SeniorAdministrator - Incident Management, ServiceNow

Results-driven Program / Delivery Coordination Specialist with 6–8 years of experience in global delivery operations, SLA governance, stakeholder coordination, and KPI-driven execution. Proven ability to act as a bridge between Sales, Delivery, Engineering, and Operations teams, ensuring seamless handovers, efficient ticket resolution, accurate reporting, and financial/commercial alignment. Strong exposure to SAP S/4HANA project environments, service ticket management, and pricing/commercial data

Key Responsibilities

Key Responsibilities & Achievements Stakeholder Coordination & Communication · Acted as a central coordination point across Sales, Delivery, Engineering, Provisioning, and Partner teams across global geographies. · Built strong cross-functional relationships to ensure alignment on project deliverables and timelines. · Delivered structured executive-level communication and reporting to leadership and stakeholders. · Managed expectations proactively during delays, dependencies, and transition phases. Ticket Management & Operational Support · Managed and tracked service tickets, incidents, and requests across tools (e.g., ServiceNow/JIRA or similar). · Ensured timely resolution of tickets in alignment with defined SLAs and priority levels. · Coordinated with technical and functional teams to resolve critical/high-priority tickets and minimize escalations. · Maintained ticket hygiene, status accuracy, and closure compliance. Financial Pricing & Commercial Coordination · Worked on financial pricing files, commercial data validation, and contract-linked pricing inputs. · Collaborated with Sales and Commercial teams to ensure accurate pricing structures and alignment with customer agreements. · Reviewed pricing data for completeness, consistency, and correctness before delivery handover. · Supported revenue assurance by tracking dependencies linked to pricing, billing readiness, and order accuracy. Escalation & De-escalation Management · Identified risks impacting timelines, SLAs, and deliverables proactively. · Drove structured escalation processes with clear impact analysis and mitigation plans. · Supported de-escalation of critical delivery and operational issues, ensuring minimal business impact. · Tracked escalations to closure and ensured accountability across teams. Project Tracking, Reporting & SLA Management · Tracked multiple SAP S/4HANA projects using dashboards, trackers, and reporting tools. · Monitored SLA adherence, milestones, and delivery timelines. · Delivered accurate weekly/monthly reports highlighting risks, KPIs, and performance trends. · Ensured data integrity and transparency across all reporting artifacts. KPI Monitoring & Performance Tracking · Owned and tracked key KPIs related to SLA adherence, ticket resolution, escalation management, and delivery readiness. · Identified trends and provided actionable insights for performance improvement. · Supported leadership reviews with structured KPI dashboards and data-driven recommendations. Sales-to-Delivery Handover Support · Enabled smooth handover from Sales to Delivery by ensuring documentation, pricing, and provisioning readiness. · Tracked dependencies affecting handover quality and project startup timelines. · Reduced handover gaps through cross-functional collaboration and process alignment. Process Improvement & Governance · Analyzed recurring SLA breaches, ticket delays, and delivery bottlenecks. · Recommended and implemented process improvements to enhance operational efficiency. · Supported governance forums with reporting, action tracking, and closure management. · Contributed to standardization of reporting frameworks, escalation workflows, and tracking mechanisms. Skill Requirements ore Competencies · Stakeholder Management & Global Coordination · SLA Tracking, KPI Monitoring & Reporting · Ticket Management & Incident Resolution · Financial Pricing Files & Commercial Validation · Escalation & De-escalation Management · Sales-to-Delivery Handover Governance · Process Improvement & Operational Excellence · SAP S/4HANA Delivery Support · Dashboarding & Data Accuracy