Mandira Rana

Head of Enterprise Quality, Automation & Service Excellence

CloudFactory

Feb 2026 - Current (9 months)

● Enterprise Quality Strategy & Governance: Define and lead the enterprise-wide quality vision, frameworks, and governance models to ensure consistent, predictable, and scalable delivery outcomes—anchored in a zero-defect mindset by design, not inspection.

● Service Excellence Leadership: Establish service excellence standards that elevate customer experience, reliability, and trust—shifting from reactive issue management to proactive, prevention-led performance assurance.

● Value & Impact Focus: Drive measurable improvements in efficiency, quality, customer experience, and cost through disciplined execution, data-driven decision-making, and intelligent automation.

● Automation & AI Enablement: Lead the adop

Head of Business Applications

CloudFactory

Nov 2021 - Feb 2026 (4 years 4 months)

● Drive Enterprise Applications framework, thereby ensuring close alignment of technology with business.

● Leading digital transformation initiatives and driving innovation by identifying and implementing new technologies and processes to enhance business operations.

● Developing and implementing applications governance strategies that enhance efficiency, reduce costs, and mitigate risks.

● Collaborate closely with business leaders to translate their requirements into innovative technology solutions that drive value for the organization.

● Foster an environment of user-centered design, ensuring all applications are developed with usability and accessibility as top priorities.

● Developi

Global IT Service Delivery Manager

CloudFactory

Jan 2020 - Nov 2021 (1 year 11 months)

● Pioneering global IT service delivery operations, orchestrating seamless functioning of all IT services across multiple regions and time zones, while keeping the global business up and running 24/7.

● Crafting and implementing service level agreements (SLAs) and crafting key performance indicators (KPIs) to measure and augment service quality and customer satisfaction.
Championing the optimization of the global IT infrastructure, from hardware and software to networks, to deliver high performance, agility and availability on a global scale.

● Igniting innovation and fostering agility, collaborating with IT teams and stakeholders to identify and prioritize service improvements and new service development, to driv

Global IT Solutions and Service Delivery Manager

SDL plc

Jul 2017 - Jan 2020 (2 years 7 months)

● Responsible for managing and developing a Global team of skilled resources including IT Application Specialists and 24x7 IT Service Delivery Engineers and Specialists, aimed at building unified long-term ITIL aligned support model for the Enterprise and the Business Units, including the on-going change and release management.

● Develop, manage, measure and report on key service-level metrics, including but not limited to average response time, first-contact resolution rate and mean time to repair. These are devised with the conscious adherence to the Client level SLAs and OLAs agreed with the business.

● Designs and implements agile process framework to effectively align ‘concept’ with ‘practice’, pivoted on powerful

Business Applications Solutions and Service Delivery Lead

SDL plc

Sep 2015 - Jul 2017 (1 year 11 months)

● Produce timely, cost effective and high quality digital solutions to improve current processes or implement new ones, on the basis of analysis, business knowledge and sound personal judgment.

● Create a co-design environment ensuring any designed solutions are user driven.

● Identifies major project issues, findings and opportunities.

● Develop, manage, measure and report on key service-level metrics for all IT teams.

● Manage, develop and inspire a group of in-house individual contributors (Developers and Support Specialists).

● Act as a visionary and technology subject matter expert for the indoor solution area, establish governing principles for architectures, solutions and design

Senior Business Application Support Specialist

SDL plc

Aug 2014 - Sep 2015 (1 year 2 months)

● Held a cross-functional role which involved working as a Developer, SQL/Postgres SQL Database Administrator, Production Support Specialist and Service Desk Application Specialist for 26 business systems including SAP Business Objects Reporting, In-House ERP solution, Microsoft Dynamics Great Plains, SAP Concur, Kaleidoscope Smartquery etc.

● Responsible for researching, diagnosing, troubleshooting, identifying, designing and implementing solutions to resolve Business systems related inquiries and problems, reported via ticketing tool, supporting the global user-base.

● Effectively prioritize day-to-days tasks, assignments and workload of the internal team to ensure the delivery of solutions and services are in accord

Business Applications Support Specliast

SDL plc

Dec 2013 - Aug 2014 (9 months)

Tier II - Senior iOS/Mac Production Support Engineer

Apple

Apr 2012 - Dec 2013 (1 year 9 months)

Developer/Technical Support Engineer

Apple

Nov 2011 - Apr 2012 (6 months)

Technical Support Specialist

Microland Electronics

Jun 2011 - Nov 2011 (6 months)

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Mandira Rana

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