Leading a 30+ member SIAM team across 17 modules. Managing end to end service delivery across multiple suppliers in a multi-vendor environment for Denmark's largest telecom company.Job responsibilities include, but not limited to-Ensure effective functioning of all ITIL based service management functionsAct as a Central escalation point for any and every process related issuesCreate and Report operational performance for consumption by C level executivesMeasure and optimise Service levels across all suppliers for overall operational excellenceCreate,Manage and automate reports and dashboards in Microsoft PowerBiCustomer relationship managementSupplier ManagementStakeholders ManagementMulti vendor governanceContinuous Service ImprovementIdentify and drive Automation initiatives

Leading a 30+ member SIAM team across 17 modules. Managing end to end service delivery across multiple suppliers in a multi-vendor environment for Denmark's largest telecom company.Job responsibilities include, but not limited to-Ensure effective functioning of all ITIL based service management functions Act as a Central escalation point for any and every process related issues Create and Report operational performance for consumption by C level executivesMeasure and optimise Service levels across all suppliers for overall operational excellence Create,Manage and automate reports and dashboards in Microsoft PowerBiCustomer relationship management Supplier Management Stakeholders Management Multi vendor governance Continuous Service Improvement

Service Management Lead• Successfully rolled out the Service Management processes across the Infrastructure, Application and Security environments, designed the workflows for various service catalogue items including application/ service specific workflows. • Collaborated with customer and technical teams in designing the Change Management Process and procedures, finalized the mandatory document requirements for Change Requests, CAB, E-CAB structure, escalation points, Post Implementation review mechanism. • Managed the overall change management process – documentation review, scheduling, hosting CAB meetings, conducting PIR for Changes • Responsible for overall Service Management reporting, which includes creating and hosting Weekly, Monthly Status review presentations with customer stakeholders, sharing the monthly SLAs and explain to customer the calculation methodologies, if required.• Create and manage Dashboards in PowerBI for key metrics like Incident count, change success rate, Service request backlog.• Conducting process awareness and refresher sessions to increase Rigor in operations• Managed small project activities for customer, as a Project manager was responsible for requirement gathering, resource identification, planning, monitoring and sharing progress with stakeholders, and seek final acceptance signoff

I performed Change Management and CMDB tasks along with reporting for SLA

I worked on change and configuration management at this period

• Worked as the Transition Lead for Service Desk and Service Management for a new client for whom I was responsible for Onshore Knowledge Transfer from Sydney, Australia to Kolkata• Creating, Updating and managing Knowledge articles, and being the SPOC for the client for any escalations.• Produced a wide variety of both off-the-shelf and custom Excel reports/metrics highlighting industry-standard KPIs • Increased awareness of IT service outages and planned changes by revamping IT communication strategy• Identified Shift-left opportunities and cross-skilled resources to achieve cost reductions while improving customer service levels