Khushboo Bansal
Bangalore
Summary
Service Delivery Manager with 11 years of experience in managing Microsoft 365 services. Expertise in leading cross-functional teams to deliver high-quality IT services and enhance user experience. Skilled in strategic planning, stakeholder management, and implementing continuous improvement initiatives to achieve operational excellence and customer satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Delivery Manager
Unisys
Bangalore
04.2022 - Current
- Service Management
- Oversee the delivery of M365 services, ensuring they meet business requirements and SLAs.
- Manage service lifecycle, including planning, deployment, operation, and continuous improvement.
- Stakeholder Engagement.
- Act as the primary point of contact for stakeholders, addressing their needs and concerns.
- Facilitate regular meetings and communications to keep stakeholders informed about service performance and updates.
- Team Leadership
- Lead and mentor a team of IT professionals, fostering a collaborative and high-performance culture.
- Allocate resources effectively to ensure timely and efficient service delivery.
- Incident and Problem Management.
- Coordinate response to service incidents, ensuring timely resolution and minimal impact on business operations.
- Analyze the root causes of recurring issues and implement preventive measures.
- Performance Monitoring and Reporting.
- Monitor service performance using key metrics and KPIs.
- Generate regular reports on service delivery, highlighting achievements, and areas for improvement.
- Compliance and Security.
- Ensure M365 services comply with organizational policies and industry regulations.
- Implement security best practices to protect data and maintain service integrity.
- Continuous Improvement.
- Drive initiatives to enhance service quality and efficiency.
- Stay updated with the latest M365 features and updates, integrating them into the service delivery strategy.
- Vendor Management
- Manage relationships with third-party vendors providing M365-related services.
- Negotiate contracts and ensure that vendors meet their obligations.
- Budget Management.
- Develop and manage the budget for M365 service delivery.
- Optimize costs while maintaining high service standards.
- Training and Development.
- Organize training sessions for team members and end users to maximize the benefits of M365 tools.
- Promote a culture of continuous learning and professional development.
Manager of Client Services and Field Operations
Unisys
Bangalore
06.2018 - 04.2022
Team Lead, Service Desk
Unisys
Bangalore
06.2015 - 06.2018
Technical Support Engineer
Unisys
Bangalore
02.2014 - 06.2015
Education
Bachelor of Science - Electronics And Communication
Chitkara University
Himachal Pradesh06-2014
Skills
- Service management and stakeholder engagement
- Incident and risk management
- Performance monitoring and continuous improvement
- Vendor and contract management
- Budget and project management
- Effective communication skills
- Customer service excellence
- Compliance and service level agreements
- Problem-solving and critical thinking
- Work planning and prioritization
- Business acumen and analytical thinking
- Conflict resolution strategies
- Workforce management and development
- Interdepartmental collaboration
- Diversity, equity, and inclusion initiatives
Affiliations
- Dancing
- Painting
- Yoga
- Travelling
Accomplishments
- Program Manager at DEI, Unisys, India
- Spearheaded initiatives to enhance gender diversity and job opportunities for differently abled individuals
- Led a comprehensive upskilling program in the top seven technologies for all women associates in collaboration with NASSCOM
- Organized and executed DEI events, fostering an inclusive workplace culture
- Event, Organization
- Successfully organized high-profile events, including Townhalls and Rewards and Recognition ceremonies, involving CIO and CEO participation
- Newsletter, Publication
- Published newsletters covering organizational updates, leadership insights, client appreciations, new hires, promotions, and service milestones
- Led the editorial team responsible for creating engaging content and managing internal communications
- People Engagement Initiatives
- Implemented various people engagement initiatives to enhance employee satisfaction and retention
- Actively involved in organizing engagement activities within the Business Unit
- POSH Committee Member
- Served as a core committee member for the Prevention of Sexual Harassment (POSH) at Unisys Bangalore, ensuring a safe and respectful workplace
- Leadership Excellence
- Achieved top annual ratings in leadership roles four times over the past six years
- Received multiple awards for demonstrating winning culture behaviors, including taking ownership, experimenting, acting with agility, and exploring new opportunities
Certification
- NASSCOM W2RT (Digital Quotient 101)
- Performance Leadership, Unisys
- AI for Leaders by Babson College, verified by EdX
- Data Analytics for Leaders by Babson College, verified by Edx
Languages
Hindi
First Language
English
Proficient (C2)
C2
Punjabi
Upper Intermediate (B2)
B2
Timeline
Delivery Manager
Unisys
04.2022 - Current
Manager of Client Services and Field Operations
Unisys
06.2018 - 04.2022
Team Lead, Service Desk
Unisys
06.2015 - 06.2018
Technical Support Engineer
Unisys
02.2014 - 06.2015
Bachelor of Science - Electronics And Communication
Chitkara University
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