Nael S.

Background

About Nael S.

As an experienced Service Delivery Manager with a strong background in IT Operations and ServiceNow Ticketing Systems, I specialize in optimizing service management processes to drive efficiency, customer satisfaction, and operational excellence. With over 23 years of experience, including extensive work supporting Nike through Cognizant, I have led strategic initiatives that improved workflows, streamlined support structures, and enhanced the overall service experience for global teams. I have a proven track record of conducting detailed gap analyses, leading major infrastructure projects, and aligning service operations with SLA, SLO, and OLA requirements. My approach to service delivery is data-driven, customer-focused, and collaborative—whether it’s designing dashboards to provide actionable insights, training cross-functional teams, or spearheading migration projects that position organizations for long-term success. I thrive on solving complex challenges and continuously enhancing IT services to meet the dynamic needs of businesses. My goal is to ensure seamless service delivery, strengthen customer relationships, and build high-performing support teams capable of adapting to ever-evolving demands.