Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
References
Cycling, Cooking, Travelling
Timeline
Hi, I’m

Navind Sharma

Service Delivery Manager

Summary

Experienced Service Delivery Manager with a solid background in Retail IT operations at Shell Business Operations. Proficient in strategic analysis, stakeholder management, project leadership, and solution design. Demonstrated ability to drive continuous improvement and ensure successful project implementation.

To leverage my skills and experience to drive operational excellence, improve customer satisfaction, and contribute to the strategic growth of the organization by implementing innovative solutions and best practices.

Overview

16
years of professional experience
6
years of post-secondary education
2
Certifications
4
Languages

Work History

Shell Business Operations

Service Delivery Manager
10.2019 - Current

Job overview

  • Ensured efficient delivery of telecommunications services, maintaining high service standards, and driving continuous improvement
  • Managed end-to-end service delivery and maintained SLAs/KPIs
  • Acted as primary contact for internal stakeholders and vendors, addressing issues and ensuring satisfaction
  • Coordinated with internal teams and vendors for seamless service delivery, implementing ITIL best practices
  • Led process improvement initiatives and analyzed metrics for strategic enhancements
  • Oversaw telecommunications projects for Retail sites, ensuring timely and budget-compliant delivery
  • Identified and mitigated service delivery risks, conducting regular risk assessments
  • Led and mentored a team, fostering a collaborative, performance-focused culture.

Shell Business Operations

Senior business analyst
11.2016 - 10.2019

Job overview

  • Lead strategic analysis efforts to identify opportunities for improvement within the Retail IT landscape
  • Manage stakeholder engagement and serve as a trusted advisor to key internal and external stakeholders
  • Lead project teams in defining scope, objectives, and deliverables for Retail IT initiatives
  • Drive requirements gathering and solution design activities to align business needs with technical solutions
  • Facilitate change management and quality assurance efforts to ensure successful project implementation
  • Drive continuous improvement initiatives to optimize Retail IT processes and resources
  • Develop and monitor performance metrics to track project success and ensure alignment with business objectives
  • Facilitate User Acceptance Testing (UAT) by collaborating with testing teams, validating acceptance criteria, coordinating test activities, and analyzing test results
  • Played a key role in the transactions of on-premise infrastructure to cloud computing with T-Systems / Stellaneo.

Shell Business Operations

Business Analyst
08.2013 - 11.2016

Job overview

  • Analyzed emerging issues at retail sites across Malaysia, India, and Pakistan
  • Facilitated resolution of escalations and system-level changes by liaising with stakeholders
  • Conducted joint visits with vendors to address high-level escalation issues
  • Utilized Jira for Scrum management to perform requirements gathering and documentation
  • Contributed to daily, weekly, and monthly stakeholder meetings
  • Designed and implemented efficient solutions, conducted UAT, and ensured stakeholder satisfaction
  • Managed change requests for new or existing application enhancements
  • Proficient in SDLC, GAP analysis, SWOT analysis, and data analysis using SQL
  • Experienced in MicroStrategy administration and Salesforce CRM Sales Cloud
  • Involved in the implementation of ServiceNow from HP Service Management
  • Conducted in-depth data analysis to identify key trends and opportunities for process improvement
  • Collaborated with cross-functional teams to define project scope, requirements, and deliverables, ensuring alignment of all stakeholders and meeting objectives on time and within budget
  • Implemented a new customer relationship management system (Salesforce), led user training sessions, and provided ongoing support to drive adoption and improve customer satisfaction metrics.

Shell Business Operations

Incident Analyst
06.2010 - 08.2013

Job overview

  • Managed incident and problem tickets related to IT telecommunications services globally
  • Validated monthly global invoices and analyzed emerging issues at retail sites
  • Liaised with Shell retail sites and vendors, facilitating communication and issue resolution
  • Provided Tier 2 support for IT telecommunications services globally
  • Utilized Siebel Incident ticketing system and HP Service Manager for incident, problem, and change management.

Symphony BPO Sdn Bhd

HR/Payroll Analyst
08.2008 - 06.2010

Job overview

  • Orchestrated recruitment efforts and collaborated with government agencies
  • Oversaw payroll operations and managed administrative tasks, including office maintenance and vendor relations
  • Conducted in-depth analysis of job classifications, salary studies, and HR policies
  • Completed meticulous audits of payroll data to ensure adherence to company policies and regulations
  • Spearheaded cross-functional team projects to implement innovative HR and payroll systems, resulting in enhanced efficiency
  • Interpreted complex data to provide strategic recommendations for optimizing payroll processes
  • Designed and facilitated employee training programs on timekeeping systems and payroll procedures, leading to improved accuracy and decreased errors.

Education

UNITAR International University
Kuala Lumpur, Malaysia

Bachelor in Information Technology
05.2020 - 05.2023

University Overview

Binary University College
Puchong, Malaysia

No Degree from Diploma in Business Administration
05.2005 - 05.2008

University Overview

Skills

Stakeholder Management

Certification

ITIL Nityo Infotech

Accomplishments

Accomplishments
  • Improved SLA compliance by 20% over 12 months.
  • Reduced service-related incidents by 30% through targeted improvement projects.
  • Increased stakeholder satisfaction scores by 35%.
  • Managed a major network upgrade project, completed 2 months ahead of schedule and 10% under budget.
  • Implemented ITIL best practices, improving process efficiency by 15% and reducing service delivery costs by 10%.

References

References
  • Rodney Chua, Shell
  • Jessica, Shell

Cycling, Cooking, Travelling

Cycling, Cooking, Travelling

Cycling: Cycling is my passion, offering both exercise and exploration. Whether cruising scenic trails or tackling mountain ascents, it's my way to connect with nature and challenge myself.


Cooking: Cooking is my creative outlet. I love trying new recipes and flavors, finding joy in preparing meals from scratch and sharing them with loved ones.


Traveling: Traveling is my lifelong love. Exploring new cultures and landscapes opens my mind and enriches my soul. From backpacking in the wilderness to immersing myself in city life, every trip is a chance to create unforgettable memories and expand my horizons.

Timeline

UNITAR International University
Bachelor in Information Technology
05.2020 - 05.2023
Service Delivery Manager
Shell Business Operations
10.2019 - Current
Senior business analyst
Shell Business Operations
11.2016 - 10.2019
Business Analyst
Shell Business Operations
08.2013 - 11.2016
Incident Analyst
Shell Business Operations
06.2010 - 08.2013
HR/Payroll Analyst
Symphony BPO Sdn Bhd
08.2008 - 06.2010
Binary University College
No Degree from Diploma in Business Administration
05.2005 - 05.2008

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Navind SharmaService Delivery Manager