Nazia Sultana SJ
Bangalore
Summary
Strategic Service Delivery Leader with 16+ years of progressive experience bridging business strategy with technology execution across healthcare and enterprise environments. Proven expertise in stakeholder engagement, IT governance, digital transformation, operational excellence, and cross-functional program delivery. Strong ability to translate business priorities into technology roadmaps, service improvement initiatives, and enterprise delivery strategies that drive measurable business value.
Experienced in partnering with senior leadership, business units, engineering teams, operations, compliance, and external vendors to align IT capabilities with organizational objectives. Demonstrated success managing IT demand pipelines, operational governance, critical incident response, change management, service optimization, and strategic transformation initiatives in global environments.
Skilled in balancing strategic business discussions with technical delivery oversight, including ITSM governance, cloud operations exposure, compliance management, SLA/KPI reporting, and enterprise stakeholder communication. Recognized for driving continuous improvement, improving operational efficiency, and strengthening business-IT alignment through collaborative leadership and data-driven decision making.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Program Manager/Service Delivery Manager
Oracle Cerner Corporation
Bangalore, India
04.2014 - Current
Key Contributions
Key Responsibilities and Achievements. Additional strategic contributions.
April 2014 – Present.
Lead end-to-end service delivery and operational governance for large-scale healthcare and clinical application environments, supporting global clients and hospital systems (Soarian and Millennium)
- Partner with business stakeholders, engineering, operations, and compliance teams to align IT service delivery with business priorities and operational goals.
- Lead enterprise service governance, including incident, problem, change, release, and escalation management for mission-critical healthcare application environments.
- Manage stakeholder communication, executive reporting, SLA/KPI governance, risk mitigation, and operational readiness activities.
- Drive continuous improvement initiatives focused on service reliability, operational efficiency, customer satisfaction, and governance maturity.
- Collaborate with infrastructure, security, compliance, and support teams to ensure seamless service delivery, audit readiness, cloud operations support, and business continuity.
- Manage critical incidents, root cause analysis, corrective action planning, and high-severity escalations to ensure timely resolution and service stability.
- Support transition management, go-live coordination, operational planning, and IT roadmap initiatives across multiple delivery streams.
- Strengthen operational visibility through KPI dashboards, governance reviews, and data-driven service improvement programmes.
- Mentor operational teams and promote a culture of accountability, collaboration, and service excellence.
Service Management Analyst
Accenture Service PVT LTD
09.2010 - 02.2014
- Supported enterprise service delivery operations for global clients.
- Coordinated incident, change, and problem management activities aligned with ITIL frameworks.
- Managed SLA reporting, service metrics, operational dashboards, and governance tracking.
- Acted as liaison between technical teams, service desk operations, and business stakeholders.
- Performed incident trend analysis and service improvement reporting.
- Contributed to process optimization initiatives improving delivery efficiency by 30%
Technical Support Associate
Convergys
08.2009 - 09.2010
- Delivered on-site assistance for systems running Windows 7.
- Performed quality assurance and quality control assessments of support ticket fulfilment.
- Facilitated client support remotely via phone, email, and chat.
- Resolved service user requests within target timeframes.
Technical Support Associate
Aditya Birla Minacs Pvt Ltd
09.2008 - 01.2009
- Offered remote support regarding Apple iPhone for clients via phone, email and chat.
Education
Bachelor of Engineering - Information Science & technology
Acharya Institute of Technology
Belgaum01-2008
Skills
Service Management and Operations
- Incident, Problem, Change, and Release Management
- ITIL Framework and Governance
- SLA/KPI Management
- Risk and Compliance Monitoring
- Service Transition and Operational Readiness
- Escalation Management
- CAPA and Root Cause Analysis
- Program Governance
- Strategic Planning
- Stakeholder management
- Agile and Scrum practices
- Continuous improvement
- Cross-functional Team Leadership
- Power BI
- Oracle Analytics Cloud (OAC)
- MS Excel Reporting
- Google Sheets
- Dashboarding & KPI Reporting
- Jira
- Confluence
- BMC Remedy
- ServiceNow (Working Knowledge)
- Power BI
- Oracle Analytics Cloud (OAC)
- MS Excel & Reporting Tools
- Exposure to AWS-based environments
- Cloud Application Operations & Support
- Jira
- Confluence
- BMC Remedy
- ServiceNow (Basic Knowledge)
- OCI Foundations
- Exposure to AWS Environments
Core Competencies
- IT Business Partnership & Stakeholder Management
- IT Service Delivery & Operations Governance
- Digital Transformation & Continuous Improvement
- Incident, Change & Problem Management ITIL
- IT Demand & Portfolio Coordination
- SLA/KPI Governance & Executive Reporting
- Program & Project Management
- Risk, Compliance & Business Continuity
- Cross-functional Leadership
- Cloud Operations & Enterprise Applications
Certification
- ITIL v3/v4
- Six Sigma Green Belt from IMC institute (Dubai)
- Six Sigma Black Belt from IMC institute (Dubai)
- PMP 35 PDU's from IMC institute (Dubai)
- Oracle Cloud Foundation (OCI)
- PSMI certified from Scrum.org
- PSM-A certified from Scrum.org
Personal Information
- Nationality: Indian
- Marital status: Married
- Gender: Female
Websites, Portfolios and Profiles
https://www.linkedin.com/in/nazia-sultana-a1468295/
Languages
English
Proficient
C2
Hindi
Advanced
C1
German
Beginner
A1
kannada
Intermediate
B1
Timeline
Senior Program Manager/Service Delivery Manager
Oracle Cerner Corporation
04.2014 - Current
Service Management Analyst
Accenture Service PVT LTD
09.2010 - 02.2014
Technical Support Associate
Convergys
08.2009 - 09.2010
Technical Support Associate
Aditya Birla Minacs Pvt Ltd
09.2008 - 01.2009
Bachelor of Engineering - Information Science & technology
Acharya Institute of Technology