Shylaja Srinivas
Service Delivery / Service Assurance Lead
Sydney,NSW
Summary
Strategic and Client-Aligned Service Delivery Leader with 15+ Years of Proven Expertise
Dynamic and results-driven Service Manager with extensive experience in IT Service Delivery, ITIL/ITSM, Program & Project Management across diverse industries including Healthcare, Banking, Financial Services, and ICT. Known for decisiveness and versatility in managing complex, fast-paced environments, and simplifying intricate processes. Adept in governance, risk management, compliance (ITIL, PMP, COBIT, PCI), and strategic account management. Expertise in delivering successful client outcomes, leading transition and transformation projects, and fostering high-performance, collaborative work cultures. Focused on driving continuous innovation and operational excellence through a balanced mix of MSP and client-side service management experience.
Overview
17
17
years of professional experience
2
2
Certifications
Work History
Service Manager / Service Assurance Lead
Commonwealth Bank
04.2022 - Current
- Served as the primary point of contact for clients, addressing concerns promptly and professionally.
- Ensured compliance with industry standards and regulations through rigorous quality control measures.
- Led cross-functional teams to deliver complex projects on time and within budget constraints.
- Championed change initiatives within the organization, driving adoption of new tools and methodologies that enhanced overall effectiveness in service delivery.
- Analyzed performance metrics to identify areas for improvement and implement corrective actions.
- Facilitated effective communication between internal teams and external partners to ensure seamless coordination during project execution phases.
- Collaborated with stakeholders to define project requirements and set realistic expectations for service delivery outcomes.
Senior Service Delivery /Senior Portfolio Manager
Infosys BPM
09.2020 - 09.2021
- Conducted comprehensive due diligence on potential investments, including assessing company fundamentals, competitive landscape, and market trends.
- Effectively communicated complex financial concepts to clients from diverse backgrounds using easy-to-understand language.
- Outperformed benchmarks consistently by utilizing advanced analytics techniques such as regression analysis when making stock selections.
- Implemented risk management strategies for optimal asset allocation and diversification across multiple portfolios.
- Enhanced team productivity by implementing project management tools that streamlined workflows and improved collaboration among team members.
- Developed strong relationships with clients through consistent communication and attentive service, resulting in increased assets under management.
- Managed high-value client accounts with attention to detail and discretion while adhering to strict confidentiality guidelines.
- Stayed current with industry developments through regular attendance at conferences, seminars, webinars, and other educational events.
- Streamlined internal processes to enhance efficiency in trade execution, reporting, and compliance procedures.
- Improved client satisfaction by providing timely and accurate financial reports, recommendations, and performance updates.
- Facilitated portfolio performance review and implemented new strategies.
Service Delivery Manager
Healius Limited
11.2017 - 03.2020
- This role expands over and beyond the standard corporate IT structure into the supporting different business within Healius IT portfolio as well converging to a centralized Service Management handled through my team. This includes over 2000+ centers and 13000 employees
• Focal point for all Business IT heads across business units. Reported to Head of IT and responsible for drafting and publishing a weekly CIO IT dashboard to CIO,CTO and Business Heads.
• Empowered a team of 22 spread over all Domain support groups. And responsible for workflow monitoring and FTE productivity.
• Responsible for the management, planning and delivery of on-site IT management services.
• Ensured client relationship with various business units on the OLA’s. Regularly interacted with clients regarding satisfaction issues, expectations, and potential projects
• Ensured for the service availability (99%) of the Network,Critical applications and Business Services Continuity
• Implemented ITIL process and procedures in ITSM Space Incident, Service Request (RFS),
Problem, Change & CSI –Defined Service Desk SLA's & KPI's to address tickets within SLA to drive CSAT and to understand the underlying IT issues
• Managed Major IT Incidents and drive PIR with the corrective actions and recommendations to eliminate repetitive occurrence. Escalation Focal for all IT services
• Leveraged on a predictive system to identify IT Risks and Issues by chartering trend and root cause analysis for an effective problem management process and richen the automated knowledge resource on a demand basis
• Optimized a balance between cost stabilization & project management. Championed the design and rollout of below projects
o Service Now deployment –Organisation wide deployment and championing the transition by being one of the product owner and admin
o Business partner Major Incident/P1 structure (rebuild)
o Vendor engagement and billables –Create visible tracking and drive SLA oriented payment schedules
• Responsible for managing the vendor contracts, billing and deliverables against their SLA reviews across Telco & MSP’s
• Compliance to technical and managed services reporting requirements –both internal and external
• Weekly/Monthly Operations and SLA& KPI Reporting to the top management and the Clients. - Regular Weekly and Monthly Cadence with CIO, IT Heads, Business Service Managers, Service Desk, EUC, Field Service Managers, Security services,Application Support Manager & Tech Services
Service Delivery Manager
Stickman Consulting
10.2015 - 06.2017
- Prepare scope and business cases for complex projects including cost and resource impacts. This was a Hybrid role of ITSM delivery manager and Project Manager, managing the portfolio of PMO internally acting as a National Service Delivery Manager as well.
