Arti Sharma
Service Manager
Dubai
Summary of Career
1. A highly motivated senior IT professional with over 10 years’ experience acquired both in-house and in a consultancy context.
2. Director of RT IT Ltd with over a decade of experience underpinned by several IT leadership interim engagements comprising:
3. Helpdesk Desktop Support; Technical Lead; International Service Delivery Lead and Transformation projects.
4. I am extremely commercially astute and highly motivated.
5. I have helped to deliver the standardization of ‘more efficient ways of working’ high revenue level, helping to raise customer NPS scores and minimalizing cash lost in business.
6. Managing all integral event requirements for corrupt events.
7. Perform service request process reviews to ensure efficient and effective workflow and to effect improvements in service quality and timely delivery
8. Interim assignment to conduct a feasibility assessment for a prospective client in regard to establishing an IT Service desk across EMEA.
9. Interim project to analyse, formulate and roll out improved service Desk policies, procedures, standardisation and SLA reporting across the network of global Euromoney businesses.
10. Supported the Executive IT leadership team to define goals and help to roll out and embed new standard operational procedures across all EMEA stores.
2014
Experience as Service Desk Team Lead
07 January 2008
21 October 2011
• Providing exemplary support and troubleshooting to over 3000 store members – to ensure that incidents were restored, circumvented or resolved in the shortest time possible.
• Communicated efficiently with staff at all levels (especially senior), provided clear and concise progress updates. Consistently improved SLA KPIs based on former benchmarks.
Experience as IT Service Support (contractor)
10 October 2011
15 June 2012
• Delivering IT support and guidance to VIP, Partners and Senior Leaders within PWC across Europe.
• Responding to and resolving queries within demanding professional services environment and in line with established service line agreements.
Experience as Application Senior Support (e-commerce) (contractor)
07 June 2012
10 May 2013
• Developing a strategy to improve the on-site customer journey, increasing conversion rate.
• Managing and growing the high performance of the e-commerce team.
Experience as Application Senior Service Support (contractor)
12 November 2013
12 November 2014
• Leading the oversight of the SAP interface into Xerox. Designed the data migration strategy and led the delivery into production.
Experience as Service Delivery Manager (contractor)
13 November 2014
19 February 2016
• Led the transition from CA to Remedy across the TFL network designing the transition plan, training needs assessment, training modules and delivery of the IT change.
Experience as Service Desk Manager (contractor)
07 June 2016
25 November 2016
• Interim assignment to serve as accountable escalation point (3rd line) for both internal and external customers.
• Embedded new IT Service catalogue, created user guidelines and trained IT division to ensure new ways of working were both operationally and culturally embedded.
Experience as EMEIA IT Service Desk Support Manager
14 November 2016
04 October 2018
• Supported the Executive IT leadership team to define goals and help to roll out and embed new standard operational procedures across all EMEA stores.
• Net improvement of >35% in time to resolve tier 1 & 2 IT support incidents.
Experience as IT Service Desk Manager (contractor)
08 October 2018
03 June 2019
• Interim project to analyse, formulate and roll out improved service Desk policies, procedures, standardisation and SLA reporting across the network of global Euromoney businesses.
• After reviewing existing processes, enhancing ways of working and rolling out new processes; SLA KPIs improved by 60% within 6 months and remained consistently high, together with an increase of 20% in annual colleague engagement scores for the IT division.
Experience as Client Solutions Consultant (contractor)
03 June 2019
06 September 2019
• Interim assignment to conduct a feasibility assessment for a prospective client in regard to establishing an IT Service desk across EMEA.
• Conducted stakeholder needs assessment, business case and outline project plan.
• Ended assignment upon successfully securing the engagement for the end client.
Experience as Service Manager
09 September 2019
01 January 2020
• Managing all integral event requirements for corrupt events.
• Perform service request process reviews to ensure efficient and effective workflow and to effect improvements in service quality and timely delivery
• Managing a team of 90+ employees including 18 direct reports.
Bachelor 23 June 2006
Computer AnimationIntermediate 19 June 2003
Information and communication technology