Gitika Puri
Service Manager
Noida
Summary
Dynamic IT professional with over 24 years of extensive experience specializing in Service Management, SharePoint, Power Automate, Power BI, and Oracle applications. Expertise in IT Service Management (ITSM) includes incident, problem, change, and service request management to ensure seamless operations and enhance service delivery. Proven ability to lead cross-functional teams and drive continuous service improvement in alignment with ITIL best practices while optimizing performance and elevating customer satisfaction. Strong analytical skills facilitate proactive issue resolution and effective stakeholder management, bridging business needs with technical solutions to achieve strategic objectives in fast-paced IT environments.
Overview
25
25
years of professional experience
3
3
Certifications
Work History
Customer Service Manager
Sopra Steria
08.2000 - Current
- Held multiple roles across diverse projects and clients over 24 years, delivering expertise in Service Management, ITSM, SharePoint, Power BI, Power Automate, Power Apps, Oracle Applications, and Project Management.
- Yorkshire Water (Apr 2022 – Present): Managing service delivery, incident/problem/change management, and continuous service improvement.
Supporting reporting, automation, and SharePoint/Power Platform solutions to enhance business processes. - HR Access (Jan 2022 – Mar 2022): Provided application support and enhancements for HR systems.
Ensured compliance with SLA-driven service requests and incident resolution. - N. Brown (Jun 2019 – Dec 2021) delivered service management and technical support across business applications.
Implemented automation solutions using Power Automate, and enhanced data insights with Power BI. - Fendi (Central Europe) (Sep 2018 – Apr 2019)
Supported ERP and business applications.
Collaborated with global teams to deliver seamless service delivery. - Large Central Government Organization, UK (Sep 2015 – Jun 2019): Provided application and service management for government systems.
Focused on compliance, security, and process optimization. - TSR – Telecom Service Review (Phase 2 Development) (Jul 2019 – Sep 2019). Contributed to system development and testing activities.
Applied Agile practices to accelerate delivery timelines. - NHS SBS (UK) (Dec 2009 – Aug 2018): Played a key role in managing business-critical applications and BAU support.
Delivered enhancements, reporting solutions, and process improvements. - MIS Project (Aug 2002 – Aug 2015): Led the development and support of MIS systems for reporting and analytics.
Implemented Oracle PL/SQL enhancements, and managed data processes.
Education
Bachelor - Pharmaceutical Engineering
BITS Mesra
Skills
IT Service Management (ITSM) ITIL Practices
Incident, Problem, Change & Service Request Management
Agile & Kanban Ways of Working
Service Delivery & Continuous Improvement
SharePoint, Power BI, Power Automate, Power Apps
Microsoft Dynamics 365 (in progress)
Advanced PL/SQL & Oracle Applications
Stakeholder Engagement & Team Mentoring
Business Analysis & Process Optimization
Certification
Microsoft Azure Fundamentals AZ-900
Timeline
Customer Service Manager
Sopra Steria
08.2000 - Current
Bachelor - Pharmaceutical Engineering
BITS Mesra