Jenny Pinky AF
Business Planner | Program Manager – Transformation & Transition Management, New Services Launch Management & Knowledge Management
Chennai
Summary
Seeking a challenging position that will allow me to utilize my management expertise in an environment conducive to continual advancement of knowledge and skills for mutual benefit!
Overview
24
24
years of professional experience
3
3
Certifications
Work History
Strategic Business Planner| Program Manager
Hp Inc
11.2024 - Current
- Facilitated change management initiatives, guiding the organization through periods of significant transformation.
- Forecasted demand patterns using advanced analytics tools, enabling more accurate resource planning decisions.
- Implemented process improvements to reduce waste, increase efficiency, and drive bottom-line results.
- Managed cross-functional teams to execute complex projects on time and within budget constraints.
- Conducted thorough market research to identify emerging trends and opportunities for expansion.
- Enhanced communication between departments by designing and implementing an effective reporting system.
- Strengthened relationships with key stakeholders, resulting in increased collaboration and shared resources.
- Monitored industry benchmarks to ensure competitiveness in organizational performance metrics across all key business functions.
Business Planner| Program Manager – New Services and Deals
HP
01.2020 - Current
- - Lead strategic and operational excellence programs as a Business Planner, overseeing performance metrics, process optimization, hub setups, and global service transformations.
- - Oversee end-to-end IT project lifecycles and customer support enablement for new services and deals – encompassing requirements gathering, transition planning, technical enablement, ServiceNow configuration, UAT, production rollout, and stakeholder governance in collaboration with cross-functional teams.
- - Design and implement delivery models—covering headcount planning, hiring, training, metrics alignment, and escalation management—to support market launches.
- - Collaborate with ITSM teams to develop and integrate ServiceNow-based workflow solutions for escalation tracking, service request automation, and performance analytics dashboards.
- - Build and manage detailed project/transition plans, monitor progress, track risks, and escalate for resolution in line with best practice methodology and governance frameworks.
- - Act as the primary liaison between sponsors and offshore delivery centers, ensuring knowledge transfer, documentation, and service level compliance.
- Key projects handled:
- - Drive business performance governance by monitoring weekly operational metrics, preparing executive presentations for AEMs, QBRs, analyzing trends, and defining next year’s strategic and financial objectives as a Business Planner.
- - Set up the PKID and Hash process hub with 11 HC.
- - Manage end-to-end deal onboardings, enabling customer support readiness and end-to-end IT setup, including infrastructure configuration and process enablement, for new service offerings to ensure seamless operational readiness and service delivery.
- - Designed and implemented an end-to-end escalation model on the Gainsight platform, enhancing issue resolution efficiency.
- - Set up a regional service hub for Microsoft Services from the ground up.
- - Led customer support setup for the Instant Ink launch in the API region, ensuring seamless transition and operational readiness.
- - Key contributor in establishing 30 helpdesk support models during COVID-19 to ensure business continuity.
- - Integrated ServiceNow dashboards to monitor SLA adherence, ticket volumes, and incident trends, enabling proactive service delivery.
Senior Migrations Manager – GIDA (Cyber Security)
Citicorp Services
03.2019 - 01.2020
- - Transitioned key information security functions from global business units to centralized operations.
- - Defined scope, headcount, and training plans; ensured compliance with ISO and security audit standards.
- - Identified and mitigated infrastructure risks and compliance gaps, ensuring regulatory adherence.
- - Created and maintained transition governance documentation, status reports, and RAID logs in alignment with enterprise PMO standards.
- - Collaborated with technology and security teams to manage migration of systems and processes into centralized service delivery centers.
Global Transformation & Transition Manager
HP /HPE/ DXC
11.2012 - 03.2019
- - Managed end-to-end transformation programs, aligning scope, budget, and execution with strategic goals.
- - Oversaw financial management—budgeting, forecasting, and profitability tracking with Finance partners.
- - Directed global transitions for Finance, Supply Chain, and HR functions, delivering multimillion-dollar P&L benefits.
- - Led infrastructure readiness and IT project setup activities involving SNOW integration for incident and request management to support large-scale enterprise migrations
- - Built and managed transition plans monitored project risks and dependencies and ensured timely reporting to senior leadership.
- - Successfully executed multiple offshoring transitions into GBS/Shared Service environments, achieving process standardization and cost efficiencies.
- Key projects handled:
- - Employee Reimbursement Transformation – Migrated individual card payments to corporate systems.
- - Concur Implementation – Unified DXC payment platform (Austria).
- - Invoice Digitization – Delivered 11 HC savings via process automation.
- - FAM Upscaling – Achieved 8 HC efficiency through Lean practices and capability enhancement.
- - Global O2C Transition (250+ FTEs) – Realized $11M direct P&L impact.
- - EG Supply Demand Optimization (China) – Improved forecast accuracy by 55%, yielding $0.6–1M margin recovery.
- - Managed transition activities for HP/HPE separation and multiple trade and HR ramp-up projects.
