Summary
Overview
Work History
Education
Skills
Certification
Timeline
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KRATI JAIN

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

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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

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