Kamala Priya Kanda
Service Manager | ITSM Consultant | Process Improvement Analyst | Data Governance | Operations Excellence Specialist | Service Now | Confluence | Business Consultant |
- Role
- Service Manager at Tech Mahindra
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Kamala Priya Kanda
IT Service Manager at Tech Mahindra, with 3+ years of experience in IT Service Management and service delivery. I help teams improve service stability, reduce recurring incidents, and enhance operational efficiency through ITIL-driven processes and continual improvement initiatives. I enjoy working with service data — from ticket trends to performance metrics — to drive better decisions and improve customer experience.I have a strong interest in service optimization and analytics — from analyzing incident patterns using tools like ServiceNow and Power BI to identifying opportunities for automation and process improvement. Colleagues often rely on me for coordinating critical incidents, improving workflows, and ensuring smooth service operations. With a foundation in SAP Security and IT operations, I bring a well-rounded approach to service management and am always eager to learn, take on new challenges, and contribute to delivering high-quality service outcomes.
Experience
Service Manager
Sep 2024 — Present · Hyderabad, IN
IT Service Manager – Finland Retail Client | ITIL | ServiceNow | Service Excellence & Continuous Improvement Lead end-to-end IT Service Management across Incident, Problem, Change, and Request processes, ensuring SLA compliance and stable service delivery. Drive Major Incident and Problem Management, coordinating cross-functional teams to resolve critical issues and implement long-term fixes. Own Customer Experience and service performance (NPS & EVI), conducting Monthly Operational Reviews and maintaining strong client relationships. Establish and govern Knowledge Management practices using Confluence, improving documentation quality and team collaboration. Act as a CAB member for Change Management, ensuring proper governance, risk assessment, and smooth production deployments. Manage service operations and stakeholder coordination, including timesheet validation and invoicing processes.
Education
University of Hyderabad
Master of Business Administration - MBA
Gayatri Vidya Parishad College of Engineering (Autonomous)
Bachelor of Technology - BTech, Electronics and communication engineering
2016 — 2020
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