Agostina Balla

I’m a results-driven Service Operations Manager with 5+ years of experience managing high-volume operational processes. I focus on optimizing workflows, improving KPIs, and delivering accurate results in fast-paced environments. I’m known for strong analytical thinking, attention to detail, and a quick ability to learn new systems and processes.

My work includes Service Delivery and SLA Management, where I collaborate with cross-functional stakeholders to keep services running smoothly. Previously, as a Service Desk Analyst at Endava (2020–2022), I strengthened my operational fundamentals and built momentum toward service ownership. Since 2022, I’ve continued to grow in operations management while keeping quality, responsiveness, and measurable outcomes at the center.

On the business and service side, I bring end-to-end Business Analysis, including requirements gathering and supporting service transition and audit/compliance work. I work extensively with ServiceNow—covering Business Analysis, Service Portal catalog items, workflow design, and knowledge management—alongside Cherwell service governance. I also support process improvement using tools like Microsoft Excel and Draw.io to structure information and drive decisions.

I’m also well-grounded in IT Service Management practices, including ITIL Service Management and ITIL Foundation Level (PeopleCert, 2022), plus ITIL4 Specialist training (PeopleCert, 2024). I’m open to remote work and/or relocation, and I enjoy roles where I can combine service operations leadership with data-informed problem solving and stakeholder-focused communication.