Vikash Naraiyan Gupta

Director of Engineering

Noida, Uttar Pradesh, India20 yrs 10 mos experience
Most Likely To SwitchHighly Stable

Key Highlights

  • 20+ years in digital transformation leadership.
  • Expert in ServiceNow with proven ROI delivery.
  • Recognized speaker and mentor in industry forums.
Stackforce AI infers this person is a SaaS expert specializing in ServiceNow and digital transformation leadership.

Contact

LinkedIn

Skills

Core Skills

ServicenowDigital TransformationItil

Other Skills

AutomationBMC RemedyBtechCMDBCOBITConfiguration ManagementDigital MarketingDisaster RecoveryField Service ManagementFunctional ConsultingGlobal DeliveryGovernanceISO 20000IT Asset ManagementIT Infrastructure Management

About

Purpose-driven digital transformation leader with 20+ years of experience driving business growth through ServiceNow innovation and enterprise-wide change. I help global organizations simplify complexity, accelerate adoption, and achieve measurable ROI from their ServiceNow investments. 🔹 Scale & Leadership: Built and scaled ServiceNow practices across Unisys, Accenture, HCL, Genpact & Birlasoft, growing teams from small units to 300+ consultants and delivering multi-million-dollar global programs across IT, Employee, Customer, Creator, and Industry Workflows. 🔹 Transformation Impact: Led large-scale initiatives that improved ITSM resolution times by 30–40%, reduced employee service delivery costs by 25%, and accelerated digital adoption across Fortune 100 enterprises spanning North America, EMEA, and APAC. 🔹 Strategic Vision: As Global Business Head – ServiceNow at Birlasoft, I guide clients through ITSM, CSM, HRSD, Industry Workflows, and platform governance—helping them maximize value, align technology with business priorities, and build long-term transformation roadmaps. 🔹 Differentiation: Early adopter and thought leader in ServiceNow Industry Workflows and AI/GenAI (Now Assist), helping clients leverage automation and intelligence to deliver next-gen customer and employee experiences. Recognized speaker at ServiceNow Knowledge & industry forums, mentor to emerging leaders, and passionate about blending visionary strategy with empathetic leadership. I believe leadership is both intuitive and intentional—anchored in clarity, integrity, and real outcomes. 📌 Follow me for insights on ServiceNow, digital transformation strategy, and leadership lessons from scaling vision into enterprise impact.

Experience

Birlasoft

2 roles

Director - Service Integration Practice

Promoted

Dec 2024 – Present · 1 yr 3 mos · Noida, Uttar Pradesh, India · On-site

  • Leading global ServiceNow transformation with P&L ownership and practice scaling responsibilities.
  • Key outcomes:
  • Increased pipeline wins by 70%+ through co-selling plays and platform accelerators
  • Boosted delivery efficiency by 60% by establishing reusable frameworks, governance & accelerators
  • Built strategic partnerships with ServiceNow executive leadership
  • Represented Birlasoft at the ServiceNow Knowledge Conference as a speaker and evangelist
Digital TransformationServiceNow

Associate Director - Service Integration Practice

Jan 2022 – Dec 2024 · 2 yrs 11 mos · Noida, Uttar Pradesh, India · On-site

  • Heading the Delivery and Pre-Sales for ServiceNow, AIOps, Observability, Monitoring Tools, ITSM Tools, Jira, Microfocus PPM, OpsRamp, Dynatrace, SolarWinds etc.
ITIL Problem ManagementITIL Process ImplementationITIL CertifiedDigital TransformationCOBITITIL Process+4

Unisys

ITSM & FSM Process & Tools Consulting Lead & Sr. Architect – ServiceNow

Jan 2017 – Jan 2022 · 5 yrs · Bengaluru Area, India · On-site

  • Working as Global Field Services Management, ITSM & ServiceNow Portfolio Architect, and leading ServiceNow delivery. Successfully implemented ServiceNow modules for various processes for various customers ranging from Single tenant to Multi tenant to dedicated multi tenant instances to fulfill business needs. Member of Architects practise in Unisys. Got awarded from CEO (hand written appreciation) of the company for successful implementation of ServiceNow for one of the major pharmaceutical organisations.
Field Service ManagementServiceNow

Accenture

Assistant Vice President | ServiceNow Architecture | Intelligent Automation Platform

Sep 2016 – Jan 2017 · 4 mos · Bengaluru, Karnataka, India · On-site

  • ServiceNow F&A Platform Architect. Architect for Intelligent Automation Platform, a 100% automated platform for F&A processes on ServiceNow.
AutomationServiceNow

Genpact

Sr. Principal Consultant

Nov 2015 – Sep 2016 · 10 mos · Noida Area, India · On-site

  • Worked as a Solution Architect for ITSM Practice from Process & Tools (ServiceNow). Leading the ITSM ServiceNow Practice.
  • Responsible for Pre-sales and Implementation activities.
Practice ManagementServiceNow

Hcl technologies

Associate Consultant - ServiceNow Architecture & Design

Sep 2012 – Nov 2015 · 3 yrs 2 mos · Noida · On-site

  • Worked as a Consultant for ServiceNow | ITSM Practice from Process & Tools (ServiceNow) perspective.
  • Responsible for Pre-sales and Implementation activities.
  • Responsible for RFP response, Solution Defense etc.
  • Process Consulting
  • Tools (ServiceNow) Consulting
  • Implementation, Design & Execution of ITIL Processes, ITIL V3 Lifecycle, Problem Management, Incident Management, Process Auditing, Service Level Reporting, CRM Tools such as People Soft CRM, VM ware Infra, Service Now etc.
ITILFunctional ConsultingServiceNow

Ibm

Incident Manager

Nov 2011 – Sep 2012 · 10 mos · Noida · On-site

  • Incident and Problem Management Transitioning and Implementation.
  • Functional Consultant for ITSM Practice from Process & Tools perspective.
  • Process Consulting
  • Implementation, Design & Execution of ITIL Processes, ITIL V3 Lifecycle, Problem Management, Incident Management, Process Auditing, Service Level Reporting.

Fcs software solutions ltd

ITSM Leader, ITSM Tool Expert

Dec 2007 – Nov 2011 · 3 yrs 11 mos · Noida Area, India · On-site

  • Worked on multiple role in FCS Software Solutions starting from Service Desk Analyst to Service Desk Project Leader, ITSM Tool Administrator to Incident / Problem Manager.
  • Problem Management Implementation, designing Process and Tool as per the Problem Management requirement.

Hcl technologies

Sr. IT Support Officer

Jun 2005 – Dec 2007 · 2 yrs 6 mos · Noida Area, India · On-site

  • Provided Technical Support to one of the US Based ISP. Support for Business as well as Residential Customers.

Education

Swami Vivekananda Subharti University, Meerut

Master of Business Administration - MBA — Marketing and IT

Aug 2022 – Aug 2024

United College of Engineering and Research, Allahabad

B.Tech — Information Technology

Jan 2001 – Jan 2005

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