Santosh Mohan Raj Chettri

Results-driven IT Project Manager with 10+ years of experience delivering enterprise ITSM and ServiceNow solutions in global environments. Track record of managing projects from $200K to $800K, leading cross-functional teams of 15–20, and driving 20–30% improvements in service efficiency through process optimization, automation, and system integrations. Skilled in Agile and ITIL frameworks with consistent on-time, within-budget delivery.

Project Manager - Capgemini - Bangalore, India

(2019-01 - 2025-06)

Led ServiceNow ITSM implementations, achieving 20–30% improvement in service efficiency across enterprise environments.

• Managed cross-functional teams of 15–20 members, including developers, business analysts, and operations personnel.
• Oversaw project budgets of $200K–$800K, maintaining financial control and delivering within scope and timelines.
• Deployed AI-driven chatbot solutions that reduced manual service desk workload and improved customer response times.
• Directed full project lifecycle—requirements gathering, UAT, go-live, and Early Life Support (ELS).
• Integrated enterprise monitoring tools (Splunk, IBM Monitoring, Opsview, Azure) to enhance system visibility.
• Improved SLA compliance by 25% and reduced incident resolution time on a high-priority ServiceNow transformation project.
• Proactively managed risks, dependencies, and stakeholder communication to ensure successful project outcomes.

Technical Consultant - KPIT Technologies - Bangalore, India

(2015-07 - 2018-10)

Supported ServiceNow ITSM operations and enhancements for enterprise clients.

• Managed BMC Remedy incidents and the full change management lifecycle.
• Customized ITSM modules to streamline workflows and improve end-user experience.
• Administered Remedyforce environments and maintained platform stability.
• Developed knowledge articles that reduced repeat incidents and improved first-call resolution.

Support Engineer - BMC Software - Pune, India

(2013-06 - 2015-06)

• Led Remedy upgrade planning and coordinated server provisioning activities.
• Installed and upgraded Remedy v8.1 components across multiple environments.
• Executed testing and validation procedures post-upgrade to ensure stability.
• Managed go-live activities and provided post-production support.

Executive Master's - Project Management - University of the Cumberlands (2027-05)

Bachelor - Computer Applications - SBM Jain College (2012-05)