IT Service Delivery Manager, Australia and New Zealand • Manage, maintain and operate the end-to-end operational delivery of business services effectively and efficiently through either internal and external delivery model, while ensuring KPIs and SLAs are met• Primary engagement and escalation point for the Business and responsible for end to end stakeholder and escalation management• Actively identify, raise and manage risks as they arise. Support internal and external IT auditing requirements• On-board new IT/Business services assuring adherence to service management and ensuring the solutions provided are tailored in the best possible manner, so as to maximize user experience and customer satisfaction • Analysing, delivering, and presentation of Service Delivery reports and the provision of advisory services in relation to improving service and/or operational performance• Extensive understanding, application and leadership of change and transformation processes• Technical experience in supporting virtual infrastructure and Microsoft products• Ensuring timely patching of exposures to vulnerabilities and threats• Extensive experience in budgets, forecasting and predictive analysis• Vendor & Contracts Management • Passionate about promotion and use of new technology while embracing organizational change. • Hands on experience in analyzing and problem solving in the context of change and continuous improvement• Able to work well under pressure managing complex tasks effectively in short time frames.• Inclusive Diversity Champion for Oceania and member of Danone Women in IT committee

• Managing end-to-end service delivery for multiple clients and diverse portfolios.• Building and maintaining relationships with key client stakeholders and focusing on quality of regular service deliverables, opportunities for improvement and enhancing customer satisfaction.• Support transition of new services inducted into the client portfolio, ensuring the solutions provided are tailored in the best possible manner, so as to maximize user experience and customer satisfaction• Identifying and implementing Service Improvement strategies and initiatives to enhance customer experience and quality of Service delivered.

• Managing end-to-end service delivery for an outsourced managed services deal for one of Accenture's major Telecom clients.• Building and maintaining relationships with key client stakeholders and external vendors, focusing on quality of regular service deliverables, project schedules, opportunities for and implementation of improvement initiatives and customer satisfaction scores.• Support transition of new services inducted into the client portfolio, ensuring the solutions provided are tailored in the best possible manner, so as to maximize user experience and customer satisfaction• Identifying and implementing Service Improvement strategies and initiatives to enhance customer experience and quality of Service delivered.• I have hands on Experience in all phases of service delivery management as per ITIL, starting with Service Design and Transition, to Operations and Continual Service Improvement.• Accountable for ensuring SLA / KPI compliance, resource planning and utilization management, financial and contractual governance and liaising with key stakeholders, IT partners and vendors as Main Service provider (MSP) to achieve goals of service delivery. • I also have experience in forecasting, predictive analysis, managing escalations, and risk and issue management. • People manager for a team of 12 resources, and responsible for mentoring, goal setting and performance appraisals. • Project People Advisor / Advocate for 80 Operations team members in Accenture• Organize intercultural workshops between the customer and supporting Accenture teams

• Offshore Service Delivery Manager responsible for end-to-end service delivery for an outsourced managed services deal for one of Accenture's major Telecom clients .• I have hands on Experience in all phases of service delivery management as per ITIL, starting with Service Design and Transition, to Operations and Continual Service Improvement.• My main focus was on ensuring SLA / KPI compliance, resource planning and utilization management, financial and contractual governance and liaising with key stakeholders, IT partners and vendors as Main Service provider (MSP) to achieve goals of service delivery. • I also have experience in forecasting, predictive analysis, managing escalations, and risk and issue management. I• Also experienced in mentoring and performance reviews of a team of 10+ members.

• Design, development & delivery of software solutions for Merchandizing and Backroom automations in Target’s retail stores across the US. Technologies used – Microsoft .NET - C# .NET, ASP .NET; Oracle & JavaScript• Conduct reviews of design, architecture and code. Troubleshoot technical issues around the project architecture.• Ensure accurate planning and estimations for delivery, adherence to schedule and quality processes. • Interact and collaborate with onsite retail experts and merchandising analysts to gain an in depth and effective understanding of the science and statistics behind Merchandising, and translate those to system development.• Risk Identification, management and mitigation activities.• Participate in Quality and Process Audits. Ensure 6 Sigma Compliance for the project.

• Engineering and development of C# & ASP .NET solutions for the Retail Merchandising and Vendor Field Assessment divisions of Target’s technology initiative ensuring efficiency, robustness and ease of use.• Design, coding, peer reviews and tracking of defects.• Troubleshoot and solve technical issues / limitations during project development and deployment.• Adhere to Six Sigma Processes in all phases of Software development.• Risk Identification, management and mitigation activities

• Engineering and development of user interfaces for Misys Pharmacy Product 6.0 that is both easy to use and self-intuitive. Platforms / Technology used – VB.NET, MySQL, and PowerBuilder.• Develop software enhancement / change requests and fixing of defects. • Conduct Reviews of design, architecture and code.• Collaborate with end users and domain experts to conduct in depth and effective understanding of the healthcare domain, software and system requirements.• Participate in Quality and Process Audits.• Ensure Six Sigma compliance in all phases of software development.

• Coding, software enhancement requests and defect fixes for Misys Pharmacy Product 6.0 & 5.6. Platforms / Technology used – C++, VC++, VB.NET, MySQL, and PowerBuilder.• Develop user interfaces for health care systems that are both easy to use and self-intuitive.• Adhere to Six Sigma Processes in all phases of software development.

• Member of core software development team assisting the Research & Technology Division.• Develop and program simulations and Proof of Concept modules for projects in Honeywell’s Research & Technology Wing. Technologies used – C, VC++, C# .NET, HTML• Coding, testing and delivery of an application for tracking software assets and their configurations across Honeywell sites.