Pawan Srivastava

ServiceNow Portfolio Leader with 20+ years of experience in leading platform engineering excellence, designing scalable ServiceNow ecosystems, and driving enterprise-wide technology transformation aligned with architectural standards and CIO strategic objectives. Currently working as Director Engineering at Ameriprise India LLP, spearheading enterprise ServiceNow platform engineering, driving AI-enabled automation, governance, engineering excellence, ServiceNow and Observability platform multi-year transformation roadmap aligned with global business and technology strategy.

Enterprise Service Transformation

Leader driving large-scale platform engineering and end-to-end workflow automation, delivering measurable business value across BFSI, healthcare, and retail domains. AI-first digital transformation leader leveraging Agentic AI, GenAI (Now Assist, Virtual Agents) & intelligent automation to enhance service operations, elevate end-user experience, increase self-service deflection & improve workforce efficiency. AIOps & Observability Leader specializing in designing & governing enterprise-grade observability platforms using Dynatrace, Sumo Logic, AppNeta, and DX NetOps, driving proactive incident management, enhanced operational resilience, and real-time service assurance.

Director Engineering — ServiceNow (Platform Owner) at Ameriprise India LLP (2024-12 – Present)

• Platform Engineering & Talent Scaling: Accelerated scaling of high-performing platform engineering organization by hiring, continuously upskilling, and retaining blended FTE and vendor teams aligned with enterprise technology vision.
• Enterprise Architecture & Governance Leadership: Providing technical and functional leadership to Development, Operations, and Architecture teams while ensuring alignment with Enterprise Architecture standards, enforcing platform governance through QualityCloud, reducing technical debt, and enhancing ServiceNow scalability, security, and performance.
• Strategic Roadmap Execution: Defining and executing a multi-year ServiceNow roadmap aligned with CIO and business priorities, ensuring governed and value-driven platform evolution.
• End-to-End ServiceNow Platform Transformation: Elevating ServiceNow platform maturity across ITSM, CMDB, asset management (HAM/SAM), and strategic workflows (APM/EA, SecOps- SIR, VR, SPC, IRM, BCM) while transforming HR Service Delivery by automating HR processes and improve the employee experience (HRSD) to optimize service resolution cycle, minimize MTTR, and drive measurable business impact
• AI, AIOps & Observability Enablement: Enabling Agentic AI, Now Assist & GenAI capabilities while managing AIOps and observability teams across Dynatrace, Sumo Logic, AppNeta, and DX NetOps to drive proactive operations and faster Resolution.
• Key Highlights: Doubled ServiceNow platform adoption & value realization by scaling portfolio delivery across the modules & Enterprise Service Catalog; drove 10%+ self-service deflection via catalog modernization.

Director Capability — ServiceNow & Service Management Consulting Practice Leader at United Health Group / Optum Global Solutions (2013-09 – 2024-12)

Built and scaled a premier ServiceNow consulting practice from the ground up, directing a high-performing team of platform engineers, architects, and ITSM consultants to deliver complex client transformations.

• Led End-to-End ServiceNow Platform Strategy & Lifecycle Management: Directed the complete ServiceNow platform lifecycle across multiple US healthcare clients, encompassing enterprise architecture (shared and dedicated instances), large-scale legacy transformations, platform upgrades, capability rollouts, governance, and production operations to ensure scalability, resilience, and business alignment.
• Led large-scale legacy-to-ServiceNow transformations, deploying core modules (ITSM, ITBM, ITOM, CMDB, ITAM, PA, and ATF) that radically improved platform stability and minimized future upgrade cycle times.
• Matured ITOM and CMDB frameworks to comply with strict Federal regulations, vastly improving asset visibility, data accuracy, and audit readiness in highly regulated environments.
• Engineered a shared services operating model that secured ~30 % reduction in operational costs while modernizing the end-customer service delivery experience.
• Drove Strategy, Deals & Operating Model Transformation: Enabled MPP deal suctioning, CIO-level roadmap definition, shared services operating model, GCC expansion, vendor governance, and continuous improvement through value-driven transformation initiatives.

Lead Quality — Process Excellence & Governance at HCL Technologies (2011-10 – 2013-08)

• CMMI Level 5 (SVC) Certification Leadership: Led successful CMMI Level 5 (SVC) certification by benchmarking enterprise service management processes against global best practices, strengthening organizational credibility, process excellence, and client confidence.
• Governance, Performance & Customer Excellence: Established enterprise-wide governance, performance dashboards, and CSAT measurement frameworks, enabling data-driven decision-making, process compliance, risk visibility, and continuous service improvement.

System Analyst at Nucleus Software Exports Ltd (2011-04 – 2011-10)

• Agile Transformation Leadership: Championed agile transformation across product engineering teams by institutionalizing modern ways of working, fostering cross-functional collaboration, and enabling iterative value delivery.

Senior Analyst Quality at Computer Sciences Corporation (2007-04 – 2011-04)

• SMO Establishment & Governance: Established a Service Management Office (SMO) for one of India's largest offshore managed services engagements, defining governance frameworks, SLA standards, and operating models to drive scalable and efficient service delivery.
• Service Governance & Operational Excellence: Implemented robust service governance, performance management, and assurance frameworks, enhancing operational efficiency, accountability, and service outcomes.
• Lean Six Sigma Value Realization: Delivered sustained client value through Lean Six Sigma, process re-engineering, and optimization initiatives, consistently improving productivity and quality metrics.
• Continuous Improvement & Process Optimization: Led Kaizen-driven continuous improvement programs, streamlining operations, eliminating inefficiencies, and accelerating service delivery excellence.

Software Engineer at HCL Technologies (2005-09 – 2007-04)

• Process Compliance & Six Sigma DNA Building: Conducted process & Six Sigma basics trainings, compliance audits, process facilitation, and metrics reporting across the business unit, ensuring adherence to quality & delivery standards.

MS in Consultancy Management – BITS Pilani

Masters in Total Quality Management (MTQM) – Lucknow University

B.Sc in Statistics – Lucknow Christian College