Priyanka Jha
Bangalore
Summary
Experienced leader with a proven track record of driving results and transforming businesses. Over 15 years of expertise in managing client relationships and leading cross-functional teams, consistently delivering exceptional outcomes. Skilled in building strong partnerships and fostering collaboration, successfully navigating complex business environments to achieve strategic objectives. Adept at identifying growth opportunities and implementing innovative solutions, committed to driving organizational success through effective leadership and a customer-centric approach.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Program Manager
Airbus Group
03.2023 - Current
- Lead and Managed Transition and Transformation projects for Service now and Service Desk which was highly appreciated Globally due to its seamless and high Customer Satisfaction.
- Have extensive experience in implementing Servicenow Transformation projects for ITSM,ITOM, ITBM, CSM and FSM ,HRSD
- Work closely with project sponsor, cross-functional teams, and assigned project managers to develop the scope, deliverables, required resources, work plan, budget, and timing for new initiatives
- Experienced in applying ' fit-for-purpose' programme structures & governance ,building business cases, defining strategies & best approach to ensure successful delivery . Leverages waterfall , Hybrid and Agile practices
- Manage program and project teams for optimal return on investment, and coordinate and delegate cross-project initiatives
- Deliver business strategy and develop systems and procedures, improving 50% of operational quality and team efficiency
- Develop and manage budget for projects and be accountable for delivering against established business goals/objectives Analyze, evaluate, and overcome program risks, and produce program reports for managers and stakeholders
- Develop value-added solutions and approaches by leveraging trends in customer marketplaces and industries like ESM strategy one stop portal
- Managed tight and changing deadlines on multiple projects directing resources and activities resulting in successful delivery of projects as Project Lead
- Create communication and manage process for Continuous Improvement projects for specific PSL, including producing project updates. Work with other program managers to identify risks and opportunities across multiple projects within the department
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
- Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Strong emphasis on building high-performing teams and creating culture that enable people to achieve
Service Now Service Delivery Lead
Airbus Group India
03.2021 - Current
- Managing team of 40+ resources including Business Analysts and developers, Scrum Masters implementing and maintaining service now for various customers. Guiding the team for the process and modules like HRSD , CSM , Facilities and ITOM solutions.
- Hold the full responsibility to lead the service delivery team in the right direction to achieve success.
- Takes proactive action to ensure stable and secure applications and IT infrastructure to avoid potential service disruptions, attending to capacity planning and to information security.
- Define and implement Service Level Agreements (SLAs) to ensure the right level of support execution.
- Provide technical direction, develop and implement procedures and procure tools pertinent to the effective and efficient operation of the service delivery team.
- Monitor overall performance of services and timelines.
- Prepare, maintain and analyze service reports to address any possible delays/issues before it occurs.
- Identify KPI's and create the right reporting parameters and mechanism.
- Develop, improve and implement processes with stakeholder agreement to ensure effective information flow to speed up the delivery timelines
- Ensures and secures strategic vision alignment between his/her function and the Business
- Acts as an advocate on behalf of business stakeholders to ensure his/her function’s services & products meet their business priorities and needs
- Developing strategy and an high level budget estimation co-built with architects, process owners and product owners
- Ensuring global alignment between business stakeholders, ESM team and partner.
- Identifying areas for improvement in business processes providing possible IT solutions compliant with our Service/product strategy
- Serves as liaison between Product Management teams , Product Owners and our customer from kickoff to the delivery, with support of Business Analyst and our teams.
- Manage Conflicts and Negotiation between our customers and our service stakeholders when it’s necessary
- identify and analyze long term user / customer needs & Contribute to the development of the business strategy
- Communicate with business leadership to evaluate joint initiatives and proposals to see how they align with established roadmaps and business priorities.
- Build and manage a relationship team to oversee “convergence and strategic partnering” across the organization, including with executive and senior leadership.
- Engage with project and program leads from each business unit to ensure they understand the objectives for joint strategic efforts.
- Develop multi-year business capability roadmaps with enterprise architecture .
- Reduced costs by optimizing resource utilization and eliminating redundancies in the service delivery process.
- Achieved high levels of customer satisfaction by consistently exceeding performance targets across multiple projects.
