Pooja Potrapalli Shivlal

 Experienced IT Service Delivery Manager, Project Manager with 14 years of experience in Banking & Financial Services, managing & delivering IT Services, Performance Management Reporting, IT Quality, KPIs, SLAs, Process Improvement, Voice of customer programs in a Shared Services and a Data Centre Environment for IT, Telecommunications & Non IT Domains  Extensive Project Management experience working in an Agile environment with distributed cross functional teams  Experienced in Incident, Problem, Change, Release Management & Quality Assurance.  Experienced in Reporting and Dashboard, providing insights to the Executive Committees & Senior Management leveraging ServiceNow Backend, Cognos Reporting Studio & Qlikview for Dashboard reporting  Experienced in ServiceNow Testing for User Stories & Defects, Creating Custom applications & Email notifications  Responsible for creating Communication Plans for ServiceNow SLA Reporting and rollout of new ServiceNow reporting features  Strong Stake Holder Management Skills  Implemented ServiceNow SLA Reporting tool to manage, track contractual Service Level Agreements (SLAs) in UK, Asia Pacific, Canada and Switzerland  Performed Gap Analysis of data and worked with End users in collaboration with Change Implementation teams, Developers,Testers to implement reporting requirements on the ServiceNow system  Facilitate Workshops, train the End users on using ServiceNow features, ongoing support  Managed a team of IT Helpdesk, IT Infrastructure Support Administrators, Engineers & Quality leads  Planned staffing, Work breakdown structure, Team performance, Training & Performance development reviews  Cost Management, Budgeting, Forecast and Staff Recruitment  Vendor Management - worked with Infosys, TCS, HP, IBM, Verizon, Tata, Vodafone & Sify Bachelors in Computer Science Engineering & Technology