Kaavya Johri
Noida
Summary
Certified Scrum Master/ Certified system administrator Service Delivery Manager with 13+ years of experience in guiding cross-functional teams through the Agile process, delivering high-quality solutions in SDLC projects and the banking domain. Service delivery professional with proven track record in managing complex projects and improving client satisfaction. Skilled in resource allocation, process optimization, and risk management. Focused on fostering team collaboration and aligning with organizational goals to drive success. Known for flexibility in adapting to changing needs and consistently delivering results. Expertise in facilitating Scrum ceremonies, promoting Agile principles, and fostering a collaborative environment to drive continuous improvement and successful project delivery. Proven track record in managing stakeholder relationships, mitigating risks, and ensuring timely completion of complex projects in fast-paced, highly regulated industries. Adept at optimizing team performance, resolving impediments, and ensuring alignment with organizational goals. Passionate about leveraging Agile methodologies to streamline project delivery, enhance team efficiency, and contribute to organizational growth.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
4
4
Certifications
Work History
Service Delivery Manager
Flight Centre Travel Group
03.2025 - Current
- Improved service quality, addressing client concerns promptly and professionally.
- Led cross-functional teams to achieve project goals on time and within budget.
- Implement Agile methodologies, resulting in improved delivery speed and quality metrics for the ServiceNow team.
- Managing end-to-end BAU ServiceNow product.
- Coordinate with third-party vendors for integration and custom development.
- Track KPIs, and prepare executive-level reports to communicate progress and risks.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Managed dashboards for Azure, Salesforce, ServiceNow, Agile Board, and Tenable.
- I structured a completely new team to handle D365 (Dynamics 365) L1 support.
- Enhanced service delivery by developing and implementing efficient processes.
- Led a team of 25 engineers delivering IT services to clients, achieving 99% SLA compliance and 95% customer satisfaction.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Developed training programs to enhance employee skills, and boost overall productivity levels.
- Streamlined operations for improved customer satisfaction and retention rates.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Supervised operations of a 24-hour customer service desk, staffed by 25 team members.
- Handled a complete infrastructure team, which included Salesforce projects as well.
Senior Scrum Master/Senior Project Manager
Inmorphis
06.2024 - Current
- Successfully managed end-to-end delivery of multiple ServiceNow projects across ITSM, ITOM, and HRSD modules, ensuring alignment with business objectives and stakeholder expectations.
- Led cross-functional teams of developers, business analysts, and architects through project lifecycles using Agile and Waterfall methodologies.
- Developed and maintained detailed project plans, timelines, budgets, and resource allocations, consistently delivering projects on time and within budget.
- Managed change requests, and ensured compliance with governance standards.
- Facilitate Agile Scrum ceremonies (Daily Stand-ups, Sprint Planning, Retrospectives, Sprint Reviews) for multiple teams working on high-priority product features.
- Collaborate with stakeholders to define project scope, objectives, and deliverables, creating detailed project plans and road maps.
- Manage the full project life cycle, from planning to execution, ensuring that all aspects of the project meet the required specifications, timelines, and budget.
- Implement Agile methodologies (Scrum), sprint planning, daily stand-ups, retrospectives, and release planning, improving team velocity by 25%.
- Maintaining RAID logs and creating a project plan with milestones.
- Lead cross-functional teams of 10-15 members in delivering software products within established timelines, while managing scope, risks, and expectations.
- Coach product owners in backlog grooming, prioritization, and ensuring that the team works on the most valuable features.
- Collaborate with senior management and other Scrum Masters to ensure consistency of Scrum practices across teams.
- Develop and maintain dashboards to track team progress, highlighting potential issues, and risks.
- Foster a culture of collaboration and continuous improvement by facilitating team retrospectives, and implementing process improvements.
- Ensure Agile principles are followed, working with teams to maintain velocity, and improve sprint predictability.
- Implement and monitor key Agile metrics, such as burn-down charts, velocity, and cycle times, to ensure delivery efficiency.
Scrum Master/Project Manager
Magic edtech
11.2022 - 06.2024
- Managed Scrum processes for 3-4 teams, ensuring the efficient execution of Agile practices for both software development and operational tasks.
- Facilitated team meetings, removing roadblocks, and ensuring teams adhered to Agile ceremonies, resulting in improved productivity and communication.
- Worked closely with stakeholders to understand business needs and aligned them with project delivery schedules.
