Laila Nanjappa
Glenwood,New South Wales
Summary
Dynamic and results-driven IT Service Delivery Manager with extensive experience in IT Operations, ITSM, Change and Release Management. Subject matter expert in ITSM Change and Release practices, including Change Advisory Board (CAB) management. Proven track record in governing Enterprise Service Management processes, ensuring compliance, risk management, and continuous service improvement. Adept at stakeholder engagement, including C-Level Executives & Directors, and translating technical concepts into business value. Passionate about service transition, operational readiness, and customer-centric IT solutions.
Overview
17
17
years of professional experience
Work History
Senior Service Delivery Manager
Bottle Investment Group @ The Coca Cola Company
09.2021 - 08.2024
- Served as subject matter expert for ITSM Change & Release Management, leading CAB meetings and governance activities
- Proactively identified and mitigated ITSM risks and evolving issues, ensuring service continuity and compliance
- Led and governed Enterprise Service Management assurance, compliance, and reporting, ensuring alignment with corporate policies
- Developed and maintained Enterprise Service Management policies, guidelines, and procedures, ensuring adherence to ITIL best practices
- Assisted the Enterprise Services Manager in transitioning new systems from delivery to operations, ensuring operational readiness
- Provided assurance for testing and acceptance of systems and platforms into operations, ensuring seamless integration
- Provided strong ITSM leadership, influencing technical and business stakeholders and negotiating service improvements
- Established trusted working relationships with internal teams, key suppliers, and stakeholders to drive shared success
- Communicated effectively with technical, business, and senior management stakeholders, translating technical insights into business value
Service Assurance Manager & Project Delivery
Shell India Market Ltd.
11.2018 - 09.2021
- Designed and implemented ITSM Change and Release Management processes, aligning them with enterprise ITIL frameworks
- Managed multi-vendor environments, ensuring strategic partners met SLA and performance benchmarks
- Spearheaded ITSM risk management initiatives, proactively mitigating service disruptions and compliance issues
- Led enterprise-wide adoption of ServiceNow, optimizing Request Fulfilment, Incident, Problem, Change, and Asset Management
- Developed governance models for ITSM assurance, reporting, and continuous service improvements
Assistant Manager - IT Service Delivery
Unilever Industries Pvt. Ltd.
02.2014 - 10.2018
- Managed Change, Release, and Incident Management in a multi-vendor enterprise environment
- Led enterprise-wide technology transitions and service integration, ensuring minimal operational disruptions
- Oversaw IT service assurance and compliance reporting, ensuring business and regulatory alignment
- Built strong relationships with technical, business, and vendor teams, negotiating outcomes to enhance service delivery
Senior Software Engineer
Wipro Technologies
07.2007 - 01.2014
- Provided technical expertise in IT support and software development, ensuring optimal application performance and security
- Developed IT solutions to enhance service reliability and business process efficiency
Education
MS - Software Engineering
BITS Pilani
B.Sc. - Electronics & Computer Science
AV College of Arts, Science & Commerce
Skills
- ServiceNow
- Jira Service Desk
- Microsoft 365
- Azure
- Azure AD
- Change Management
- Release Management
- Incident Management
- Problem Management
- Power BI
- IT Service Performance Dashboards
Affiliations
Technical Skills
ServiceNow, Jira Service Desk, Microsoft 365, Azure, Azure AD, Change, Release, Incident & Problem Management, Power BI, IT Service Performance Dashboards
Selected Achievements
- Successfully led CAB meetings, ensuring seamless IT change implementations and minimal service disruptions.
- Implemented ITSM risk management frameworks, proactively identifying and mitigating service risks.
- Improved change and release management processes, reducing unplanned downtime by 40%.
- Spearheaded enterprise service assurance initiatives, increasing ITSM compliance scores by 30%.
- Enhanced IT operations governance, improving reporting accuracy and policy adherence.
Timeline
Senior Service Delivery Manager
Bottle Investment Group @ The Coca Cola Company
09.2021 - 08.2024
Service Assurance Manager & Project Delivery
Shell India Market Ltd.
11.2018 - 09.2021
Assistant Manager - IT Service Delivery
Unilever Industries Pvt. Ltd.
02.2014 - 10.2018
Senior Software Engineer
Wipro Technologies
07.2007 - 01.2014
MS - Software Engineering
BITS Pilani
B.Sc. - Electronics & Computer Science
AV College of Arts, Science & Commerce
Similar Profiles
RAVISHANKAR PRAVISHANKAR P
Director - Manufacturing Excellence at The Coca Cola Company - BIG (Bottling Investment Group)Director - Manufacturing Excellence at The Coca Cola Company - BIG (Bottling Investment Group)
Andrew AisazoborAndrew Aisazobor
Service Technician at Nigeria Bottling Company Limited A Member Of Coca Cola Hellenic GroupService Technician at Nigeria Bottling Company Limited A Member Of Coca Cola Hellenic Group
Larry EasonLarry Eason
Vending Technician at The Coca-Cola Company; World of Coca-ColaVending Technician at The Coca-Cola Company; World of Coca-Cola