Shirley Felix
IT Leader | Tech Support & Project Management | PMP® Certified | Executive Management Development Program – IIM Kozhikode | Customer Experience Leader at Deloitte
- Role
- Executive Manager - Customer Experience Organization at Deloitte
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Shirley Felix
Transformational Senior IT Manager with over 17+years of experience pioneering in IT service management (ITSM) and digital transformation initiatives across multinational enterprises, including Deloitte. I specialize in architecting and leading large-scale IT operations teams of 40+ professionals, delivering measurable business outcomes such as 70% improvements in operational efficiency and 40% reductions in incident resolution times through intelligent automation and predictive analytics.I am passionate about bridging technology and business strategy, aligning IT service delivery with organizational goals while ensuring compliance with industry standards like ISO 27001.I thrive on fostering innovation, mentoring emerging IT leaders, and driving continuous improvement in high-pressure environments. With hands-on experience in Gen AI integration, end-user support, and strategic vendor management, I aim to lead transformational ITSM programs that future-proof enterprises for evolving digital landscapes.Let’s connect if you share a passion for AI in ITSM, digital excellence, and proactive service management.
Experience
Executive Manager - Customer Experience Organization
Dec 2022 — Present · Hyderabad, IN
Education
Indian Institute of Management, Kozhikode
Executive MDP on Project Management
Amity University
MBA, International Business and IT
Dr. A.P.J. Abdul Kalam Technical University
Bachelor of Technology - BTech, Information Technology
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