Service Now Global Operation Manager
Airbus Group India
03.2021 - Current
- Own and manage service delivery OLA/SLA achievement with high level of customer satisfaction. Manage Application Support Delivery Team including responsibility for Level 1, Level 2 and Level 3 support.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Guiding the team for the process and SOP for modules like HRSD, CSM, Facilities and ITOM solutions
- Appreciated for delivering Global PSL KPIs as Green for 'ITSM ServiceNow'
- Responsible for maintaining positive relationships with stakeholders and ensuring their needs are met, providing regular updates on service delivery and respond to stakeholders inquiries and concerns
- Oversee the delivery of services to clients and coordinate the efforts of different teams to ensure that services are delivered in a timely and efficient manner
- Defining, Tracking and monitor the performance of services, identify areas for improvement, and implement changes as needed
- Responsible for ensuring that service level agreements are met, and that the services provided meet the required quality standards
- Responsible for managing budgets for service delivery, ensuring that resources are allocated effectively, and that costs are kept within budget
- Responsible for building and maintaining high-performing teams, and for fostering a positive working environment
- Continuously evaluate and improve processes to ensure that services are delivered efficiently and effectively
- Identify and create Standard Processes throughout the organization and Analyzing system bottlenecks and inefficiencies, seeking solutions
- Partner with all functions to define process capabilities, assess gaps and develop gap closure plans
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Senior IT Service Management Consultant
HCL Technologies
03.2015 - 11.2021
- Integrated Servicenow and business operations to identify targeted solutions to customer issues
- Devised and implemented ITIL processes and procedures to streamline operations
- Lead multiple ITSM, ESM Modules like HRSM, CSM Facilities Management and ITOM Solutions projects in different geographies for Transition, Transformation and Service Improvement from building ITSM solutions, participating in Pre-Sales and Solution Defense meeting
- Liaised with customers, management, and pre sales team to better understand customer needs and recommend appropriate solutions
- Developed innovative strategies for clients, resulting in increased revenue and business growth
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients
- Established trusted partnerships with key industry influencers, expanding the company's network of resources and contacts
- Managed and Lead a team (Team size max of 15 Pax) of consultants that includes Business Analysts and Developers implementing ServiceNow for various HCL customers
- Perform ITSM Due Diligence for new Projects
- Reduced operational costs for clients through thorough analysis of current systems and identifying areas for improvement.
- Developed customized service management strategies tailored to each client''s unique needs, resulting in increased efficiency and productivity.
- Led workshops on ITIL methodology and best practices to improve internal knowledge and application within the organization.
- Collaborated with sales teams on pre-sales engagements, demonstrating the value-added benefits of working with our consultancy services during prospect presentations.
Delivery Responsible
Ericsson Group India
10.2011 - 03.2015
- Performed multiple roles in process Management like Incident Manager, Change Manager, Request Delivery Manager and Configuration Manager
- Worked as Process Manager operations managing overall service
- Managing stakeholder relationships
- Providing high levels of interpersonal team management to project staff
- Won spot awards
CM Engineer
Nokia Siemens Networks
12.2009 - 10.2011
- New Configurations / Integration/ Testing of Node-B Sites/BTS of different configurations
- System software downloading of BTS as well as RNC Nodes
- End-to-end support in configuration and operation support, coordination and control of assigned Trouble Tickets
- Work Order Management and closure on a 24x7 basis
- Won Award creating maximum number of Site
Project Engineer
Dell Soft Technologies Pvt Ltd
06.2009 - 12.2009
- Support the development and deployment of project deliverables (Methods, tools, and knowledge resources) in coordination with the onshore Project Manager
- Maintain content relevancy by working with Service Group Leads and/or Project Managers on contribution
- Update, review, and archival processes and activities
Education
BE -
Rajasthan Universty
06-2009
Skills
- Product Development Management
- Programme Management
- Strategic Project Oversight
- Team Leadership
- Stakeholder Engagement
- ServiceNow Implementation
- Strategic Leadership
- ITIL Best Practices Knowledge
- ITSM Process Optimization
- Service Delivery Optimization
- Experienced with IT Service Management Platform
- Effective Communication Skills
- Experience with Agile Frameworks
- Process Optimization
- Effective Team Coordination
- Resilient Change Agent
- Interpersonal Insight
- Emotional Awareness
- Problem-solving
Certification
- PMP (PMI)
- CSPO (Scrum Alliances)
- CSA - Service Now Admin (Udemy)
- ITIL
- Leadership Training (Airbus-Internal)
Timeline
Program Manager
Airbus Group
03.2023 - Current
Service Now Service Delivery Lead
Airbus Group India
03.2021 - Current
Service Now Global Operation Manager
Airbus Group India
03.2021 - Current
Senior IT Service Management Consultant
HCL Technologies
03.2015 - 11.2021
Delivery Responsible
Ericsson Group India
10.2011 - 03.2015
CM Engineer
Nokia Siemens Networks
12.2009 - 10.2011
Project Engineer
Dell Soft Technologies Pvt Ltd
06.2009 - 12.2009
BE -
Rajasthan Universty
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