Deepika Goyal
IT Operations & Governance
GURGAON
Summary
Customer-focused technology and business consultant with 12+ years of experience enabling it services and digital change across multiple industries. Manage end-to-end project delivery, including transition planning, deployment, asset (HAM/SAM) management, and availability and capacity governance. Lead cross-cultural teams to improve service delivery, establish performance benchmarks, and deliver process improvements that increase operational profitability.
Overview
17
17
years of professional experience
Work History
Service Excellence Manager - DIT
Hero MotoCorp Ltd
09.2023 - Current
- Responsible for developing and implementing the IT strategy to align with the organization's goals.
- Focus on the day-to-day delivery of services and sets the overall direction and standards for service delivery.
- Overseeing the organization's entire IT infrastructure ensuring that the infrastructure is reliable, secure, and scalable.
- Lead and manage the IT department, including hiring, training, and developing staff.
- Developing and managing the IT budget, including forecasting costs, prioritizing investments.
- Managing relationships with external vendors and service providers.
- Identifying and mitigating IT-related risks.
- Ensuring that the organization's IT operations comply with relevant laws, regulations, and standards.
- Communicating with stakeholders across the organization.
Service Delivery Manager - EUS and ITSM
Max Life Insurance
05.2021 - 09.2023
- Experience in IT Service and operations involving End User support, VIP Support, Service Desk Management.
- Extensive experience in ITIL concepts and ITSM Process designing, re-engineering, documentation.
- Chairing CAB Meeting, Major Incidents, Problem Management.
- Software and Hardware Asset Management, Process automation, Vendor Management.
- Reporting & Dashboards, Presentation to Senior Management.
Release Governance
HCL Technologies
05.2021 - 08.2021
- Managing risks and resolving challenges that impact release scope, quality, and schedules.
- Planning release windows and cycles across portfolios, components.
- Measuring and monitoring progress to achieve timely software releases.
- Coordinating processes between different teams.
- Producing deployment, implementation and run books plans.
- Noida - Allianz Life Insurance
SIAM Lead
Hexaware Technologies
10.2019 - 05.2021
- Establishing the SIAM governance framework for Max Life Insurance.
- Building the SLA framework and SLA design document for multi-vendor environments.
- Driven Change Management SIP.
- Designed various Monthly Performance Dashboards for Management.
Change, Release and Incident Manager
Bureau Veritas
06.2014 - 07.2015
- Accountable for the successful end-to-end planning and delivery of a release.
- Creating a Roadmap for Major Release Projects.
- Chairing Go no Go meeting for major Releases.
- Manage time and priority/severity effectively for multiple resources.
- SPOC for successful transition of Change, Release and Incident Management from Nantes (France) to Noida.
Problem & Change Analyst
Cable & Wireless Worldwide
07.2009 - 12.2012
- Raise Remedy PRR tickets based on email and as per requests.
- Identifying Problem investigation, assignment issues.
- Tracking open Problems and identifying any Problem that requires focused.
- Facilitate between Resolver groups, customers, and 3rd parties as required.
Education
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
MGR (Anna University)
Chennai07.2007
Skills
Service Delivery
Operational Excellence & Leadership
Transition Management
IT Infrastructure Managed Services
Digital Transformation
Timeline
Service Excellence Manager - DIT
Hero MotoCorp Ltd
09.2023 - Current
Service Delivery Manager - EUS and ITSM
Max Life Insurance
05.2021 - 09.2023
Release Governance
HCL Technologies
05.2021 - 08.2021
SIAM Lead
Hexaware Technologies
10.2019 - 05.2021
Change, Release and Incident Manager
Bureau Veritas
06.2014 - 07.2015
Problem & Change Analyst
Cable & Wireless Worldwide
07.2009 - 12.2012
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
MGR (Anna University)