Audity Irene Goldsmith
Bengaluru
Summary
Strategic and results-driven Program & Service Delivery Leader with 20+ years’ experience leading enterprise-scale managed services, operational transformation, governance, and global delivery programs across IBM, AT&T, and iOPEX Technologies. Proven expertise in stabilising critical enterprise accounts, recovering underperforming programs, driving AI-enabled operational transformation, and managing globally distributed teams across APAC, EMEA, CALA, and the US. Strong record of improving CSAT, SLA adherence, operational efficiency, billing governance, workforce stability, and customer experience through data-driven governance frameworks and automation-led operational models.
Overview
28
28
years of professional experience
Work History
OPERATIONS MANAGER
iOPEX Technologies
02.2022 - 08.2025
- Oversaw multi-client delivery operations for SPLUNK -Cisco projects: workforce planning, SLA governance, quality monitoring, billing analysis, risk management, and business continuity across cross-functional teams.
- Recovered CSAT from 70% to 98% within 3 months across a team of 48 — through deep RCA on calls and cases, reinforcing SOP/SLA adherence and targeted training; sustained at 98% for 4 consecutive quarters, reduced escalations and drove additional project wins.
- Eliminated attrition from 70%+ quarterly to 0% within a single quarter (team of 48) via cross-skilling, timely promotions, and engagement programs; controlled shrinkage to <10% and sustained delivery continuity.
- Achieved 98% on-time project go-live by creating a standardised internal process ('bluebook'), deploying project trackers, and running risk-focused war-room governance — zero timeline breaches across the portfolio.
- Lifted NPS from 65% to 95% by identifying scorecard inconsistencies, simplifying feedback formats, and tightening quality measures; moved client rating from Amber to Green, avoiding contractual penalties.
- Restored project closure rates from 55% to 95% per quarter through workflow streamlining, backlog reduction, cross-team collaboration, and proactive performance monitoring — enabling on-time billing and SLA achievement.
- Utilized AI-enabled platforms and dashboards to improve operational insights, reporting accuracy, and decision-making support.
- Strengthened operational oversight through structured escalation management and proactive delivery governance.
SERVICE DELIVERY MANAGER
iOPEX Technologies
01.2021 - 01.2022
- Managed a portfolio of 1,000+ IT infrastructure and managed services projects supporting enterprise customers across EMEA, the US, and CALA regions for AT&T and IBM projects. Led globally distributed teams across India and Manila under stringent SLA and MOU commitments.
- Enabled AT&T to recover $2M in delayed invoicing by identifying a critical defect in a client-owned automated billing tool — built the case study with team leads, presented findings to both client and development teams, and coordinated a 6-month fix with DevOps and testing to restore billing within SLA timelines.
- Proposed an idle-asset rental charge for devices uninstalled beyond the agreed timeline; AT&T adopted the model with vendors, generating $10M in new revenue while incentivising faster on-site deployment and expanding the project scope.
- Resolved a 3-month SLA breach post go-live through detailed RCA, process checklists, and daily governance reviews; sustained Green SLA performance throughout the project lifecycle.
- Improved program visibility using dashboards, reporting tools, and operational analytics for leadership decision-making.
PROJECT MANAGER
AT&T
07.2015 - 12.2020
- Managed APAC transport and managed service orders across Indonesia, Thailand, the Philippines, and Malaysia with ownership of end-to-end project delivery, vendor governance, escalation management, SLA compliance, and operational execution.
- Improved on-time delivery and operational efficiency by implementing end-to-end task tracking frameworks that addressed execution bottlenecks across the order lifecycle, improving SLA adherence and client satisfaction.
- Introduced structured validation and test-and-turn-up governance practices that significantly reduced post-deployment faults and rework, enabling fault-free, timely billing.
- Managed vendor coordination, billing governance, and client communications to ensure seamless project execution and operational continuity.
- Strengthened operational governance and delivery oversight through proactive reporting and escalation management to mitigate delays in the delivery of the devices.
TRAINING & BUSINESS ADMINISTRATION LEAD
AT&T
07.2012 - 06.2015
- Led APAC reporting, compliance programs, budget coordination, employee engagement initiatives, training governance, and leadership communication activities for the Bengaluru operations centre.
- Managed organisational reporting and compliance activities across multiple operational functions.
- Coordinated leadership engagement programs, recognition initiatives, and workforce communication activities.
- Supported operational governance through reporting accuracy, compliance management, and process coordination.
- Contributed to employee capability development through structured training initiatives.
