Madhavi Samala
Delivery Manager
Bengaluru,KA
Summary
Results-driven Service Delivery Manager experienced in data analytics, customer satisfaction, and process improvement. Led initiatives that enhanced service delivery and operational efficiency while driving continuous improvement across cross-functional teams. Delivered exceptional customer experiences through effective training, coaching, incident investigation, and client relationship management.
Overview
1
1
Certification
18
18
years of professional experience
Work History
Service Delivery Manager
Dell EMC
Bengaluru, India
09.2017 - Current
- Led service delivery initiatives to enhance customer satisfaction and operational efficiency.
- Developed and implemented process improvement strategies, resulting in streamlined workflows.
- Managed cross-functional teams to ensure timely project completion and resource allocation.
- Analyzed service metrics to identify trends and drive continuous improvement efforts.
- Fostered strong relationships with stakeholders to align service delivery with business objectives.
- Oversaw training programs for team members, enhancing skills and performance standards.
- Coordinated escalations and resolution processes, ensuring optimal service recovery for clients.
- Evaluated vendor performance to optimize partnerships and improve service offerings.
ITSM Process Lead
Prevas India Systems Development
Bengaluru, India
03.2015 - 06.2017
- Led ITSM process improvement initiatives to enhance service delivery and operational efficiency.
- Developed and implemented ITIL-based frameworks to standardize incident and change management processes.
- Mentored cross-functional teams on ITSM best practices, fostering a culture of continuous improvement.
- Analyzed key performance metrics to drive strategic decisions and optimize service management workflows.
- Collaborated with stakeholders to align IT services with business objectives, ensuring high customer satisfaction levels.
- Facilitated root cause analysis sessions, reducing recurring incidents through effective problem management techniques.
- Oversaw tool selection and implementation for ITSM platforms, enhancing automation and reporting capabilities.
ITSM Analyst
CGI
Bengaluru, India
05.2008 - 02.2015
- Analyzed service management processes to identify areas for operational improvement and efficiency gains.
- Developed and implemented service level agreements to ensure compliance with client expectations.
- Collaborated with cross-functional teams to streamline incident management workflows and enhance customer experience.
- Conducted root cause analysis on service disruptions, driving corrective actions to prevent recurrence.
- Led initiatives to optimize ticketing systems, improving response times and resolution rates for technical issues.
- Mentored junior analysts in best practices for service management tools and methodologies, fostering a culture of continuous improvement.
- Generated reports on service performance metrics, providing insights for strategic decision-making and resource allocation.
Education
Bachelor of Science - Computer And Information Sciences
SKR & SKR Govt. Degree College For Women
Kadapa, India 04.2001 -
Skills
Customer satisfaction
Client management
Service quality enhancement
Data analytics
Stakeholder collaboration
Team training
Case management
Team development initiatives
Certification
IITL Foundation v4
Timeline
Service Delivery Manager
Dell EMC
09.2017 - Current
ITSM Process Lead
Prevas India Systems Development
03.2015 - 06.2017
ITSM Analyst
CGI
05.2008 - 02.2015
Bachelor of Science - Computer And Information Sciences
SKR & SKR Govt. Degree College For Women
04.2001 -