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.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Service Delivery Lead
Airbus Group India
11.2021 - 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.
- 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
- 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
Service Now Global Operation Manager
Airbus Group India
03.2021 - 10.2021
- 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.
- 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.
- 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.
- Distribute KPI/service reports weekly/monthly to key internal stakeholders and alert any potential issues.
- Ability to communicate across the team regardless of organizational boundaries to achieve the goal.
- Escalate on time and propose mitigation/corrective action if service delivery is not meeting expectations.
- Develop, improve and implement processes with stakeholder agreement to ensure effective information flow to speed up the delivery timelines
- Ensuring operations teams are aware of changes and are prepared to perform the delivery as agreed
- Ensure the availability of the team with proper backup plan to support the agreed service window
- Investigate customer concerns about service, timeliness and quality.
- Oversee training and development of service delivery team
Senior IT Service Management Consultant
HCL Technologies
03.2015 - 03.2021
- 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
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
- Project Management
- Strategic Project Oversight
- Stakeholder Engagement
- ServiceNow Implementation
- Strategic Leadership
- ITSM Process Optimization
- Service Delivery Optimization
- Experienced with IT Service Management Platform
- Effective Communication Skills
- Experience with Agile Frameworks
- Interpersonal Insight
- Emotional Awareness
- Problem-solving
Certification
- PMP (PMI)
- CSPO (Scrum Alliances)
- CSA - Service Now Admin (Udemy)
- ITIL
- Leadership Training (Airbus-Internal)
Personal Information
Timeline
Service Delivery Lead
Airbus Group India
11.2021 - Current
Service Now Global Operation Manager
Airbus Group India
03.2021 - 10.2021
Senior IT Service Management Consultant
HCL Technologies
03.2015 - 03.2021
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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