Service Management It

HARBIR KAUR KALOTA ad5r23@r.postjobfree.com

Principal Manager - Service Management 331-***-**** LinkedIn A seasoned Professional with 18+years of experience across domains like Telecom, Information Technology with proven expertise in Technology and Innovation Leadership, Strategy Planning, and IT Transformation. Has been working with Top tier global organizations like IBM and Capita. Highly skilled and experienced IT Service Management Manager with a strong track record of overseeing successful IT service operations. Possess in-depth knowledge of ITIL best practices and proven expertise in driving process improvements and enhancing customer satisfaction. Able to align IT services with business objectives, optimize service delivery, and effectively manage team members for seamless operations. Responsible for managing end to end operations for Service Desk & Service Management and End User compute functions. Major Experience lies in strategizing and leading cross-functional teams to drive ITIL best practices across Incident, Problem, Change, Request fulfillment processes and Process implementation, Knowledge Management.

EXECUTIVE PROFILE

● Demonstrated expertise in leadership roles, providing value through insightful knowledge in thought leadership, automation, technology integration, and enterprise mobility.

● Experienced Customer Success leader managing high-profile accounts, executing strategic plans, and achieving organizational objectives.

● Skilled in recruiting, leading, training, and supervising high-performing multicultural teams with a focus on meeting deadlines and maintaining high morale.

● Successfully achieved process transition and migration milestones, enhancing offshore growth, and optimizing cost efficiency.

● Extensive knowledge in ITIL and ITSM framework, including Incident Management, Problem Management, Change Management, and Knowledge Management functions.

● Proficient in enhancing IT infrastructure operations, learning organizational processes, and implementing ITIL and ITSM framework functions.

● Collaborates with business leaders, providing strategic guidance on IT initiatives and demonstrating the value of IT services in achieving organizational goals.

● Oversees Knowledge Management strategy, ensures access to valuable information, and empowers teams and end-users with self-service options.

CORE COMPETENCIES

ITIL Best Practices Operational strategy development and implementation Service Transition and Delivery

Service Level Management Service Catalog Management IT Security and Compliance Management

Continual Service Management Business Relationship Management IT Infrastructure Management Service Performance Management Onsite and Remote technical Support Microsoft O365 Support SOFT SKILL

Leadership and Team Management Decision-making Collaboration and Cross-Functional Coordination

Analytical and Problem Solving Adaptability and Flexibility Time Management and Prioritization

Decision Making and Strategic Planning Conflict Resolution and Negotiation Organizer & Motivator CREDENTIALS & EDUCATIONS

Bachelor of Commerce from Pune University ITIL V4 Foundation Microsoft Azure Administrator – Associate

AWS Certified Cloud Practitioner Six Sigma Yellow & Green Belt PROFESSIONAL HIGHLIGHTS

● Managed a diverse team of 100 + Employees providing 24*7 IT support spread across UK, India and Ireland

● Leveraged leadership expertise to drive value for global businesses, contributing to a 20% increase in operational efficiency through insightful thought leadership, automation, technology integration, and enterprise mobility strategies.

● Managed multiple high-profile accounts, achieving a 95% customer satisfaction rate by executing strategic plans and meeting 100% of organizational objectives.

● Led and trained multicultural teams, resulting in a 30% improvement in team productivity and a 25% reduction in turnover rates.

● Successfully achieved process transition and migration milestones, leading to a 40% increase in offshore growth and a 15% improvement in cost efficiency.

● Implemented ITIL and ITSM framework functions, resulting in a 25% reduction in incident response times and a 30% increase in first-call resolution rates.

● Oversaw Knowledge Management strategy, resulting in a 35% increase in knowledge-sharing efficiency and empowering teams and end-users with self-service options, leading to a 40% decrease in support ticket volumes.

● Spearheaded the transition to a remote support model in response to the pandemic, ensuring seamless IT operations during a critical period.

● Implemented automation solutions for support mailboxes, resulting in automatic ticket creation and assignment to appropriate resolver teams, streamlining workflows, and improving response times.

