Mahuya Saha
@mahuyasaha
ITSM operations leader (18+ years) delivering ITIL4 governance, SLA compliance, and ServiceNow-driven continual service improvement.
IndiaWhat I'm looking for
I’m a results-driven IT Service Management leader with 18+ years of progressive ITSM experience, specializing in high-volume enterprise service operations, SLA governance, and continual service improvement. I’ve delivered measurable outcomes for global utility clients in complex onshore/offshore environments, supported by hands-on expertise in ServiceNow, ITIL frameworks, and CSI—and I’m a certified Six Sigma Black Belt.
In my current SMO Lead role, I govern incident, problem, and change workflows aligned to ITIL 4 best practices, acting as single-point accountability between onshore stakeholders and offshore delivery teams. Earlier, as Service Desk Lead, I sustained 98% SLA compliance, reduced ticket backlog by 20%, improved service excellence by 90%, and drove zero escalations through standardized Tier-1 workflows, knowledge-base building, and real-time dashboard governance.
Experience
Work history, roles, and key accomplishments
Service Management Operations
Mar 2026 - Present (4 months)
Led Service Management Office operations for a global utility client, governing incident, problem, and change management workflows aligned to ITIL 4. Coordinated onshore–offshore SMO activities, drove continual service improvement, and implemented process automation with AI-assisted ticket triage.
Service Desk Lead
Jan 2020 - Mar 2026 (6 years 2 months)
Managed service desk operations for a global utility client, sustaining 98% SLA compliance and improving service excellence via proactive monitoring and escalation protocols. Reduced ticket backlog by 20% by building a centralized ServiceNow knowledge base and daily pending-ticket dashboards, while standardizing Tier-1 workflows to achieve zero escalations.
Delivered first-line IT support using ServiceNow, handling technical incidents, access requests, and service requests with consistent quality. Maintained a comprehensive knowledge base to improve Tier-1 resolution accuracy and minimize escalation rates.
Led Lean Six Sigma process improvement for IT support operations, achieving USD 16,855 in cost savings through Average Handle Time (AHT) reduction and defect elimination. Conducted process audits, QA checks, and Root Cause Analysis (RCA), and built control charts, defect logs, and performance dashboards.
Partnered with onshore client teams for knowledge transfer, process optimization, and operational alignment across time zones. Led calibration sessions and implemented Lean process enhancements to improve service consistency and reduce variation.
Managed customer account data using SAP, CRM, and DC systems, and handled supplier change requests and contract management for UK energy and utility clients. Supported domain-relevant utility operations aligned to regulated utility environments.
Senior Customer Care Executive
Apr 2007 - Sep 2010 (3 years 5 months)
Delivered high CSAT and First Call Resolution (FCR) in a fast-paced telecom environment. Provided customer support and achieved performance recognition, including a Super Talented Achiever Award.
Education
Degrees, certifications, and relevant coursework
University of Calcutta
Bachelor of Arts, Philosophy
Bachelor of Arts in Philosophy from the University of Calcutta, completed in 2005.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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