Arti Sharma

Pioneered operational enhancements through comprehensive assessments, introducing innovative methodologies and tools that propelled efficiency gains by 60%. Orchestrated a seamless transition to FreshService, revolutionizing the IT service management landscape and driving a paradigm shift towards operational excellence.

Strategized and coordinated global service operations schedules, ensuring seamless task completion, and fostering flexibility in assignments to accommodate variations. Supported employee development initiatives, overseeing training, coaching, and performance management efforts to fortify organizational resilience and capability.

Cultivated and maintained robust partnerships with stakeholders, executives, and operational personnel, facilitating strategic planning and execution to drive operational advancements and enhance overall satisfaction and effectiveness. Directed all IT operational requirements and training initiatives for internal personnel, ensuring alignment with organizational objectives and fostering a culture

Interim assignment to plan and conduct a feasibility assessment for a prospective client concerning establishing a Service desk across EMEA. Administering stakeholder needs assessment, business case, and outline project plan. Ensured ISO compliance by engaging and coordinating with external audits.

Co-led the planning and delivery of a new global IT service desk solution. Steered a cross-function team of eighteen members, including three team leads globally (UK, USA & Asia Pacific) to plan, test, train and execute the roll out of the new solution.

Played a pivotal role in managing client relationships with various business units on the Burberry contract. Managed end-user desktop support teams across EMEA. Managed customers' expectations and escalations in coordination with onsite management.

Aided as an accountable escalation point (third line) for both internal and external customers. Led, coordinated, and drove the delivery of practical infrastructure projects and technologies to the business using a mixture of in-house and third-party resources.

Steered successful client implementation onto a new enterprise platform while managing the tight timeline and limited resources. Continuously measured customer success through defining, implementing, and management of infrastructure key performance indicators, service level agreements, and critical success factor.

Instrumentally designed the data migration strategy and led the delivery into production; assured that service levels are achieved in line with contracts and that customers' expectations are met or exceeded. Built services relationship with customers and conduct service reviews for key customers.

Established a strategy to improve the onsite customer journey, increasing conversion rate. Optimized digital trading, working closely with the buying team; built vendor relationships, organize and chair project review meetings.

Functioned as a central point of contact for enterprise-class IT service support, outage notifications, and information dissemination. Developed and implemented process for maintaining service catalogue at the service desk level 1.

Networked efficiently with staff at all levels (especially senior), provided clear and concise progress updates. Consistently improved SLA KPIs based on former benchmarks.

Completed a course in Computer Animation at the University of Portsmouth. This program focused on the principles and techniques of computer-generated imagery and animation.

Studied Information & Communication Technology at Richmond upon Thames College. This advanced vocational course provided a comprehensive understanding of IT systems and communication technologies.