Open to opportunities

Hirudaya Sujitha

@hirudayasujitha

Message

IT service delivery leader and Power BI specialist driving client satisfaction and data-driven decisions.

India

Message

What I'm looking for

I seek a role where I can combine ITSM leadership and Power BI reporting to improve SLAs, mentor teams, and deepen client relationships.

I am a dynamic IT service delivery professional with 10 years' experience in client engagement, SLA monitoring, and Power BI dashboard development. I combine ITSM practices with data analytics to deliver actionable reports, improve performance, and support revenue growth through clear client communication and relationship building.

I have led operations for large telecom/media accounts, coached help desk teams, managed escalations, and developed interactive Power BI reports and presentations for management and clients. I take pride in mentoring teams, maintaining knowledge bases, and identifying opportunities to expand services by understanding client needs.

Experience

Work history, roles, and key accomplishments

Current

Reporting & SLM Lead

Current

CGI

Sep 2021 - Present (4 years 4 months)

Led operations and client engagement for a large Canadian telecom & media account, delivering Power BI-based SLA and performance reports that improved service quality and reduced ticket backlog. Coached help desk agents, managed escalations, and identified opportunities to expand IT services within existing accounts.

Power BI SLA Service Delivery Client Engagement Coaching Incident Management Data Modeling Power Query Performance Monitoring

Knowledge Manager / SME

HCL Technologies

Feb 2014 - Apr 2020 (6 years 2 months)

Managed knowledge base and L1 support for Ford Motor Company, produced weekly/monthly dashboards and reports, handled escalations and AS400 order processing, and mentored new hires to improve ramp-up time.