KRATI JAIN
Service Delivery Manager
Noida
Summary
Result-driven and customer-oriented professional offering 16 years of rich IT experience in Service Delivery track in a service based industry. Efficient in assessing client needs and developing solutions to promote business opportunities. Established decision-maker offering exceptional planning and problem-solving abilities. Resilient in developing teams while improving processes and increasing productivity. Excellent communication skills with talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Service Delivery Manager
International Flavors and Fragrances
Noida
09.2020 - Current
- Ensure delivery of seamless services to the client
- Report on SLA/KPIs, track progress on open ageing issues
- Collaborate with customer and various stakeholders to build confidence and improve customer satisfaction
- Anticipate risks and plan mitigation actions timely
- Manage teams to achieve objectives and develop talent
- Designed Service Transition and Introduction framework
Service Management Lead
DuPont
Gurgaon
09.2016 - 08.2020
- Manage Service Management processes – Major Incident/ Incident/ Problem/ Service Request/ Service Level/ Change/ Release/ Knowledge/ Configuration Management
- Managed the SOX Control for the ERP Releases
- Represent TCS in multiple governance forums with client and other partners
- Ensure the KPIs and SLAs are met and reported as per SOW
- Drive Continual Service Improvements / Automation to improve services while publishing reports through Scorecards
Process Lead
Jaguar Land Rover
Gurgaon
10.2012 - 08.2016
- Assisted deployment of Service Management Processes on ITIL framework
- Assisted deployment of the SIAM Framework for multiple partners
- Completed transition, due diligence and established the Command Centre Operations at the steady state.
- Completed Six Sigma Black Belt project for reduction of alerts to stabilize the Event management process
Lead, Integrated Command Centre
Paramount Pictures
Gurgaon, Haryana
11.2010 - 09.2012
- Established and Operated the Command Centre Operations
- Managed the job scheduling work using the tools CA7 and Maestro
- Process coordinator during the implementation of the ITSM tool
Lead, NOC Services
Common Wealth Games
New Delhi
03.2010 - 10.2010
- Established the Command Centre and End User Services tower
- Windows 7 rollout in the CWG Headquarters
- Established the Change Management process
Team Member
Kimberly Clark
Gurgaon
01.2007 - 06.2009
- Incident management analyst
- Monitoring of server and network alerts using HP Open View
- Job scheduling using CA7 and TWS
Education
Bachelor of Engineering - Mechanical Engineering
MBM Engineering College
Jodhpur 08.2002 - 07.2006
Skills
Client relationship management
Service Delivery Management
IT Service Management
Team building and conflict resolution
Service Transition
Organizational Change Management
Design Thinking
Continuous Service Improvement
Certification
ITIL Expert Certificate
Timeline
Service Delivery Manager
International Flavors and Fragrances
09.2020 - Current
Service Management Lead
DuPont
09.2016 - 08.2020
Process Lead
Jaguar Land Rover
10.2012 - 08.2016
Lead, Integrated Command Centre
Paramount Pictures
11.2010 - 09.2012
Lead, NOC Services
Common Wealth Games
03.2010 - 10.2010
Team Member
Kimberly Clark
01.2007 - 06.2009
Bachelor of Engineering - Mechanical Engineering
MBM Engineering College
08.2002 - 07.2006