Prof. Sheila Roy holds a Ph.D. from the Indian Institute of Technology, Bombay. Her doctoral research focused on service operations and management. She holds a master’s in business administration from the Indian Institute of Management, Bangalore. She is a faculty in Operations, Supply Chain Management and Quantitative Methods at SPJIMR. In her professional career spanning 28 years, she worked in information technology, finance, insurance, consulting, and hospitality. She passionately led start-up initiatives in the technology and digital space and converted them into robust business models. She has managed critical functions such as telemarketing channels, data warehousing, marketing analytics frameworks, six-sigma quality improvement, and market research. In her consulting assignments, she has led various programmes in the digital ecosystem, such as e-business process design and analytics-driven marketing and sales process management. She joined academics in 2015 and reflects her passion for conducting research, offering consulting, and conducting management development programmes with corporates and institutions. Her research and teaching interests span service e-commerce, analytics, and service excellence. She had been the Associate Programme Head for the ‘Fellow Programme in Management (FPM)’ at SPJIMR and managed the admissions process for the PGDM programme for four years.