Service Delivery Manager
CurrentSenior Consultant (Swisscom, Switzerland) (July 2020 - Current)• Transition Manager - Responsible for onboarding the new services, coordinating, and ensuring all relevant aspects to ensure a smooth transition from project phase to operations.• Project Manager - Responsible for managing company’s internal transformation project driving different project activities to achieve timely milestones, focussing on the standardization of processes & tools • Service Delivery Manager - Leading an Application L2 Operations teamMaternity Break (Nov 2019 - Jun 2020)Service Delivery Management (UBS Switzerland, IT Risk Governance) (Jan 2016 - Oct 2019)• Successfully led and managed an Operations team of 10+ members ensuring on time delivery of the services as per the agreed SLAs.• Transformed the existing T&M service to an Outcome (unit) based pricing managed service.• Responsible for post verification testing of new functionalities, liaised between the Operations team and the Development team when dealing with complex technical issues • Introduced Young talent recruiting & mentoring model.• Created a robust Operations-L1-L2 support mechanism.Quality Assurance / PMO (UBS Switzerland, IT Risk Governance) (Mar 2012 - Dec 2015)• Responsible for reviewing and formulating an overall analysis based on the assessment results and presenting to the IT Risk Control based on which it was decided if the application was fit for offshore usage.• Responsible for financials of the project, budgeting, forecasting, invoicing and contracting with vendor management.
