Neha Tiwari

· Strategically Assess and Manage:Successfully evaluate, mobilize, migrate, and oversee mission-critical database, application, and cloud infrastructure projects, ensuring their seamless execution..

· Effective Leadership: Led a high-performing team of service desk professionals, expertly managing incident, problem, and change management processes to maintain operational excellence.

· SLA Alignment:Developed and meticulously maintained Service Level Agreements (SLAs) to harmonize IT services with the ever-evolving needs of the business, ensuring client satisfaction.

· Change Management:Orchestrated robust change management strategies to meet the fast-paced demands of expansion and proactively address underlying challenges.

· Collaborative Solutioning:Collaborated closely with the Pre-sales team to strategize and plan the delivery of innovative services for both new and existing customers.

· Performance Enhancement:Regularly conducted comprehensive service performance reviews with key stakeholders and held productive service improvement meetings with clients to address concerns and uncover opportunities for service enhancements.

· Cross-Functional Optimization:Streamlined operations by coordinating with cross-functional teams to optimize service delivery processes and swiftly resolve critical incidents, thereby minimizing business disruptions.

· Knowledge Management:Spearheaded the implementation of a knowledge management system, leading to a remarkable 25% increase in first-call resolution rates.

· Incident & Problem Management:Took charge of incident and problem management processes, ensuring the prompt and effective resolution of IT issues to safeguard business continuity.

· Financial Stewardship:Skillfully handled IT service budgets, forecasts, and resource allocation, striking the right balance between cost-effectiveness and the maintenance of service excellence within Managed services enterprise accounts.

· Diverse Responsibilities: Managed a range of crucial responsibilities, from RACI and Major Incident Reporting to Project Change Requests, Bill of Materials, Quarterly Business Reviews (QBR), Service Reports, and ROTA scheduling.

· Resource Oversight:Effectively managed timesheets, cost analysis, and resource billing across the delivery team, ensuring financial prudence.

· Contract Viability:Evaluated delivery success, consistently ensuring that contracts remain commercially viable for the organization and its valued customers.

· Process Improvement:Owned and led the execution of a comprehensive process development and improvement roadmap, enhancing alignment and business outcomes within multiple ITIL service management frameworks.

· Mentorship: Actively coached and mentored team members, fostering a culture of continuous learning, growth, and unwavering accountability.

· Primary Enterprise Liaison:I have served as the primary point of contact for our enterprise accounts, establishing and nurturing valuable client relationships.

· Client On-boarding Excellence:Demonstrated a knack for effectively tabulating and orchestrating activities to seamlessly onboard new clients, ensuring a smooth transition into our services.

· Optimal Service Management:Meticulously monitored and managed desktop support, IT service desk, and enterprise support functions, consistently upholding the highest standards of service quality.

· Continuous Improvement:Actively maintained exceptional performance levels for all service-related processes while implementing strategic improvement activities whenever necessary.

· Strategic Review Oversight:Assumed responsibility for Monthly Business Review and Quarterly Business Review dashboards, providing critical insights to steer decision-making.

· Ownership of Critical Incidents:I have taken ownership of critical incidents, coordinating closely with resolution parties and facilitating effective communication among stakeholders during post-incident reviews.

· Systems & Methodologies:Ensured that robust systems, procedures, and methodologies are firmly in place to support outstanding service delivery.

· Project Insight:Developed a deep understanding of projects to gain profound insights into the scope and nuances of service delivery, fostering enhanced project management.

· Accountability for Service Excellence:I took full accountability for service delivery performance, consistently exceeding customer expectations and driving future demand for our services.

· Methodical Improvement:Identified areas for improvement and diligently oversaw their timely implementation, resulting in significant upgrades to service delivery.

· Meticulous Reporting:Consistently provided management with precise and regular reports on the performance of service delivery, including Net Revenue Retention (NRR) and Monthly Recurring Revenue (MRR).

· Personnel Management: As a leader, I have excelled in managing personnel, including staff recruitment, performance assessment, training, and mentorship, fostering a high-performance team culture.

· Stakeholder Engagement:Actively cultivated strong and productive relationships with internal teams and external stakeholders, facilitating effective dialogue exchange between departments for streamlined operations.