Apr 2022 – Feb 2023 · 10 mos

• Overseeing the Group Transformation to advance the digital agenda and owning the outcomes from various programs and strategic initiatives, including Digital North 2.0 :
• Global IT Hub Transformation through consolidation, standardisation and automation for a seamless consistent IT experience.
• Spearheaded the Digital Experience strategy to elevate the service experience across the touchpoints, with successful phased execution

Nov 2020 – Apr 2022 · 1 yr 5 mos

• Responsible for all the aspects of digital transformation from strategy to execution, including ROI and Product & Platform Management. Build & operate the Product Management Practices and transform the existing Op Model towards Machine First Delivery Model to have data-driven, automation-led IT&D Operations for an elevated experience, service stability and sustainable reduction in OpEx.
• Product lines include:
• Robotic Process Automation (UiPath)
• Data Science & Analytics (AzureML)
• Virtual Assistant & Chatbot (NLP, LUIS)
• Autonomics / Self-healing (Machine Learning)
• Digital Adoption & Digital Workflows
• ServiceNow (ITSM, ITOM, HRSD)
• Experience Management Platform

Jul 2018 – Jun 2021 · 2 yrs 11 mos

• Face of IT to Global Business and Business Relations, own services for business portfolios for a machine first, fuss-free integrated IT operations while keeping the cost in check
• Leading the Service Portfolio at the global scale of 60 countries, spread across 6 continents
• Portfolio - Finance, HR, SQRC, R&D, Sales & Supply, Factory and Digital (~540 Services)
• Leading the Service Management Office:
• Global ITSM Process and Practices
• ITSM Suite (ServiceNow - Orlando)
• OCM & Communication Strategy for IT Operations
• Automations and Chatbot Adoption
• Key Accountabilities:
• Managing overall Service Quality, Service Availability and Operational Capability in conjunction with all of the relevant processes and controls
• Be the face of IT to the business units, BRMs and internal/external auditors and own all Service Issues, drive Continual Service Improvements
• Own all IT Service Management processes to ensure Global Consistencies across the services
• Manage relationships and IT expectations between key business stakeholders and ensuring best in class service delivery from our outsourced IT partners
• Ensure the new/changed services are fit for use and fit for purpose before introducing to Service Operations
• Large scale Outsourcing, Transition, and Digital Transformation exposure
• Product Owner of Employee ITSM Portal, Multilingual, Voice-enabled, AI powered Chatbot

Dec 2017 – Aug 2018 · 8 mos

• Accountable for overall Service Quality, Service Availability and Operational Capability for ERP landscape (SAP and JDE) for Manufacturing sites, and commercial offices across the globe.
• Change and Release Management evangelist for the IT and Business teams to ensure safer, shorter, and faster deployments are in place while streamlining the overall downtime for business.

Nov 2016 – Dec 2017 · 1 yr 1 mo · Gurgaon, India

• Transformation of Service Desk, Application and Infrastructure Management to make Navisite Inc. more efficient and agile.
• Effectively governing the service management processes using a metrics driven approach and driving organizational changes to ensure operational efficiency and a seamless client experience.
• Driving accountability within Process Governance for results within the group and map out continuous improvement goals to drive execution rigor and productivity.
• Establishing a thorough view of the end to end operational business process with appropriate metrics and measures.
• Overseeing appropriate checks and balances in the process to ensure deviations are flagged in a timely manner.
• Driving key discussions and initiatives using an quantitative and analytical approach across leadership.
• Implementing a light-weight Agile Service Management by reviewing and eliminating redundant or unnecessary process steps with a view of simplifying the overall processes and abstracting complexity from the clients.

Sep 2015 – Oct 2016 · 1 yr 1 mo

• Effective sourcing governance and partner oversight to efficiently execute business-aligned IT sourcing strategy for Sears Holdings Corporation.
• Responsible for developing positive, long-term, results-driven relationships with internal and external service providers
• Service level monitoring of support partners and review the performance reports
• Liaising with vendors and internal customers to identify and implement value-added, industry standard best practices to achieve operational efficiency
• Working effectively with partners, stakeholders and peers from multiple groups within the organization who are key to the success of sourcing governance

Apr 2012 – Aug 2015 · 3 yrs 4 mos

• Enabling the strategic commitment to improve the organization’s overall effectiveness by enhancing & managing the knowledge assets to ensure that the organization has the right knowledge at the right time and place for better decision making.
• Implementing an Omnichannel Service Support to the clients via Social Media for elevated Client Experience.
• Bridging the gap between Business and IT with the internal Social Media for quickest and effective service delivery.

Nov 2010 – Apr 2012 · 1 yr 5 mos · Bangalore

• Managed enterprise storage and cloud transition programs across virtualization and IaaS platforms, ensuring seamless migrations with zero data loss.
• Established standardized transition frameworks aligned to ITIL, accelerating handovers and reducing transition timelines by 20%.

Feb 2009 – Nov 2010 · 1 yr 9 mos

• Led knowledge governance, service delivery, and change management for enterprise clients; member of Change Advisory Board ensuring zero-defect transitions.
• Drove service continuity and compliance improvements, strengthening IT operations resilience across multiple global delivery centers.

Aug 2008 – Feb 2009 · 6 mos

• Started the career with IBM India in support services of Mainframes (RACF, JES, VPS, z/OS, TPX).

Jun 2006 – Jul 2008 · 2 yrs 1 mo

• Coordinated end-to-end software delivery for online learning platforms, bridging business requirements with design and development teams.
• Built early expertise in stakeholder management and project documentation, laying the foundation for later large-scale transformation leadership.