Ramya Jayaram

• Leading the IT Service Management team & the Process owner for Incident, Problem, Change, Service Requests, Monitoring, Capacity & Service Level Management.
• Accountable for 76 KPI Metrices & coming up with improvement actions for metric breaches across all towers and teams.
• Involved through transition to steady state delivery of the ITSM processes.
• Initiated Daily Service Operations huddle to track on the unassigned, Ageing tickets & Service Requests.
• Chairing the Monthly KPI meetings on contractually agreed metrics with the customer leadership teams & Daily/weekly cadence reviews with the customer.
• Act as the SPOC for customer and Wipro related handovers & escalations.
• Creating & maintaining the ITSM Process documentations.
• Consolidation & configurations of SLA’s to have a uniform reporting and metric compliance.
• Monitoring, measuring & reviewing end to end service performance.
• Continuously worked with Delivery teams to ensure continued alignment between business requirements, IT strategy & planning for the customer.
• Worked with the Customer Service Owner and created a Content & conducted SIAM process level training session for entire Customer Organization.
• Service Level Management implementation across customer service providers
• Implemented service level agreement recovery process
• Establish SIAM governance across customer service providers
• Maintain and improve stakeholder relationship
• Implemented joint ways of working (JWOW) between SIAM and customer service Providers
• Contributed in service improvement during service providers monthly service delivery review
• Introduced operational level agreements between Customer and Customer Service Providers
• Standardized reporting , dashboard and SLA calculation methodology
• Owned monthly SIAM resource unit billing
• Streamlined reporting & Dashboard

• Design, development and implementation of processes, tools based on best practice frameworks
• Collaborate with critical stakeholders to ensure value corelation on contract and service level agreements
• Setup end to end Governance and establish OLA between service partners for one view to customer
• Influence Service Providers to establish OLAs with Service Providers and implement an Issue and Dispute process methodology • Evaluate Service Level Management Performance via implementation and monitoring of agreed KPIs
• Provide recommendations to improve processes
• Identify and Develop Stakeholder and Service Level relationships
• Monitor, analyse and report Service Level achievements and KPIs, including defined end to end business service levels
• Service Level reporting consolidation and analysis across Service Providers
• Address missed Service Levels by escalating to the Service Provider escalation point and providing remedial action plan
• Review / revise (CLIENT) contracts and service descriptions regarding SLAs

Retain the commercial and contractual relationship, accountability and procurement for Service Providers where (CLIENT) owns the contract

• Manage daily, weekly, monthly and periodic reports
• Manage Monthly Operational Service Review
• Implement SMART (Specific-Measurable-Achievable-Realistic-Time bound) objectives around service level agreements, to ensure both long term and short-term focus.

• Provide coaching, guidance and direction to maximize team effectiveness and productivity
• Coordinate tasks of technical support team to keep workflow consistent.
• Responsible for the successful achievement of the goals for Productivity and effectiveness as defined in the Operational and Financial plans.