Praveen Pidathala

PMP-certified IT Service Delivery and Technology Project Management professional with 13+ years of experience across global managed services, ITSM governance, project delivery, technology operations, procurement and demand management. Experienced in service delivery governance, project planning and execution, stakeholder and vendor management, SLA/KPI governance, major incident and problem management, risk and dependency tracking, resource planning, financial governance and continual service improvement. Led ServiceNow migration, PSA ERP enablement, infrastructure decommissioning and CMDB remediation initiatives across global delivery environments.

Service Delivery Lead | Project & Commercial Operations at DXC Technology (2018-10 – Present)

Service Delivery & ITSM Governance and Project & Transformation Management roles.

• Lead service delivery governance across a 228-resource global operating model, coordinating infrastructure, application and vendor teams to maintain operational stability and customer commitments.
• Maintain 100% SLA compliance across owned governance responsibilities through KPI monitoring, service reviews, action tracking and corrective measures.
• Lead MBR/QBR and service-governance forums with client leadership, vendors and internal stakeholders, presenting performance, risks, incidents and improvement plans.
• Act as Incident Commander for P1/P2 incidents, coordinating cross-functional teams and vendors through structured incident response and service restoration.
• Govern Incident, Problem and Change Management aligned to ITIL practices; reduced repeat incidents by 40% through RCA-driven improvement.
• Led ServiceNow Service Catalog Migration from legacy HPSM, coordinating scope, stakeholder requirements, data mapping, UAT, migration execution, change requests, validation and operational transition.
• Led PSA ERP Enablement and demand-management transition from legacy PPMC to a centralized PSA platform, coordinating data cleansing, migration, integration activities, quality gates, risks and stakeholder sign-off.
• Managed QIP Infrastructure Decommissioning, coordinating procurement, delivery/network, data-center and third-party teams through logical and physical decommissioning, security controls, milestones and closure.
• Led CMDB Data Quality Remediation involving 4,500+ Configuration Items, coordinating issue classification, corrective actions, data-integrity validation and transition to steady-state governance.
• Coordinate project and operational risks, issues, dependencies, milestones, action plans and stakeholder decisions across global cross-functional teams.
• Serve as PSA SME, supporting demand forecasting, WBS/resource alignment, utilization and billability governance; achieved 95%+ PSA compliance and audit readiness.
• Manage Quote → Order → Contract → Delivery → Invoice workflows across maintenance renewals and project work, supporting approximately USD 9.5M in commercial scope.
• Coordinate strategic vendors including Dell, HPE and IBM, tracking deliverables, commercial milestones, dependencies and closure requirements.

Operations SME/Lead at Sutherland Global Services (2013-02 – 2018-07)

• Functionally led a 24-member technical support team, coordinating workload, operational priorities and SLA performance.
• Served as escalation point for complex infrastructure and application support issues and coordinated cross-functional resolution.
• Monitored operational KPIs, supported service improvement initiatives and mentored engineers on ITIL-aligned practices.

Bachelor of Science in Computer Applications – Vels University, Chennai, India (2009-07 – 2012-08)