Ca Rashmi Pahlani

Led end-to-end AMS service delivery across multiple concurrent SAP and ServiceNow support projects for a single global client. Managed operational governance and ensured delivery continuity through coordination with delivery teams and client stakeholders. Owned stakeholder alignment and kept day-to-day service controls to support incident and escalation accountability.

Owned AMS service delivery for SAP and ServiceNow engagements across global client accounts, focusing on SLA adherence, service quality, and customer satisfaction. Managed ITIL v4 incident and major-incident governance, including escalations and service recovery, while driving a major reduction in backlog. Coordinated ongoing SLA/KPI performance reviews and supported service transformation via ServiceNow workflow optimization and automation initiatives.

Managed SAP AMS operations and supported business users by coordinating issue cresolution, change management, and service request fulfillment. Bridged business stakeholders with functional and technical teams to improve incident handling and delivery effectiveness. Supported a finance transformation program for a European pharmaceutical client with governance, compliance, and cross-functional execution.