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Michelle John

@michellejohn

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Dynamic Service Delivery professional with 13+ years of experience.

India

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What I'm looking for

I am looking for a role that offers opportunities for growth, a collaborative culture, and the chance to lead impactful projects.

I am a dynamic and results-driven Service Delivery professional with over 13 years of experience in leading and optimizing technical operations for industry-leading organizations. My expertise lies in incident management, service improvement planning, and stakeholder management, ensuring that services meet or exceed client expectations.

As a Service Delivery Team Lead at Microland, I have successfully supervised service delivery teams, implemented process improvements, and maintained high-performance levels by monitoring SLAs. My key achievements include leading a service transition project completed 10% ahead of schedule and developing a training program that resulted in a 30% improvement in productivity.

Experience

Work history, roles, and key accomplishments

Current

Service Delivery Team Lead

Current

Microland Limited

Mar 2022 - Present (3 years 3 months)

Assisted in planning, coordinating, and executing daily service delivery operations, ensuring that services meet or exceed client expectations. Collaborated with the Service Delivery Manager to identify areas for process improvement, implementing changes to enhance efficiency and effectiveness.

Service Delivery Client Relationship Management Team Leadership Process Improvement Resource Management Compliance Risk Management Project Management

Technical Specialist

Ascension

Aug 2021 - Feb 2022 (6 months)

Supported technical operations and provided specialized expertise. Contributed to various projects and initiatives within the technical domain.

Technical Support Troubleshooting System Administration IT Support Problem Solving Documentation

Technical Engineer

Microstrategies

Jan 2020 - Dec 2020 (11 months)

Provided technical engineering support and contributed to project implementations. Assisted in resolving complex technical issues and optimizing system performance.

Technical Engineering Optimization Troubleshooting Technical Solutions Data Analysis Quality Assurance Technical Documentation

Incident Manager

Microsoft

Jan 2018 - Feb 2019 (1 year 1 month)

Managed and resolved critical incidents to minimize service disruption. Coordinated with various teams to ensure timely resolution and communication.

Incident Management Service Restoration Communication Stakeholder Management ITIL Troubleshooting Root Cause Analysis Ticketing Systems

Process Global Team Lead

Infosys

Apr 2017 - Jan 2018 (9 months)

Led a global team, overseeing processes and ensuring operational efficiency. Implemented process improvements to enhance team productivity and service delivery.

Process Management Efficiency Improvement Process Improvement Team Coordination Performance Monitoring Quality Assurance Reporting Training

Production Global Team Leader

Cisco

Mar 2014 - Feb 2017 (2 years 11 months)

Managed production operations for a global team, ensuring smooth service delivery. Led initiatives to optimize production processes and improve system reliability.