HIMANI BINJOLA

• Managed £4M ARR enterprise portfolio, overseeing revenue tracking, renewals, and overall account performance.
• Acted as a trusted advisor to enterprise clients, supporting account growth, retention, and long-term customer success.
• Drove renewals, upsell, and cross-sell opportunities to increase revenue expansion and customer value.
• Developed and executed strategic account and customer success plans aligned with business and client objectives.
• Monitored customer health, usage trends, KPIs, and NPS to improve retention, satisfaction, and service adoption.
• Led client engagement including regular business reviews, stakeholder management (including C-level), and issue resolution.
• Collaborated with cross-functional teams (Sales, Delivery, Finance, Legal, Engineering) to ensure successful service delivery and outcomes.
• Managed contract renewals, SOWs, negotiations, and amendments in partnership with commercial and legal teams.
• Partnered with technical teams to support solution delivery across APIs, Data Analytics, and System Integration.

· Managed end-to-end IT service delivery, ensuring compliance with SLAs, KPIs, and ITIL best practices.

Managed end-to-end service delivery processes, resulting in enhanced operational efficiency and increased customer satisfaction.

· Acted as the primary client contact, managing stakeholder communication, service reviews, and escalations.

· Led and mentored cross-functional IT teams, driving high performance and operational excellence.

· Oversaw Incident, Problem, and Change Management processes, ensuring timely issue resolution and service continuity.

· Conducted Root Cause Analysis (RCA) and implemented continuous service improvement initiatives.

· Monitored service performance metrics and prepared operational reports for senior stakeholders.

· Managed vendor relationships, contracts, and third-party service performance.

• · Ensured compliance with security policies, governance standards, and regulatory requirements.
• Negotiated service level agreements with clients, setting clear expectations for service delivery.

• Managed large-scale, multi-million-pound, multi-year service transition projects for a leading North American airport within Service Desk operations.
• Led end-to-end transition activities, ensuring alignment with operational models, project timelines, budgets, and business objectives.
• Defined and communicated Service Transition scope, plans, risks, and deliverables to key stakeholders, ensuring alignment and clarity throughout the process.
• Ensured seamless transition of services into BAU operations, maintaining SLA compliance and quality standards while minimising disruption.
• Coordinated stakeholder meetings and workshops, providing status reports, risk logs, and issue tracking to facilitate informed decision-making.

• Managed day-to-day Service Desk operations, including workload allocation, team coordination, and performance monitoring.
• Ensured accurate ticket logging, prioritisation, and resolution, achieving compliance with SLAs and ITIL processes.
• Resolved service user requests promptly, meeting established target timeframes.
• Analyzed ticketing data, call logs, and customer feedback to identify trends, improve service performance, and enhance customer satisfaction.
• Developed and maintained Service Desk SOPs and operational procedures, enhancing efficiency and ensuring compliance.