Headline

Service Delivery Leader | ServiceNow ITSM SPM CSDM 5 | Digital Transformation | Process Excellence | PMP certified Project Manager | IT Digital Office | Lean Agile PM | PMO | Performance Analytics | Kaizen Specialist

About

Award-winning PMP certified Senior IT Delivery Leader with 14 years of experience spearheading complex Digital Transformation, ServiceNow ITSM & CMDB evolution and business analysis across Telecommunications and Investment Banking Compliance & Risk Management. In my latest role, I owned the business services governance & KPI performance measurement platform within IT Digital Office. I have steered and led global agile project teams for over 8 years, managing strategic IT transition initiatives from ideation to rollout ensuring precision & timeliness, building trusted customer relationships along the way. ITSM Service Management: ITIL V4 certified expert in ServiceNow ITSM Management covering change, incident, service request, problem and demand process governance, also focusing on CSDM 5-compliant CMDB adoption to stay on track with rapidly evolving ServiceNow capabilities. Vendor Governance Workflow Automation: Automated the approval workflow for 105 standalone Business Services Steering SLAs into integrated contract-wise dashboards for three vendor agencies streamlining IT performance governance minimizing process delays by 70% per report per user. Lean Management Specialist - optimizing processes & workflows to eliminate redundancies and enable continuous improvement in business value delivery (Kaizen) with consistency and precision. PMP Certified Project Manager: Steered all operational, strategic and business-driven projects end to end for my function using Agile and Hybrid management approaches tailored to phase-wise, cost, schedule and scoping requirements, each project spanning between 6 to 18 months. AI adoption using Copilot AI and native LLM gateways to optimize my routine PM responsibilities while allowing me to focus on critical thinking, stakeholder management and decision making. Strong focus on stakeholder engagement and business value by instituting regular business feedback loops, operational reviews, executive summaries and all other communications with our business, leadership, suppliers and internal teams. Great with project management tools and enterprise apps like JIRA, MS Azure Boards, MS Project & SharePoint to govern stages of the project (Initiation, Planning, Execution, Resource Management, Monitoring, Controlling, Validation, Risk Management, Delivery & Operations handover). Managed the knowledge base repository comprising all Product Requirement Documents (PRDs), RAID logs, RBS, WBS, Requirement Traceability Matrices, Change Logs, RACIs, User registers and feature specific KB articles.

Location

Bengaluru

AI stack

claude

gemini

notebooklm

ChatGPT

Microsoft Copilot

Work experience

Service Delivery Manager/Business Analyst – Digital Office at Nokia, Jul 2022 - May 2026 · 3 yrs 11 mos, Bengaluru, Karnataka, India, • Automated the approval workflow for 105 standalone Business Services Steering SLAs into integrated contract-wise dashboards for three vendor agencies streamlining IT performance governance minimizing process delays by 70% per report per user. • Operationalized 3 new service desk KPIs and performance governance strategies following a new vendor transition via ServiceNow ITSM & SPM for IT Services Governance Board. • Revamped our reporting product from ground zero to ServiceNow OOB - removing additional in-house customization for market-ready enterprise systems for the full IT services portfolio scope. • Managed all tactical, strategic and business-driven projects end to end for my function using Agile and Hybrid management approaches tailored to phase-wise, cost, schedule and scoping requirements, each project spanning between 6 to 18 months. • Delivered an AI-driven module for proactive detection of data anomalies in the ServiceNow ITSM change, incident, service request, problem and demand processes. • Governed all stages of the project (Initiation, Planning, Execution, Resource Management, Monitoring, Controlling, Validation, Risk Management & Delivery) aided by suitable Agile PM tools and templates including JIRA, MS Azure Boards, MS Project & SharePoint. • AI adoption using Copilot AI and native LLM gateways to optimize my routine PM responsibilities allowing me to focus on stakeholder management and decision making. • Focused strongly on business feedback loops through operational reviews, executive summaries and formal business communications with our business, leadership, suppliers and internal teams. • I specialize in optimizing processes & workflows to eliminate redundancies and enable continuous improvement in business value delivery (Kaizen) with consistency and precision using Lean Management. • Owned the documentation repository for PRDs, RAID logs, RBS, WBS, Requirement Traceability Matrices, Change Logs, RACIs, User registers and KB articles.

