Shruti Paintal
Service Integration Manager
Summary
Experienced IT Service Management leader with over 14 years of expertise in driving client satisfaction, optimizing service delivery, and managing cross-functional teams. Proven track record in leading complex service operations, ensuring seamless coordination between clients and internal teams, and enhancing operational efficiency. Seeking a strategic leadership role to leverage my skills in managing high-performance teams and delivering exceptional IT services.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
SERVICE INTERGRATION MANAGER
Kyndryl India Pvt Ltd and IBM India Pvt LTD
01.2016 - Current
- Company Overview: Account: ABNAMRO
- Leading a high-performing service management team, ensuring client satisfaction by aligning IT services with business objectives.
- Served as the primary point of contact for clients, driving resolution of escalations and managing relationships to ensure seamless service delivery.
- Oversee incident, change, and problem management, ensuring quick resolution of issues and minimizing impact to operations.
- Collaborated across internal teams to drive service improvements, optimize processes, and maintain service availability.
- Track service performance, drive continuous improvement, and deliver on agreed KPIs to maintain customer satisfaction.
- Coordinated end-to-end change management using ServiceNow, including planning, risk assessment, scheduling, and stakeholder communication.
- Led the full lifecycle of changes—from capturing requests and securing necessary approvals (CAB/ECAB) to overseeing implementation, validation, and closure—ensuring minimal disruption to business operations and adherence to ITIL best practices.
- Account: ABNAMRO
TEAM LEAD
IBM India Pvt Ltd
01.2012 - 01.2016
- Company Overview: Account: ABNAMRO , Benelux
- Led a team supporting multiple accounts, driving client satisfaction through seamless communication and service delivery.
- Managed service coordination and escalation handling, ensuring timely resolution of high-priority issues.
- Streamlined service delivery processes, driving automation initiatives and reducing operational delays.
- Account: ABNAMRO , Benelux
AIX ADMINISTRATOR
IBM India Pvt Ltd
01.2010 - 01.2012
- Company Overview: Account: ABNAMRO , Benelux
- Managed and maintained AIX systems to ensure optimal performance and stability.
- System Administration and Performance Tuning.
- Backup and recovery management.
- Account: ABNAMRO , Benelux
Education
Btech - Computer Science and Technology
INSTITUTE OF ENGINEERING AND TECHNOLOGY , I . E. T BHADDAL
01.2006 - 01.2010
Skills
- leadership
- Project management
- client relationship management
- IT service delivery optimization
- coordinating cross-functional teams
- strategic service management practices
- managing change
- incident management
- problem management
Timeline
SERVICE INTERGRATION MANAGER
Kyndryl India Pvt Ltd and IBM India Pvt LTD
01.2016 - Current
TEAM LEAD
IBM India Pvt Ltd
01.2012 - 01.2016
AIX ADMINISTRATOR
IBM India Pvt Ltd
01.2010 - 01.2012
Btech - Computer Science and Technology
INSTITUTE OF ENGINEERING AND TECHNOLOGY , I . E. T BHADDAL
01.2006 - 01.2010
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