Priti Sharma
Auckland
Summary
Service delivery professional with proven track record in managing complex projects and improving client satisfaction. Skilled in resource allocation, process optimization, and risk management. Focused on fostering team collaboration and aligning with organizational goals to drive success. Known for flexibility in adapting to changing needs and consistently delivering results.
Overview
18
18
years of professional experience
Work History
Service Delivery Manager
Chorus New Zealand
08.2021 - Current
- Act as the primary liaison between OneNZ and internal teams, overseeing the implementation and ongoing support of solutions.
- Lead regular review meetings with OneNZ stakeholders to provide updates, discuss performance, and align on future service requirements.
- Coordinate with technical teams to resolve escalations and ensure that service level agreements (SLAs) are met.
- Handle escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Manage service improvement initiatives to enhance the customer experience and optimise service delivery processes.
- Coordinate with multiple departments to ensure seamless service delivery across all touchpoints.
- Enhance service delivery by developing and implementing efficient processes.
- Collaborate with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities.
- Coordinate among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
Implementation Project Manager
Chorus New Zealand
11.2019 - 06.2021
- Led the planning, coordination, and execution of telecommunications service implementations.
- Acted as the primary contact for clients, addressing technical concerns and ensuring customer satisfaction.
- Managed stakeholder expectations through clear communication of goals, objectives, and timelines.
- Collaborated with cross-functional teams such as sales, marketing, finance, IT support services ensuring a smooth execution of multiple concurrent projects.
- Facilitated smooth transitions by conducting hands-on training sessions with end-users during system rollouts or process changes.
- Developed comprehensive project plans to ensure on-time delivery and successful outcomes.
- Ensured adherence to regulatory requirements, company policies, and best practices throughout implementation.
Implementation Specialist - Projects
Chorus New Zealand
01.2016 - 11.2019
- Led end-to-end implementation of system changes and processes, ensuring seamless service delivery to Chorus customers (Retail Service Providers).
- Acted as the primary point of contact for customers, managing expectations and providing regular project updates.
- Coordinated with internal teams, vendors, and stakeholders to meet project timelines and service requirements.
- Conducted customer onboarding, technical assessments, and training to ensure successful solution adoption.
- Monitored project progress, identified risks, and implemented corrective actions to ensure smooth deployment.
- Ensured compliance with industry standards, company policies, and customer requirements throughout the implementation process.
NGA Provisioning Co-ordinator
Chorus New Zealand
06.2013 - 12.2015
- Managed the end-to-end provisioning of telecommunications services, ensuring timely activation and delivery of fibre connections.
- Coordinated with internal teams, vendors, and service providers to facilitate seamless service implementation.
- Processed service orders, tracked progress, and resolved provisioning issues to meet customer requirements.
- Maintained accurate records of network configurations, service activations, and provisioning workflows.
- Ensured compliance with industry standards and company policies while optimising provisioning processes.
- Provided technical support and troubleshooting assistance to address provisioning-related concerns.
Trainee CRM Developer
Magnetism Software
10.2011 - 11.2011
- Assisted in developing, customising, and maintaining CRM systems, and troubleshooting CRM issues.
- Supported end-users to enhance business processes.
ICT Operations Co-ordinator
AvonSys
12.2006 - 11.2008
- Managed daily ICT operations, ensuring seamless IT systems, networks, and infrastructure functionality.
- Provided technical support and troubleshooting for hardware, software, and network issues, improving system inefficiencies.
- Monitored system performance, implemented security measures, and maintained compliance with IT policies.
- Maintained accurate documentation of IT assets, incidents, and resolutions for streamlined operations.
Education
Master of Engineering - Management & Project Management
Auckland University of Technology
Auckland, NZ01.2022
Bachelor of Science - Computing Science & Information Systems
University of The South Pacific
Suva, Fiji Islands 01.2008
Skills
- Excellent Communication Skills
- Stakeholder Management
- Change Management
- Lead Virtual Teams
- Project Management
- Performance improvement
Accomplishments
- Spotlight Award, 01/01/17, Led a team that successfully delivered Spark B2B integration to order Fibre orders.
- Microsoft Certified Professional, 01/01/11, Microsoft Dynamics CRM 2011 Applications and Customization and Configuration.
Timeline
Service Delivery Manager
Chorus New Zealand
08.2021 - Current
Implementation Project Manager
Chorus New Zealand
11.2019 - 06.2021
Implementation Specialist - Projects
Chorus New Zealand
01.2016 - 11.2019
NGA Provisioning Co-ordinator
Chorus New Zealand
06.2013 - 12.2015
Trainee CRM Developer
Magnetism Software
10.2011 - 11.2011
ICT Operations Co-ordinator
AvonSys
12.2006 - 11.2008
Master of Engineering - Management & Project Management
Auckland University of Technology
Bachelor of Science - Computing Science & Information Systems
University of The South Pacific
Similar Profiles
Vikas KumarVikas Kumar
Owner/Operator at Chorus New ZealandOwner/Operator at Chorus New Zealand
Valmé PienaarValmé Pienaar
Programme Lead, Complex Ops Improvements at Chorus New Zealand LtdProgramme Lead, Complex Ops Improvements at Chorus New Zealand Ltd
Mark MayerhoflerMark Mayerhofler
Senior Manager Cabin Crew at Air New ZealandSenior Manager Cabin Crew at Air New Zealand