Nov 2020 – Aug 2021 · 9 mos

Mar 2017 – Nov 2020 · 3 yrs 8 mos

• Head ServiceNow line of Business for India, for both dedicated & MSP instance.
• Lead definition and evolution of relevant Support Processes and contribute to overall IT Strategy to ensure continued alignment with Fujitsu business model.
• Accountable for P&L & delivery for Global Clients
• Lead delivery of Service Now implementation through offshore development team for dedicated & MSP implementation & Support
• Accountable for Budgeting & Forecasting with periodical controls, variance analysis & Sr. leadership reporting and ensuring compliance
• Business Development & Manage post sales relationship for ServiceNow accounts among E2E &
• shared solutions

Mar 2017 – Oct 2017 · 7 mos

• Headed ServiceNow business for APAC region.
• Customer Management including EN & NN Business.
• Maintained P&L for the region, by controlling backlog and Projection on quarter and monthly basis.

Feb 2012 – Mar 2015 · 3 yrs 1 mo · Noida, India

• Review project plans consisting of activities plan and milestones, quality management plan, communication plan, resource management plan, risk management plan, cost management plan, operational plan
• Manage the integration of all service delivery units and constantly improve the quality with inter-working ways for seamless end-to-end delivery of service
• Data Analysis and Client Relationship Management
• Establishing the scope of services, timeliness, hours of operation, recovery aspects, and service performance.
• Monitor, review and report on service performance against SLA and OLA targets, also work on the planning and implementation of Service Level Management.
• Business Impact Assessment and Business Resumption/Disaster Recovery
• Capacity Management/ Scheduling Management is also a part of operations.
• Plan, schedule and manage projects to meet deadline, quality and budget requirements
• Handle quarter end Projections, Project Estimates & Actual monthly billing.
• SPoC for all the BCP & Service continuity. Single handledly managed the clients audit drill, both staying on & off location.
• Understanding of Service Management - Capacity planning, Configuration management, Process improvements & knowledge management.
• Analyze daily, all reports/data pertaining to performance/numbers/SLA regulations and to and identify non-favorable performance areas assigning remediation plans.

Mar 2015 – Mar 2017 · 2 yrs · Noida

• Lead definition and evolution of relevant Support Processes and contribute to overall Scope
• Part of Solutioning team for ServiceNow based engagements including the design, development, and ITSM implementation of business process and process automation requirements
• Ensured coordination of Customer and Project managers for well orchestrated and successful go-live of new processes and tools
• Tailored existing ITIL functionality of the customer’s environment with the best practices and best fit solutions
• Ensured ongoing performance of the Support Processes by the Product and Platform teams.
• Ensured Compliance to Standards as appropriate

Apr 2010 – Feb 2012 · 1 yr 10 mos · Gurugram, Haryana, India

• Regulated Service transition & Service Management

Mar 2007 – Apr 2010 · 3 yrs 1 mo

• Change Manager for the complete UK site.
• Created the complete Change process for the project and got it signed off.