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

• Spearheaded the transition from Remedy ITSM to ServiceNow across global operations, ensuring business continuity and minimal disruption.
• Managed third-party vendors and negotiated SoWs aligned with strategic objectives.
• Delivered process efficiency improvements by 25% through audits and continuous enhancements.
• Led training sessions for 80+ stakeholders, boosting ServiceNow adoption by 30%.
• Chaired change advisory meetings, ensuring governance and alignment with business goals.
• Managed risks associated with change initiatives, implementing mitigation strategies as needed.

• Directed change and release operations for Fortune 500 clients, including cloud migrations and data center transitions.
• Managed cross-functional change teams, CAB meetings, and stakeholder communications.
• Achieved 97% on-time releases by optimizing scheduling, risk mitigation, and release readiness reviews.
• Improved reporting and decision-making through executive-level dashboards and post-implementation analysis.

• Delivered global technical support with 98% first-call resolution.
• Managed Active Directory, application deployments (SCCM), and user provisioning.
• Conducted training and collaborated with global teams to resolve production issues.