Jyothi Jaiswal

• Lead delivery station operations, overseeing Operations Supervisors, and third-party delivery partners.
• Drive a safety and wellbeing culture, ensuring compliance and promoting employee health.
• Manage KPIs such as On-Time Delivery and First-Time Success, applying root-cause analysis to drive service improvements.
• Oversee and implement projects to streamline processes and improve customer service quality.
• Conduct shift performance analysis and initiate corrective actions to meet operational goals.
• Collaborate with management to standardize best practices across shifts and maintain operational consistency.
• Pilot new systems/processes, gather feedback, and optimize last-mile logistics strategies.
• Communicate key metrics and manage daily performance reporting.

Client: Sandvik AB

• Led the global transition from Remedy ITSM to ServiceNow, ensuring seamless business continuity and minimizing operational disruption.
• Conducted comprehensive change readiness assessments, developing targeted action plans to drive adoption and overcome resistance.
• Managed and negotiated third-party vendor contracts, aligning Statements of Work with strategic business objectives.
• Delivered a 25% improvement in process efficiency through rigorous audits and ongoing process optimization.
• Facilitated training programs for 80+ stakeholders, • increasing ServiceNow adoption by 30%.
• Chaired Change Advisory Board meetings to enforce governance, align initiatives with corporate goals, and drive successful organizational transformation.

• Directed operational change management for Fortune 500 clients, mitigating risks and ensuring uninterrupted business continuity across critical IT infrastructure projects.
• Led a team of 8-9 change coordinators to deliver complex infrastructure milestones on schedule and within scope.
• Chaired Change Advisory Board (CAB) meetings, authorizing high-impact changes with a 99% success rate, maintaining stringent quality and compliance standards.
• Managed stakeholder communications, delivering presentations at executive forums and securing exceptional client satisfaction.
• Coordinated large-scale data center relocations, cloud migrations, and network upgrades, driving seamless transitions with zero downtime.
• Championed process optimization initiatives that improved security compliance and automated reporting workflows, boosting operational efficiency by 25%.
• Delivered comprehensive training programs and executive-level reporting to facilitate data-driven decision-making and continuous operational improvements.

• Planned and managed complex release cycles across diverse portfolios, aligning with business and client priorities.
• Proactively managed risks and issues impacting scope, timelines, and quality to deliver 97% of releases on time and within budget.
• Coordinated release content integration from service backlogs and third-party applications to ensure seamless deployment.
• Led comprehensive Release Readiness, Milestone, and Go/No-Go reviews, validating criteria for successful launches.
• Conducted rigorous post-release evaluations to drive continuous improvements in deployment quality, reliability, and efficiency.

• Maintained and supported global enterprise IT infrastructure, ensuring high system availability and performance.
• Achieved 98% first-call resolution rate through efficient remote diagnostics, technical troubleshooting, and stakeholder-centric service delivery.
• Managed Active Directory provisioning and access control, maintaining enterprise security and compliance.
• Led enterprise software deployments and patch rollouts via SCCM, contributing to stable release cycles and minimized system disruption.
• Resolved recurring issues with cross-functional teams, improving efficiency and reducing incident volume.
• Maintained accurate, up-to-date documentation of IT • infrastructure and operational processes.