Nishant Sharma

Global Service Delivery Manager @Kyndryl India

Noida, IN

Project: Global Service Delivery Manager - Jones Lang LaSalle Account(JLL).Responsibilities:• Client Issue Management – Tracking & Closure and Updating client health to Global delivery and Leadership teams.• Vendor Management – Ensuring Smooth Vendor Operations and maintaining SLA Parameters.• Chairing Weekly/Monthly Governance meets of Accounts, Tracking client & Account issues to closure• Ensuring Good Net Promoter Score(NPS) from all customers in MEA & Tracking of Client Delivery Plan & ensuring Good Delivery Score.• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.• As Delivery Manager owner of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review & Root cause Analysis.• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed.• Ensuring Timely closure of Customer Satisfaction issues through Agile Practice & Methodology.• Working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.• Review of Daily Operations from all the tracks and push to clear the backlog of the pending tickets, SR & Changes.

IEC UNIVERSITY

Master of Business Administration - MBA