“I’m grateful to be surrounded by a growing community of women in tech at THG. The representation of women in leadership, particularly in tech, is higher than what I’ve seen at other organisations.” 

As well as playing pivotal role in shaping the service management function from its inception, Neha has been a consistent advocate in supporting women in tech and co-leading our Women in Business network. Keep reading to find out how she led her team through tight deadlines, and her involvement as a champion of our charity partner Tech She Can. 

As a Service Assurance Manager within THG's Service Management team, I design and implement IT service management processes that ensure we consistently meet and exceed our client commitments. Since joining as part of a newly established team, my role has evolved to focus on embedding strategic improvements across multiple teams within our tech division, driving optimised performance and maximising value delivery at every step. 

 I’m grateful to be surrounded by a growing community of women in tech at THG. The representation of women in leadership, particularly in tech, is higher than what I’ve seen at other organisations. On top of that, we have a dedicated Women in Tech network that offers support and a platform to address the unique challenges women face in our industry. 

The first thing that wowed me about THG was the office environment. There’s a vibrant energy in ICON and Studios, where it feels like there’s always something exciting going on. My ex-colleagues who worked here promised me that no two days would be the same. They weren’t wrong! I love that THG forces me to think differently and innovatively, making each day engaging. 

Being one of the early members of the service management team gave me the unique opportunity to help build the function from the ground up. I’ve been responsible for designing and redefining multiple critical processes like post-incident reviews, major incident management, change management, and most recently, problem management. These initiatives have been essential in streamlining operations and reducing inefficiencies. One of my accomplishments was leading the migration of a legacy support system within a very tight deadline and seeing that over the line was definitely an achievement. I was also trusted by my leadership to temporarily lead a team that was overwhelmed with an influx of support requests. Through process improvements and automation, I was able to help the team navigate that challenging period while keeping morale high. Seeing them come through stronger was incredibly fulfilling. 

One of the biggest challenges I’ve faced is the resistance to change when embedding new processes across different teams. People are often hesitant to adopt new ways of working, especially when they’re used to doing things a certain way. Overcoming this required building strong relationships with key influencers within those teams but having allies who could advocate for the changes made a significant difference. I also had to be flexible and unlearn some practices I thought were standard, adapting them to fit the unique needs of THG’s environment. 

I’m deeply passionate about addressing societal issues that women face in the corporate world, such as gender inequality, representation, and pay gaps. This led me to take on the role of co-leading the Women in Business (WIB) network at THG. We’ve successfully organised various health and wellness events, confidence workshops, and collaborated with the Pride Collective network on allyship initiatives. We also have an exciting calendar of events planned for next year, aimed at further supporting our members and fostering inclusivity. 

I’m also proud to have been part of the International Women’s Day photoshoot with 40 other women and leaders, which was an inspiring experience. Beyond WIB, I’m a champion of Tech She Can, a charity partner of THG. As part of this initiative, I visit primary schools to make careers in tech more visible to young girls. Recently, I had the privilege of speaking at Tech She Can’s 3rd birthday celebration about my experience as a champion, which was a memorable moment. 

At THG, you’ll never stop learning, so take every opportunity that comes your way. Don’t hesitate to get involved, ask questions, and share your ideas, no matter what role you’re in. If you see room for improvement, suggest it! That’s how we all grow and contribute to the company’s success.