Veena Kurup
Service Manager
Adoor
Summary
Dedicated and results-oriented IT Service Manager with over 11 years of experience in overseeing the setup, implementation, and operation of IT services. Proven track record in ensuring service excellence while effectively managing information security, governance, and compliance requirements. Strong leadership skills with a focus on driving continuous improvement and maximizing customer satisfaction.
Overview
11
11
years of professional experience
6
6
Certifications
Work History
Service Manager
Allianz Technology
02.2023 - Current
- Led the setup and implementation of IT services, ensuring alignment with business objectives and customer requirements.
- Managed day-to-day service operations, including incident and problem management, service requests, and change management processes.
- Developed and implemented service level agreements (SLAs) and key performance indicators (KPIs) to measure and track service performance.
- Oversaw information security initiatives, including risk assessments, security controls implementation, and compliance with relevant standards and regulations (e.g., ISO/IEC 27001, GDPR).
- Collaborated with cross-functional teams to identify and address service improvement opportunities, driving efficiency and cost savings.
- Conducted regular reviews of service performance and customer feedback to identify areas for enhancement and ensure alignment with organizational goals.
- Provided leadership and guidance to service delivery teams, fostering a culture of accountability, collaboration, and continuous learning.
- Managed Run budget for services and licenses.
Service Management Consultant
EY
7 2022 - Current
- Responsible for overall quality of deliverables (IT service management audit Process analysis reports) to the stakeholders
- Improve process governance through design and implementation of new/ improved process models and structures
- Develop process analysis to improve process efficiency, lower costs
- Conducting service review meetings and sharing analysis/reports to Stakeholders on a monthly basis
- Participating in the Outage calls and taking the responsibility of the call wherever process gaps are identified
- Identify and share improvements that leads to overall increase in IT service management process quality
- Responsible for the overall quality of deliverables (IT service management audit process analysis reports) to the stakeholders.
Service Delivery Specialist
Kyndryl
09.2021 - 06.2022
- Responsible for the overall quality of deliverables (IT service management audit process analysis reports) to the stakeholders
- Improve process governance through design and implementation of new/ improved process models and structures
- Develop process analysis to improve process efficiency, lower costs
- Identify and share improvements that leads to overall increase in IT service management process quality
- Focus on automating system audits
Service Delivery Specialist
IBM
10.2020 - 08.2021
- Responsible for the overall quality of deliverables (IT service management audit process analysis reports) to the stakeholders
- Improve process governance through design and implementation of new/ improved process models and structures
- Develop process analysis to improve process efficiency, lower costs
- Identify and share improvements that leads to overall increase in IT service management process quality
- Focus on automating system audit
Quality Management (Global IT) - Senior Associate
EY
05.2013 - 09.2020
- Building and deploying maturity assessment framework for IT Service Management processes
- Create process documentation/workflows, knowledge articles and self-service guidance for IT service management, information security and business continuity processes
- Responsible for driving continual improvement projects for identified programs and Functions for the service line EWT (Enterprise Workplace Technology)
- Interact with customer to understand concerns and expectations
- Monitor, track and report on RCA, corrective and preventive action for performance deviation
- SPOC for CSI projects across Programs and responsible for ensuring the Six Sigma / Lean projects are uploaded in the KM Portal as per the agreed timelines
- Implementing Quality Management System, driving vendor quality through vendor quality models and conducting audits on evaluating service provider performance
- Quality assurance of in-house developed data analytics products
- Involved as the Process Quality Analyst (metrics collection, data validation and analysis, including outlier analysis, findings follow up)
- Streamlining and integrating IT Service Management, Information Security and Business Continuity Management processes
- Conduct review on process compliance for adherence to the ISO standards
- Implementing continual service improvement projects & framework.
L1 Telephony (MENA) - Associate
- Accounted for maintaining positive business relationships with the in-house customers, through daily contact, by developing and maintaining good rapport, and resolving conflicts if any
- Ensured that appropriate action is taken to resolve complex incidents and problems in systems and services
- Implemented company policies, technical procedures, and standards for preserving the integrity and security of data, reports and access
- Reviews technical documentation, such as user guides, training manuals, and system specifications, prior to distribution to end-users, and ensures their subject area is accurately represented
- Worked as support technician in the Linux based VoIP servers.
Tier 2 Monitoring Technician (EYME Technologies) - Associate
- Worked as a Tier-2 Event Monitoring Technician, monitoring entire EY global infrastructure which includes Servers, Routers, WAP, WOC, Firewall, CBA (Critical Business Applications), IBM Lotus Domino
- Supported installation & configuration of Microsoft Windows Server 2003/2008/2012 & Windows 7/8 Tasks & daily checks - SMOKE, GSX and Domino
- Supported Microsoft monthly patching activities for Windows 2003 / 2008/ 2012 Servers
- Expertise in Service Now, HP OVO, VERITAS backup, Storage Clustering, DRAC, VMware
- Expertise in working on HP BSM/OML, HP NNMi, SCOM 2007/2012, WUG (WhatsUp Gold).
Education
B.Tech -
Mahatma Gandhi University
12th - undefined
CBSE
10th - undefined
CBSE
Skills
IT Service Management
Excellent Problem-Solving
Excellent Attention to Detail
Excellent Analytical and Critical Thinking
Excellent Communication
Excellent Quality Management
Certification
ITIL V3 Foundation
Timeline
Service Manager
Allianz Technology
02.2023 - Current
Service Delivery Specialist
Kyndryl
09.2021 - 06.2022
Service Delivery Specialist
IBM
10.2020 - 08.2021
Quality Management (Global IT) - Senior Associate
EY
05.2013 - 09.2020
Service Management Consultant
EY
7 2022 - Current
L1 Telephony (MENA) - Associate
Tier 2 Monitoring Technician (EYME Technologies) - Associate
B.Tech -
Mahatma Gandhi University
12th - undefined
CBSE
10th - undefined
CBSE