QUALITY & PERFORMANCE LEAD
AT&T
08.2010 - 06.2012
- Led SLA reporting, performance analysis, operational quality reviews, compliance governance, and global account reporting activities for AT&T’s One Ticketing System (AOTS) operations.
- Conducted in-depth SLA and operational performance analysis across global accounts.
- Managed compliance reporting and governance activities within the APAC region.
- Supported operational excellence initiatives through reporting, analytics, and process improvement recommendations.
- Developed operational insights that improved service quality and delivery consistency.
SR- HR/ CLIENT SUPPORT MANAGER
IBM
04.2005 - 07.2010
- Progressed through multiple operational and leadership roles involving major incident management, service operations, recruitment, onboarding, IBM business strategies, HR policy guideline support, RCA coordination, and client management.
- Managed end-to-end recruitment, onboarding, and employee orientation for IBM’s 'Application hosting services and Networking' competencies.
- Coordinated hiring, vendor management, interview scheduling, and workforce planning.
- Served as SPOC for onboarding approvals, employee relations, and HR policy support.
- Ensured compliance, reporting accuracy, and smooth execution of recruitment operations.
- Supported IBM compliance activities related to recruitment and HR operations.
- Managed major incident coordination and operational escalations for enterprise environments.
- Supported operational stability through RCA execution and knowledge management activities.
- Contributed to service continuity, process governance, and operational support functions.
- Client support management.
PROGRAMME COORDINATOR & TRAINER- NGO’s
YWCA | UNICEF | ERLISID/ SAMA
01.1998 - 01.2005
- Led social impact and community development programs across Assam and Delhi, focusing on education, health awareness, training, and women’s empowerment initiatives.
- Coordinated child labour advocacy and community awareness programs sponsored by UNICEF and the Voluntary Health Association of Assam, promoting education initiatives such as 'Each One Teach One'.
- Conducted Training of Trainers (TOT) programs on self-empowerment, livelihood skills, reproductive health, gender equity, leadership development, and community peace building.
- Organised awareness and education programs on HIV/AIDS, RTI/STI, drug abuse, malaria, dengue, and public health across schools, colleges, and community groups.
- Facilitated Self Help Group (SHG) formation, non-formal education for street children, and health & hygiene training programs.
- Coordinated stakeholder engagement and community outreach initiatives with NGOs, educational institutions, and social organisations, including the Young Women’s Christian Association and World Vision.
Education
Nano Degree in Data Foundation on Robotics -
01-2019
Six Sigma Green Belt -
01-2010
Bachelor of Science -
Guwahati University
01-1998
Skills
- End-to-End Project & Program Delivery
- Incident Management & Root Cause Analysis
- Cross-Functional Team Leadership
- Billing Integrity & Revenue Protection
- SLA Governance & Compliance
- Vendor & Procurement Management
- Stakeholder & Client Relationship Management
- Process Optimisation & Continuous Improvement
- Risk Identification & Mitigation
- Workforce Planning & Roster Management
Custom Section
- Salesforce
- Splunk platform
- Microsoft Office & Collaboration Suite
- HRMS Platforms
- AOTS (AT&T One Ticketing System)
- Dashboard & Reporting Tools
- AI Platforms (Enterprise Chatbots)
- Performance Management Systems
- Workflow & Project Tracking Tools
Awards
- Best Leader Award, iOPEX & Splunk, 2023
- Leadership Excellence Award, iOPEX, 2022
- Recognized by AT&T Business for Ownership & Delivery Excellence, 2021-2022
- Multiple Top Performer Awards, AT&T, 2012-2016
- IBM BRAVO Award for Performance Excellence, 2005
Languages
English
Proficient
C2
Hindi
Intermediate
B1
Assamese
Advanced
C1
Timeline
OPERATIONS MANAGER
iOPEX Technologies
02.2022 - 08.2025
SERVICE DELIVERY MANAGER
iOPEX Technologies
01.2021 - 01.2022
PROJECT MANAGER
AT&T
07.2015 - 12.2020
TRAINING & BUSINESS ADMINISTRATION LEAD
AT&T
07.2012 - 06.2015
QUALITY & PERFORMANCE LEAD
AT&T
08.2010 - 06.2012
SR- HR/ CLIENT SUPPORT MANAGER
IBM
04.2005 - 07.2010
PROGRAMME COORDINATOR & TRAINER- NGO’s
YWCA | UNICEF | ERLISID/ SAMA
01.1998 - 01.2005
Nano Degree in Data Foundation on Robotics -
Six Sigma Green Belt -
Bachelor of Science -
Guwahati University