- Worked with the Release Management team to plan, coordinate, and execute releases.
- Conducted conflict resolution and coached teams on self-organizing, fostering a strong, collaborative environment.
- Developed and maintained product backlogs, ensuring the right priority and refined user stories for maximum value delivery.
Scrum Master/Project Manager
HCL Technology LTD
04.2020 - 11.2022
- Managed Scrum processes for 3-4 teams, ensuring the efficient execution of Agile practices for both software development and operational tasks.
- Coordinated between developers, QA engineers, and business stakeholders to maintain alignment on goals and expectations.
- Tracked project progress using Agile tools and ensured timely reporting of milestones and risks.
- Acted as a point of contact for project updates, taking action on items that could affect delivery timelines.
- Facilitated team meetings, removing roadblocks, and ensuring teams adhered to Agile ceremonies, resulting in improved productivity and communication.
- Worked closely with stakeholders to understand business needs and aligned them with project delivery schedules.
- Worked with the Release Management team to plan, coordinate, and execute releases.
- Conducted conflict resolution and coached teams on self-organizing, fostering a strong, collaborative environment.
- Developed and maintained product backlogs, ensuring the right priority and refined user stories for maximum value delivery.
Service Delivery Manager(Operations)
Indusind bank
03.2019 - 03.2020
- Have good experience in working in operations for handling customer request.
- IRDA certification achieved successfully.
- Hands on experience on tool like FINACLE and TALISMAN for updating any request done by the client.
- Have an experience in working with the Product Management Team where we designed the product in such a way that the client requirements can be met keeping in mind the business revenue generation.
- Knowledge about how can we get the CASA in flow in the client account to generate revenue.
- Supervised operations of 24-hour customer service desk staffed by team members.
Sr. Analyst
Citibank
11.2016 - 12.2018
- Analysis of the client experience with Citibank in terms of finance sector.
- Experience in handling escalations of client in terms of finance sector.
- Data analysis and reviewing of the revenue in terms of finance sector.
- Compliance with the schedule adherence to ensure overall Service level Targets are achieved.
- Providing Application support on various tools.
- Have experience in handling CASA inflow.
- Good hands on experience working on the CRM tool.
- Have good knowledge about KYC( Know Your Customer).
Sr. Client Tech Associate
Dell technologies
10.2014 - 11.2018
- Assumes complete ownership of client issue until resolved involving multiple inbound and outbound communications. Will own the case/issue and engage/collaboration with multiples resources.
- Use Troubleshooting Techniques & Tools to identify Technical Defects / Issues.
- Provide leadership and mentors team member to transfer skills as well as technicians in the other support areas.
- Identify First-Level Support Coaching & Training needs, prioritizing on delivering the improvements.
- Provide weekly feedback on coaching and training events that took place during the weeks and how the team is progressing.
- Triage unresolved software issues according to department procedures and answer technical question, resolves, or escalate problems.
- Have experience in sales of the products also in the same process.
Education
BTECH - Comp Science
Sharda university
05.2009 - 04.2013
CBSE - Science with Math's
Sunriseville
04.2007 - 04.2009
Skills
- Effective Time Management
- Communication Skills
- Project Management Skills
- Agile & Scrum Methodology
- Coaching & Mentoring
- Cross-functional Team Collaboration
- Sprint Planning & Execution
- Service level agreement management
- Client relationship management
- Performance improvement
- Incident management
- Customer satisfaction
- Project implementation
- Project planning
- Risk mitigation
- Customer engagement
Personal Information
Certification
Certified Scrum Master
Timeline
Service Delivery Manager
Flight Centre Travel Group
03.2025 - Current
Leading SAFe Certified
01-2025
PMI-ACP Certified
01-2025
CSPO(Certified Scrum Product Owner)
12-2024
Senior Scrum Master/Senior Project Manager
Inmorphis
06.2024 - Current
Certified Scrum Master
02-2024
Scrum Master/Project Manager
Magic edtech
11.2022 - 06.2024
Scrum Master/Project Manager
HCL Technology LTD
04.2020 - 11.2022
Service Delivery Manager(Operations)
Indusind bank
03.2019 - 03.2020
Sr. Analyst
Citibank
11.2016 - 12.2018
Sr. Client Tech Associate
Dell technologies
10.2014 - 11.2018
BTECH - Comp Science
Sharda university
05.2009 - 04.2013
CBSE - Science with Math's
Sunriseville
04.2007 - 04.2009
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