Mohammed Nadeem

IT Project Leader | Agile Specialist | Service Delivery Expert

📍 Mawson Lakes, SA 5095 📞 0418 979 236 ✉️ Mohammed.nadeem2@liebherr.com 💼 LinkedIn Profile 🛂 VISA 489 – Applied for PR (887)

Professional Summary

With 14+ years of overall experience in IT, including 4 years of specializing in leading cross-functional teams, SCRUM-based projects, and service improvement initiatives. Proven expertise in stakeholder management, documentation, multi-project coordination, and ITIL-aligned process optimisation across global teams. Skilled in Agile methodologies, service delivery, and continuous improvement.

Areas of Expertise

Project Management (SCRUM, Agile)
Multi-team & Multi-project Coordination
Stakeholder Engagement & Communication
Documentation & Process Improvement
Reporting & Dashboard Management
Incident and Change Management
ITIL, ITSM Practices

Professional Experience

Tech-Lead – Service Desk
Cognizant Technology Solutions (CTS), India
Aug 2021 – Sep 2023
  • Led global service delivery and project initiatives across APAC, EMEA, US, and Latin America, ensuring alignment with ITIL best practices.
  • Acted as Global Coordinator, hosting governance meetings with Team Leads and stakeholders to drive process improvement.
  • Coordinated with cross-functional teams (cloud architects, IAM, Infrastructure team, vendors, delivery managers) to remove blockers and enable delivery for key projects such as ServiceNow Migration and Return-to-Office (RTO) Program.
  • Owned ServiceNow dashboards and reporting, providing visibility into backlog, SLAs, trends, and continuous improvement opportunities.
  • Managed people operations: rosters, performance reviews, coaching, and appraisals for a team of 22 direct reports.
  • Drove continuous service improvement (CSI) initiatives, optimising processes and reducing operational costs through ITIL-aligned strategies.
  • Solely analysed approximately 100,000 ticket records in Excel using Power Query and DAX formulas, generating a workflow blueprint for a CHATBOT solution that streamlined ticket handling and enabled automation.

Key Projects:

ServiceNow Migration: Coordinated transition from Remedy to ServiceNow, facilitated SCRUM ceremonies, ensured accurate migration of knowledge articles and CI data, delivered agent training and documentation, and enabled adoption through dashboards and feedback.
Return-to-Office (RTO) Program: After covid, managed phased office re-opening, coordinated rollout, worked with infrastructure and stakeholders to mitigate risks, and supported change management.
Scrum Master – Backlog Reduction Project
IBM India Pvt Ltd
Project-based role
  • Served as Scrum Master for IBM's first major SCRUM-based backlog reduction initiative, applying ITIL principles to optimise ticket management.
  • Facilitated all SCRUM ceremonies: daily stand-ups, sprint planning, reviews, and retrospectives.
  • Maintained and managed the product backlog, prioritising items and removing impediments.
  • Coordinated with Project Owner and 3rd-party stakeholders to resolve blockers.
  • Tracked progress and reported delivery status and risks, ensuring alignment with ITIL service management standards.

Key Project:

Backlog Reduction Project: Led IBM's first major SCRUM-based initiative to systematically reduce service desk backlog. Implemented agile methodologies combined with ITIL best practices to improve ticket resolution efficiency. Successfully coordinated cross-functional teams, removed impediments, and established sustainable processes that significantly reduced aging tickets and improved overall service delivery metrics.
Subject Matter Expert (SME)
IBM India Pvt Ltd
Apr 2018 – Aug 2021
  • Supported teams with complex technical issues while driving performance governance and process improvement aligned with ITIL best practices.
  • Developed and implemented Performance Improvement Plans (PIPs), conducted weekly performance reviews, and provided targeted coaching.
  • Designed and maintained dashboards for tracking key metrics (AHT, CSAT/DSAT, SLAs, ticket volumes), enabling data-driven decision-making and continuous improvement.
  • Automated reporting and analysis processes using advanced Excel macros and VBA, improving efficiency and accuracy.
  • Prepared and delivered training modules to upskill team members and ensure consistent service quality.
  • Managed escalations, acted as a quality gate for documentation, and ensured adherence to ITIL and organisational standards.

Certifications

ITIL® 4 Foundation
2019
Agile Methodology
2019
People Skills
Communication, Presentation, Collaboration, Problem Solving (2020)
Microsoft Certified: Azure Fundamentals
2023
AWS Certified Cloud Practitioner
2023

Tools & Technologies

ITSM & Project Management
ServiceNow, JIRA, KANBAN Board, Trello
Data & Analytics
Excel (Advanced Analytics, Power Query, Macros, VBA)
Scripting
PowerShell
Cloud Platforms
Azure, AWS (Foundational)

Awards & Recognition

Best Lead of the Month (CTS) – 6 times in 2 years
Best CSI Contribution – ServiceNow Dashboards and Chatbot Automation blueprint
Agile Explorer Badge – IBM after project completion

Education

Bachelor of Engineering in Information Science and Technology
SJB Institute of Technology, Bengaluru, India