Open to opportunities

Shivani Mungara

@shivani_mungara

Message

Service delivery leader driving ITIL compliance and operational excellence.

India

Message

What I'm looking for

I seek a role where I can lead IT service delivery teams, drive ITIL best practices, improve SLAs/KPIs, and partner with stakeholders to scale reliable, customer-focused operations.

I am a service delivery manager with experience managing end-to-end IT service delivery for large enterprise accounts, focusing on SLA/KPI governance, ITIL compliance, and stakeholder engagement.

At IBM I currently lead a 13-member L1 operations team supporting 90+ applications, overseeing incident, problem, change, and release management while maintaining 95%+ client satisfaction and improving operational performance.

Previously I led quality auditing with a 4-member team, reviewing over 40% of tickets, reducing defects, managing CAPA and escalations, and delivering KPI-driven improvement recommendations that produced sustained NPS gains.

I am results-oriented, drive measurable process improvements (including a 15–20% reduction in recurring issues and 30% fewer escalations), and bring strong skills in reporting, governance reviews, and performance coaching to ensure reliable service delivery.

Experience

Work history, roles, and key accomplishments

Current

Service Delivery Manager

Current

IBM

Jan 2024 - Present (1 year 11 months)

Manage end-to-end IT service delivery for Airbus L1 operations, enforcing SLA/KPI governance and ITIL compliance across 90+ applications, achieving 95%+ client satisfaction and reducing recurring issues by 15–20%. Lead a 13-member team and implemented reporting frameworks that cut escalations by 30%.

ITIL Incident Management Team Leadership IT Service Reporting Change Management Stakeholder Management Performance Coaching

Lead Quality Auditor

IBM

Jan 2021 - Dec 2023 (2 years 11 months)

Led end-to-end quality audits with a 4-member team, reviewing 40%+ of tickets to drive defect reduction, manage CAPA and escalations, and deliver KPI-based reports that contributed to sustaining a Net Promoter Score of 10 for two years.