Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Accomplishments
Timeline
Generic
ANINDITA SARKAR

ANINDITA SARKAR

Service Manager
Kolkata

Summary

Strategic and detail-oriented Service Manager with 8 years of experience in IT Service Management, IT Service Delivery and IT Operations. Skilled in coordinating cross-functional teams to resolve issues swiftly and ensure business continuity. ITIL Foundation certified with a strong background in incident lifecycle management, process optimization, streamlining process, database accuracy and performance reporting. Proven ability to lead teams, collaborate with stakeholders, and drive improvements in service delivery. Experienced working with major Retail customers (Kingfisher, COOP, Coach & Kade Spade, and currently Morrison). Adept at identifying trends and opportunities for continuous process enhancements. Passionate about maintaining high levels of client satisfaction and operational efficiency.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Service Manager

TCS
10.2017 - Current


  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Overseeing the management and coordination of major incidents to ensure swift resolution and minimal impact on business operations.
  • Resolved customer complaints in professional and timely manner.
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Analyzed service reports to identify areas of improvement.
  • Govern IT Service Management processes as per the ITIL standards and customer requirements and
    ensure the overall success of a service management program.
  • Driving change management processes to ensure smooth transitions and the successful implementation of system changes.
  • Chaired Infrastructure CAB meetings for APAC/UK and US customers.
  • Lead the CMDB and Software Asset Management team.
  • Create process documents, operational templates, and service management tool-related documents as
    part of the ITIL process implementation.
  • Collaborate with Stakeholders / Business teams for the betterment of the Service Delivery.
  • Experienced in Software License Management, optimization and procurement.
  • Led end-to-end Configuration Management processes, ensuring data accuracy, compliance, and governance across all IT infrastructure and applications.
  • Experienced in creation of CI (Configuration items) containing business/application services, companies and locations.
  • Oversaw a team responsible for CI (Configuration Item) lifecycle management, including onboarding, maintenance, audits, and decommissioning.
  • Acted as a point of escalation for CMDB-related issues, driving quick resolutions and continuous service improvements.
  • Experienced in Service Now and SNOW tools.

Education

MBA - Human Resource Management

Symbiosis School For Online And Digital Learning
Pune, India
10-2025

Bachelor of Science - Mathematics Hons

Ranchi Women's College, Ranchi University
Ranchi, India
04.2001 -

Skills

  • Major Incident & Change Management
  • ITIL Foundation Certification
  • Communication & Stakeholder Management
  • Training & Mentoring
  • Cross-functional Team Collaboration
  • SLA & KPI Reporting
  • Risk Assessment & Mitigation
  • ServiceNow CMDB & SNOW SAM
  • Process Documentation & Standardization
  • Audit & Compliance (ensuring CMDB accuracy, integrity, and completeness)
  • Optimization of Software Assets (cost reduction & risk mitigation)
  • Customer service management
  • Service Operations

Certification

ITIL Foundation 4 Certified

Accomplishments

Achieved Star Performer Award for my skills and attitude towards the work.

Achieved many "On the Spot" awards for commitment and completion of work.

Accomplishments

    I solemnly declare that the information in this resume is true to the best of my knowledge and belief.

Timeline

Service Manager

TCS
10.2017 - Current

Bachelor of Science - Mathematics Hons

Ranchi Women's College, Ranchi University
04.2001 -

MBA - Human Resource Management

Symbiosis School For Online And Digital Learning

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ANINDITA SARKARService Manager