SHRUTI SARDA
Cloud Operations & Channel Delivery Manager @ NTT India
NAGPUR
Summary
Results driven and highly motivated Service Delivery Manager with 10+ years progressively responsible experience in IT company. Proven track record of maintaining, analyzing, and troubleshooting service request. Known for finding the root cause to provide permanent resolution of problems. Effectively managed staff including mentoring, training, objective setting, and performance assessment.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
Work History
Cloud Channel Operations & Service Delivery Manage
NTT Cloud Infrastructure India Private Limite
Bangalore
06.2022 - Current
- Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts
- Work closely with the Service Delivery Management and Vendor Management teams to identify methods or purchase and procurement, establishing evaluation criteria, evaluating alternative options and assisting with the decision to select the most appropriate vendor/supplier
- Engage proactively and collaboratively with suppliers to resolve incidents, problems or unsatisfactory performance
- Develop and manage an annual operational budget and work with the Commercial Team, ensure that monthly and pass through billing happens
- Consult the Legal representatives within NTT and ensure that all contract escalations are addressed with contract governance
- Review all proposals delivered to the client and ensure that growth objectives within the account are in line with NTT’s overall growth objectives and serve the best interest of the client
- Contribute to pre-sales processes by providing information, determining the effort required to deliver and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the client
- Collaborate and engage with a variety of stakeholders, including the Business Review Board members, the monthly Account Forum with the respective Business Units and the Steering Committee to ensure the delivery of services against the agreed Service Level Agreements
- Drive service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements
- Negotiates and resolves contractual issues, including failure to meet contractual obligations
- Partner with the organization to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilized
Service Delivery Manager
NTT - Dimension Data Nigeria
Lagos
05.2021 - 04.2022
- Monitors the work queues and provide support to client where the ticket is highly technical or sophisticated in nature
- Works independently, with general direction from the client, stakeholders, team lead or senior manager, to perform operational tasks to resolve all escalated incidents / requests in a timely manner within agreed SLA
- Provide support to all escalated incidents, share such knowledge, to resolve issues, document them and push the knowledge down to other engineers
- Act as emergency support contact as needed, for critical client and business impacting issues
- Timely escalation of all tickets to management with ensuing updates, where applicable
- Proactively identifies, contributes, implements, and works with automation teams for effort optimization and automating routine tasks
- Systematically gather relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices
- Coach Service Desk, Operations Centre and L4 teams offering technical expertise and pushing work down to other engineering teams
- Performs quality audits, covering process, service experience, ticket updates
- Provide operational support and continuous service improvement post client handover from TS (or other) teams
- Engage with clients for technical operations as part of routine, Operations
- Constantly measure and analyze team’s delivery capabilities
SERVICE DELIVERY OFFICER
NTT-Dimension Data Nigeria
Lagos
05.2020 - 04.2021
- Carry out periodic (Monthly/Quarterly) client visits to review the service for over 100 clients
- Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts
- Work closely with Vendor Management teams to identify methods or purchase and procurement, establish evaluation criteria, evaluate alternative options, and assist with the decision to select the most appropriate vendor/supplier
- Engage proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance
- Consult the Legal Representatives within DD Nigeria and ensure that all contract escalations are addressed with contract governance
- Collaborate and engage with a variety of stakeholders, including the Business Review Board members, monthly account forum with the respective Business Units and the steering committee to ensure the delivery of services against the agreed Service Level Agreements
- Drive service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements
CLIENT SERVICES MANAGER
NTT-Dimension Data Nigeria
Lagos
05.2018 - 04.2020
- Take ownership of a range of larger and more strategic clients within segments 2 and 3 by passionately advocating the client requirement, whilst keeping sight of the need to increase revenue and improve margins for DD Nigeria
- Realize revenue and margin targets and maximize sales opportunities through connecting client needs with DD Nigeria offerings and solutions
- Minimize churn and maximize retention as well as uncover sales opportunities in assigned accounts
- Responsible for driving client satisfaction throughout the entire lifecycle of the clients’ buying process, by taking ownership for the commercial agreement for each client
- Approaches the management of his/her account in a systematic way by identifying the strategy they will use to develop and grow the account profitably
- Work across different cultures and social groups
- Work well in a pressurized environment
- Adapt to changing circumstances
PROJECT MANAGER
SIAO
Lagos
06.2013 - 11.2014
SYSTEM ENGINEER
Tata Consultancy Services
Pune
11.2010 - 02.2012
Technical Associate
Tech Mahindra
Pune
03.2010 - 10.2010
ANALYST PROGRAMER
Syntel Limited
Mumbai
10.2007 - 02.2010
Education
B.E (Hons.) - Computers
07.2003 - 06.2007
Engineering in Computer Science (Hons.)
GPA: 4.1
Skills
Organizational and team leadership skills
Collaborate with internal stakeholders and external clients
Time management and prioritization of work
Delegate work across the team
Excellent focus on client centricity
Work across different cultures and social groups
Work well in a pressurized environment
Adapt to changing circumstances
Delegate work across the team
Organizational and team leadership skills
Certification
Scrum Fundamentals Certified (SFC) Certificate ID – 902979
Affiliations
Dimension Data - Value centric recognition for Speed
Timeline
Cloud Channel Operations & Service Delivery Manage - NTT Cloud Infrastructure India Private Limite
06.2022 - Current
Service Delivery Manager - NTT - Dimension Data Nigeria
05.2021 - 04.2022
SERVICE DELIVERY OFFICER - NTT-Dimension Data Nigeria
05.2020 - 04.2021
CLIENT SERVICES MANAGER - NTT-Dimension Data Nigeria
05.2018 - 04.2020
PROJECT MANAGER - SIAO
06.2013 - 11.2014
SYSTEM ENGINEER - Tata Consultancy Services
11.2010 - 02.2012
Technical Associate - Tech Mahindra
03.2010 - 10.2010
ANALYST PROGRAMER - Syntel Limited
10.2007 - 02.2010
Bhilai Institue of Technology - B.E (Hons.), Computers
07.2003 - 06.2007