Sawandeep M.

About Sawandeep M.

Experienced Operations & Service Delivery Manager | IT Service Management | Client Engagement | Process Optimization | Customer Service Management | Project Management Operations | SLA & KPI GovernanceI’m a Business Operations leader with hands‑on experience driving operational excellence, strengthening service delivery, and supporting business performance across complex, multi‑regional environments.In my current role as Business Operations Manager, I lead both the strategic and day‑to‑day aspects of operations for large, cross‑functional teams. I work closely with senior stakeholders to make sure business goals are reflected in how teams operate through clear priorities, strong governance, and consistent execution. A big part of my role is turning broad objectives into practical actions that deliver measurable results and ongoing improvement.My leadership style is structured and pragmatic. I focus on clarity, accountability, and using data to guide decisions, while building operations that are resilient, scalable, and compliant without losing sight of customer experience and team well‑being.What I focus on most:Operational strategy and governance – setting up end‑to‑end frameworks, performance reviews, and operating rhythms that support business goalsService delivery and performance – improving SLAs, CSAT, productivity, and cost efficiency through regular reviews and data‑led insightsProcess improvement and transformation – applying ITIL practices, Lean Six Sigma, and standardization to reduce risk and improve efficiencyStakeholder and client partnership – working as a trusted partner with business leaders, clients, and vendors to balance service reliability with commercial outcomesPeople and capability development – building strong teams through clear expectations, coaching, and a culture of ownership and continuous improvementI bring experience across IT services, service delivery operations, workforce management, and compliance‑driven environments, with exposure to both regional and global operating models. I’m certified in ITIL, Lean Six Sigma, Kaizen, PMP, and Operations & Performance Management, and I’m known for staying calm, focused, and effective while navigating change and complexity.I’m motivated by building strong operating models, developing future leaders, and contributing at a broader strategic level as organizations grow and evolve.

Experience

1. Operations Manager

   ManpowerGroup India

   Mar 2025 — Present · Hyderabad, IN

   Operations Manager | ExperisExperienced Operations Manager with a strong focus on IT Service Desk Management, Process & Business Operations. I specialize in service delivery, SLA management & Process Optimization using ITIL practices and automation tools to streamline workflows and enhance service quality.Skilled in process optimization, cross-functional leadership, and aligning IT operations. Committed to delivering efficient, scalable solutions that drive performance and business growth.Key Responsibility Areas:1. IT Service Desk Management & Incident Resolution2. Process Optimization, Transition, Automation & Workflow Enhancement3. Budget Management & Cost Control.4. SLA Governance, KPI Analytics & Compliance Assurance5. Vendor Management, Procurement Oversight & Stakeholder Collaboration

Education

• Sangai International University

  Bachelor of Arts - BA, General Studies