Open to opportunities

Vanamali Matha

@vanamalimatha

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Experienced ITSM and Service Delivery Coordinator with global expertise.

India

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What I'm looking for

I seek a dynamic role that offers opportunities for growth, collaboration, and impactful service delivery.

I am an experienced ITSM and Field Dispatch Service Delivery Coordinator with over 3.5 years of expertise in managing end-to-end onsite technical support and field service operations. My background includes coordinating technician dispatches, scheduling work orders, and ensuring timely resolution of client-reported issues across various domains including Banking, Healthcare, and IT Services. I pride myself on my strong communication skills and my ability to drive operational excellence, which has been recognized through multiple awards for performance.

In my recent role as a Senior Analyst at Pomeroy Technologies, I oversaw ITIL-aligned service delivery for global clients, ensuring SLA compliance and seamless coordination among teams. My hands-on experience with ITSM processes and tools like ServiceNow and Jira has equipped me to handle complex service requests and logistics efficiently. I am passionate about client satisfaction and have consistently contributed to improvements in service delivery through effective issue resolution and proactive communication.

Experience

Work history, roles, and key accomplishments

Senior Analyst – Field Dispatch Service Coordinator

Pomeroy Technologies

May 2024 - Present (1 year 2 months)

Oversaw ITIL-aligned service delivery across global clients, ensuring SLA compliance and seamless coordination among Service Desk, L2 teams, field engineers, and stakeholders aligned with business objectives. Coordinated end-to-end field service operations for US-based clients, managing scheduling of technician tasks across multiple locations, ensuring alignment of engineer skillsets, availability

ITIL SLA Field Operations Scheduling Logistics ServiceNow SharePoint)AppGate

Analyst – Service Delivery Project Coordinator

DXC Technologies Private Limited

Sep 2021 - Present (3 years 10 months)

Delivered ITSM support for Deutsche Bank’s “Change the Bank (CTB)” initiatives across UK, US, EMEA, and APAC, ensuring seamless implementation of IT changes in both production and non-production environments while consistently meeting SLA targets. Oversaw complete Change Management operations throughout the infrastructure lifecycle, executing both technical and administrative tasks as per ITIL gui

ITSM Change Management Incident Management Problem Management ITIL ServiceNow SharePoint)SLA

Education

Degrees, certifications, and relevant coursework

Maharajah’s Post Graduate College

Master of Business Administration, HR & Marketing

Completed a Master of Business Administration with a dual specialization in Human Resources and Marketing. This program provided a comprehensive understanding of business management principles and strategic decision-making.

Sri GCSR College

Bachelor of Science, Computer Science

Obtained a Bachelor of Science degree with a focus on Computer Science. The curriculum covered fundamental concepts and practical applications in the field of computing.