Parita Pandey
Service Delivery Ops Associate Manager
Mira Road
Summary
Dynamic and results-driven Service Delivery Lead with 3 years of experience in managing service operations, driving process improvements, and enhancing customer satisfaction. Proven track record of leading cross-functional teams to deliver high-quality services within budget and timeline constraints. Seeking to leverage leadership and problem-solving abilities to contribute to the success of Accenture.
Results-oriented Service Delivery Lead with a solid background in overseeing end-to-end service delivery processes. Skilled in team leadership, process optimization, and client relationship management. Known for implementing efficient workflows and driving continuous improvement initiatives to exceed customer expectations and organizational goals.
Overview
2025
2025
years of professional experience
3
3
Languages
Work History
Service Delivery Ops Associate Manager
Accenture Pvt Ltd
Mumbai
09.2021 - Current
- Oversaw service delivery operations ensuring adherence to SLAs and KPIs set by the clients
- Led a team of 400+ service professionals, providing coaching, training, and performance evaluations
- Implemented process improvements that resulted in a 46% increase in efficiency
- Collaborated with cross-functional teams to address client concerns and enhance service quality
- Managed vendor relationships, negotiating contracts and ensuring compliance with service agreements
- Prepared and presented regular reports on service performance and key metrics to senior management
- Monitored service performance metrics and implemented corrective actions as needed to meet SLAs
Sr. Campaign Manager
Accenture Pvt Ltd
Mumbai
7 2016 - 08.2021
- Responsible for end-to-end project management of the Ad from requirements gathering, to development (seeking client approvals at every stage), working with Client QA for certification and making sure Ad is live as per the client requested timelines
- Optimized campaign performance by analyzing data and making data-driven recommendations for improvement.
- Main point of contact for Client’s Campaign Manager’s and clients by coordinating ad review, trafficking support and reporting needs with the various other groups involved in managing client campaigns effectively
- Support Client’s global Campaign Management/ Sales teams as well as other Advertisers & Agencies to coordinate campaign management activity
- Partner with Internal teams (Video Production & Ad Trafficking) to ensure that the Campaigns are delivered on time while meeting quality requirements
- Help the Client Sales team in providing inputs to traffic on how they want different ad bundles or creatives to be run as per the different campaigns they might be running
- Responsible to provide reports around the campaign metrics once the campaign is deployed
- Interface with the Client/ Ad agency/Sales Manager to understand their requirements & propose right Ad unit to meet their KPI objectives and then translate those requirements to the design and development teams for development of the Ad
- Responsible for end-to-end project management of the Ad from requirements gathering, to development (seeking client approvals at every stage), working with the client’s QA for certification and making sure Ad is live as per the client requested timelines
- Once the Ad is developed and signed by QA to be launched, works with Sales team to provide inputs on how they want different ad bundles or creatives to be run as per the different campaigns they might be running
- Monitors and analyzes campaign performance on a regular (daily/intraday) basis to determine adherence to budget and performance goals
- Develops data-driven analysis and campaign optimization recommendations to meet or exceed campaign goal(s)
- Worked with traditional media to obtain coverage of key events.
- Planned and executed events with public and private donors.
- Organized session wrap-up events to recognize campers' achievements.
Business Readiness Project Manager (BRPM)
Accenture Pvt Ltd
05.2015 - 06.2016
- Company Overview: Microsoft Project
- Assigned and aligned to region (US) the Sr PM will work with Category and Production teams to understand the scope of Work
- Acts as a single point of contact, in conjunction with the MS Leads, for current and potential Global New Product Launches, including providing guidance for major launches, innovative programs and overall issue escalation
- Works with the Jr PMs to develop and execute activities related to end-to-end project management and proactively monitors, manages and reports on execution of deliverables
- Responsible for managing a portfolio of clients and/or a group of project managers/vendors (based on type of Categories)
- Has the ultimate responsibility for planning, execution and control of all simultaneous projects and deliverables
- Responsible for building a production related relationship with the client’s contacts (i.e
- Client Account Managers, Project Managers, Leads, Sr resources or in general, anyone on the client end that is responsible for execution and launch of a project being produced by Accenture
- Develops and maintains plans/timelines, project plans/timelines, support plan summaries and production requirements documents
- Weekly status/planning session with the Vendors – Production/Creative Agency, Regional PMs (third Party) /Clients
- Monitoring and Reporting Progress
- Creating Charts and Schedules
- Extensive planning and project tracking
- High profile reporting
- Manage and prioritize multiple projects
- Manage efficiently the pool of resources
- Monitor and manage the project risk
- Report to Sr PM raising strategic issues
- Develop and improve work processes and metrics
- Responsible for accomplishing the project objectives within the constraints of the project
- Microsoft Project
Interactive Project Manager (iPM)
Accenture Pvt Ltd
03.2010 - 04.2015
- Experienced marketing professional with strong project management skills improving workflow, communication between organizations and departments, online design, and online interaction rates
- Project management of interactive program implementation
- Delivery and management of interactive marketing services (e.g
- Website hosting, Database-mail push, SEO, etc.) for individual interactive programs and campaigns, including on-going maintenance and operations
- Worked with the Interactive Marketing Client Manager, Brand team and Accenture/3rd Party development agency to manage production of interactive programs that include translation of strategy into operational execution and project management implementation
- Testing functional aspects of the websites
- Accurately and professionally documenting delivery of services
- Complete projects to ensure time, quality, scope and cost of deliverables across a portfolio of projects are met
- Negotiating with vendors/agencies to provide cost savings to the brand
- Scheduling meetings / discussions with business partners, teams, key leaders, vendors regarding project status
- Briefing and communicating technical info with client and agencies
- Ensuring compliance with client's and organization's standards/policies: privacy, security, accessibility, and local legal requirements
- Coordinate data capture and reporting to allow for on-going program measurement and optimization
- Change management; adjust the project plan and resource per business requirements
- Work with Service Managers to continually improve the services offered
- Governance of web development by Agencies, setting up website tracking using Google Analytics
- Manage interfaces between development teams, business partners, and stakeholders worldwide
- Exclusively involved in vendor management (Atos, Mind tree, Corbus & Hypermedia)
- Run initiatives and campaigns based on website design, Consumer Database and Email Marketing
- Helping clients with change-management activities.
