Navjot Kaur Daal
Glasgow,United Kingdom
Summary
Service Designer and Project Manager with 13 years of demonstrated expertise in enhancing internal processes and optimising workflows within UK-based telecom and global enterprise sectors. Proficient in service design, stakeholder engagement, and strategic implementation, leveraging skills in ITIL V3, PRINCE2, and agile collaboration to deliver user-centred solutions. Committed to driving continuous improvement and measurable outcomes through effective UX research and employee journey mapping.
Holds Indefinite Leave to Remain (ILR) in the UK with full right to work.
Overview
2025
2025
years of professional experience
1
1
Certification
Work history
Service Designer & Project Manager
Virgin Media O2 (VMO2) / Tech Mahindra UK
Glasgow, UK
12.2021 - 12.2024
- Led service design for UK internal systems and process improvements at a leading UK telecom operator.
- Developed and managed Knowledge Portal, Service Wraps, and Service Catalogue including SLAs, OLAs, and Class of Service (CoS).
- Conducted employee journey mapping and service blueprinting to optimise internal workflows and improve employee experience.
- Facilitated co-design workshops with UK stakeholders across HR, IT, Operations, and senior leadership to prioritise user-centred solutions.
- Supported strategic implementation and operational readiness, including testing plans and Go/No-Go decision facilitation.
Client Services Manager
NTT Global Networks
Mumbai, India
04.2017 - 04.2018
- Managed service delivery and process improvements for UK and European enterprise clients, ensuring SLA compliance aligned to UK market requirements.
- Served as escalation point for high-priority UK service issues, driving rapid resolution and continuous service optimisation.
Service Delivery Manager – Projects
Vodafone India Limited
Mumbai, India
03.2015 - 04.2017
- Delivered projects and BAU services for Vodafone’s UK and global customers, collaborating closely with UK technical teams.
- Defined SLAs, acceptance criteria, and delivery processes aligned with UK business and regulatory requirements.
- Coordinated cross-functional teams to ensure smooth service delivery for UK corporate clients.
Project Manager
Global Cloud Xchange
Mumbai, India
08.2012 - 03.2015
- Oversaw service delivery for UK-based enterprise clients in telecom and data network solutions.
- Led weekly UK stakeholder calls, managed risks, and ensured compliance with SLAs and operational standards.
Prior Experiences
Convergys India Services & Avaya India Ltd
Hyderabad
2008 - 2012
- Supported Global Telecom & Financial contact centres with incident management, change control, and process improvements tailored to UK customer needs.
- Coordinated all aspects of service delivery, ensuring client satisfaction.
Education
Bachelor of Technology (B.Tech) - Electronics & Communications
Shimla University
Shimla2007
Skills
- Service Design & Project Management
- Internal Processes & Operational Efficiency
- UX Research (Qualitative & Quantitative Methods)
- Employee Journey Mapping & Service Blueprinting
- Stakeholder Engagement & Cross-Functional Collaboration
- Facilitation & Co-Design Workshops
- Strategic Implementation & Change Management
- Continuous Improvement & Impact Measurement
- Agile & Multidisciplinary Team Collaboration
- Project & Delivery Management
- ITIL V3, PRINCE2 Foundation, Certified Scrum Master (CSM)
- AWS Certified Cloud Practitioner
Accomplishments
- Designed and implemented the “First Time Right V1” process, improving delivery timelines by 20%.
- Process Owner for Class of Service (CoS) assessments ensuring PMO compliance and quality assurance.
- Active member of Document Assurance Committee reviewing and approving service design documentation.
Certification
- PRINCE2 Foundation
- ITIL V3 Foundation
- Certified Scrum Master (CSM)
- Business Analysis Professional
- Convergence Tech Practitioner
Timeline
Service Designer & Project Manager
Virgin Media O2 (VMO2) / Tech Mahindra UK
12.2021 - 12.2024
Client Services Manager
NTT Global Networks
04.2017 - 04.2018
Service Delivery Manager – Projects
Vodafone India Limited
03.2015 - 04.2017
Project Manager
Global Cloud Xchange
08.2012 - 03.2015
Prior Experiences
Convergys India Services & Avaya India Ltd
2008 - 2012
Bachelor of Technology (B.Tech) - Electronics & Communications
Shimla University
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