Pallavi Thakare
Pune
Summary
Strategic IT Service Delivery Leader & Project Manager with 16+ years of experience, including 6 years at Jaguar Land Rover Halewood, driving operational excellence in automotive manufacturing. Skilled in root cause analysis, structured problem solving, and digital transformation. Proven ability to lead cross-functional teams, manage complex change, and deliver measurable improvements in service quality, risk mitigation, and customer satisfaction — achieving cost savings of over £500K across multiple initiatives. Successfully managed enterprise application teams to ensure seamless operations, rapid issue resolution, and alignment with business objectives.
Overview
17
17
years of professional experience
Work History
Service Delivery, Operations & Process Lead – Jaguar Land Rover Halewood
Tata Consultancy Services
01.2009 - Current
- Operational Excellence & Risk Management
- Closed 36 risks and maintained 43 Known Errors, reducing potential downtime costs by ~£120K annually.
- Reviewed 200+ Change Requests; led 120+ CRs during shutdowns, ensuring zero unplanned outages, protecting £1M+ in production value.
- Investigated 15+ Problem Records; supported 20+ VLDRs for P1 issues, preventing repeat failures worth ~£80K.
- Led shutdown planning with JLR, Digital, and Maintenance teams, safeguarding critical production timelines.
- Customer Engagement & Leadership
- Served as Acting Service Performance Manager (SPM) during key operational periods; led plant floor meetings, digital reviews, and stakeholder sessions to ensure seamless service continuity and strategic alignment.
- Delivered HEV awareness and EV guideline training to 60+ trainees, improving compliance and reducing onboarding costs by ~£25K.
- Received customer appreciation for audit handling, VLDR investigations, and issue resolution.
- Process Innovation & Automation
- Created 15 Remedy templates, cutting incident logging time by 70% and saving ~£30K in service desk effort annually.
- Automated EOS and OPR reports, standardizing production data and reducing manual reporting errors, estimated savings: £40K/year.
- Designed a SIAM tracker adopted by multiple plants, improving quality compliance and avoiding penalties worth ~£50K.
- Strategic Contributions
- Clarified PLC-side issues during downtime, shifting accountability from Digital and avoiding ~£100K in misattributed costs.
- Co-created SOP for Set Aside vehicles; recognized by leadership for improving vehicle traceability and reducing rework.
- Regularly contributed to monthly decks and stakeholder sessions, influencing decisions tied to £2M+ in operational budgets.
Education
Bachelor of Science - Computer Science
Pune University
Nashik01-2008
Skills
- ITIL-based Service Management
- Root Cause Analysis
- Manufacturing IT Operations
- Risk & Audit Management
- Process Automation & Reporting
- Stakeholder Engagement
- Customer Satisfaction
- Agile Collaboration
- Cross-Functional Leadership
- Remedy
- Helix
- JIRA
- MS Office
- Azure
Timeline
Service Delivery, Operations & Process Lead – Jaguar Land Rover Halewood
Tata Consultancy Services
01.2009 - Current
Bachelor of Science - Computer Science
Pune University
Certifications And Achievements
- ITIL V4 & ITIL 4 Specialist: Create, Deliver, Support
- Agile & Scrum Training
- Microsoft Azure Certified
- Local Winner – Team Improvement Circle (Halewood)