Communication Coach and Trainer
Convergys’s India Services Pvt Ltd
12.2006 - 01.2009
- Worked as a Communication Coach and trained for Prepaid Mobile Customer Care, Dial up Customer Care, MAC Customer Care, and Home Telephony Customer Care
- Ensured that the CSI of the LOB’s handled were improved and maintained at an acceptable level
- Worked with outliers to better their communication skills
- Ensured implementation client input in the call flow from a soft skills perspective
- Involved with recruitment of new agents
- Cross trained to conduct Process training
- Have taken culture and Communication batches with a conversion of 82%
- Coordinate & Strategize with Business Leaders to determine & analyze training needs for various departments to achieve company goals
- Ensure all training conduct meets with all the necessary quality and compliance standards
- Work closely with Operations to identify training needs
- Conducting Behavioral & Customer service training to all levels
- Promote best practice sharing for Knowledge sharing and Learning Effectiveness
- Monitor and track reports on daily activities, performances etc of the trainees
- Work closely with Recruitment to streamline the Hiring Process
Technical Support Officer
Convergy’s India Services Pvt Ltd
09.2005 - 12.2006
- Handled customer’s billing and technical inquiries for DSL
- Also handled on Job Training (Fish - Bowl) for new recruits
- Conducted Training for Subject Matter Experts
- Also the CSI – SPOC for the team, which involves monitoring CSI and Quality and giving Feedback to team members
- Conducted Refresher Training for Below Average Agents
Customer Service Advisor
Global Services
01.2005 - 08.2005
- Handled customer’s billing inquiries
- Also handled technical inquiries
- Team Management in the absence of the Team Leader
Technical Support Officer
Wipro Spectra mind Service Ltd
05.2004 - 01.2005
- Handled customer’s technical and billing inquiries
- Monitored call quality for the team and gave feedback as well
- Tracked reports on daily activities, performances etc of the team
- Team Management in the absence of the Team Leader
Education
TYB.Com - Commerce
Bhavan’s College
Mumbai 03.2003 - 04.2004
H.S.C. - Commerce
Bhavan’s College
Mumbai 03.2002 - 04.2001
S.S.C. - undefined
St. Xavier’s High School
Diploma in Software Engineering - MS-DOS, Win98, MS-Word, Excel, PowerPoint, Access, HTML, VB, C++, JAVA, Oracle, Photo Shop
Aptech Computer Institute
MumbaiSkills
Industry Expertise
Business Process Outsourcing
Marketing
Technology
Customer Service
Client Services
Service Delivery management
Conflict resolution
Communication and interpersonal skills
Project Management
Vendor management
Process Management
Team Management
Client Management
SLA Management
Customer rapport
Negotiation
Performance reviewing
Team leadership
Customer service
Project management abilities
Recruitment and hiring
Customer relationship management
Personal Information
- Date of Birth: 03/29/83
- Marital Status: Married
Keyskills
Business Process Outsourcing, Marketing, Technology, Customer Service, Client Services, Service Delivery management, Conflict resolution, Communication and interpersonal skills, Project Management, Vendor management, Process Management, Team Management, Client Management, SLA Management
References
Available on request.
Disclaimer
I hereby declare that all the information furnished in this application is authentic and complete to the best of my knowledge.
Timeline
Service Delivery Ops Associate Manager
Accenture Pvt Ltd
09.2021 - Current
Business Readiness Project Manager (BRPM)
Accenture Pvt Ltd
05.2015 - 06.2016
Interactive Project Manager (iPM)
Accenture Pvt Ltd
03.2010 - 04.2015
Communication Coach and Trainer
Convergys’s India Services Pvt Ltd
12.2006 - 01.2009
Technical Support Officer
Convergy’s India Services Pvt Ltd
09.2005 - 12.2006
Customer Service Advisor
Global Services
01.2005 - 08.2005
Technical Support Officer
Wipro Spectra mind Service Ltd
05.2004 - 01.2005
TYB.Com - Commerce
Bhavan’s College
03.2003 - 04.2004
H.S.C. - Commerce
Bhavan’s College
03.2002 - 04.2001
S.S.C. - undefined
St. Xavier’s High School
Sr. Campaign Manager
Accenture Pvt Ltd
7 2016 - 08.2021
Diploma in Software Engineering - MS-DOS, Win98, MS-Word, Excel, PowerPoint, Access, HTML, VB, C++, JAVA, Oracle, Photo Shop
Aptech Computer Institute
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