Swati Phad
Service Level Manager - Holding Canadian Permanent Residency
Summary
Dynamic Professional with expertise in monitoring Teams features, SLA/OLA/KPI reporting with Tableau and Power BI, and risk management. Skilled at Stakeholder management, strategic decision support, and cost and budget forecasting and management. Proficient in ServiceNow automated reporting and supplier compliance. Proven ability to partner with technology and business teams, vendors, optimize operational objectives, and drive organizational transformation initiatives.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
Assistant Vice President – Service Level Manager
Barclays
9 2019 - Current
- Actively involved in Teams deployment and Webex Exit, Monitoring Teams service readiness
- Played key role in identifying/demonstrating challenges and opportunities in return to green program for team reporting SLAs in red
- Publish and maintain weekly reporting to monitor and help team achieve SLA/OLA targets
- Risk Management – Lead Risk forum for Global Media services team, Record and track open risks, and drive risk mitigation actions
- Responsible for recording and tracking Risk controls like DWBs, ORAC and Risk events within Business area
- This effort streamlined operations and contributed to significant budget efficiencies while maintaining high service quality
- Raise and handle Coupa requests, Budgets tracking, forecasting, and associated invoicing for various services procured within media services
- Developed automated reporting in Service First to monitor and manage incident volume
- As supplier manager, perform timely compliance activities like Supplier control assurance plan, Supplier Operations control, Health check and Service Risk Evaluation
- Play key role in renewal of contract and service.
Service Analyst
Barclays
08.2019 - 07.2022
- Streamlined overall reporting of Metrics for Global Change Delivery team of Media services which resulted in showcasing achievements to leadership
- Created 50+ reports which included Daily Ad-hoc, Weekly, Monthly and Quarterly reports and presented it to leadership, for key decision making
- Presented vendor governance deck to leadership which summarized Supplier portfolio for Global Media services team resulting in centralized repository for managing and tracking Services and contracts
- Reviewed requests on portal from business and assigned tasks to Deployment specialists for further action and completion
- Managed Coupa requests, presented them in Spend Sanctions for review and Fund approval.
Senior Consultant – Service performance & Reporting Manager
Capgemini
08.2012 - 08.2019
- Worked closely with delivery leads to understand contract requisites for measuring Service performance
- Performed SLA testing and validation to ensure configuration of SLAs are in-line with client expectations
- Analyzed grey areas and reported highlighted volumetric required under the Service levels to meet the agreed Service standards
- Worked closely with Asset and Finance teams for accurate billing of assets
- Published Dashboards for Senior management highlighting resource utilization, Group Highlights and Low lights
- Understood the requirements and developed new report objectives for Projects
- Managed Incident, Problem, Change and Asset console for ServiceNow.
Finance Executive
Baid Group
03.2010 - 03.2012
- Prepared detailed Project Financial reports
- Raised funds from the Banks to meet the Project and client requirements
- Handled Pre & Post export and import Bank correspondence
- Managed Site visits which included VIP visitors.
Finance Executive
Zoom Developers Pvt. Ltd.
07.2009 - 03.2010
- Managed Bank correspondence – Queries from the clients
- Analyzed and prepared CMA data
- Prepared detailed Project financial reports.
Education
Master of Management Studies -
Mumbai University
India 07.2007 - 05.2009
Bachelor of Management Studies -
Mumbai University
India 06.2003 - 05.2006
Accomplishments
- Recognized by leadership for delivering an automation Project resulting in improved SLA performance and cost savings.
- Awarded as Star performed for the year for delivering High risk asset management project.
- With strong negotiation and analytical skills, managed to get Cyber insurance upgraded from $5m to $10m, safeguarding risk position.
- Managed the Paperless invoicing project for Media services Vendors, that significantly reduced the lead time from 15 days to 0 day, for invoicing.
- Mitigated Risks by automating contract renewal, which resulted in reduced Risk exposure to 0%.
- Conducted service risk assessments for ongoing services, identifying control gaps and developing remediation plans to enhance security and compliance, reducing risks by 75%.
Certification
ITIL Foundations V3
Professionalcourses
- Project Management Foundations
- Managing Technical Projects
- Public Speaking Foundations
- Change Management for Projects
- Leadership Foundations
- Strategic Planning Foundations
Timeline
Service Analyst
Barclays
08.2019 - 07.2022
Senior Consultant – Service performance & Reporting Manager
Capgemini
08.2012 - 08.2019
Finance Executive
Baid Group
03.2010 - 03.2012
Finance Executive
Zoom Developers Pvt. Ltd.
07.2009 - 03.2010
Master of Management Studies -
Mumbai University
07.2007 - 05.2009
Bachelor of Management Studies -
Mumbai University
06.2003 - 05.2006
Assistant Vice President – Service Level Manager
Barclays
9 2019 - Current
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