Kubra Fathima
Service Delivery Manager
Bangalore
Summary
Service Delivery Manager with experience in managing complex projects, optimizing service delivery processes and improving customer satisfaction rates. Strong leadership skills coupled with the ability to build high-performing teams and implement strategic improvements. Excellent Transition manager for setting up a process to the capacity of 200 seater from start .
Overview
9
9
years of professional experience
1
1
Certification
Work History
UNIT MANAGER
Mphasis Pvt Ltd
Bangalore
11.2022 - 02.2024
- Managed significant client projects including Wells Fargo, SCHWAB/Project Money, and PharmaCord.
- Successfully led a team, overseeing multiple processes, and fostering a collaborative environment that promotes professional growth and high performance.
- Executed a broad range of recruitment tasks, ensuring suitable candidates were placed in appropriate positions.
- Recruited professionals for Sr. Analytics Consultant, Lead Analytic Consultant, and Service Desk Support roles.
- Reviewed and recommended plans for enhancing the candidate selection process.
- Integrated recruitment strategies to support organizational aims.
- Created comprehensive reports detailing the hiring process.
- Facilitated a comprehensive onboarding process, ensuring new hires adapted to company policies, procedures, and culture.
- Led critical transition tasks within BPO -Pilot process ensuring operational stability.
- Transition activities includes hiring,onboarding,training ,asset ans access management ,facilities and transport arrangements,tecnology and access related
- Recognized for exceptional work in streamlining processes and enhancing productivity, receiving accolades for outstanding contributions to the organization.
- Facilitated onboarding sessions for new hires ensuring seamless integration.
- Supported the hiring process and conducted interviews.
- Scrutinized submission materials to make initial approval or denial decisions for interviews.
- Monitored and documented health and safety compliance for management.
- Scheduled meetings with employees to address concerns and grievances.
- Developed employee orientation and training programs for new hires.
- Partnered with multiple teams to create effective hiring plans.
- Managed the full cycle of recruitment process including sourcing, interviewing, screening and selection of candidates.
- Set clear team goals and monitored progress, adjusting strategies as needed to meet targets.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Partnered with upper management and HR to identify effective resolutions for employee relations issues.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided regular reports to senior management on team performance, challenges, and strategic recommendations.
SERVICE MANAGER (IC ROLE/SME)
IBM
Bengaluru
01.2020 - 01.2022
- Supervised diverse IT services, ensuring seamless delivery.
- Managed incidents from inception to completion, taking ownership of the entire incident resolution process
- Handled incidents promptly and effectively.
- Led change activities, including planning and implementation
- Adhered to organizational protocols when executing changes.
- Engaged in RCA sessions to address underlying issues.
- Coordinated with teams to discover and resolve root causes of persistent problems.
- Adhered to IT Service Management (ITSM) processes within Incident, Problem, and Change Management.
- Ensured compliance with ITIL framework principles
- Resolved priority incidents swiftly by triaging and implementing strategies in line with SLAs.
- Ensured minimal impact on business operations.
- Directed and managed activities during P1/P2 incidents over bridge calls with respective team members.
- Constructed and delivered accurate and informative RCA reports to facilitate post-incident analysis.
- Actively participated in CAB meetings to evaluate and prioritize changes.
- Analyzed critical incidents, contributing to the Knowledge Base (KB) development.
TEAM LEAD
IBM
Bengaluru
04.2019 - 01.2020
- Led and managed a team of 16 members, providing clear direction, support, and motivation to ensure the team's success.
- Applied ITIL 4 best practices to align IT service management with business requirements.
- Led daily report compilation, delivering essential insights to senior management.
- Organized regular team gatherings to coordinate efforts and set priorities.
- Managed service desk support queue efficiently.
- Tracked team absenteeism, devising plans to reduce work interruptions.
- Actively managed team performance metrics, tracking key performance indicators (KPIs), and providing constructive feedback and coaching to team members for continuous improvement.
OPERATIONAL ANALYST - CONSUMER ADVOCACY
First Advantage
Bengaluru
09.2017 - 11.2018
- Built and sustained client and user relationships, exceeding service standard targets.
- Performed comprehensive evaluations of background reports for employment and housing purposes.
- Proactively led and managed escalation calls, closely monitoring daily status reviews to guarantee the achievement of enhanced customer satisfaction.
- Addressed critical issues promptly, minimizing client disruptions.
- Actively contributed to the knowledge base, and ensured that the team had access to the latest resources for skill enhancement.
SENIOR TECHNICAL SUPPORT ASSOCIATE
Unisys
Bengaluru
04.2017 - 09.2017
- Provided continuous technical support, resolving a diverse range of technical issues across multiple systems and applications
- Utilized ServiceNow, a leading IT service management platform, to perform various IT service operations
- Actively participated in detailed discussions focused on identifying the root causes of recurring technical issues
- Played a key role in developing and enriching the knowledge base (KB) by sharing insights and best practices
TECHNICAL SUPPORT ASSOCIATE
IBM
Bengaluru
05.2015 - 10.2016
- Ensured and promoted strict adherence to Service Level Agreements (SLA) and established processes while handling critical incidents, including P1/SEV1/2 issues
- Maintained a focus on meeting and exceeding service standards
- Participated in and led various technical functions, including Okta (Single Sign-On) Configuration, Enrolling, Authentication Management, and Active Directory Management
- Attended bridge calls during critical incidents, providing timely and quality remote support when needed
- Observed and monitored Customer Satisfaction (CSAT) scores and conducted baseline evaluations of trainee staff
- Prepared and presented informative reports on their performance, contributing to ongoing improvements in service quality
- Actively supervised the queue and assumed the role of a team supervisor when required
- Engaged in various Agile team activities, fostering a collaborative and dynamic work environment
- Acted as a mentor and provided training to new joiners, equipping them with skills and knowledge to achieve targeted goals
Education
Master of Computer Applications -
VTU
Mysore01.2008
Bachelors in Computer Science -
University of Mysore
01.2004
Skills
- ServiceNow Implementation
- Microsoft Office Proficiency
- Microsoft 365 Proficiency
- Active Directory Management
- Employee Motivation Strategies
- ITIL service management
- Cross-functional coordination
- Requirements gathering
- Candidate sourcing
- ITIL Process Knowledge
- ITIL Framework Familiarity
Certification
- ITIL 4 Foundation Certified
- Prince 2 | Pursuing
Timeline
UNIT MANAGER
Mphasis Pvt Ltd
11.2022 - 02.2024
SERVICE MANAGER (IC ROLE/SME)
IBM
01.2020 - 01.2022
TEAM LEAD
IBM
04.2019 - 01.2020
OPERATIONAL ANALYST - CONSUMER ADVOCACY
First Advantage
09.2017 - 11.2018
SENIOR TECHNICAL SUPPORT ASSOCIATE
Unisys
04.2017 - 09.2017
TECHNICAL SUPPORT ASSOCIATE
IBM
05.2015 - 10.2016
- ITIL 4 Foundation Certified
- Prince 2 | Pursuing
Master of Computer Applications -
VTU
Bachelors in Computer Science -
University of Mysore
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