Mari S.
Mid-Level IT Service Management Quality Assurance Manager
Open to offersNew to PlatformAbout
Mari S. is a seasoned IT professional currently serving as an Associate Manager for Process, Quality, and Customer Experience at Optum Global Solutions. She excels in IT Service Management with a focus on delivery excellence, ensuring quality assurance, and elevating the customer experience. With a solid foundation in ITSM, ITIL, and ISO standards, Mari leads end-to-end governance of IT policies, designing and revising process frameworks for ITSS Core Operations. Earlier at Cognizant, she was instrumental in attaining ISO certifications through her leadership in external audits and governance reviews. She has expertly conducted risk assessments, led transition audits, and ensured operational readiness across multiple industries. Mari's earlier roles at Cognizant and Hewlett Packard Enterprise included training and process management, where she enhanced training delivery and compliance. Her academic background includes an Associate in Health & Science Education from the University of Perpetual Help System DALTA.
Experience
Associate Quality Manager - For Process, Quality & Customer Experience
Optum Global Solutions · 2020 — PresentOversees the governance of IT policies, procedures, and process frameworks, managing the full lifecycle from design to documentation. Ensures compliance with ITSM, ISO, and ITIL standards while aligning artifacts with business needs and audit requirements. Maintains process documentation integrity and promotes standardization across ITSS Core Operations, Resolver, and Specialty teams. Coordinates process audits, compliance checks, and risk assessments, identifying gaps and suggesting remediation strategies. Acts as a consultant for compliance and audit risks, offering mitigation plans.Associate Manager - Delivery Excellence and IT Service Management
Cognizant - Enterprise Infrastructure Services · 2019 — 2020Directed ISO 20000 and ISO 27001 external audits, ensuring adherence to industry standards that led to consecutive ISO certifications. Managed transition audits and activities for new accounts, overseeing compliance and operational readiness. Conducted risk assessments and presented findings to the Leadership Team for resolution. Collaborated with Operations Teams on best practices implementation across various industries, enhancing process efficiency. Provided support and mentoring for continuous improvement methodologies.Lead Internal Auditor - Delivery Excellence and IT Service Management
Cognizant - Enterprise Infrastructure Services · 2016 — 2019Performed process audits and risk assessments to ensure compliance and addressed audit findings with actionable measures. Led risk management activities including FMEA exercises, identifying and mitigating potential threats. Implemented ITSM best practices, driving service improvements across multiple industries and clients. Managed engagement transitions to guarantee smooth knowledge transfer and process compliance with client standards. Governed SLA/KPI metrics, revising service definitions, and executing corrective actions.Process and Soft Skills Trainer
Cognizant - Enterprise Infrastructure Services · 2014 — 2016Facilitated training programs across various delivery projects, customizing instruction to meet the needs of associates. Collaborated with management to pinpoint skill gaps and design training curricula, delivering solutions that drive performance. Revamped the Soft Skills Training curriculum to align with service expectations. Coordinated training logistics for all classes, ensuring effective delivery across different locations. Compiled training performance reports for stakeholders to enhance strategy and execution.Product and Process Trainer
VOCUS INC. · 2012 — 2014Conducted training for Lead Generation teams, personalizing programs for various experience levels. Designed and developed training modules for onboarding and skills development. Collaborated with leadership to identify performance gaps, implementing targeted coaching for agents. Managed the Compliance and Quality Program, overseeing audits and ensuring adherence to policies.Global Service Desk Trainer
Hewlett Packard Enterprise · 2011 — 2012Delivered training for Service Desk Level 1 teams, adjusting programs to accommodate different experience levels. Created training modules and curricula to facilitate onboarding and continuous skill enhancement. Worked with leadership to identify performance gaps and provided targeted coaching for agents.
Skills & Expertise
Education
- Associate in Health & Science EducationUniversity of Perpetual Help - System DALTA · 2004 — 2006