Gayatri K

Performance-driven IT Service Delivery and Transformation leader with 10+ years of experience across service delivery, program/project management, IT infrastructure, change management, process migration and digital transformation. Experienced in translating business requirements into transformation roadmaps and milestones, leading initiatives from strategy and solution definition through implementation, transition and operational execution. ITIL certified, with strengths in SLA/KPI management, governance, risk and issue management, stakeholder engagement, vendor management, cost optimization and continual service improvement.

Service Delivery Manager / Change Manager, for Hertz car rental (now Kyndryl) (2017-02 – Present)

Selected transformation projects: PC Refresh, SCCM Migration, Application Migration & Transformation, ServiceNow transition from shared to dedicated instance.

• Own the end-to-end release lifecycle for internal and partner applications, coordinating application changes, network updates, infrastructure patching and IOC activities through a centralized release calendar.
• Facilitate daily toll-gate discussions and weekly CAB forums to support release approvals, stakeholder decisions, risk visibility and implementation readiness.
• Coordinate and approve changes in JIRA as authorized release manager; monitor night-time implementations and escalate extensions or incidents when required.
• Publish daily change reports, weekly/monthly release calendars and monthly KPI achievement reports, giving stakeholders regular visibility of delivery performance and upcoming changes.
• Drive stakeholder communication for major releases and ensure change activities comply with established Change Management processes and the ITIL framework.
• Supported the ServiceNow shared-to-dedicated transition by identifying affected business units, processes and modules and defining migration scope across applications, customizations, integrations, CMDB/ticket/user/configuration data and non-functional requirements covering performance, security, compliance and availability.
• Led concurrent IT infrastructure initiatives from requirements mapping and scope definition through planning, implementation and deployment, coordinating schedules, budgets, resources and client requirements.
• Developed and executed IT strategy for multi-year transformation, positioning IT as a strategic business enabler and supporting operating-expense savings initiatives.
• Built transformation roadmaps and milestones, tracked progress across the transformation journey and drove end-to-end implementations from ideation/strategy to operational execution.
• Performed gap analysis and solution architecture activities to identify improvement opportunities and support end-to-end implementation of fit-for-purpose technology solutions.
• Managed program governance through transformation gate reviews, documenting project status, risks and issues for review and decision-making by key stakeholders.
• Coordinated global cross-functional teams to address mission-critical issues, manage project dependencies and deliver solutions within stipulated budgets and timelines.
• Managed service delivery across cloud, network, service desk and monitoring services, using analytical reviews to identify targeted service improvements.
• Monitored SLA, KPI, process compliance and turnaround-time performance and applied continual service improvement practices to strengthen operational and client outcomes.
• Provided day-to-day leadership across incident/problem priorities between managed service providers and Command Centre specialists through Agile/SOD scrum calls.
• Managed suppliers and third parties across vendor selection, commercial negotiation, due diligence, contracts, delivery SLAs, performance monitoring and service transition between vendors.
• Directed IT procurement for hardware, software and services within defined procurement budgets and applied cost-optimization techniques.
• Prepared project documentation, performance reports and management updates to support stakeholder review, governance and decision-making.
• Coordinated IT security compliance activities and audits with internal and external security teams to support timely remediation, product fixes and custom builds.
• Drove business process restructuring and implementation of business solutions within defined budgets and deadlines.
• Introduced digital solutions, practices and tools to improve ways of working and help return challenged initiatives to track.
• Led strategically focused plans for mission-critical IT infrastructure challenges and supported service turnaround and recovery.
• Applied customer-centric requirements mapping and customized solution design to improve quality of service delivery and business impact.
• Received the Market Strategy Award for Change Manager for the Luminor account and client/leadership recommendations.

Team Leader at Tata BPO - E2E Serwizsol (2004-06 – 2005-09)

B.Sc. – Osmania University (1998)