Neha S.

Service Assurance Lead @THG Ingenuity

Manchester, GB

As a leader in driving continuous improvement initiatives, I enhance service management processes and deliver customer excellence at THG. I have successfully unified change management communication workflows, resulting in more effective change communications. My governance efforts around major incident, request, and change management processes have streamlined operations. By working closely with technical teams, I identified critical service dependencies and their business impacts, leading to improved incident management and communication internally and with our clients. The quality of post-incident reviews and root cause analysis has significantly improved through the introduction of PIR meetings and 5-why analyses.I also led the successful migration of a service tool to a superior platform for a set of customers within a challenging 4-week deadline. My collaborative approach in leading continuous service improvement initiatives consistently elevates process efficiency and customer satisfaction.

University of Leicester

MSc Marketing