Pooja Arora
Noida
Summary
Service Delivery Manager | Driving Operational Excellence & Client Success at TCS
Overview
20
20
years of professional experience
Work History
Service Delivery Manager
Tata Consultancy Services
Noida
04.2013 - Current
- Service Delivery Manager with extensive experience leading end-to-end IT service delivery for multiple enterprise clients across complex, multi-tower environments.
- I have successfully managed portfolios ranging from ₹25-50 Cr annually, supporting 10-20+ concurrent applications and infrastructure services, while maintaining 99.8%+ SLA compliance across availability, incident, and response metrics.
- Maintained contractual governance by meeting or exceeding all SLAs, KPIs, OLAs, and regulatory requirements.
- As the executive escalation point and primary client interface, I lead strategic client engagements, QBRs, and service reviews, driving CSAT scores above 90% and long-term account growth.
- I drive performance through data-driven governance, leveraging dashboards, trend analysis, and service reviews to identify improvement opportunities.
- Through proactive risk management and continuous improvement initiatives, I have reduced P1/ P2 incidents by 30-40%, improved MTTR by 25%, and strengthened business continuity and disaster recovery readiness.
- Led and mentored cross-functional teams of 40-80+ resources across infrastructure, applications, security, and support, fostering accountability and service excellence.
- I have delivered 10-15% YoY operational cost optimization through vendor rationalization, process improvement, and automation initiatives.
Senior Analyst - EUC
HCL Technologies
Noida
04.2008 - 02.2010
- Provided advanced Level 2/ 3 end-user support for desktops, laptops, mobile devices, and peripherals in a global enterprise environment.
- Diagnosed and resolved complex issues related to Windows OS, Office 365, Outlook, Teams, VPN, printers, and endpoint security.
- Managed incident, service request, and problem tickets using ITSM tools, achieving SLA and KPI compliance.
- Supported device provisioning, imaging, reimaging, patching, and software deployment using enterprise tools.
- Conducted root cause analysis and implemented permanent fixes, minimizing repeat incidents.
- Coordinated with L1 service desk, infrastructure, network, and security teams for effective issue resolution.
- Ensured adherence to ITIL processes, security policies, and compliance standards.
- Developed user guidance, documentation, and knowledge base updates to enhance self-service and user experience.
Technical Support Expert
Dell
Gurgaon
07.2007 - 04.2008
- Diagnosed and resolved hardware, software, OS, BIOS, driver, and network issues with high first-contact resolution.
- Provided advanced troubleshooting for Windows OS, system performance, boot issues, Blue Screen errors, and application failures.
- Guided customers through technical solutions, enhancing overall customer experience and satisfaction.
- Logged, tracked, and documented incidents in ticketing/CRM systems, ensuring adherence to ITIL processes.
- Performed root cause analysis and escalated complex issues to L2/ L3 teams.
- Ensured compliance with Dell quality guidelines, security policies, and SLAs.
- Collaborated with engineering and field support teams, expediting resolution of issues to improve customer satisfaction.
Customer Care Officer
Convergys
Gurugram
06.2006 - 06.2007
- Handled inbound and outbound customer interactions via phone, email, and chat, ensuring timely and accurate resolution of queries and complaints.
- Resolved customer issues efficiently while meeting service-level agreements (SLAs) and quality standards.
- Provided tailored customer service by understanding needs and delivering solutions aligned with company policies.
- Cultivated customer relationships to improve satisfaction, loyalty, and strengthen brand reputation.
- Documented customer interactions, transactions, and follow-ups in CRM systems to ensure accurate record-keeping.
- Escalated complex cases to senior teams and followed up to ensure complete resolution.
Education
Bachelor of Arts - Arts
Jodhpur National University
Jodhpur06-2014
Intermediate - Commerce
UP Kirana Seva Samiti Vidhalay
Kanpur,India05-2006
Matriculation - Science
UP Kirana Seva Samiti Vidhalay
Kanpur,India04-2004
Skills
- IT service delivery
- SLA management
- Incident management
- risk management
- Risk mitigation
- Service quality enhancement
- Service improvement strategies
- project management
- Client management
- cross-functional collaboration
- team leadership
- strategic thinking
- effective communication
Personal Information
- Gender: Female
- Nationality: Indian
Timeline
Service Delivery Manager
Tata Consultancy Services
04.2013 - Current
Senior Analyst - EUC
HCL Technologies
04.2008 - 02.2010
Technical Support Expert
Dell
07.2007 - 04.2008
Customer Care Officer
Convergys
06.2006 - 06.2007
Bachelor of Arts - Arts
Jodhpur National University
Intermediate - Commerce
UP Kirana Seva Samiti Vidhalay
Matriculation - Science
UP Kirana Seva Samiti Vidhalay