Sonali Singh
Ajax
Summary
An accomplished, and results-driven professional with over 9 years of comprehensive experience in the IT industry. An ITIL process expert, successful in guiding, governing, and enabling multi-cultural and cross-functional teams ensuring service delivery in complex IT environments. Proficient planner, strategist, and implementer in Vendor management, Contract management, Service Delivery Management, IT Service Management and Client Relationship Management. Expertise in developing, defining, documenting, and communicating process improvements & best practices for accounts and for different organizational initiatives. Skilled in handling escalations, meeting SLAs, KPIs, metric measurement, performance management, vendor governance, third party risk management, contractual obligations, contract renewal, vendor compliance and management ensuring continuous improvement of processes. Experienced in developing lasting partnerships and alliances, with extensive knowledge in managing strategic partner portfolios. Developed collaborative working relationships with key business partners, legal, sourcing, procurement and contract managers.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Vendor Integration Manager
OLG, Canada
03.2023 - Current
- Contribute to the development and implementation of the Enterprise Technology vendor management strategy, in alignment with Enterprise Third Party Management guidelines, to ensure effective and centralized monitoring, management and control of all Technology specific vendor and contract management activities
- Support or lead aspects of the development, implementation and management of Technology vendor management processes, including embedding the enterprise third party relationship management framework in Enterprise Technology vendor management practices
- Monitor vendor performance and governance for Technology products and services within assigned portfolio of Tier 1 (and Tier 2 as applicable), technology vendors, ensuring standardization and alignment to enterprise frameworks and processes to maximize effective delivery and value from vendors
- Support the management of the assigned external operator relationship and perform a quality assurance role to ensure that partners are meeting contractual obligations, including SLAs or other defined metrics
- Identify any potential issues and risks and provides recommendations for remediation to continue to drive and build successful OLG-operator relationship
- Initiate and support the objective tiering process for all new Enterprise Technology Vendors and the annual review of existing Enterprise Technology Vendors, within assigned portfolio
- Lead, on behalf of Enterprise Technology, the contract renewal process by collaborating and partnering with procurement and business stakeholders ensuring alignment with Corporate Procurement policies
- Identify additional customer requirements (from the external operator or internally within OLG) based on feedback and communicate with relevant stakeholders to improve any existing services or to identify future possible products and services
- Support the maintenance and monitoring of the long-term relationships with operators, in collaboration with Relationship Managers, to provide additional OLG value and services
- Analyze customer satisfaction feedback in terms of effectiveness and efficiency and develop strategies for continuous improvement to strengthen the relationship
- Identify opportunities to optimize and further centralize vendor contracts and licenses to achieve economies of scale
- Support the Technology RFP process for Technology vendor contracts from requirements gathering, vendor selection and defining vendor performance criteria ensuring alignment with the overall vendor management strategy where appropriate
- Leverage the enterprise standard contract management application (i.e., Salesforce), to facilitate timely and accurate case management to demonstrate Vendor and OLG compliance against respective contracts
- Collaborate with Risk & Audit to facilitate annual Vendor audits and manage respective risk mitigations against due dates as well as periodic updates
- Advocate on behalf of operators and interface with the Technology teams to rectify any performance or service challenges experienced by operators to improve customer and vendor experience
- Support the understanding of all aspects of the client's business and the competitive business environment to keep up to market trends to further develop a trusted relationship.
- Resolved disputes between company personnel and vendors diplomatically, preserving positive working relationships while upholding company interests.
Service Delivery Manager
Loreal, Canada
10.2022 - 03.2023
- Manage the RUN service and supervise its functioning to ensure user effectiveness, adoption, and Operational excellence for the Integration in the Americas zone (North America & LATAM)
- Work closely with the SAP supply chain support team to ensure timely resolution of tickets and underpinning issues are identified and resolved
- Maintain high performance levels for service-related processes and implement improvement activities wherever necessary within SAP supply chain team
- Acquire & share knowledge of emerging business needs, technology, and solutions to help improve Loreal operations
- Act as an escalation point and take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Providing accurate and regular reports to the management on performance of the service delivery with relevant KPIs
- Ensure that standardized methods, processes, and procedures are used for the efficient and prompt handling of all changes
- Accountable for knowledge transition from enhancements/projects to run teams using a standard Build to Run process
- Perform proactive problem management to minimize failures
- Focus on Knowledge Management to ensure proper documentation, availability and sharing of knowledge
- Establish governance process to review SLA’s, KPI’s, vendor performance and quality of service
- Lead a culture of Continual Service Improvement with the vendors
- Supervise external vendors that manages support / maintenance including Major Incidents
- Demonstrated ability to manage Integration Operations and strong ability to influence others
- Build strong relationships with the BRMs and key stakeholders to identify customer issues and needs of supply chain team
- Collaborate with application and infrastructure teams on issue resolution.
