I am a results-driven Senior Service Delivery & Project Manager with 9+ years of experience leading global teams, optimizing IT operations, and driving service excellence. I thrive in dynamic environments and enjoy turning complex requirements into scalable solutions, while maintaining a friendly, collaborative approach. I specialize in ServiceNow, Microsoft Dynamics 365, ITIL, DevOps, and end-to-end project delivery. My strengths include client relationship management, SLA governance, process automation, and financial reporting, with a track record of delivering multi-million-pound IT initiatives on time and within budget.…

Gayatri Achpal

I am a results-driven Senior Service Delivery & Project Manager with 9+ years of experience leading global teams, optimizing IT operations, and driving service excellence. I thrive in dynamic environments and enjoy turning complex requirements into scalable solutions, while maintaining a friendly, collaborative approach. I specialize in ServiceNow, Microsoft Dynamics 365, ITIL, DevOps, and end-to-end project delivery. My strengths include client relationship management, SLA governance, process automation, and financial reporting, with a track record of delivering multi-million-pound IT initiatives on time and within budget.…

Available to hire

I am a results-driven Senior Service Delivery & Project Manager with 9+ years of experience leading global teams, optimizing IT operations, and driving service excellence. I thrive in dynamic environments and enjoy turning complex requirements into scalable solutions, while maintaining a friendly, collaborative approach.

I specialize in ServiceNow, Microsoft Dynamics 365, ITIL, DevOps, and end-to-end project delivery. My strengths include client relationship management, SLA governance, process automation, and financial reporting, with a track record of delivering multi-million-pound IT initiatives on time and within budget.

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Work Experience

Senior Service Delivery Manager at SA Global UK
April 1, 2024 - October 27, 2025
Leading a 15-member global support team ensuring 24/7 availability for Microsoft Dynamics 365 and related integrations. Driving Azure DevOps adoption across support and deployment activities – managing pipelines, releases, sprint reviews, and backlog grooming. Defined and implemented Azure Boards for work item tracking and collaborated with developers for seamless deployment cycles. Implemented CI/CD pipelines and DevOps practices to optimize testing and release cycles using Azure DevOps, Jenkins, and Docker. Collaborated with cross-functional teams to streamline release gates, manage rollbacks, and monitor post-deployment impact.
Senior Service Delivery & Project Manager at ESP Global Services Ltd
May 31, 2024 - May 31, 2024
Led global IT service operations and projects across multiple regions. Spearheaded a £5M Windows 10 migration project for 3,000 users, delivered on time and within budget. Boosted SLA compliance by 15%, enhancing client retention and service efficiency. Managed global financial reporting and created legal contracts (SOWs, amendments).
Bid & Solutions Manager at A&O IT Group
December 31, 2021 - December 31, 2021
Developed and led winning bid proposals worth $7M in just one month. Designed cost-optimized IT solutions for global clients, ensuring competitive pricing and compliance. Identified new business opportunities, securing contracts that generated a $50K net profit.
Global Service Delivery Manager at Hemmersbach UK Ltd
October 31, 2020 - October 31, 2020
Managed 25+ IT professionals, ensuring 100% SLA compliance for 3 years. Improved service metrics by 12% within three reporting months. Led end-to-end ITIL-based processes for Managed Services and MACD support. Spearheaded global financial and KPI reporting using ServiceNow and Smartsheet.

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