Shivanshu Sharma

RMIT (Royal Melbourne Institute of Technology) is a global university based in Melbourne, Australia, known for its emphasis on practical, industry-relevant education and research. Established in 1887, RMIT has grown into a leading institution with a strong reputation for innovation and collaboration. The scope encompassed transforming the Customer's existing digital environment, including digital platforms, applications, and learning and teaching technologies. This transformation involved delivering innovative solutions specifically tailored to meet the unique needs and requirements of the higher education sector.

• Stakeholder Management: Engage in stakeholder management from a project perspective, ensuring alignment with project goals and objectives, resulting in a 10% improvement in project success rates. Through transparent progress tracking and task management, stakeholders gained visibility into project status, enabling informed decision-making and trust-building.
• Financial Management: Participate in drafting service budgeting, advise on areas of possible improvements to enhance Contribution Margin, leading to positive DVI.
• Operational Excellence: Maintain staffing levels, resulting in a remarkable 98% on-time and accurate delivery rate. By facilitating agile ceremonies and optimizing communication, I streamlined processes, reducing time wastage and improving productivity.
• Client Engagement: Play a pivotal role in SoW reviews and renewals, focusing on developing long-term partnerships with clients.
• Reporting and Compliance: Produce insightful weekly and monthly reports, with a focus on maintaining SLAs at less than 5% breaches. Maintain a high 95% customer satisfaction rate with health check reports.
• Continuous Improvement: Spearhead a minimum of one improvement initiative each quarter, resulting in a 15% increase in process efficiency. I prioritized defect resolution, coached team members on Agile principles, and collaborated with other Scrum Masters to refine methodologies. I organized and led sprint planning, retrospectives, and demos, ensuring efficient progress tracking. Employing a servant leadership style, I tracked team velocity and managed task delivery transparently, fostering a culture of continuous improvement and maximizing productivity.
• Team Leadership and Development: Ensure the team possesses the required skillset, aligning with contractual obligations at an impressive 90% average. Manage resources, addressing training requirements and certifications, achieving a 98% certification rate. Maintain 100% process adherence among team members.
• Collaboration and Innovation: Foster effective collaboration with stakeholders and delivery teams, resulting in an improvement in cross-functional teamwork. Cultivate a culture of innovation within the team, achieving an increase in innovative contributions.
• Resource Management Innovation: Optimize team performance for contract delivery through streamlined resource management, including training, certifications, and soft skills. Create a highly skilled and adaptable team.
• Continuous Improvement Leadership: Lead continuous improvement initiatives, identifying and implementing a minimum of one transformative improvement per quarter, significantly elevating overall service delivery efficiency.

Incident Management Mastery

• Orchestrated the seamless resolution of high-impact P1/P2 incidents, consistently meeting SLAs and minimizing downtime for critical services.
• Revolutionized communication channels, fostering collaborative efforts among customers, MI team, and business stakeholders, resulting in a remarkable boost in incident resolution efficiency.
• Elevated incident management to a strategic level through innovative Post-Incident Review (PIR) Management techniques.

Service Request Optimization

• Engineered a highly efficient service request triage system, dramatically reducing resolution times and surpassing SLAs/KPIs, thereby enhancing overall service delivery agility.

Strategic Reporting Excellence

• Pioneered a strategic overhaul of monthly reporting, ensuring the creation of insightful main slides within the first week of each month and delivering comprehensive consolidated reports, empowering stakeholders with actionable insights.

Proactive Problem Resolution

• Spearheaded a paradigm shift in problem management, achieving rapid identification and resolution of root causes within an unprecedented 10-day timeframe, effectively eradicating recurring incidents.

Patch Management Leadership

• Instituted an unparalleled Patch Calendar system, guaranteeing weekly updates and stringent adherence to contractual patch obligations across diverse platforms.
• Maintained an impeccable track record in reporting patch compliance, contributing to a fortified, proactive, and secure IT environment.

Customer Relationship Mastery

• Adeptly managed customer relationships by proactively addressing potential operational issues and participating in pivotal meetings and forums with RMIT.
• Played an instrumental role in Design Council reviews, fostering collaboration and synergy between internal teams and RMIT.

License Management Excellence

• Expertly managed user licenses, delivering precise and insightful monthly reports to customers on Salesforce and other platforms, optimizing resource utilization.

Comprehensive Weekly Reporting Innovation

• Revolutionized weekly reporting, introducing a holistic system that covers incident and service request trends, SLA breaches, ticket aging, patching compliance, critical/security updates, health check reports, problem management updates, releases management, configuration requests, license management, achievements, benefits, and risk/issues.

Unwavering Security Compliance

• Pioneered unwavering adherence to the security aspects of the contract, setting an exemplary standard for a secure IT environment in strict compliance with industry benchmarks.

Audit Excellence

• Successfully navigated internal and external audits, showcasing meticulous preparation, effective management, and swift action management, resulting in flawless audit outcomes.

