Sushma Swamy

Responsible for end-to-end service delivery across a portfolio of enterprise retail clients, ensuring the consistent delivery of high-quality, customer-focused services in alignment with SLAs and RELEX standards.

Key Responsibilities:

• Acted as the primary operational contact for customers, building strong relationships and ensuring thetimely delivery of service outcomes.
• Led regular service review meetings, incident debriefs, and upgrade planning sessions, proactively driving improvements in performance and customer satisfaction.
• Managed core ITIL-aligned service processes, including incident, problem, and change management, with a focus on continuous improvement and operational efficiency.
• Supported onboarding of new customers transitioning from implementation to continuous service, ensuring a smooth and structured handover.
• Oversaw business continuity practices including Disaster Recovery Testing, identified gaps, and collaborated with internal teams on mitigation strategies.
• Approved and monitored timesheets and supported professional services invoicing, contributing to service profitability and financial accuracy.
• Maintained up-to-date documentation for each customer account and coordinated all customer-related maintenance windows, version upgrades, and access reviews.
• Responded to and led service escalations independently, ensuring timely communication, risk mitigation, and follow-through on corrective actions.
• Collaborated with internal stakeholders including Customer Success, Product, and Support teams, to align on customer goals and address operational needs.
• Supported SaaS cost management by analysing usage trends and proposing efficiency improvements.
• Demonstrated a strong understanding of customer contracts and service delivery obligations, addressing client queries confidently.
• Coached and mentored junior team members in Service Delivery processes and RELEX tooling.

Key Achievements:

• Successfully managed service continuity and operational governance for multiple complex accounts
• Identified and delivered internal and customer-facing service improvements, enhancing both satisfaction and efficiency.
• Contributed to global Service Delivery initiatives and local process enhancement projects to improve the maturity of service operations.

• Led a team of 6 across Service Delivery, Major Incident, Problem, Change, and Account Management.
• Owned ITIL functions (Incident, Problem, Change), developing frameworks, policies, and operational processes.
• Managed SLAs, chaired governance meetings, and ensured performance tracking across delivery metrics.
• Reviewed contracts, supported new service opportunities, and maintained stakeholder alignment.
• Produced key service documents including support models, cost estimates, and transition plans.
• Delivered regular ITIL-based reporting to leadership, highlighting risks, achievements, and revenue impacts.
• Led CSIP initiatives for Change and Problem Management, driving continuous improvement.

• Led delivery of industry and internal product enhancements from concept to execution.
• Collaborated with Product Management on vision, roadmap, and backlog prioritization.
• Drove sprint planning, acceptance testing, and delivery in Agile sprints.
• Shaped go-to-market strategy and customer experience.
• Provided competitor insights that informed strategic pricing decisions.

• Managed stakeholder relationships across internal teams, vendors, and clients.
• Led PCI-CDS deployments and post-launch support.
• Monitored SLA compliance, resolved issues, and ensured customer satisfaction as the SPOC.
• Drove incident communication strategies and facilitated operational reviews.
• Oversaw a major tech transition with minimal disruption, maintaining KPIs.
• Simplified and presented technical info on payment systems to non-technical audiences.

A contract role; Managed operational delivery of technology and services across a utility company. Responsible for driving client project management initiatives.

• Led all aspects of client satisfaction, continually improving the service delivery margin via service teams.
• Delivered contractual results and growth for the client around forecast, metrics, specific product lines, staffing and operations, customer service and product/service standards.
• Handled the preparation and distribution of reporting on SLAs, in line with the company's commitments to customers and helped to answer any questions arising from this reporting quickly and accurately
• Ensure effective communication to customer stakeholders in the event of an SLA disruption, and owning escalations as it relates to service delivery
• Facilitated Service Delivery Reviews/Problem Management Reviews between the business and IT suppliers, to determine the root cause of outages and delays, and placement of required mitigation measures to avoid future occurrence
• Coordinated full change management lifecycle including scheduling, ensuring implementation of changes in line with the accepted process including running a CAB

• A short-term contract specifically employed to manage and develop IT Service management process for SOX audit.
• Defined and coordinated the Service Package, SLA, OLA, service model, service acceptance criteria and service matrix.
• Led the implementation of Sarbanes-Oxley (SOX) compliance within IT Support, for Manufacturing Operations.
• Provided project management, reporting and quality assurance for services delivered, including regular, accurate task status information, including progress and associated risks or issues.
• Coordinated the transition of:
• Network Services for all sites from AT&T to BT across core services including WAN, LAN - limited locations, Firewall Management and Internet Connectivity
• PBX Telephony Support, Hosted Voice Services, calls and lines, and Mobile into BA, within ITIL Framework
• Liaised with a broad matrix of stakeholders to facilitate the transition, conducted weekly meetings to review transition status, deliverables, and contents.
• Acted as the lead on Service Management elements including Continual Service Improvement Plans (CSIP), Service Improvement Plans (SIPs) and Action Trackers
• Actively participated in post-implementation reviews and promoted the ‘lessons learned’ to achieve improved systems, processes, procedures and best practices

• Managing Project Transition activities to BAU and escalation point for warranty support users to newly transitioned platform. Overall answerability for team leadership and guidance of over 30 desktop engineers, throughout the Australia and New Zealand remit, with additional responsibility for second level staff.
• Proved project management skills when controlling an assortment of post-project implementation functions incorporating incidents and emergency change and releases.
• Engaged in the direct management of a large client base (c. 25,000 worldwide), with prime accountability for upgrading operating system, migration to VCS, data migration from novel servers to windows server and from on premise exchange to cloud o365.
• Provided an exceptional support service when assisting in the establishment of an interim Service Desk and Major Incident process to facilitate the support of migration activities.
• Delivery management of Service Transition Acceptance Criteria and Readiness activities Pre-handover workshops managed to control the handover from Project support to BAU support.

• Oversaw the management Service desk of a major stakeholder and accountability for 23 direct reports (L1-L2 Analysts)
• Globally managed on-boarding of service transitions; engaging as Service Desk representative on major business projects providing input and guidance into Service Desk requirements, whilst warranting that Service Desk technicians have the appropriate level of information to allow them to successfully support new or updated services.
• Held inclusive accountability for the daily management of the IT Service Desk, entailing leadership of the Service Desk Analyst team, with responsibility for assuring that SLAs and other performance objectives were achieved, whilst engaging as a customer escalation liaison.
• Competently produced staff productivity, including appropriate task allocation, centering on supporting the organizational objectives and collective KPIs; produced weekly dashboard reporting and additions to monthly Service Delivery KPI reports.