ServiceNow Service Delivery Manager
Send a job offer directly to this candidate
I bring over 22 years of expertise in Enterprise Service Management implementation, consultancy, advisory, and program management. My experience spans large-scale, multi-million-dollar projects across diverse industry verticals, including Hi-Tech, Pharma, Insurance, Finance, and Healthcare. I have successfully led turnkey engagements in Digital Transformation, Process Implementation, and Deployment, with a focus on IT Service & Operations Management, HR Service Delivery, and Customer Service Management.
Implemented on ServiceNow: ITSM, ITOM, ITAM, SPM, HRSD, CSM, WSD, CSM, ITBM and AppEngine - custom applications on the NOW platform.
Input Zero Technologies Pvt Ltd, Bangalore, India
Senior Service Delivery Manager August 2023 – April 2025
Led end-to-end service delivery, ensuring high-quality solutions for customers. Engaged business leaders optimize IT operations, drive automation, and deliver measurable improvements in efficiency and customer experience.
Established IT Service Management (ITSM) and Service Delivery practices, improving incident resolution and change management processes.
Spearheaded strategic planning and budget management, optimizing IT investments and operational resources.
Managed key stakeholder relationships, resolving escalations and driving customer satisfaction strategies.
Led cross-functional teams, mentoring and developing talent for service excellence.
Stridely Solution India Pvt Ltd, Ahmedabad, India
Delivery Manager December 2022 – May 2023
Focused on enhancing company processes and delivery methods for Stridely's customers. Improved the customer portal GUI after consulting with an internal UI/UX expert, proposed a new portal within a week, and successfully demonstrated it to the customer. Played a key role in establishing the ServiceNow practice at Stridely, which involved coordinating with the ServiceNow partner team for enrollment as a Consulting and Implementation partner.
BT e-Serv (India) Private Limited, Bangalore, India
Software Engineer Manager July 2019 – August 2022
Managed a team of 95+ members to deliver application support and manage new business demands using Agile and EMP methodologies. Transformed a COTS product to handle nearly one million daily transactions, improving efficiency and scalability.
Streamlined processes and governance through best practices and tool adoption. Implemented DevOps practices, including code coverage, automated testing, and continuous deployment. Centralized application and infrastructure performance monitoring with
ELK implementation. Developed a custom tool (BOLT) for bulk order load testing. Migrated complex application infrastructure to an on-premises cloud platform. Defined a 3-year roadmap for technology adoption to support business objectives and FTTP rollout.
Colt Technology Services India Private Ltd (Colt Technologies, UK)
Technical Manager October 2010 – June 2019
Rationalized ITSM and Service Catalogue applications to ServiceNow, implementing CMDB, ITOM, ITSM, and GRC modules. Enhanced and provided application support for various order management and workflow management tools (XTRAC). Migrated and implemented business logic for Oracle 11i order management application to Oracle Siebel. Provided leadership for a 45+ member team responsible for Oracle Siebel Order Management enhancement and production support.
Incident, Problem, and Change Management processes using BMC Remedy.
Wipro Technologies Pvt. Ltd
Technical Manager July 2005 – October 2010
Led the implementation of ITSM suites based on ITIL best practices, focusing on people, process, technology, and information for integrated IT infrastructure solutions. Implemented a greenfield ITSM suite and developed Standard Operating Procedures (SOPs).
Streamlined deployment processes by creating continuous integration tools. Built, tested, and deployed scalable, highly available, and modular software products. Modified existing software to address errors, enhance compatibility, and improve performance. Designed and directed data migration for a Service Request Management (SRM) 2.2 Catalogue Import tool.
Computation in Computer (CIC) from IGNOU in the year 2001
Bachelor of Science in Mathematics with 64% from Saurashtra University in the year 2001
