Gautam Singh

• ServiceNow Platform Owner, Governance and Compliance, Audit Management, Product Management, Solution Design, Client Handling, Stakeholder Management, Strategic Decision Making, End to End Implementation, Transition Planning, SOW discussion and negotiation
• ServiceNow Platform Leadership: Strategic ServiceNow Platform Owner and Service Delivery Manager with hands-on expertise across ITSM, ITOM, ITAM, and ITBM modules, driving enterprise-wide digital transformation.
• Delivery & Team Leadership: Proven track record of leading end-to-end project implementations, successfully directing cross-functional teams of 15 to 30 members to deliver complex platform solutions.
• Executive & Stakeholder Management: Trusted advisor adept at conducting strategic and tactical alignments with executive leadership, including high-stakes contractual SLA negotiations.
• Business Analysis & Architecture: Expert in requirement elicitation (workshops, focus groups, workflow analysis) and translating stakeholder needs into actionable user stories, customized developer requirements, and robust self-service workflows.
• Data-Driven Governance: Analytical leader skilled in performing deep-dive data analysis for migration projects, conducting process reviews against contractual metrics, and quantifying the financial and operational impact of platform changes to support C-suite recommendations.

· ITSM & Transition Leadership: Expert in executing full-scale ITIL/ITSM framework implementations, process engineering, and end-to-end service transitions across complex enterprise environments.

· Strategic Consulting: Proven track record in Process Consulting, Maturity Assessments, GAP analysis, Process Governance, and rigorous Process Audits to drive operational excellence.

· Stakeholder & Executive Management: Adept at interfacing with internal stakeholders, external vendors, and global teams, with demonstrated comfort presenting to and advising Executive Management.

· Service Integration (SIAM): Deep understanding of diverse Lines of Business, multi-vendor ecosystems, collaborative "Ways of Working," and cross-vendor SLA management within a unified Service Integration Framework.

Strategic Planning & Solution Architecture

· Established and executed strategic and tactical roadmaps for organization-wide ITIL/ITSM framework implementations, aligning interdependencies across People, Processes, Tools, and Suppliers.

· Architected and costed comprehensive Service Management solutions, accurately defining resource requirements (People, Process, Tools) to establish robust Service Integration Frameworks.

· Led critical Due Diligence, maturity assessments, and high-value ITSM implementation projects as a Lead Consultant, ensuring strategic alignment with client business objectives.

Transition, Deployment & Technical Delivery

· Spearheaded process development and engineering initiatives, leading high-impact implementation and continuous service improvement projects.

· Partnered with clients, Project Managers, and Solution Architects to gather complex business requirements and translate them into actionable deployment strategies.

· Collaborated with development teams to configure, test, and deploy functional service catalogues within enterprise ITSM systems.

· Leveraged technical expertise in leading ITSM platforms, including ServiceNow and Remedy, to automate workflows and optimize service delivery.

• Spearheaded End-to-End (E2E) Service Request and Catalogue deployments for concurrent projects, ensuring 100% compliance with CSC standards.
• Partnered with clients and Project Managers to translate complex business requirements into automated workflows, reducing deployment cycles.
• Collaborated with development teams to configure, test, and deploy functional service catalogues, onboarding over global end-users.
• Leveraged technical expertise in ServiceNow (SNOW) and Remedy to migrate legacy systems, improving platform accessibility.

• WFM System Administration: Administered Community WFM, optimizing system configurations to streamline scheduling, adherence, and reporting workflows.
• Strategic Staffing & Forecasting: Forecasted manpower requirements for new and existing projects, delivering data-backed capacity models that aligned headcount with fluctuating volume.
• Data-Driven Performance Optimization: Analyzed project efficiency and historical trends, developing actionable models that improved operational efficiency and overall productivity.

• Managed tier-1 through tier-5 customer accounts for Bank of America, delivering tailored banking solutions to a high-volume client base.
• Educated customers on digital banking platforms and features, promoting self-service options and improving overall user adoption.
• Resolved complex customer inquiries regarding account management, transaction disputes, and banking products with a focus on first-contact resolution.
• Spearheaded team engagement initiatives and process fun activities as the designated ASSET SPOC, boosting workplace morale.
• Facilitated team training and communication by cascading critical process updates, policy changes, and procedural guidelines.
• Maintained and organized comprehensive associate performance and operational data, ensuring accurate reporting and team alignment.

• Managed domestic and international patient inquiries, serving as primary liaison to streamline hospital services and ensure seamless communication, improving patient experience.
• Coordinated specialized health package appointments, collaborating with medical staff to optimize provider schedules and enhance clinic efficiency, reducing wait times for patients.
• Facilitated patient-provider matching, clearly communicating physician details and preparing patients for upcoming consultations.
• Conducted proactive post-treatment follow-ups, verifying service entitlement, collecting patient feedback, and monitoring ongoing recovery to maintain high patient satisfaction.