM ITIL Incident Management Problem Management Change Management Knowledge Management Release Management KPI Tracking SLA Management Vendor coordination

Service Management Lead

IBM

Sep 2016 - Jan 2019 (2 years 4 months)

Drove service management processes including Critical Incident, Problem, and Change Management. Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.

ITIL Incident Management Problem Management Change Management Training Stakeholder Management

Major Incident Manager

IBM

Apr 2014 - Aug 2016 (2 years 4 months)

Provided immediate emergency response and incident management. Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.

Incident Management Root Cause Analysis Escalation Management Vendor coordination Post Incident Review

Critical Incident Manager

Mphasis An HP Company

Jul 2007 - Sep 2011 (4 years 2 months)

Managed cross-functional teams in resolving complex technical issues, ensuring swift resolution of critical incidents. Served as an escalation point for high-severity incidents, ensuring timely interventions and resolutions.

Incident Management SLA Management Escalation Management Team Leadership Review Meetings