SHRUTI SARDA

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

Summary

Overview

Work History

Cloud Channel Operations & Service Delivery Manage

Service Delivery Manager

SERVICE DELIVERY OFFICER

CLIENT SERVICES MANAGER

PROJECT MANAGER

SYSTEM ENGINEER

Technical Associate

ANALYST PROGRAMER

Education

B.E (Hons.) - Computers

Skills

Certification

Affiliations

Timeline

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