Shubha Sodhi
New Delhi
Summary
Accomplished professional with over 18 years of experience in government reforms, public policies consulting, program management, and service delivery. Proven track record in managing government projects with a total contract value of over $140M. Expertise in ISO 20K implementation, ITIL Service Management, Lean Six Sigma, and System Development Life Cycle (SDLC). Insightful Information Technology Manager with 18 years of IT leadership experience including oversight of infrastructure, application support and security services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations. Highly adept in request for proposal development, technology needs assessments and staff training.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Sr. Client Services Manager
Infosys Limited
06.2020 - Current
- Managed ICEGATE (Indian Customs electronic gateway) service delivery and vendor management
- Defined and implemented new ITIL processes, improving service desk operations
- Conducted weekly webinars for end-users and implemented AI/ML-based iTC Bots for ticket management
- Achieved ISO/IEC 20000-1:2018 certification for the client.
Senior Consultant
Ernst & Young LLP India
06.2018 - 06.2020
- Prepared operational manuals and toolkits for DIKSHA platform
- Managed real-time PAN/TAN Processing Centre project, improving direct tax systems
- Conducted market assessment and partner identification for a leading finance group.
- Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
- Increased client satisfaction by providing tailored consulting services and effective problem-solving strategies.
- Evaluated existing business processes, recommending improvements that led to increased operational efficiency.
- Built strong relationships with clients through consistent communication and proactive problem-solving efforts.
- Managed cross-functional teams to ensure timely delivery of high-quality solutions for various projects.
Senior Consultant
Wipro Ltd India
08.2015 - 05.2018
- Implemented ISO20K standards and Six Sigma projects for service desk improvement
- Led IT and business process transformation projects for Cairn India Limited
- Improved customer satisfaction scores for Delhi International Airport.
- Evaluated clients' needs and created plan of action to provide solutions.
- Evaluated existing business processes, recommending improvements that led to increased operational efficiency.
- Streamlined project management processes, improving efficiency and reducing overall costs.
Associate Consultant
Tata Consultancy Services
08.2011 - 08.2015
- Established ITIL-based processes for continual service improvement
- Managed global change and configuration management for Stolt Nielsen Tankers.
Education
Post Graduate Diploma - Cyber Law
Indian Law Institute
Delhi01.2012
Post Graduate Diploma - Management (Marketing)
Institute of Management Technology
Ghaziabad01.2011
B.E. - Computer Science
Maharishi Dayanand University
Rohtak01.2005
Skills
- Customer Satisfaction
- Data-driven decision-making
- Relationship Management
- Performance Analysis
- Teamwork and Collaboration
- Customer Relationship Management
- Negotiation and Conflict Resolution
- Service Level Agreement Management
- Risk Mitigation
- Project Implementation
- Operations Support
- Resource Allocation
Certification
- PMP Certified
- ITIL Expert
- ISO20K Lead Auditor
- Prince2 Practitioner
Notablehighlights
- Appreciation letter from Additional Director General ICEGATE for helpdesk operations (2024)
- Certificate of Appreciation from ICEGATE for National web portal implementation (2024)
- Bronze award for Project Execution Excellence, Infosys AFE Awards (2021-22)
- Lean Six Sigma - Silver: Corporate Excellence Awards (2021)
- Various accolades for contributions to Digital India and service delivery improvements
Residence
New Delhi
Keyareasofexpertise
- Consulting
- Business Analysis
- Service Delivery
- Monitoring & Evaluation
- Project/Program Management
- Government Finances
- Oil & Gas
- Aviation
- Transport
Personal Information
- Title: Service Delivery Manager and e-Governance Consultant
- Date of Birth: 05/23/1983
Timeline
Sr. Client Services Manager
Infosys Limited
06.2020 - Current
Senior Consultant
Ernst & Young LLP India
06.2018 - 06.2020
Senior Consultant
Wipro Ltd India
08.2015 - 05.2018
Associate Consultant
Tata Consultancy Services
08.2011 - 08.2015
Post Graduate Diploma - Cyber Law
Indian Law Institute
Post Graduate Diploma - Management (Marketing)
Institute of Management Technology
B.E. - Computer Science
Maharishi Dayanand University