PRIYANK SINGH

Defining service standards and guidelines, governance structure that act as benchmark for excellent service delivery for multiple global clients by leading teams of Delivery Managers. Administering the process definition and implementation based on ITIL best practices. Leading complete portfolio of projects including budgeting, planning, vendor selection and execution. Devising strategies for mechanism for transition for global clients using robust shared service model; establishing framework of transformation, transition and delivery model. Front-leading service operations including KPIs, SLA Management, Volumes Management, Headcount & Forecasting. Creating technical design documentation & implementation strategies towards addressing single points of failure in IT services used in the delivery of core business applications. Engaging & coordinating with vendors for critical issues, escalations & governance calls. Maintaining regular reviews and visibility to service requests to proactively address requests with managed service providers, service delivery managers, project managers and other resources to facilitate on-time delivery of requests. Establishing policy, procedures, and standards to ensure consistent, high quality delivery of service management. Managing the configuration of IT technology and executing basic changes while following standard operating procedures and change/release management policies. Providing 24x7 Tier 1 support for all High Priority Incidents; weekly metrics reporting to management and collection of staff's status reports. Using reporting and spot checks to identify areas of improvement from a process and user perspective.