- Spearhead the delivery of managed services, ensuring the highest level of quality and customer satisfaction. Oversee end-to-end service management processes to meet and exceed client expectations.- Lead the management of Azure DevOps systems, ensuring seamless integration, efficient workflows, and optimal utilization of resources.- Partner with department heads to lead the resolution of incidents and problems, utilizing a proactive approach to identify and address issues before they impact clients. Implement robust preventive measures to enhance system stability.- Foster strong relationships with clients by understanding their business needs and aligning managed services to support their strategic objectives. Act as a trusted advisor for technology solutions and continuous improvement.- Implement best practices for version control, and application insights within Azure DevOps.- Spearhead the definition, tracking, and improvement of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for all team members.- Foster a culture of accountability, setting clear expectations and driving continuous improvement to meet and exceed performance metrics.- Play a pivotal role in the hiring process and onboarding of contractors, ensuring alignment with project requirements and team dynamics.- Lead performance management initiatives, providing constructive feedback, coaching, and support to foster professional development.- Drive the generation and analysis of comprehensive reports, extracting meaningful insights to support data-driven decision-making.- Develop and deliver impactful presentations for leadership, summarizing key findings, project updates, and recommendations during business reviews.

Program Management-Managed multiple contingent workforce programs for North American clients, ensuring timely and budget-conscious staffing.-Communicated regularly with clients and stakeholders, providing updates and addressing concerns for client satisfaction and implemented streamlined processes and automation, reducing time-to-fill by 20%.-Established and nurtured strong partnerships with multiple staffing vendors, negotiating favorable terms and fostering collaboration.-Built and maintained positive relationships with hiring managers, gaining their trust and increasing satisfaction levels by 25%.Vendor Management-Conducted rigorous vendor evaluations and implemented a preferred vendor program, improving talent quality and reducing the number of vendors.-Fostered strong relationships with vendors, promoting open communication and collaborating on continuous improvement initiatives.-Developed and monitored key performance indicators (KPIs) for vendors, ensuring adherence to service level agreements and driving continuous improvement.Data Analysis-Utilized data analytics tools to generate actionable insights and forecast future staffing needs, resulting in a 20% reduction in talent acquisition costs.-Leveraged data analysis to evaluate vendor performance based on metrics such as candidate quality, time-to-fill, and cost-per-hire, optimizing partnerships for high-quality talent and cost efficiency.-Developed comprehensive workforce analytics reports, providing insights into contingent workforce utilization, turnover rates, and productivity benchmarks.Communication and Leadership-Effectively communicated program goals, strategies, and updates to internal and external stakeholders, ensuring alignment and transparency throughout the program lifecycle.-Led and motivated direct reports and cross-functional team, by conducting performance review, providing guidance and support to achieve program objectives and deliverables on time and within budget.

Communication and Interpersonal Skills-Successfully mediated a conflict between two team members, resulting in improved working relationships and increased productivity.- Utilized active listening skills and empathetic communication to understand the underlying issues and propose a mutually beneficial resolution.-Regularly provided constructive feedback to employees during performance evaluations, resulting in increased employee engagement and improved performance.HR Knowledge and Expertise-Developed an efficient onboarding process, reducing the time taken for new hires to become fully productive by 20%.-Conducted a thorough review of company policies and practices, identifying areas that required updates to ensure compliance with changing labor laws.-Led the implementation of a performance management system, including goal setting, regular check-ins, and performance evaluations.-Utilized HR expertise to customize the system to align with company objectives, resulting in increased employee accountability and improved performance across teams.Resolving Complex Employee Relations Issues-Employed critical thinking skills to objectively gather evidence, conducted interviews, and provided guidance to ensure a fair and timely resolution that upheld company policies and protected employee well-being.-Helped the teams identify common goals, reach a mutual understanding, and develop a plan for improved collaboration, leading to a more harmonious and productive work environment.

I managed a fast-paced study abroad office on a daily basis, overseeing various projects related to staff recruitment, business development, and external communications. During my tenure, I successfully increased staff retention rates by 30% through effective problem-solving, training, and mentoring. Additionally, I worked closely with US, Canadian, and Australian universities to counsel and recruit students from India. I also prepared financial and annual operational performance reports for senior management.