Vendor Management, Supplier Relationship Management, Vendor Operations, SLA Management, Supplier governance, Stakeholder Management, Project Management, Procurement support, Contract Negotiation> Developed a service level agreement insights tool for Health & Insurance suppliers, empowering our team to meticulously track service performance across a vast network of over 40 key suppliers, encompassing a significant expenditure exceeding US $750 million.> Established & nurtured long-term relationships with suppliers, negotiating contracts and SL agreements to achieve improved service quality. Skillfully negotiated and implemented more than 20 new SL metrics, complete with a service credit mechanism, for 3 key suppliers.> Spearheaded the establishment of key performance indicators (KPIs) for supplier incident operations in collaboration with stakeholders - systematically monitoring performance metrics to pinpoint areas for enhancement and propel operational excellence forward.> Act as the primary escalation point for internal and external issues related to performance and supplier relationships, effectively resolving conflicts and maintaining positive partnerships with key stakeholders. Managed supplier performance and conducted regular reviews to ensure quality and reliability.> Effectively oversee relationships with more than 20 suppliers, collectively representing an expenditure of $800 million - meticulously monitoring their service level agreements (SLAs), key performance indicators (KPIs), and contractual obligations. Vigilantly manage the financial components of contracts, including invoice validation, to mitigate financial risks and prevent potential revenue loss.> Led the PCM team overseeing invoice validation for 12+ suppliers with an annual spend of 200Mn. Validated 600+ invoices, resulting in corrections and credits totaling $48K.

Incident Management, Service Desk / Contact Center Operations, PMO support, Project Management> Supervised and meticulously tracked the backlog of help desk tickets and service technician tasks utilizing the ServiceNow platform. Streamlined the help desk backlog from over 1000 to a manageable range of 200-300 tickets through strategic ticket dispatching, targeted upskilling initiatives and effective people management techniques.> Orchestrated operations as the primary point of contact at the service desk for all major incidents. Exhibited exceptional proficiency in incident management, swiftly resolving critical issues and minimizing downtime to ensure uninterrupted system functionality.> Supervised a team of 3 PMO office coordinators, offering consultative support on projects through provision of templates, best practices, training, and insights from completed projects.> Oversaw continual improvement projects for clients, delivering updates to senior leadership at the portfolio level and facilitating stakeholder meetings for projects of medium and low complexity.

Major Incident Management, Problem and Change Management, ServiceNow reporting> Provided IT Service Management Support (Incident, Change & Problem) for multiple small sector clients based out of Europe> Implemented automation for generating monthly status reports on ServiceNow, effectively consolidating overdue change requests, incidents, and problem tickets. This initiative resulted in a significant reduction in resource allocation, equivalent to streamlining 0.15 FTE> Directed the lifecycle management of Major Incidents (Sev1& Sev2) to swiftly restore service operations to agreed levels, prioritizing incidents based on customer impact and urgency. Effectively handled incident escalation & conflict resolution to ensure timely resolution of issues.> Conducted thorough business assessments for proposed changes, meticulously evaluating their impact and risk on the business environment. Swift decision-making regarding the authorization or rejection of change requests was executed, with clear communication to pertinent stakeholders.> Implemented proactive problem management strategies to mitigate incident recurrence, resulting in a notable reduction in incident volume. Furthermore, facilitated rigorous scrutiny and approval of "Root Cause Analysis" for problem closure, ensuring comprehensive resolution and minimal disruption to operations.> Generated clear, concise and insightful reports on incident trends, problem analysis, change management outcomes and service performance metrics. Effectively communicated the reports to stakeholders at several levels, fostering transparent and collaborative relationships through strong client and team communication.

Service Desk / Contact Center Operations, Incident and Problem Management, People Management, Knowledge Management, Customer Satisfaction, Escalation Management> Help desk delivery and Service Management operations (Incident, Problem, Knowledge, Configuration) support for our Global Client> Transitioned and established a 50 FTE technology service desk from a third-party vendor for our client within a tight 90-day timeframe. Directed system transitions as mandated by leadership, ensuring seamless integration and minimizing operational disruptions.> Consistently met penalty-driven SLAs outlined in the contract for 15 consecutive months. Supervised a team of 45 analysts, overseeing performance evaluations, providing technical guidance, and fostering career development discussions> Championed two continuous improvement projects, resulting in notable improvements such as a 2-minute reduction in Average Handling Time (AHT) and a 4.5% increase in First Call Resolution (FCR), directly elevating customer satisfaction levels.> Led incident response initiatives, consistently surpassing SLA targets for incident resolution. This achievement bolstered client satisfaction and loyalty. Conducted monthly service reviews, delivering comprehensive summaries of major incidents and contributing to process enhancements and strategic initiatives.> Mentored and coached team members, sharing knowledge and best practices fostering a culture of learning and development within the team

Knowledge Management, Major Incident Management, People Management, New Hire Training> Excelled in providing user training and support, ensuring users were equipped with the necessary skills to optimize system usage and minimizing disruptions in daily operations.> Collaborated with various Service Management stakeholders to identify, prioritize, and implement process enhancements. Developed comprehensive Standard Operating Procedures and Knowledge Base articles to ensure thorough documentation and process adherence.> Undertook new hire and on job trainings

Incident and Change Management, Customer Satisfaction, Contract commercials managementAs an Incident Co-Ordinator: Initiated and handled bridge calls, engaged stakeholders, managed escalations and sent out initial, update, parked and restore incident notifications within SLA time limits. Minimized downtime and ensured rapid resolution for P1, P2, and P3 incidents. Used ITIL frameworks and root cause analysis techniques to identify systemic problems and implement preventive measures.Identified and mitigated stakeholder impacts of IT changes through suppression activities and risk management. Supported change management processes with comprehensive impact assessments, and maintained robust communication to minimize disruption and adhere to established procedures throughout the change lifecycle.> Conducted comprehensive invoice validation for Contingent Workforce and L&D suppliers, ensuring adherence to contractual agreements and meticulously tracking invoice payments against PO limits. Monitored and reported Early Payment & Volume discounts for relevant suppliers, in accordance with contractual obligations.