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Shilpa Kujala

@shilpakujala

Delivery Manager at Tech Mahindra who achieved HITRUST certification and reduced MTTR by 30%.

At Tech Mahindra, I led service delivery and operations for a healthcare account, managing a cross-functional team of 45. I achieved HITRUST certification by directing audit readiness and SOC governance, and reduced MTTR by 30% through ITIL process improvements.

I also implemented Gen AI and process automation to cut manual reporting effort by 40%. Earlier, I managed assigned workstreams in HSBC banking migration projects and led backup and storage transitions at Capgemini and IBM.

Experience

Work history, roles, and key accomplishments

Delivery Manager / Program Lead

Tech Mahindra

Aug 2021 - Apr 2026 (4 years 8 months)

Led end-to-end service delivery and operations for a large healthcare account, managing a cross-functional team of 45 and ensuring 100% SLA compliance. Achieved HITRUST certification and reduced MTTR by 30% through ITIL process streamlining and Gen AI automation.

ITIL Major Incident Management SLA Management HITRUST SOC GenAI Process Automation Power BI KPI dashboarding Vendor Management Budgeting Forecasting Stakeholder Management

Project Manager – Large Scale Migration

HSBC Software Development

May 2018 - Dec 2019 (1 year 7 months)

Served as one of 4 Project Managers on a 150-person enterprise banking migration program, managing end-to-end planning and delivery of assigned workstreams. Led discovery, stakeholder negotiations, and dependency management across 10+ application teams, ensuring zero major service disruptions.

Project Management Migration Stakeholder Management Microsoft Project Gantt Charts Risk Management RAG Reporting Data Analysis Escalation Management

Backup & Storage Transition and Quality Lead

Capgemini

Jun 2012 - Apr 2018 (5 years 10 months)

Directed cross-functional delivery teams of 15+ using Agile, Waterfall, and Hybrid methodologies for automotive IT projects. Led Major Incident Management for P1/P2 incidents and implemented Gen AI automation, reducing MTTR by 25%.

Agile Waterfall Hybrid Major Incident Management GenAI Process Automation SLAs Optimization Risk Mitigation Compliance Change Management Mentorship

Lead — Backup & Storage Support and Transition

IBM

Mar 2006 - May 2012 (6 years 2 months)

Led NetBackup implementations, client/catalog migrations, and enterprise backup architecture design for large-scale IT infrastructure environments. Administered Veeam, Veritas, EMC Data Domain, and tape libraries, ensuring data integrity and SLA compliance.