Provide thought leadership to strategic clients as they look to optimize their business value chain through M&A, strategic outsourcing, or organic transformation across IT, Finance, HR, and Customer Service. Collaboratively build an actionable roadmap that aligns with business objectives while providing continuous incremental value.

Provide strategic guidance to leaders across IT, HR, and Customer Service to transform service delivery aligned to the organization’s desired business outcomes. • Identify actionable KPIs that track how each stakeholder can contribute to these outcomes. • Ensure that the service delivery organization has the right skills, behaviors, roles, and responsibilities, and identify gap remediation where necessary.• Define and implement a governance framework to support the service management office (SMO) for seamless decision making across processes and services, platform, and program.• Identify the impact of the transformation on the key stakeholders to support organizational change management (OCM) campaigns for strategic adoption.• Optimize service management processes to align with common practices, stakeholder aspirations, and platform supportability while removing wastage.

Player-coach for a team of senior business process consultants on delivery of service management solutions. Built team through recruitment and development of members based on business demand, aptitude, and interest. Focussed on growth, career planning, and retention of key people while being their advocate both in customer environments and internallySelected examples from over a dozen consulting projects: • Design and implement the roadmap to transform IT and customer service management in the enterprise • Global business services implementation to deliver transformation of HR, Finance, Legal, and Enterprise Learning services• Process re-design for large defense contractor for IT Service Management

• Planned and executed the enterprise service management (ESM) strategy for IT. • Provided solutions architecture for major projects. • Drove continual service improvement for service management processes. • Led the implementation of new capabilities within service management.

Drive consulting services’ revenues growth and improve profit margins. • Improved profit margin 5% by improving consistency and efficiency of services delivery through standardized set of tools for implementation projects.• Increased pipeline for new services sales with demand generation plays leveraging customer relationship data.

Execute strategic projects, build customer relationships, and develop best practices.* Improved consistency and reduced cost of solution implementations for the services organization by defining, harvesting and documenting best practices around service management implementations. Evangelized best practices at various customer facing events. * Reduced the cost of service delivery and operations for a large insurance company in Hartford, CT through efficient IT processes aligned to the organization model. Led the 23-member team through a $3M project to implement service management (Remedy & CMDB), service assurance (monitoring, event management, service impact management) and service automation (server and client systems software Delivery).* Reduced costs for service operations at a large pharmaceutical company in NJ. Lead a $1.2M project to design and implement IT processes around the ITIL framework using Remedy ITSM and Atrium CMDB.

Delivered consulting services in IT capacity management and IT service management. * Drove service delivery improvements by monitoring systems and processing error events based on configuration items affected to create, prioritize and route incidents. * Drove cost reductions in financial and insurance companies by right-sizing environment based on current and expected demand. Used BEST/1 tools to provide predictive capacity management.

Planned and executed the go-to-market for systems management products from BMC Software across India. Delivered systems integrations in the securities market vertical

Implemented time attendance and access control, office automation and networking solutions for financial, insurance and energy customers. Provided pre-sales support for solution sales

Analyzed, designed, built and implemented geographical information systems (GIS) for managing distribution networks for utility companies. Used Intergraph Facilities Rule-Based Model Management Environment (FRAMME) running on MicroStation and Informix.