abhishek vaishnav

I leverage my expertise in IT Service Management to drive business growth, improve customer satisfaction, and optimize service delivery processes. I’m a Senior Consultant with over 7 years of experience in service management, focused on turning service operations into measurable outcomes.

Across multiple engagements, I’ve managed operational reporting for SLA, KPI, and manual reporting, and automated run phase reporting to improve efficiency and accuracy. I address ad-hoc requirements, validate operational controls like VVM (Virtual Visual Management), and raise and track discrepancies using JIRA.

In my current role, I independently manage multiple accounts—overseeing reporting, change requests, and the transition of new changes into the Run Phase while ensuring KPIs and SLAs are well maintained in VVM Rapport. I also create RUN SOW and support cost estimation for new engagements, and facilitate knowledge transfer (functional, technical, procedural) to the Delivery Management team during transitions.

I strengthen service quality through structured governance and continuous improvement, including setting up RCA (Root Cause Analysis) within the SLA cycle and collaborating with development and testing teams to prioritize critical business requirements. I also contribute to revenue generation by expanding project scope in existing accounts, and I onboard new custom KPIs and SLAs into VVM Rapport.