● Designed and implemented a Self-Service Password Reset (SSPR) process, leading to a significant 60% reduction in call and chat volume, enhancing efficiency and user experience. Designed and rolled out a self-service portal that led to a 50% reduction in routine support requests, freeing up resources for more complex issues.

● Integrated chat support within Remedy, introducing an additional communication channel for users to contact the service desk, further improving accessibility and support options.

● Maintained almost less than 2% attrition rate through an employee-centric approach focused on nurturing and developing careers, resulting in a highly engaged and motivated team committed to achieving organizational goals.

● Successfully led and executed an end-to-end transition from CCaaS to HVS platform, achieving a seamless migration with zero percent downtime and no direct impact on phone lines, ensuring uninterrupted service delivery and customer satisfaction.

● Developed a real-time productivity tracker that facilitated the identification of both real-time and overall team utilization, aiding in informed recruitment decisions and driving business migration from onshore to offshore operations. This initiative resulted in enhanced operational efficiency and increased business opportunities.

● Conducted bi-weekly and monthly performance reviews with clients and Service Delivery Managers (SDMs), ensuring transparent communication, addressing concerns promptly, and enhancing service delivery quality.

● Designed and rolled out a self-service portal that led to a 50% reduction in routine support requests, freeing up resources for more complex issues.

● Led the ISO audit preparation and execution for the Service Management, resulting in successful certification with zero non-conformities and adherence to IT service management best practices.

● Developed a Bot ticket logging system and seamlessly integrated it with Active Directory, empowering bots to autonomously handle user account management tasks, streamlining processes and enhancing operational efficiency.

● Overseeing the process of implementing changes to IT systems, including assessing the impact of changes, coordinating with stakeholders, and ensuring that changes are properly documented and tested.

● Manage the day-to-day operation of the 24/7 IT Service Desk including working with technical team leaders to ensure accurate prioritizing and management of the lifecycle of incident and service requests, and ensure the continuation of agreed SLAs. Overseeing the entire IT service management lifecycle, including incident, problem, and change management, ensuring high-quality service delivery to internal and external stakeholders.

● Ensure all KPIs are delivered, alongside analyzing and reporting on SLAs/KPIs and trends, including making recommendations for improvement to be reviewed by the board. Established and maintained service level agreements (SLAs) with business units, enabling clear expectations and smooth service interactions.

● Managed the IT asset and configuration management process, ensuring accurate asset tracking and optimal resource utilization.

● Liaise with the Technical Resolver team to identify and implement efficiencies using automation and system improvements.

● Spearheaded a cross-department collaboration initiative, enhancing the service desk's capability to handle complex cross-functional support inquiries.

● Designed and implemented an effective communication and feedback system to facilitate better collaboration among various technical teams.

● Developed and analyzed reports to assess Service Desk performance, including metrics such as customer satisfaction, analyst performance, phone response/utilization, and ticket trending.

● Launched a comprehensive training program resulting in a significant increase in first-call resolution rates from 35% to 65%, leading to a substantial improvement in customer experience.

● Strengthened the skills of new service desk technicians through the establishment of a technical training program, boosting their capabilities and efficiency.

● Empowers teams and end-users with a repository of readily available solutions—a knowledge base that can standardize and even automate IT service delivery. It can also boost IT efficiency, enable continual service improvement, and power a self-service portal for your end-users.

● Regularly assesses and refines IT processes, systems, and procedures to enhance efficiency, lower expenses, and elevate service delivery standards.

● Implemented ITIL and ITSM framework functions, resulting in a 25% reduction in incident response times and a 20% increase in first-call resolution rates.

● Continuously evaluated and improved IT processes, systems, and procedures, leading to a 20% decrease in downtime and a 30% increase in service delivery efficiency.

● Collaborated with business leaders, providing strategic guidance on IT initiatives that contributed to a 25% increase in ROI and demonstrated the value of IT services in achieving organizational goals.

● Harmonized staff performance, achieving 100% on-time project completion within budget goals, resulting in a 20% increase in customer satisfaction scores.

● Fostered key relationships with the organization and user base, resulting in a 30% improvement in user experience metrics, and coordinated transformational changes that led to a 25% increase in operational agility.

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