Atul Wadyalkar
Atlanta,GA
Summary
Service Delivery Manager with 15+ years of experience leading enterprise technology delivery, IT operations, and 24×7 production support for financial services and fintech platforms. Proven expertise in ITIL-based service management, SLA governance, incident/problem/change management, and client-facing delivery leadership. Strong track record of stabilizing operations, improving service reliability, driving continuous improvement, and aligning technology delivery with business outcomes across global, distributed teams.
Overview
13
13
years of professional experience
Work History
Senior Manager – Service Delivery & Operations
FISERV – FINXACT
12.2022 - 12.2024
- Owned end-to-end service delivery for the Finxact SaaS core banking platform, supporting multiple banking clients with strict availability, compliance, and regulatory requirements.
- Led a global team of SREs, engineers, and monitoring specialists delivering high-availability, cloud-native services.
- Acted as primary Service Delivery owner, ensuring SLA adherence, service stability, and client satisfaction across production and lower environments.
- Directed 24×7 operations, including incident response, major incident bridges, RCA, disaster recovery planning, and service restoration.
- Led Incident, Change, and Release Management using ServiceNow, ensuring governance, audit readiness, and controlled deployments.
- Migrated ITSM platform from Freshservice to ServiceNow, standardizing processes and improving operational visibility and reporting.
- Chaired release readiness and change deconfliction activities, minimizing production risk and unplanned outages.
- Delivered weekly and monthly service reviews to senior leadership, presenting SLA metrics, incident trends, risks, and improvement plans.
- Partnered closely with Product, Architecture, DevOps, Implementation, and Monitoring teams to align delivery milestones with client commitments.
- Proactively managed operational risk in coordination with auditors, regulators, and second-line risk teams.
- Mentored and coached global teams, driving accountability, performance improvement, and operational maturity.
Senior Project Manager / Service Delivery Lead
FISERV
12.2017 - 12.2022
- Led service delivery for Debit, Credit, and Risk platforms, supporting high-volume, mission-critical payment systems with 24×7 operational requirements.
- Owned service delivery performance, monitoring SLAs and identifying recurring issues through trend and root cause analysis.
- Led major incident management, post-incident reviews, and problem management initiatives to improve system reliability.
- Managed ServiceNow workflows for incident, change, and release management, ensuring ITIL compliance.
- Coordinated release bridges and deployment windows, enforcing governance controls and minimizing business impact.
- Partnered with DevOps teams to align CI/CD pipelines with enterprise service management standards.
- Migrated legacy platforms to AWS and Azure, improving scalability, resilience, and security posture.
- Built and scaled global DevOps and monitoring teams across the US and India for round-the-clock support.
- Delivered executive dashboards and operational reports using Splunk, AppDynamics, Datadog, and Power BI.
Delivery Manager
Cognizant Technology Solutions (World Bank – IFC)
06.2012 - 12.2017
- Managed service delivery and project execution for a portfolio of enterprise applications supporting global financial operations.
- Owned end-to-end delivery and production support for multiple business-critical applications.
- Led onsite and offshore teams with structured 24×7 shift models to meet SLA commitments.
- Represented Release Management in CAB meetings, ensuring risk assessment, compliance, and release readiness.
- Ensured all change requests were fully documented, approved, and aligned with enterprise governance standards.
- Delivered projects across the full lifecycle—from planning and build through deployment and support.
- Contributed to SOW development and budget forecasting, helping secure $20M+ in new business revenue.
- Implemented Agile and ITIL practices to improve service quality, delivery predictability, and operational efficiency.
Education
Bachelor of Engineering - Information Technology
Mumbai University
IndiaSkills
- Service Delivery & Operations
- End-to-End Service Delivery Ownership
- SLA Management
- KPI Management
- SLO Management
- Incident Management
- Problem Management
- Change Management
- Release Management
- 24×7 Production Support
- Major Incident Management
- Client Escalation
- Stakeholder Communication
- Leadership
- Governance
- Global Team Leadership
- Vendor Management
- Third-Party Management
- CAB Governance
- Risk Management
- Executive Reporting
- Service Reviews
- Continuous Improvement
- Process Optimization
- ServiceNow
- Jira
- Confluence
- Power BI
- Splunk
- Datadog
- AppDynamics
- AWS
- Azure
- GCP
- CI/CD
- DevOps Enablement
Personal Information
Title: Senior Manager – Service Delivery & Operations
Timeline
Senior Manager – Service Delivery & Operations
FISERV – FINXACT
12.2022 - 12.2024
Senior Project Manager / Service Delivery Lead
FISERV
12.2017 - 12.2022
Delivery Manager
Cognizant Technology Solutions (World Bank – IFC)
06.2012 - 12.2017
Bachelor of Engineering - Information Technology
Mumbai University