Saurabh Singh

About Saurabh Singh

Currently working as a Support Account Manager at ServiceNow, I am proud to be part of a team dedicated to transforming the way people work. In this role, I serve as a central point of contact for high-profile, strategic customers, ensuring exceptional service through both proactive and reactive support. I lead cross-functional initiatives to resolve critical issues, manage service level agreements, and deliver business value by aligning ServiceNow’s applications and features with customer needs. Comfortable engaging with stakeholders at all levels, including C-suite, I aim to create a seamless experience that drives customer success and continual improvement.With over 9 years of experience in IT Service Management (ITSM), cloud support, and incident management, I bring a deep understanding of ITIL processes and service delivery management in global enterprise environments. My certifications in ITIL v4, Microsoft Azure & Scrum Master coupled with extensive hands-on experience, enable me to contribute effectively in high-stakes situations, delivering reliable, scalable solutions.Driven by a collaborative mindset and passion for innovation, I’m committed to personal and professional growth, always looking to stay ahead in the industry. Whether it’s mentoring team members or finding solutions to complex challenges, I am dedicated to making a positive impact in the workplace.

Experience

1. Support Account Manager

   ServiceNow

   Jul 2024 — Present · Hyderabad, IN

   As a Support Account Manager (SAM) at ServiceNow, I play a pivotal role in ensuring exceptional customer satisfaction by delivering both proactive and reactive support. Acting as the central contact for high-profile customers, I coordinate cross-functional teams to resolve issues efficiently, presenting updates to all levels of management, including C-Level stakeholders.Leveraging advanced software management tools, I proactively identify and mitigate service degradation risks to minimize business impact. My responsibilities include facilitating regular customer meetings, managing service level agreements (SLAs), and driving continuous improvement through performance reviews and trend analysis.Key Skills and Expertise:1. Strong communication skills, comfortable engaging with senior and C-level management2.Expertise in ITSM and ITIL processes, with experience in service delivery management3.Broad technical understanding of cloud software environments and enterprise deployments4.Skilled in managing technical support teams under tight schedules in global environments5.Collaborative mindset with a focus on measurable business value and customer trust

Education

• Bharat Mata Higher Secondary School

  Middle School Diploma, General Subjects

  1998 — 2007

• Kalyani Central Model School

  SSC, English, Hindi, Science, Social Studies, Maths

  2008 — 2009

• Dolphin International Residential School, Sejbahar, Raipur

  Middle School Diploma, General Subjects

  2007 — 2008

• Rungta College of Engineering & Technology Behind Nandanvan

  Bachelor of Engineering (B.E.), Computer Science

  2011 — 2015

• Adarsh Vidyalaya English Medium Higher Secondary School

  High School, Physics, Chemistry, Maths, English & Hindi

  2010 — 2011