• Reduced project delivery times through efficient scheduling and prioritization.
• Achieved 98% customer satisfaction rate (CSAT) throughout 2 years
• Increased Net Promoter Score (NPS) from 70 to 90 within six months.
• Successfully managed portfolio of projects worth $30 million, completing them under budget.
• Reduced project costs and schedule overruns through optimized resource allocation.
• Implemented agile best practices, resulting in improved project velocity.
• Reduced number of unresolved customer issues by 25% through proactive customer engagement.
• Completed 95% of project milestones within agreed-upon timelines.
• Improved team productivity through targeted training and skill development programs.
• Conducted performance reviews, gathered requirements, and maintained comprehensive roadmaps.
• Prepared, delivered and presented weekly and monthly reports to inform management and Client about the maintenance of performance measurement baselines

A $50M Healthcare project of our client AbbVie, a leading expert in autoimmune diseases and therapies, primarily focused on developing new medicines to address chronic progressive diseases in the field of Immunology, Oncology and Neuroscience.

• Led strategic initiatives, including developing essential project documents, collaborating on requirements, prepared and delivered executive-level presentations for strategic insights and consistently achieving high client satisfaction.
• Successfully managed daily operations, resolving dependencies, maintaining transparent communication, and ensuring project adherence to strict deadlines.
• Effectively communicated project requirements, proactively addressed project risks ensuring project success and issue resolution and ensured effective change control procedures, empowered teams to self-organize and develop cross-functional skills.

Whitbread is the UK's largest hotel, restaurant and coffee shop operator with 45, 000 employees who are passionate about making special experiences for its millions of customers, both in the UK and overseas. Its brands include Costa, the largest and fastest growing coffee shop chain in the UK, which also operates in 31 countries globally, and the UK's largest hotel chain, Premier Inn.

• Conducted monthly QPI audits, ensuring 100% completion rate and contributing to process improvements.
• Achieved 95% customer satisfaction rate by delivering exceptional service and addressing customer concerns.
• Consistently met tight deadlines and thrived in fast-paced environments.
• Managed robust quality assurance program, resulting in 10% improvement in overall service quality.
• Developed Project Plans and status reports, resulting in 10% reduction in project delivery time.
• Implemented effective reporting structures within project team, leading to 20% improvement in team engagement.
• Facilitated requirement gathering meetings, ensuring 100% stakeholder sign-off and comprehensive project requirements definition.

Network Infrastructure Enhancement:

• Spearheaded the upgrade and configuration of NEMU in All Media Gateways (MGW), enhancing overall network performance.

Comprehensive Alarm Management:

• Orchestrated routine alarm reporting in critical components such as MSC, MSS, MGW, and HLR, showcasing vigilant oversight of network health.

Efficient Troubleshooting:

• Applied adept troubleshooting skills to address network problems, analyzing reports and executing fault-finding procedures with precision.

Strategic Operations and Maintenance (O&M):

• Led daily O&M for MSS, MGW, and GCS (Nokia), ensuring seamless operations and minimizing downtime.

Swift Alarm Resolution:

• Addressed software and hardware-related alarms promptly, ensuring uninterrupted network functionality.

Quality Assurance through Acceptance Testing:

• Conducted rigorous Acceptance Testing for new POI connectivity, guaranteeing seamless integration and performance.

Customer Satisfaction and Congestion Management:

• Resolved customer complaints and efficiently managed congestion at Points of Interconnection (POI) and Inter-MSC, fostering high client satisfaction.

Robust Backup and Fallback Procedures:

• Ensured backup and fallback mechanisms for critical nodes (MSS, MGW, MSC, HLR), mitigating potential disruptions and enhancing system reliability.

Network Connectivity Optimization:

• Proactively created and maintained network connectivity, both within and outside the network, optimizing overall connectivity efficiency.

Proactive Hardware Maintenance:

• Performed proactive hardware maintenance, diagnosis, and replacement as needed, guaranteeing the longevity and reliability of network infrastructure.

Client-Centric Project Meetings:

• Conducted meetings with clients to gain insights into project needs, discuss potential technical issues, and promptly address concerns, showcasing a client-centric approach.

Risk Management Innovation:

• Designed and implemented a robust risk management process, identifying and mitigating potential risks to ensure project success.

Strategic Reporting for Decision-Making:

• Produced detailed and relevant reports used in making informed operations and business decisions at the Business Unit (BU) level, contributing to strategic planning and execution.

• Proactive network fault resolution, ensuring minimal downtime.
• Efficient management of business data, assets, and resources, driving operational efficiency.
• Effective coordination for the resolution of media-related issues, reducing service disruptions.
• Successful commissioning and integration of MSS and MGW at various sites, including critical customer installations like Idea Cellular.
• Regular health checks and NEMU upgrades in MGWs, ensuring a high-performance network infrastructure.
• Dynamic management of Plug-In Units (PIUs) and Functional Units (FUs), enhancing network configurational adaptability.
• Exceptional project delivery, consistently meeting timelines and maintaining a high project success rate.
• High client satisfaction through efficient issue resolution, contributing to improved client relationships and stakeholder engagement.