Training & Knowledge Management Lead
Training & Knowledge Management Lead
05.2010 - 11.2012
- - Led KM for Finance & Supply Chain (600 HC), implementing standardized knowledge assets and training content.
- - Developed “Elevating Performance” soft-skill program for high-potential employees.
- - Established I-Share – Community of Practice for FAM teams and created e-learning modules
- - Facilitated transition-related training and documentation during multiple global migrations, ensuring process stability and adherence to SLAs.
Senior Officer – Service Assurance (PMO/Training, Private Banking)
Scope International
01.2009 - 05.2010
- - Supported PMO governance, performance tracking, and training delivery for Private Banking operations.
Process Trainer| Quality Analyst | Transaction Executive
Mphasis – An HP Company
09.2002 - 06.2008
- - Delivered process and soft-skill training; performed quality reviews and transaction processing with consistent accuracy and SLA compliance.
Education
B.com - Accounting
Providence College
Coonoor, India 04.2001 -
PRINCE2® -
Axelos
04.2001 -
Skills
- MS Visio
- Smart Sheet
- MS Office
Problem-solving
Problem-solving abilities
Leadership skills
Teamwork skills
Excellent communication
Self motivation
Strategic planning
Analytical thinking
System testing
Project management
Analytical skills
Risk management
Task prioritization
Training program development
Training and development
Process improvement
Change management
Business process mapping
Cross-functional collaboration
Performance measurement
Cybersecurity
Business continuity planning
Business strategy
Certification
PRINCE2
Timeline
Strategic Business Planner| Program Manager
Hp Inc
11.2024 - Current
Business Planner| Program Manager – New Services and Deals
HP
01.2020 - Current
Senior Migrations Manager – GIDA (Cyber Security)
Citicorp Services
03.2019 - 01.2020
Global Transformation & Transition Manager
HP /HPE/ DXC
11.2012 - 03.2019
Training & Knowledge Management Lead
Training & Knowledge Management Lead
05.2010 - 11.2012
Senior Officer – Service Assurance (PMO/Training, Private Banking)
Scope International
01.2009 - 05.2010
Process Trainer| Quality Analyst | Transaction Executive
Mphasis – An HP Company
09.2002 - 06.2008
B.com - Accounting
Providence College
04.2001 -
PRINCE2® -
Axelos
04.2001 -
Professional Abridgement
- Strategic, results-driven Leader with over 23 years’ progressive experience in Projects and Transition Management, Business Planning, and Enterprise Transformation within GBS and Shared Service Environment. Proven track record of managing complex migrations and transformation projects, driving strategic planning initiatives, and leading end to end transitions from onshore/nearshore delivery center across global portfolios.
- Accomplished professional recognized for strong communication, stakeholder engagement, and the ability to align cross-functional teams toward achieving organizational objectives. Adept at fostering knowledge-sharing cultures, optimizing operational performance, and delivering sustainable business growth through innovation and strategic foresight.
- - Business Planner for Managed Services strategic development, driving long-term growth, service optimization, and performance metrics governance.
- - Directed multiple high-impact New Service Introduction programs in Print and Personal Systems, ensuring seamless deployment and stakeholder alignment.
- - Lead and executed complex end-to-end global transitions and change management programs across Finance (FP&A), Supply Chain, and Customer Support functions.
- - Spearheaded process transformation initiatives that enhanced efficiency, productivity, and overall P&L performance.
- - Served as Knowledge Management Lead for the Finance and Supply Chain cluster, driving collaboration, standardization, and capability building for a 600-member team.
- - Delivered multiple high-priority, cross-functional projects on time and within scope—maintaining exceptional quality, timeliness, and business impact.
- - Extensive hands-on experience in managing end-to-end IT projects encompassing infrastructure setup, application deployment, ITSM tools integration, and digital transformation initiatives using ServiceNow (SNOW).
- - Proficient in leveraging SNOW modules (Incident, Change, Problem, and Request Management) to streamline service operations, automate workflows, and enhance visibility across IT and business functions.
- - Strong understanding of transition governance frameworks, project controls, financial tracking, risk and change management, and executive reporting to senior stakeholders.
Areas of Expertise
- Strategic Business Planning & Performance Governance
- Program, Transition & Transformation Management (Onshore–Offshore / GBS / Shared Services)
- End-to-End IT Project Lifecycle Management & ServiceNow (SNOW) ITSM Implementation
- Forecasting, Budgeting & P&L Performance Tracking
- Stakeholder Governance & Change and Risk Management with Executive Reporting
- Operational Excellence, Process Optimization & Continuous Improvement
- Knowledge Management, Training & Capability Building
- Cross-Functional Team Leadership & Communication
- Data-Driven Decision-Making using Power BI, MS Office 365 & Gainsight Tools
Awards
WoW award - Q3’ FY25: Recognized for successfully setting up PKID hub and delivering exceptional project execution, Recognized for outstanding cross-regional transition execution and stakeholder management across API., L2 Award (2016) – Bias for Action for Eclipse Transformation Project., Best Performer, Q1 2013 – For exceptional delivery in EDS-to-HPE transition.