Sugandha Sharma

Results-driven Service Delivery Manager with 10 years of experience in cyber security, analytics, and business transformation, supporting operations across multiple global markets. Expertise includes process improvement and automation, strategic planning, project coordination, KPI/KRI framework design, dashboard development, SLA/OLA management, and executive/operational reporting. Recognized for building stakeholder relationships across global teams, delivering data-driven insights that improve operational visibility and support senior leadership decision-making.

Adept at translating complex data into actionable business intelligence to drive continuous improvement.

Service Delivery Manager - Vodafone Intelligent Services (VOIS)

(2024-04)

• Managed 400+ penetration testing engagements annually across 15+ global markets, driving demand intake, scope prioritization, resource allocation, and on-time/on-budget delivery of multiple concurrent security assessments in alignment with project management standards.
• Drafted, standardized, and implemented Standard Operating Procedures (SOPs) across multiple global markets, strengthening governance, risk control, and process efficiency in line with organizational strategic objectives.
• Developed business cases in partnership with Business Relationship Management teams and senior stakeholders, applying market demand analysis and capacity forecasting to support headcount planning and long-term strategic growth initiatives, achieving 30% improvement in resource allocation accuracy.
• Led stakeholder engagement and benefits realization efforts to convert 50+ short-term penetration testing engagements into long-term annual contracts, partnering with BRM teams to align project outcomes with business objectives, resulting in 40% in incremental revenue and improved client retention rates.
• Refined workflows and developed SLAs for the end-to-end penetration testing lifecycle, and led data analysis and operational audits to identify process gaps and drive improvement recommendations
• Served as single point of contact for global stakeholders, leading weekly/monthly reviews with Market Heads to track timelines, resolve issues, and mitigate risk.
• Created a centralized Power BI dashboard for Market Heads and SPOCs to monitor penetration testing pipeline progress, track security findings, and update remediation statuses, improving visibility, reporting efficiency, and remediation management across markets. Achieved a 95% reduction in manual workload by implementing a centralized Power BI dashboard.
• Created monthly governance reports for Market Heads, consolidating project developments, issues, risks, team efforts, and operational achievements to support informed decision-making and executive visibility.

Reporting & Coordination Manager - Vodafone Intelligent Services (VOIS)

(2022-10 - 2024-04)

• Managed a team of 2 analysts overseeing executive-level reports for Cyber Defence leadership on monthly performance, risks, and improvement areas, consolidating insights across teams to inform senior decision-making.
• Led development of a centralized service portfolio dashboard integrating cross-functional data sources, giving leadership end-to-end visibility into KPIs and KRIs across global markets.
• Established a Cyber Defence performance monitoring framework, defining KPIs and building a centralized dashboard to track 30+ metrics weekly, improving proactive risk management.
• Coordinated penetration testing engagements across local markets as primary stakeholder contact, managing schedules and ensuring alignment with security and compliance requirements.
• Managed responsible disclosure reports from security researchers, analyzing vulnerabilities and coordinating remediation with cross-functional teams.
• Partnered with Vulnerability Management team to issue Cyber Security Action Notices and RAG based remediation reporting for globally identified vulnerabilities.

SOC Assistant Manager - Vodafone Intelligent Services (VOIS)

(2020-04 - 2022-10)

• Worked as Reporting and Business intelligence Senior Analyst, dedicated in handling the reporting of Cyber Security Operations Centre Team.
• Created operational reports for the SOC lead to evaluate team performance and produce weekly/monthly reports.
• Built a Power BI dashboard tracking 20+ analyst performance metrics, improving workload visibility and team management.
• Defined and tracked CSOC KPIs/KRIs and applied root cause analysis to close process gaps, improving Cyber Security Baseline KPIs by 46%.
• Migrated 20+ manual reports into automated, interactive dashboards, enabling real-time performance tracking.
• Automated weekly local-market email reporting using Power Automate and developed process improvement analysis to resolve SLA breaches.

Senior Business Consultant - EXL Service Pvt. Ltd.

(2016-04 - 2020-04)

• Delivered business intelligence and analytics consulting for UK leading insurance clients across Personal, Commercial, Pet, Accident & Health, and Telematics Insurance.
• Designed enterprise Tableau, SAS, and QlikView reporting solutions supporting executive decision-making.
• Automated operational reporting processes reducing manual analysis effort.
• Developed analytical models improving business visibility across multiple insurance domains.
• Partnered with business stakeholders to transform complex requirements into scalable reporting solutions.
• Delivered business intelligence initiatives enabling data-driven operational decisions.

B.Tech - Computer Science and Engineering - Gurgaon Institute of Technology and Management (2016)