Gayatri Achpal
Slough
Summary
Tireless Service Delivery Manager talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess.
Overview
8
8
years of professional experience
Work History
Senior Service Delivery Manager and Project Manage
ESP Global Services Ltd
01.2022 - Current
- Responsible for the Ownership, Management and Delivery of Global Projects
- Key Clients Escalation Resolve
- 24/7 Service Desk Management
- Implementation Of Effective Service Delivery & Operational Management
- Global Responsibility of the Profitability of Owned Projects
- Recruitment & On-boarding Delivery for Owned Projects
- Creating and Managing of Financial Reporting
- Creation of Legal Contracts Such as Statement of Work and Contract Amendments.
- Global Mobile Logistics
- Creation and Implementation of Project Improvement Strategy Plans
- Negotiation of Costs and Services
- Optimization Management
- Transition of Newly Won Project Deals
- Mentoring and Growing SDM's, Team Leads, Engineers and Project Assistants in reaching the next step of their careers.
- Planned and managed full project lifecycles, from conception through final completion.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
Bid & Solutions Manager
A & O IT Group
11.2020 - 12.2021
- Helped customers choose solutions suited to specific business needs by offering insight into available product or service options.
- Aligned multi-teams efforts behind unified solution promotion strategies, creating overarching strategies for customer guidance and communication.
- Maintained deep technical background knowledge in IT Sector parameters in order to facilitate authoritative communications with customers and internal stakeholders.
- Collaborated with product engineering teams to implement requested features and address weaknesses in Multiple Software solutions.
- Lead the end-to-end process of developing high-quality, winning proposals and bids in response to RFPs (Request for Proposals) and RFIs (Request for Information).
- Conduct thorough analysis of client requirements and industry trends to tailor bid strategies to specific opportunities.
- Work closely with legal and compliance teams to ensure that proposals adhere to regulatory and contractual requirements.
- Ensure that pricing strategies align with the company's financial goals while remaining competitive in the market.
- Gather feedback from clients and incorporate it into future bid strategies and solutions.
- Ensure all bid documentation is accurate, well-organized, and complies with the requirements set forth in the RFP.
Global Service Delivery Manager
Hemmersbach UK & Poland
01.2016 - 10.2020
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Managed third-party contracts to drive delivery of required services.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Led a team of 25 service professionals responsible for delivering IT services to multiple clients.
- Managed client relationships, ensuring a consistent level of service quality and satisfaction.
- Developed and monitored KPIs and SLAs to meet or exceed client expectations.
- Collaborated with the sales team to identify upselling and cross-selling opportunities, resulting in a 16% increase in revenue.
- Implemented process improvements that led to a 25% reduction in service delivery time.
- Conducted regular team meetings and training sessions to enhance the team's performance.
- Assisted in the coordination of service delivery operations, including scheduling, resource allocation, and client communications.
- Conducted data analysis to identify areas for improvement and recommended process enhancements.
- Acted as a liaison between the service delivery team and other departments to streamline communication.
Education
BBA - Business Administration And Management
Gujrat University
Ahmedabad, India01.2005
Skills
- ServiceNow performance analytics
- ITIL4
- Service Management
- Client Relationship Management
- Leadership
- Project Management
- Problem Solving
- Task Prioritization
- Critical Thinking
- Project Planning
- Partner Management
- Customer Satisfaction
- Service Reviews
- Financial Management
- Continuous Improvement
- Technical Knowledge
- Service level reporting
- Transition and change management
- Exceptional Communication Skills
- PRINCE2 Foundation
Timeline
Senior Service Delivery Manager and Project Manage
ESP Global Services Ltd
01.2022 - Current
Bid & Solutions Manager
A & O IT Group
11.2020 - 12.2021
Global Service Delivery Manager
Hemmersbach UK & Poland
01.2016 - 10.2020
BBA - Business Administration And Management
Gujrat University
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