Jul 2024 – Oct 2025 · 1 yr 3 mos · Kochi, Kerala, India · Hybrid

• Senior Practice Manager for EY Technology Consulting Practice - ServiceNow Transformation and Advisory. Core duties:
• 1. Build and execute global ServiceNow practice strategy
• 2. Drive presales, solutions development and technical delivery
• 3. Collaborate with regional sales leaders, partners and clients to design and deliver industry specifc ServiceNow solutions powered by AI and ML capabilities
• 4. Accountable for delivery of digital transformation programs leveraging ServiceNow platform (Product Lines include ITSM, ITOM, HRSD, GRC, CSM and SPM)
• 5. Responsible to build partner relationships and ecosystem
• 6. Talent acquiring, skilling and hiring

Feb 2023 – Jun 2024 · 1 yr 4 mos · Bengaluru, Karnataka, India · Hybrid

• Direct and accelerate ServiceNow IT Service Management (ITSM) and IT Operations Management (ITOM) Automation programs leveraging ServiceNow AI powered digital workflow automation capabilities for client resulting in improved service performance, productivity, high ROI and superior customer experience
• Lead a team of architects, engineers and technical leads and enable client demos, solutions development and technical delivery by building high performance teams and fostering strong client relationships

Dec 2021 – Feb 2023 · 1 yr 2 mos · Bengaluru, Karnataka, India · Hybrid

• Directed a team of 50+ digital talents, and promoted the 2X growth charter of ServiceNow AIOps, Observability/ITOM Automation practice as a Geo Lead for US and UK/Europe regions
• Championed pre-sales, Go-to-Market (GTM), partner enablement, client demos, solutions development, technical delivery and hiring
• Conducted assessments, gap analysis, RFPs/SOW reviews, designed future state roadmaps, SOPs and implemented ServiceNow ITOM solutions.

Dec 2020 – Dec 2021 · 1 yr · Chennai, Tamil Nadu, India · Hybrid

• Champion strategy & execution for digital transformation projects using AI, ML and Big Data technologies for Healthcare and Media clients
• Managed a global team of 20+ associates, designing and delivering digital transformation solutions to solve business problems, realize quick ROI, accelerate operational excellence, optimize productivity, and enhance customer experience
• Project planning, delivery and technology consulting for UK/Europe based client engagements

Mar 2019 – Oct 2019 · 7 mos · On-site

• Lead and enable enterprise digital transformation initiatives including analysis, planning, design and execution of ITSM process/tool standardization and optimization programs for an Insurance client.

Mar 2017 – May 2020 · 3 yrs 2 mos · On-site

• Champion ServiceNow Practice Strategy, Presales, Solutions Development and Technical Delivery for digital transformation programs
• Led a team of 10+ consultants, engineers and project leads (onsite & offshore), collaborate with clients stakeholders, global implementation partners and delivery teams to design and deliver digital transformation programs ranging from $3M - $5M for Fortune 500 Corporations to improve efficiency, productivity, reduce cost and achieve high ROI

Mar 2017 – Jun 2018 · 1 yr 3 mos · On-site

• IT Capability Maturity Assessment, ITSM Process/Tool Standardization, Design and Implementation Support for healthcare client - Kaiser Permanente in a multi-vendor global service delivery environment.

Apr 2016 – Dec 2016 · 8 mos · Sunnyvale, California, United States · On-site

• Standardize regional policies from APAC, EMEA and AMER regions into global policies as the Global ITSM Subject Matter Expert
• Reviewed regional processes, identified gaps in current operations, and implemented service improvements globally
• Established global ITSM governance, enabling standardization and improvement of enterprise tools like Remedy, ServiceNow and Siebel for Network Operations Center (NOC)
• Integrated ITSM/ITIL concepts into process documentation and workflows to reinforce industry best pratices.

Jul 2013 – Mar 2016 · 2 yrs 8 mos · Madison, Wisconsin, United States · On-site

• Lead and manage multiple IT infrastructure and application standardization, process transformation and improvement projects from initiation through planning, execution and support for 5 business divisions in Wisconsin Department of Transportation.

Apr 2012 – Jun 2013 · 1 yr 2 mos · Madison, Wisconsin, United States · On-site

• As a Project Lead for IT Strategy, Architecture and Budget unit successfully delivered multiple IT Infrastructure and application transformation projects on time and within budget with 95% business customer satisfaction.

Jan 2011 – Dec 2011 · 11 mos · Los Angeles, California, United States · On-site

• Responsible to lead and manage IT Infrastructure Cross functional services delivery teams in North America and offshore teams in India. Accountable for IT Service Management Design, Implementation and Service Management Office (SMO) operations in a global service delivery environment.

Aug 2010 – Jan 2011 · 5 mos · Pleasanton, California, United States · On-site

• Champion Enterprise IT Process and Service Management, Process Maturity Assessment, Service Catalog service definition and Consulting for Kaiser Permanente End User Services Organization.

Mar 2010 – Jul 2010 · 4 mos · Boston, Massachusetts, United States · On-site

• Lead Business Process and Systems Analysis efforts, ITSM Platform assessment, Solution Architecture, Governance and Consulting.

Apr 2008 – Jul 2010 · 2 yrs 3 mos · India / North America · On-site

• Delivered business value added programs based on ISO 20000, ITIL V3 and CMMI best practices. Enabled ITSM Governance, setup Service Management Office (SMO) and delivered Business Process Optimization, Support Presales, Transformation and Process Assurance solutions for several Fortune 500 Corporations
• Led a team of 10+ consultants and project leads (onsite & offshore), collaborate with clients stakeholders, global implementation partners and delivery teams to design and execute ITSM/ITIL transformation programs to improve efficiency, productivity, reduce cost and achieve high ROI

Sep 2006 – Dec 2007 · 1 yr 3 mos · Chennai, Tamil Nadu, India · On-site

• Infrastructure Services Delivery, Centre of Excellence (CoE), IT Service Management implementation support in a managed services environment.

Jun 2004 – Dec 2005 · 1 yr 6 mos · Bengaluru, Karnataka, India · On-site

• Operations Manager for IBM global accounts based in Europe/UK. Delivered CRM Siebel application support as a Problem Manager and received appreciation for exceeding SLA commitments for 2 consecutive quarters.