CRYSTAL SAXENA

• Heading Project Transitions & Go-Live, from hypercare period to steady state.
• Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
• CSIs and Initiatives for improvised service delivery consistently.
• Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
• Developed strong relationships with clients through regular communication and excellent customer service.
• Handling escalations at internal and external levels.
• Team management, appraisals & goals definitions.
• Understanding SOWs and contractual obligations.
• Problem solving skills and investigation to impart case studies.
• Audits & Maturity Assessments.

• Improved service quality, addressing client concerns promptly and professionally.
• Led cross-functional teams to achieve project goals on time and within budget.
• Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
• Streamlined operations for improved customer satisfaction and retention rates.
• Maintained proper staffing levels to guarantee timely and accurate deliveries.
• Coordinated new hire recruitment, training and development.

Currently working as a Service Delivery Manager in To The New since

Jan'22 onwards, responsible for smooth delivery of services to clients for

Managed Service and Cloud operations

●Overall 9+ years of experience in process management, client management, people management and service delivery

●Responsible for managing the client's complete cloud infrastructure, leading L1, L2 and L3 teams and assigning and monitoring their daily tasks ●Responsible for preparing Monthly and Weekly decks for discussion with

Clients consisting of the overall report of their infrastructure ●Responsible for pitching new services to clients resulting in revenue growth

●Experience in reducing the overall Cloud infrastructure cost by suggesting the the optimized use of cloud based on the WAF (Well Architected

Framework) pillars

● Experience of creating a line of coordination between cross-functionalteams such as TechOps,DevOps, Application Development team and Third

Party Vendors

●Experience in Process Management & Consulting of 5years in two of HCL's projects with strong analytical and ethical portfolio

●Experience as Service Manager & Process Expert for 2 years for Europe, Americas and Southeast Asia in TCS with complete contractual and operational responsibilities and governance

●Expert in CM, PM, SRM, KM, CMDB, IM, Process Design, Process

Implementation & Process Governance using various levers of CSI such as

LeanIT, Event monitoring, Service Operations & ITSM

● Accountable for the quality of Service and Performance●Work with the Technical Support teams & Management establishing coordinated environment to ensure seamless Service Management

Support

●Mentoring & Training resources as per their qualities and talent that further contribute to maximum efficiency in business

● End-to-end management of ITSM Tool Transition Project●Deep Contractual understanding for identifying action plans for SLA adherence and penalty regulations

Currently working as a Service Delivery Manager in To The New since

Jan'22 onwards, responsible for smooth delivery of services to clients for

Managed Service and Cloud operations

●Overall 9+ years of experience in process management, client management, people management and service delivery

●Responsible for managing the client's complete cloud infrastructure, leading L1, L2 and L3 teams and assigning and monitoring their daily tasks ●Responsible for preparing Monthly and Weekly decks for discussion with

Clients consisting of the overall report of their infrastructure ●Responsible for pitching new services to clients resulting in revenue growth

●Experience in reducing the overall Cloud infrastructure cost by suggesting the the optimized use of cloud based on the WAF (Well Architected

Framework) pillars

● Experience of creating a line of coordination between cross-functionalteams such as TechOps,DevOps, Application Development team and Third

Party Vendors

●Experience in Process Management & Consulting of 5years in two of HCL's projects with strong analytical and ethical portfolio

●Experience as Service Manager & Process Expert for 2 years for Europe, Americas and Southeast Asia in TCS with complete contractual and operational responsibilities and governance

●Expert in CM, PM, SRM, KM, CMDB, IM, Process Design, Process

Implementation & Process Governance using various levers of CSI such as

LeanIT, Event monitoring, Service Operations & ITSM

● Accountable for the quality of Service and Performance●Work with the Technical Support teams & Management establishing coordinated environment to ensure seamless Service Management

Support

●Mentoring & Training resources as per their qualities and talent that further contribute to maximum efficiency in business

● End-to-end management of ITSM Tool Transition Project●Deep Contractual understanding for identifying action plans for SLA adherence and penalty regulations

• Took ownership of customer issues and followed problems through to resolution.

Currently working as a Service Delivery Manager in To The New since

Jan'22 onwards, responsible for smooth delivery of services to clients for

Managed Service and Cloud operations

●Overall 9+ years of experience in process management, client management, people management and service delivery

●Responsible for managing the client's complete cloud infrastructure, leading L1, L2 and L3 teams and assigning and monitoring their daily tasks ●Responsible for preparing Monthly and Weekly decks for discussion with

Clients consisting of the overall report of their infrastructure ●Responsible for pitching new services to clients resulting in revenue growth

●Experience in reducing the overall Cloud infrastructure cost by suggesting the the optimized use of cloud based on the WAF (Well Architected

Framework) pillars

● Experience of creating a line of coordination between cross-functionalteams such as TechOps,DevOps, Application Development team and Third

Party Vendors

●Experience in Process Management & Consulting of 5years in two of HCL's projects with strong analytical and ethical portfolio

●Experience as Service Manager & Process Expert for 2 years for Europe, Americas and Southeast Asia in TCS with complete contractual and operational responsibilities and governance

●Expert in CM, PM, SRM, KM, CMDB, IM, Process Design, Process

Implementation & Process Governance using various levers of CSI such as

LeanIT, Event monitoring, Service Operations & ITSM

● Accountable for the quality of Service and Performance●Work with the Technical Support teams & Management establishing coordinated environment to ensure seamless Service Management

Support

●Mentoring & Training resources as per their qualities and talent that further contribute to maximum efficiency in business

● End-to-end management of ITSM Tool Transition Project●Deep Contractual understanding for identifying action plans for SLA adherence and penalty regulations