Operations Manager
ABB, Bangalore, Mexico
05.2019 - 10.2022
- Single point of contact for stakeholders in America involved in ITSM process
- Lead ITIL program across hosting run team and manage a variety of ITIL process definition, design, & implementation
- As a Process manager, implement Incident, Problem, Service Level, IT Monitoring, Capacity and Availability management practices locally, following the policies defined globally
- Transform certain policies initiated in the Americas into global policies
- Responsible for client satisfaction and ensure the services are delivered according to agreed Service Level Agreements (SLA) and other contracts
- Collaborates with project teams to integrate change management activities into overall project plans
- Assessment of the impact of Changes on quality of service through risk and Change evaluation
- Ensuring the changes are meeting the exception and emergency criteria
- Facilitating and managing business aligned and infrastructure change advisory board (CAB) meetings
- Analyze trends or historical data of incidents and services to ensure problems are identified and solved
- Providing primary operational support, including report development for the ITSM processes within the Service Level Management Team, while understanding and leveraging all IT Service Management process connections
- Plan, manage and deliver business analysis for Continual Service Improvement process activities to support the Service Management Excellence Process Owners
- Works to enhance with the Service Level process reviews, associated documentation and training activities
- Ensures service transition is planned and executed to schedule, budget and scope
- Regularly collect, analyses and document production status and SLA/OLA breaches, and present to management
- Creation of ITSM reports highlighting KPIs, SLAs and trends for Change, Incident and Service Request management
- Create dashboards regarding open tickets, trends, service level agreements, average ticket resolution time, and develop metrics to evaluate technical issue response time and resolutions
- Establishes and documents support policies, guidelines, and procedures to ensure consistent incident and problem resolution steps across all IS departments
- Track performance and take corrective actions to improve SLAs while managing any service complaints or issues
- Facilitate the delivery of service by agreeing on points of interaction and escalation, acting cost sensitive, and ensuring the client is aware of services budget and continuous service delivery according to the SLA.
Service Delivery Lead
Epsilon, Bangalore, India
06.2017 - 04.2019
- Ensuring the process delivers business value & compliance with related Policies, Process, advocacy ensuring proper training is conducted & Process integration with other processes
- Cover all changes to all aspects of service design including changes to all architectures, processes, infrastructure, tools, metrics and documentation, as well as changes to IT services and other configuration items
- Ensure all changes are recorded and managed in a controlled method
- Manage processes needed to design, transition, operate and improve services
- Lead the investigation of Problems, using established Root Cause Analysis methodologies, following on from Major Outages, Severity 1 Incidents, multiple lower Severity Incidents, or through proactive trend analysis
- Combine analytical skills and business knowledge to perform trend analysis on incident records and subsequently execute Root Cause Analysis
- Proactively manage all Problem Records, ensuring records are closed in a timely manner
- Work collaboratively with the Process Management team to establish Service Levels for all phases of a Problem Record, and subsequently execute on those Service Levels
- Providing day to day operational support to the Service Level Management Process Owner, as well as connected operational linkages with the other process leaders
- First escalation point for SLA/OLA issues
- Supporting updated training, dashboards and business considerations for a standard global delivery
- Provide monthly SLA report, with insight of the incident trends defined by the senior delivery manager
- Continual Process Improvement efforts & Managing process exceptions
- Prepared a Capacity database of assets (solutions, templates) which could be harvested & Ensured that proposed solutions when implemented meet the needs and functional requirements of the customer.
Assistant Engineer (Service Delivery)
Ericsson, Bangalore, India
05.2015 - 06.2017
- Managed a medium size team supporting Monitoring Tools, reporting services & shift management teams for VF UK client
- Accountable for meeting contractual terms, SLA’s & KPI’s
- Work with the customer to implement and enhance monitoring solutions on the customer’s infrastructure
- Define custom reports as per the requirements and work with the team to present prototypes for a sign-off prior to implementing the reporting solutions
- Responsible to implement ITIL process enforcing security and customer compliance requirements
- Responsible for People & Team Management including resourcing and other delivery aspects
- Responsible for Service Quality, Customer Satisfaction Index, Service Delivery reviews with the customer and implementation of improvement plans
- Lead Operational CAB/EC for all changes and authorize acceptable changes
- Implementing part of problem management role by proposing solutions for faulty scenarios
- Facilitate and coordinate technical major incident and problem review meetings including leading and facilitating post-mortem investigations of critical incidents, and managing root cause analysis
- Develops supporting process documentation (e.g., procedures, policies), and maintains this documentation to ensure it is relevant and available for its users
- Ensures all processes meet established standards and adhere to applicable risk, regulatory, internal controls and compliance requirements
- Ensure Configuration Management Database (CMDB) is regularly updated with the most recent information of a configuration item (CI) after each change is performed
- Focus on continual service improvement and drive change within the ITSM policies, processes, and procedures based on the service improvements identified
- Driving the Improvements Programs to enhance the quality of delivery
- Created the function to the effective management of projects and IT service delivery which included the creation of the First Project Management Office and ITIL based service delivery processes.
Education
B.E (E&C) -
North Maharashtra University
01.2014
Skills
- Negotiation expertise
- Service Delivery Management
- Contract Agreement and Negotiations
- Vendor evaluation
- Performance management
- Third Party Risk Management
- MSA Renewal
- Service Level Management
- Key Performance Indicators
- People management
- Project Management
- Statement of work
- Continuous Process Improvement
Languages
English
Full Professional
Certification
- ITIL Foundation (V3 & V4)
- Prince2 Foundation
- Prince2 Practitioner
- Certified Scrum Master
- PMP
Timeline
Senior Vendor Integration Manager
OLG, Canada
03.2023 - Current
Service Delivery Manager
Loreal, Canada
10.2022 - 03.2023
Operations Manager
ABB, Bangalore, Mexico
05.2019 - 10.2022
Service Delivery Lead
Epsilon, Bangalore, India
06.2017 - 04.2019
Assistant Engineer (Service Delivery)
Ericsson, Bangalore, India
05.2015 - 06.2017
B.E (E&C) -
North Maharashtra University
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