Sheetal User
@shemahaj
7 years of experience in ServiceNow ITSM, SLA management, and Project coordination.
What I'm looking for
Service Level Manager with over 6 years of experience in managing service level agreements, IT projects, and client relationships. I have successfully led transformation projects, driving improvements that enhance service delivery. My ability to collaborate effectively with cross-functional teams in multicultural environments has been a key factor in my success.
My proficiency in ServiceNow stands out, particularly within the ITSM module. This hands-on experience with ServiceNow administration has also strengthened my skills in customer relationship management and continuous service improvement. My diverse experience and technical skills allow me to contribute effectively to improving service performance, optimizing processes, and ensuring client satisfaction across all projects I manage.
Experience
Work history, roles, and key accomplishments
Service Level Manager
Kyndryl
Jan 2022 - Present (3 years 5 months)
As a Service Level Manager at Kyndryl, I implemented ITIL-aligned processes, achieving a 30% reduction in response times. I managed user access in ServiceNow, developed comprehensive reports, and ensured SLA compliance, significantly improving service delivery and operational efficiency.
Service Level Manager
Capgemini
Jan 2018 - Jan 2022 (3 years 11 months)
At Capgemini, I managed the ServiceNow platform for over 500 users, focusing on configuration and customization. I enhanced service delivery efficiency, developed a Service Catalog, and maintained SLAs, contributing to improved user satisfaction and reduced support tickets.
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Sheetal hasn't added their education
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