MONICKA DEVI N
IT SERVICE DELIVERY MANAGER
Chennai
Summary
Results-driven Operations & Service Delivery Leader with 12+ years of experience across IT and Non-IT environments, including Founder’s Office operations, IT service management, and enterprise operations leadership. Proven expertise in process optimization, KPI governance, ITIL frameworks, cross-functional coordination, and stakeholder management. Adept at working in fast-paced startup ecosystems and structured corporate environments, delivering measurable improvements in productivity, service quality, and operational efficiency.
Overview
15
15
years of professional experience
2
2
Certifications
Work History
Founder's Office
Voluntad India Pvt. Ltd.
2025.09 - Current
- Work closely with the Founder to manage day-to-day business operations and strategic execution
- Align cross-functional teams with organizational priorities and timelines
- Draft and manage appointment letters, contracts, and internal policies
- Conduct operational reviews and track execution status across departments
- Build operational dashboards and KPI reports for leadership visibility
- Drive process improvements and vendor coordination to improve efficiency
- ~5 months (ongoing)
Manager – Operations
Glosil Scientific Pvt. Ltd.
2025.02 - 2025.07
- Led end-to-end operations across departments, aligning execution with business goals
- Defined KPIs and SOPs, improving operational productivity by ~80%
- Managed and mentored 30+ team members
- Strengthened accountability, performance tracking, and reporting mechanisms
- 6 months
Senior System Engineer – Service Operations
Trianz Digital Consulting Pvt. Ltd.
2023.04 - 2024.03
- Owned Major Incident Management (P1/P2) using ServiceNow
- Led war rooms and coordinated cross-functional technical teams
- Delivered Root Cause Analysis (RCA) and corrective action plans
- Improved SLA compliance and incident resolution timelines
- 11 months
Technical Support Analyst
Aegan Technologies Pvt. Ltd.
2022.04 - 2023.04
- Delivered enterprise-level Office 365 support
- Handled critical escalations and high-priority incidents
- Created SOPs and documentation to improve First Call Resolution
- 1 year
IN SLS Support Management Coordinator
Primus Global Technologies Pvt. Ltd. (Client: HP)
2020.08 - 2022.04
- Coordinated IT service delivery operations for HP engagement
- Reduced repeat incidents by 20% through proactive RCA
- Standardized ITIL workflows and operational reporting
- 1 year 9 months
Sales Support Associate
Hewlett Packard Enterprise
2015.06 - 2018.12
- Managed 750+ ServiceNow tickets per month
- Maintained 98% CSAT
- Automated workflows to improve turnaround time and efficiency
- 3 years 7 months
Operations Coordinator
MIOT International
2014.11 - 2015.05
- Supervised 38+ operational staff ensuring uninterrupted daily operations
- Coordinated scheduling, reporting, and service delivery activities
- Supported compliance and operational efficiency initiatives
- 6 months
Administrative Executive
Conjoin Financial Solution
2010.11 - 2014.11
- Managed administrative operations, documentation, and executive coordination
- Supported leadership with scheduling, reporting, and internal communication
- Improved record management and operational consistency
- 4 years
Education
B.Sc. - Biotechnology
Guru Nanak College
Chennai, IndiaSkills
Operations management
Business operations enhancement
ITIL 4 Processes (Incident, Problem, Change)
Service Delivery & SLA Management
KPI Definition & Performance Tracking
Certification
ITIL 4 Foundation Certified
Timeline
Founder's Office
Voluntad India Pvt. Ltd.
2025.09 - Current
Manager – Operations
Glosil Scientific Pvt. Ltd.
2025.02 - 2025.07
Senior System Engineer – Service Operations
Trianz Digital Consulting Pvt. Ltd.
2023.04 - 2024.03
Technical Support Analyst
Aegan Technologies Pvt. Ltd.
2022.04 - 2023.04
IN SLS Support Management Coordinator
Primus Global Technologies Pvt. Ltd. (Client: HP)
2020.08 - 2022.04
Sales Support Associate
Hewlett Packard Enterprise
2015.06 - 2018.12
Operations Coordinator
MIOT International
2014.11 - 2015.05
Administrative Executive
Conjoin Financial Solution
2010.11 - 2014.11
B.Sc. - Biotechnology
Guru Nanak College