• Build security systems customized for each organization, transforming their approach to cyber security and ensuring their environment is secure –both now and into the future. - Our purpose, is to create and maintain a safe and secure cyber world by designing the future of cyber security by bringing together new methodologies, security experts, ethical hackers, technologies, solutions and managed services.
• Managed high-to-critical level cyber security projects (ISMS, Cyber Security Frame work, ISO, PCI (Payment gateway.,), PT etc.,) from planning to scoping, estimation, tracking, implementing project plans with fixed deadlines: defining best practices and interfacing
with clients during all phases of E2E Project delivery/life cycle
• Provided clarification of service accountabilities between customer and all outsourced service providers by developing, documenting and communicated RACI charts for multiple technology teams.
• Facilitated Service Delivery Reviews/Problem Management Reviews between the business and IT suppliers to determine the root cause of outages and delays and required actions to be put in place to avoid them in the future.
• Build and maintain great customer relationship with assigned clients, internal teams, suppliers and technology partners. Directed planning, budgeting, vendor selection and quality assurance efforts.
Service Delivery Manager /Senior Project Manager
IBM
05.2007 - 04.2015
- Improved service quality, addressing client concerns promptly and professionally.
- Led cross-functional teams to achieve project goals on time and within budget.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Enhanced service delivery by developing and implementing efficient processes.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Developed training programs to enhance employee skills and boost overall productivity levels.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Streamlined operations for improved customer satisfaction and retention rates.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
- Reduced turnaround time with effective resource allocation and task prioritization.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Ensured regulatory compliance throughout all aspects of operations, minimizing potential risks.
- Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.
Education
Bachelor of Arts - Commerce And Accounting
University of Madras
Chennai, Tamil Nadu 04.2001 -
Skills
Coursework: ITIL , PMP Certified COBIT Trained, PCI and APP Trained, ISO 20/27k educational provisional certified
Hands On Experience : Service Now, Remedy, JIRA, Confluence, Zendesk, Power BI, Smart Sheet, Share Point
Domain Knowledge : Healthcare ( IT Service Delivery, Regulatory Compliance), Financial (Cards & Payments - Compliance, Risk and Performance), ICT (Telecom/Network - Digital Transformation, Network Optimization), MSP/Vendor (SLA Management, Client Relations)
Operational Methodology : Agile Delivery, Project Delivery, Portfolio Development, Risk Governance, Assets Audit, Compliance Management
Experience gained Aptitudes : IT Infrastructure Services Delivery, Client and Account Management, Managed Services, Vendor/Stakeholder Management, Business Process and Quality Control, Transition and Transformation, Project and People Management, Leadership and Development, Strategic Vision and Thinking
Affiliations
CMRC - Member and Migrant Volunteer
IBM India - Alumni Program Co-ordinator
Infosys - Women in Tech Speaker
Working with Children - NSW Certified
Languages
English
Full Professional
Tamil
Full Professional
Telugu
Native or Bilingual
Certification
ITIL V2/V3
Timeline
Service Manager / Service Assurance Lead
Commonwealth Bank
04.2022 - Current
Senior Service Delivery /Senior Portfolio Manager
Infosys BPM
09.2020 - 09.2021
Service Delivery Manager
Healius Limited
11.2017 - 03.2020
Service Delivery Manager
Stickman Consulting
10.2015 - 06.2017
Service Delivery Manager /Senior Project Manager
IBM
05.2007 - 04.2015
Bachelor of Arts - Commerce And Accounting
University of Madras
04.2001 -