In my role as the Technology Management Office Manager, I spearhead the strategic planning and execution of technology initiatives across the organization. I collaborate closely with senior leadership and cross-functional teams to ensure alignment with business goals and drive technological innovation. My responsibilities include overseeing project portfolios, managing technology budgets, and implementing governance frameworks to ensure compliance and efficiency. Additionally, I lead efforts in risk management, performance monitoring, and continuous improvement, fostering a culture of excellence and accountability within the technology department.

In my role as an ITSM Manager, I lead the development and implementation of IT service management strategies to enhance operational efficiency and service delivery. I collaborate with cross-functional teams to define and design IT processes, ensuring alignment with business objectives. My responsibilities include overseeing incident, problem, change, and release management, as well as developing and monitoring key performance indicators (KPIs) to drive continuous improvement. Additionally, I manage the IT service catalog and ensure compliance with ITIL best practices, fostering a culture of excellence and innovation within the IT department.

In my role, I validated and produced baseline project plans and templates, planned resource and capacity requirements, and provided comprehensive schedule, resource, and cost reports to Project Managers. I ensured regular project communication, maintained documentation, and marketed Project Management Support across various departments. I identified and mitigated potential escalations in a dispersed matrix environment, supervised the Industrialization and Capability Development initiative, and published dashboards and reports for various workgroups. Additionally, I authored a bi-weekly department-wide newsletter for 500+ employees.

In my role, I facilitated the creation of Project Charters in the MyIAS tool, gathered project requirements, and ensured drafts were acceptable to Tax, Legal & Compliance approvers, and LOB Leaders. I participated in team meetings, recorded minutes, and communicated outcomes to Project Managers. I tracked project progress, highlighted observations, and took corrective actions. Additionally, I assisted in creating and administering the project’s SharePoint site, designed functional aspects of SharePoint workflows, and generated project reports.

• Resource Management – DU Head Count Records, Coordination with the HR scheduling team for resource demand requests, POC for new joiners. IJP Management, on boarding, off boarding, scheduling interviews and providing end to end solutions for all recruitment needs in our department.• Procurement & Vendor Management – Identifying, planning and Initiating procurement of critical assets (IT & non IT) based on the requirement of the Business and or the stake holders. Responsible for ensuring on time delivery of goods and services, in charge of performing quality checks and vendor invoice approval. Ensuring proper documentation for the movement of materials.• Inventory / Asset Management – Handling end to end of inventory management system of IT, Non-IT Assets & Consumables. Ensuring timely procurement of running stocks and responsible for conducting reviews of physical stock vs. accounted stock. Monthly testing of stocked assets (especially IT assets) to ensure its working condition.• Events Management – Involved in Budgeting, planning, vendor discussions & Facilitating Team outings, Client Meetings, HR sessions, Training / awareness sessions, Fire Drills and all the other events related to delivery unit. • MIS Reporting - Generating & Maintaining of Operational / Metric reports and reporting it to the senior management on a scheduled basis. Handling project cost related data which includes all the infrastructure costs, pyramid cost and management, tracking of various allowances of all the employees in the DU and reporting to Finance team for payouts etc.

First point of contact for Dell NA Customers for Technical Queries. Supported Products were Dell Portables, Wireless Products, Hardware Warranty Technical Support, and Wireless Connectivity.