MOHANA SELVI
Chennai
Summary
- Seasoned IT Service Management professional with over 10 years of experience in delivering exceptional customer experiences and driving operational excellence within the financial and technology sectors.
- Proven ability to spearhead service delivery transformations, optimize IT processes and implement industry best practices to achieve and surpass business objectives.
- Adept at leading cross-functional teams, managing stakeholders and fostering collaborative relationships to drive successful project implementation and service delivery.
- Expertise in incident management, problem management, change management and knowledge management, ensuring seamless IT operations and high levels of customer satisfaction. Proficient in ITIL framework implementation, service level agreement (SLA) management, and performance reporting, ensuring service delivery aligns with business needs and regulatory requirements.
- Instrumental in establishing and implementing end-to-end service delivery models, PMO engagement frameworks and standardized IT processes across diverse organizations. Experience in conducting root cause analyses, implementing corrective actions and driving continuous improvement initiatives to enhance service quality and efficiency.
- Adept at managing audits, ensuring compliance with regulatory standards and providing comprehensive documentation to support audit findings.
- Retain strong analytical, problem-solving, and communication skills, enabling effective stakeholder management, clear articulation of technical concept, and data-driven decision-making.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Sr. Manager, Technology Service Management
Standard Chartered GBS LTD
04.2021 - Current
- Led global Service management communication for critical incidents, effectively minimizing downtime and business impact
- Collaborated with global service support and problem management teams to identify and resolve root causes, preventing recurring incidents and enhancing service stability
- Developed and delivered comprehensive monthly service performance reports to senior management and technology stakeholders, enabling data-driven decision-making and service optimization
- Conducted thorough root cause analysis (RCAs) for client impacting incidents, ensuring timely resolution and implementation of preventative measures
- Partnered with support and project teams to define and refine service requirements for new initiatives, ensuring seamless integration and optimal service delivery
- Addressed and resolved audit queries and findings from global regulators, ensuring compliance with industry standards and regulatory requirements
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
Chief Manager
Aditya Birla Capital Ltd
09.2017 - 04.2021
- Defined and implemented a comprehensive Service Delivery Model, resulting in streamlined operations and enhanced IT service quality across the organization
- Developed and implemented a robust PMO Engagement model, fostering closer collaboration between project teams and business stakeholders, ensuring alignment with strategic objectives
- Optimized resource allocation, ensuring efficient use of personnel, materials, and equipment in achieving objectives.
- Evaluated departmental performance metrics regularly to identify areas for improvement and implement corrective actions as needed.
- Spearheaded major projects from inception through completion, consistently meeting deadlines while staying within budget constraints.
- Managed project scope, requirements, costs, resources, and commercials, ensuring on-time, within budget project delivery
- Oversaw project financials, implementing Earned Value Management (EVM) principles
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Championed a culture of continuous improvement within the organization by promoting best practices and encouraging employees to seek out innovative solutions to challenges faced daily.
Lead Quality
Scope International Private Ltd
12.2012 - 03.2016
- Managed process changes, collaborating with stakeholders to ensure seamless implementation and publishing updated documentation on SharePoint
- Partnered with the Risk Management team to proactively identify and mitigate potential risks associated with process definitions
- Managed the work orders for onboarding new technology
Specialist
HCL Technologies Ltd
04.2010 - 12.2012
- Served as the single point of contact for Change, Incident, and Problem Management teams, facilitating communication and collaboration
- Successfully implemented Change Management, Knowledge Management, and Incident Management processes in the India region, contributing to process standardization and improved IT service delivery
Team Leader
Accenture Services Pvt Ltd
06.2008 - 03.2010
- Maintained and delivered timely and accurate reports on turnaround times (TAT) and accuracy for financials and HR services delivered to clients
- Maintained a comprehensive incident report repository, enabling efficient incident tracking, analysis, and knowledge sharing
Processing Officer
TCS eServe Pvt Ltd
07.2004 - 05.2008
- Processed documentary collections, letters of credit, and fund transfers ensuring accuracy and adherence to regulatory guidelines
- Managed and resolved customer queries efficiently, ensuring timely resolution and high levels of customer satisfaction
Education
MBA - Technology Management
01.2024
Bachelor Degree - Corporate Secretaryship
01.2002
Skills
- ITIL Framework
- Service Delivery Management
- Incident Management
- Problem Management
- Change Management
- SLA Management
- Root Cause Analysis
- Risk Management
- Project Management
- Strategic planning
Accomplishments
- Documented and resolved recurring issues which led to increased CSAT scores
- Resolved product issue via
- Achieved [Result] through effectively helping with [Task].
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- ITIL V3 – Foundation, 12/01/09
- Agile Scrum Master, 12/01/22
Languages
English
Tamil
Telugu
Hindi
German (Elementary)
Hobbies and Interests
- Reading
- Music
- Yoga
- Adventure sports
- Travelling
- Pencil art
Timeline
Sr. Manager, Technology Service Management - Standard Chartered GBS LTD
04.2021 - Current
Chief Manager - Aditya Birla Capital Ltd
09.2017 - 04.2021
Lead Quality - Scope International Private Ltd
12.2012 - 03.2016
Specialist - HCL Technologies Ltd
04.2010 - 12.2012
Team Leader - Accenture Services Pvt Ltd
06.2008 - 03.2010
Processing Officer - TCS eServe Pvt Ltd
07.2004 - 05.2008
Bhaktavatsalam Memorial College - Bachelor Degree, Corporate Secretaryship
- ITIL V3 – Foundation, 12/01/09
- Agile Scrum Master, 12/01/22
Alagappa University - MBA, Technology Management
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