Tania Bossi

Lead SLA, KPI, and compliance monitoring across regulated GxP environments within a SIAM framework; align ITIL v4 and Agile practices to ensure audit readiness and service transparency. Own lifecycle governance for managed applications, maintain KPI dashboards, and apply analytical insights to drive operational improvement and breach prevention. Develop and distribute Power BI and ServiceNow dashboards for performance reporting. Collaborate with auditors, cybersecurity, and validation teams to sustain IRM, GxP, and SLA compliance, enabling measurable risk visibility and value delivery. Drive automation within ServiceNow to optimize reporting efficiency.

Managed global service delivery operations and SLA adherence across multiple MSPs under ITSM/ITIL v4. Monitored and reported SLA/KPI performance with Excel dashboards, identifying breach patterns and escalation points. Led incident, problem, and change management reporting to ensure governance transparency and continuous SLA improvement. Partnered with cybersecurity and risk teams to enhance SLA accountability and audit readiness. Implemented automation to reduce manual reporting effort and improve data accuracy by ~25%.

Delivered governance and performance oversight for regulated digital learning systems; supported KPI analysis and service trend reporting to ensure uptime, incident response, and risk mitigation within defined service levels. Created automated performance tracking tools in Excel/SQL, improving SLA visibility by 40%. Coordinated with development and QA teams to enforce SLA accountability and ensure transparent reporting cycles.