• Service Management Office | Client: US based Tech Player

SMO Offshore lead for managing B2B Service Management processes (Change and Problem Management) to improve service reliability and uptime. Conduct process benchmarking exercises and Cost Benefit analysis to support management with new releases. Analyse ServiceNOW data and various metrics to create and monitor performance baselines. Identify and execute action plans to improve process capability and improve service reliability and availability. Achieved tangible improvement in KPIs (-25% incidents by CRs, -8% emergency CRs)

• Service Management Transformation | Client: UK based Energy Player

Defined the Service Operations (IM-PM) operating model for client’s upstream segment and defined key success metrics for change progress and process activities. Collaborated with internal process owners, leads and project teams to drive process improvement projects. Streamlined major Incidents handling and reduced repeat incident events by 18% and achieved 100?iled Changes Analysis by improving RCA quality and eliminated Systemic Failures by 7%

Developed Business Architecture framework for core capabilities across client Acquisition, Servicing and Engagement. Managed functional requirements for customer on-boarding and engagement application landscape and outlined API specifications for Onboarding application.