Pragna Tevani

Consultant @Belonging Matters Ltd

✔️ ITProject Manager

Profile A committed, confident leader with excellent interpersonal and communication skills who can develop long-term trusted partnerships with all business stakeholders, clients, suppliers, and internal teams. Focused on achieving high levels of customer satisfaction and providing end-to-end customer service, with experience in leading large teams. A proven track record in designing and implementing new processes to improve quality and efficiency whilst reducing cost within an organisation's service support model, with expert knowledge in service desk, service transition, operations, service delivery and service improvement. A bold but empathetic and intuitive leader who desires to serve and help others, creating kind and inclusive workplaces along the way. Outside my professional career, I have volunteered as a mentor with Diversity Role Models and Westminister Council. I am an active member of the Gay Indian Network (founded in 2013), which supports LGBTQ+ people from the South Asian diaspora. I recently delivered a DEI workshop (titled: Building a Thriving Workplace) to SME business leaders as part of the Wonderful World of Wellbeing network. I have been invited to deliver a follow-up workshop on Unconscious Bias in September and October.

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Network Power<100 people

Roles

✨100%

Business Owner

🗿100%

🧨100%

Consulting

Geos

🇬🇧100%

United Kingdom

Work Background

NTT DATA, Inc.Transition Manager

Oct. 2021United Kingdom

NTT Ltd.Senior Client Delivery Manager

Dec. 2018 - Oct. 2021London, England, United Kingdom

St Mungo'sOutreach Worker

Apr. 2018 - Oct. 2019London, United KingdomLocum - Outreach Worker / Support Worker. Main responsibility includes assessing the needs of individual rough sleepers and providing them with a variety of options of support services/accommodation; in liaison with other agencies and specialist workers.

SL-Complete LimitedVarious

May. 2018 - Nov. 2018London, United Kingdom

Atlantis HealthcareService Delivery Manager

Aug. 2016 - Nov. 2017London, United Kingdom

St Mungo'sIT Operations Manager

Oct. 2013 - Aug. 2016

Advanced Business Solutions (part of Advanced Computer Software Group Plc)Service Delivery Manager

Jun. 2012 - Oct. 2013United Kingdom

Xceed GroupService Management Consultant

Aug. 2011 - Jun. 2012London, United Kingdom

Advanced 365Service Delivery Manager

Oct. 2005 - Jul. 2011London, United KingdomAdvanced 365 designs, deploys, and operates IT services from the desktop to the data centre and help customers to align their IT to their core business requirements. As Service Delivery Manager, my main responsibilities were:- - Service Delivery focus on major accounts, - On-boarding of new Managed Service Clients into the Service Delivery framework, - Management of monthly service revenue pipeline, - Escalation point for any service issues, - Manage third party relationships, - Maintain service improvement plans. Whilst managing the Service Desk, my main responsibilities were:- - Manage and lead a 24x7 Service Desk / NOC team. - Escalation point for all Customers and internal staff (including out of hours). - Oversee timely resolution, co-ordination and communication of major incidents. - Manage 3rd Party incidents and relationships. - Oversee production of monthly service reporting. - Review, maintain and improve service desk processes. - Own and maintain Incident & Change Management helpdesk system. - Provide regular monthly KPI reports for Board. - Manage and conduct HR administration for Service Desk team (recruitment, appraisals, one-to-one’s, disciplinary).

River Island Clothing CompanyService Desk Team Leader

Nov. 2003 - Jul. 2005Lead and manage the EPoS support team who provided technical and back office support to all RI stores in Great Britain.

Euler HermesService Analyst

Feb. 2003 - Nov. 2003London, United KingdomProvided governance support to the Configuration / Change team.

Canon Europe Ltd.Service Desk Manager

Sep. 2001 - Sep. 2002Manage on-site technical staff at the Canon Europe HQ based in Stockley Park, Uxbridge.

EDS GroupDesktop Team Leader

May. 1998 - Sep. 2001Based on the Service Desk initially at Marlow, I provided technical and user support to the Xerox Account (approx 10,000 users); I then moved into a deskside support role at the Xerox Technical Centre in Welwyn Garden City, before moving into a Desktop Team Leader role based at Xerox offices in Uxbridge.

British AirwaysAdministrator

Sep. 1996 - May. 1998Heathrow AirportVarious contract positions at British Airways within the following Divisions: Engineering, Supply Chain, Customer Services. My main strategy here was to get as much experience as possible within a well-known, established organisation after graduating. The various roles undertaken ensured I was able to understand the workings of a global business and brush up on my soft skills; customer services, project work, data entry, time management, meeting project deadlines, to name a few.