Franci Jhony

IT Service Delivery Manager with 15+ years of experience owning service performance across distributed, multi-vendor environments. I lead major incidents, align providers, and keep services stable under pressure. I work at the point where services break or slow down coordinating teams, driving resolution, and making sure issues don't repeat.

My focus is on service reliability, vendor alignment, and continuous improvement. I've been working in SaaS driven environments, managing service performance, improving visibility across systems, and applying automation and AI to streamline operations and reduce manual effort. I bring hands-on experience across cloud and enterprise environments, combined with a practical approach to leadership, stakeholder alignment, and continuous improvement.

IT Service Delivery Manager at ALDI DX (2022-10 – Present)

Own service performance across multiple applications and vendors in a distributed environment. Act as central coordination point between business, internal teams, and external SaaS/service providers.

• Own service performance across multiple applications and vendors in a distributed environment.
• Act as central coordination point between business, internal teams, and external SaaS/service providers.
• Collaborate closely with business stakeholders, product teams, and external partners to align operational priorities and ensure service stability.
• Maintain ~95% SLA compliance and reduced MTTR by ~20% through structured incident and problem management.
• Define, track, and report on KPIs, SLAs, and operational metrics to support data-driven decision making.
• Applied AI-driven approaches (e.g., pattern detection, automation workflows) to identify incident trends and support faster root cause analysis.
• Applied AI tools (ChatGPT, Copilot) to improve incident analysis, documentation, and operational efficiency.
• Collaborate with infrastructure and platform teams to improve system resilience, monitoring, and operational readiness.
• Contribute to risk, problem and change management activities, ensuring operational readiness and minimal disruption.

Service Delivery (LUS) at FrieslandCampina GmbH (2020-10 – 2022-09)

Led a team of 7 IT support engineers and coordinated with multiple service providers. Managed service delivery including incident, problem, service request, and change processes.

• Led a team of 7 IT support engineers and coordinated with multiple service providers.
• Managed service delivery, including incident, problem, service request, and change processes.
• Acted as escalation point for complex issues across teams and vendors.
• Ensured SLA compliance and improved service quality through structured processes.
• Worked closely with stakeholders to align IT services with business needs.
• Owned budget allocations and financial forecasting for service operations, ensuring delivery within approved plans and agreed timelines.

Senior Customer Care Engineer at Aspect Software (2018-07 – 2020-01)

Served as escalation lead for a team of ~13 support engineers, managing critical incidents. Worked with engineering teams to diagnose defects and resolve critical incidents.

• Served as escalation lead for a team of ~13 support engineers, managing critical incidents.
• Worked with engineering teams to diagnose defects and resolve critical incidents.
• Guided engineers on complex issues and improved escalation workflows.
• Drove RCA and service improvements.

Operations Engineer at Microsoft Corporation (India) Pvt Ltd (2012-04 – 2018-06)

Provided L2/L3 technical support for Azure cloud services, troubleshooting issues across compute, networking, storage, and platform services.

• Provided L2/L3 technical support for Azure cloud services, troubleshooting issues across compute, networking, storage, and platform services.
• Troubleshot issues across cloud infrastructure including compute, networking, storage, and identity services.
• Investigated system failures and performance issues in distributed cloud environments.
• Worked with infrastructure components such as virtual machines, storage, and access management system.
• Collaborated with engineering teams to resolve platform-level issues and improve system stability.
• Led cross-functional teams to ensure service stability and compliance with operational standards across Azure Subscription management.
• Coordinated with external service providers to maintain high availability commitments, requiring strong stakeholder alignment and documentation discipline.

Earlier Roles at Unisys, Microsoft, Hewlett Packard, Client Logic (2006-01 – 2012-12)

Progressive roles in technical support, operations, and service coordination with growing responsibility for project planning, documentation, and stakeholder management.

• Progressive roles in technical support, operations, and service coordination with growing responsibility for project planning, documentation, and stakeholder management.

Bachelor of Computer Applications in Computer Applications – Dr. CV Raman University