Business Analyst Team Lead at State Street Global Advisors, Nov 2016 - Jul 2022 · 5 yrs 9 mos, Bengaluru, Karnataka, India, • Supported SSgA’s Investment Oversight/Compliance teams across Boston, London, Hong Kong and Bangalore for IT change requests and management of Trading Compliance application LatentZero Sentinel. • Served as the Agile Product Owner of the Investment Oversight demand management – owned the Agile Product Backlog for all Sentinel BAU enhancements across APAC & Bangalore, and a co-contributor on the Boston and London regulatory reporting requirements, managed through ServiceNow ITSM process delivery. • Led the development of a unified web application for APAC compliance officers integrating daily holdings for equity and fixed income funds with static market data in one place versus pulling data from three different applications – reducing their daily manual effort by 80%. • Built a functional Learning and Development module that consolidates resources and training material across the firm for an organization-wide initiative for employee onboarding, cross-skilling and upskilling. • Drove Lean performance optimization of key IT transition projects in support of Global Compliance initiatives that directly improved daily way of work for our compliance officers. • Served as the Scrum Master on rotation and led the team’s Agile ceremonies including daily stand-ups, refinement, backlog grooming, poker planning and retrospectives. • Quality Management: Wrote BDD feature files for business driven testing, handled end-to-end trade IT lifecycle testing and led User Acceptance Testing (UATs) & feature reviews to validate the acceptance criteria.

Business Analyst at Societe Generale Global Solution Centre, Oct 2013 - Nov 2016 · 3 yrs 2 mos, • Handle requirement analysis, User liaison and UAT coordination, Functional Knowledge management of the team, aiding Project or Application management. • Primary point of contact for business requirements between the off-shore clients across Paris, London, Hong Kong & Tokyo and the development team in Bangalore. • Owner of the team’s ‘Run The Bank (RTB)’ Product Backlog – to set priorities on work product according to the agreed iteration goals in a Continuous Delivery setup. • Equip developers to work independently on functional concepts and resolve any queries/concerns arising thereof. • Chief performer of the Global Permanent Supervision Control for the bi-annual recertification of all transactional data received by the application. • Continuous involvement in updating interface agreements and SLAs between my application and the related upstream transactional and referential applications. • Worked briefly on the Behavior Driven Development (BDD) approach - Have been involved in writing specifications as pre-conceived scenarios and use cases via feature file definitions.

Software Engineer at Societe Generale Global Solution Centre, Aug 2012 - Sep 2013 · 1 yr 2 mos, Bangalore, • Played a vital role in initiating the development of injectors from Bangalore using Java– injectors are standalone data integration modules that receive transactional data from various upstream applications and map them to be used by our controls. • Developed a PL/SQL module to update the end user’s work summary status whenever he/she signs in to the application to reflect the latest status. • Developed a PL/SQL module to load bulk data into transactional tables to aid in a study on Transactional data retention and archival, and its impacts on the application. • Responsible for generating and analyzing weekly KPI dashboards on the integration statistics of transactional and referential data, which are often proactively supplemented with further analysis and escalation whenever a discrepancy is identified. • Implementation of Wallet architecture across the application that provided enhanced security and maintainability of the underlying database connections. • As part of a global server migration to LINUX, I have solely set up multiple working environments right from Dev through Production. • Familiar with the configuration, setup and usage of AUTOSYS – the primary scheduling tool used to launch our controls.

Education

B.E, computer science and engineering, B.M.S. Institute of technology

II PUC, Science - PCMB, Christ junior college

Public links

youtube.com: https://youtube.com/@@embracinggracemusic1592