Chiragi Vapiwala

About Chiragi Vapiwala

IT Service Management leader with 20+ years driving operational excellence across enterprise, global, and regulated (GxP/GMP) environments. Currently leading a team of 10 IT specialists at Volvo Cars Group, achieving a 15% increase in CSAT and sustaining 95% SLA compliance through standardized support workflows. Expert in leading cross-functional teams through complex infrastructure rollouts, service delivery improvements, and M&A integrations, including the rationalization of 2,500+ applications to accelerate standardization across acquired entities. Known for strengthening ITIL practices, improving customer satisfaction, and increasing SLA performance using data-driven ServiceNow reporting.

Experience

1. Information Technology Service Desk Manager

   HCLTech

   May 2024 — Present

   Lead a team of 10 IT specialists at different sites; increased CSAT by 15% and sustained 95% SLA compliance by standardizing support workflows and escalation paths.• Reduced MTTR by 25% by implementing ITIL-aligned incident/problem practices and strengthening RCA discipline for recurring issues.• Built ServiceNow KPI/OLA dashboards and automated reporting to provide real-time visibility for senior stakeholders and improve decision-making.• Serve as the primary client-facing service lead; run service reviews with leadership, align priorities/roadmaps, and communicate performance using KPI-driven reporting (SLA, CSAT, backlog, aging).• Orchestrated the US rollout of Windows 11 in coordination with global IT teams, delivering a seamless transition with no disruption to mission-critical operations.• Owned complex escalations end-to-end; partnered with engineering and other IT teams to remove root causes and prevent repeat incidents.• Oversaw hardware asset lifecycle activities (inventory, refresh planning, vendor coordination) to improve cost control and service reliability.

Education

• Stevens Institute of Technology

  Masters, Information Systems

  2007 — 2008

• Rutgers University

  BS, Computer Science

  1995 — 2000

Skills

• Windows Xp
• Process Improvement
• Management
• Service Delivery
• Technical Support
• Business Analysis
• Disaster Recovery
• Bmc Remedy
• Quality Assurance
• Operating Systems
• Xp
• Windows Server
• Information Technology
• Program Management
• IT Management
• IT Strategy
• IT Service Management
• Windows
• Windows 7
• Change Management
• Requirements Analysis
• Software Development Life Cycle (Sdlc)
• Cross-Functional Team Leadership
• Leadership
• Software Installation
• Sharepoint
• Testing
• Vendor Management
• Pharmaceutical Industry
• Business Process Improvement
• Project Planning
• Sccm
• Citrix
• Project Management
• Infrastructure
• Integration
• Visio
• Project Portfolio Management
• Vmware
• Incident Management