Pallavi Sharma

About Pallavi Sharma

With 22 years of experience in IT service operations and delivery, including 18 years in the banking domain, I am a seasoned leader passionate about driving excellence in fast-paced, global environments. My expertise encompasses IT service delivery, technology operations, senior stakeholder management, driving strategy, financials, governance, risk, control and leading global teams and cross -functional initiatives. I have led large-scale transformation initiatives to improve customer experience for the bank’s central access management portfolio, delivered on a multi-million program through strategic migration of front-line application support to vendor partner for IT applications and setting up an automation pod within application support to achieve operational efficiency of annual hrs and reducing service risk. I foster collaboration and innovation to drive continuous improvement, to achieve service management maturity while focussing on business outcomes. I also strongly believe in coaching and mentoring young talent within the organisation to build a high performing and motivated team.Skilled in ISO 27001, Service-Level Management, ITIL Certified Operations Manager & Certified Scrum Master. I am also the India Diversity & Inclusion lead and Global Recognition champion.

Experience

1. Head of Service Management & Devops

   HSBC

   Jun 2025 — Present · Pune, IN

Education

• Army Institute of Technology

  BE, Electronics and Telecommunications

  1998 — 2002

Skills

• Project Delivery
• User Acceptance Testing
• Iso 27001
• Service Improvement
• Capacity Management
• Configuration Management
• IT Operations
• Sla
• Business Services
• IT Service Continuity
• Project Management
• IT Service Management
• Change Management
• Release Management
• Incident Management
• Process Improvement
• Service Delivery
• Service Management
• Service Desk
• Service Transition
• Solution Architecture
• Business Process
• Quality of Service
• Problem Management
• Itil