Vidhi Raman Chandra

I am a Strategic SAP Delivery Leader specializing in IT Service Management (ITSM), ERP solutions, and global project execution. Over two decades, I have focused on driving operational excellence and guaranteed compliance in complex, regulated environments. I don't just manage projects—I restructure entire support ecosystems to maximize efficiency and customer satisfaction.

My expertise is anchored by a consistent achievement of 95%+ SLA compliance and a deep-seated knowledge of ITIL and ISO 20000 best practices. I bring hands-on experience in:

• Service Delivery & Operations Management: Overseeing L1/L2 support, IT infrastructure, and vendor relationships, reducing incident resolution time by 25% through disciplined framework implementation (ITSM/Workforce Management).

• Process Transformation: Championing the rollout and optimization of critical tools like ServiceNow and JIRA Kanban for DevOps tracking, and developing robust Quality Incident Audit frameworks aligned with GDPR and data protection standards.

• Global Project & Team Leadership: Spearheading the transition of 600+ SAP support engineers and scaling technical teams from 5 to over 100 members, consistently improving EBITA margins and maintaining financial performance (30% EBITDA).