◆ 25 years of experience in Financial Services, Pharmaceuticals, Public Sector, FMCG, Consulting as a Programme/Project Manager, Platform Owner, Service Delivery Manager, Release Manager and Change Management.◆ Extensive experience of implementing digital transformation projects aimed at improving customer capabilities & service.◆ Implemented Agile Service Management principles to mesh with DevOps to deliver operational resilience and delivery excellence.◆ Possess excellent understanding of Agile frameworks and techniques, and experience of pragmatic application of SAFe/Agile/Scrum in a fast-paced environment.◆ Coach resources on Agile principles and provided tools & methodology to improve the working practices and adopt ‘Continuous Integration (CI) & Continuous Deployment (CD)’ into delivery framework.◆ Led Enterprise Service Management projects using ServiceNow to digitise business processes and to leverage the power of the platform. Designed KPIs to measure the business value of technology investment and the return.◆ Delivered operating model, platform governance for ServiceNow Managed Services including setting up target operating model to deliver services for large scale & complex Organisations in a highly regulated environment.◆ Implemented Demand Management process to create/build roadmap, strategy and to manage/shape the demand.◆ Led Global support and Quality assurance to deliver ServiceNow implementation, application & platform management with consistent focus on senior stakeholder management and continuous service improvement.◆ Implemented innovative strategies to manage & deliver backlog of enhancements, technical debt whilst ensuring alignment with the ServiceNow Roadmap.◆ Setup Challenge Board & Governance to minimise the customisation to ServiceNow and use it as close to the out of box whilst ensuring the investment aligns with the overall business strategy.◆ Experienced in effectively managing senior stakeholder engagement and ensuring the risks & issues are presented in a timely manner to mitigate them.◆ Managed relationships with Business stakeholders, decision makers and Vendors to ensure service delivery meet the agreed service levels.◆ Well versed with delivering Change Transformation programmes including Organisational Change Management by conducting workshops, training and education.◆ Areas of Expertise: ITIL, Lean, Six Sigma, CMMI, Siebel/Oracle, ServiceNow.