Debojit Das

About Debojit Das

Dedicated, Passionate, Output driven, Result oriented and highly Focused Service Governance Manager with 12+ years of IT Experience in ServiceNow Consulting, Program & Project Management, ITIL - Service Management & SIAM services across Retail, BFSI, Automobile & Manufacturing Business Units (Leading Major Incident, Problem, Change, SLM, Release-Deployment, Service Request & CMDB Management). I am a focused ITSM Architect who brings a visionary, execution-focused approach to AI, consistently going beyond expectations to deliver innovation at scale, enable technology-led transformation, and create sustained value for clients and organizations.Highly customer-focused, operational Leader, hosting and conducting Quality audits & SLA checks, Improvement Plan, Strategy on fulfilling KPI’s, Risk, Security and Compliance parameters across global Teams. An Expert on Business Consulting, Process Governance, ITIL, SIAM, ServiceNow, Reporting (MS Office & Power BI) & Delivery Presentations (PMR, QBR, MSR, WSR, etc).Managed Services Expert who consistently strive to translate emerging technologies into scalable, high-impact solutions leveraging AI, innovation, and advanced technology to deliver measurable business value and superior client outcomes. A strong Hands-On experience in Enterprise Change Management and ITIL Change Management practices for Global Service Delivery Operations (US, CA, Mexico, EMEA, Middle-East, APAC and AUS clients) handling, hosting and managing critical Change Implementations/ Network upgrades/ Global Mainframe maintenances and similar highly important & client focused activities post approval in Executive CAB meetings. Global CAB owner and Facilitated various Business critical Upgrades/Deployments having very high client visibility and financial Impact.Specialist in ServiceNow, SIAM & ITSM | Program & Project Management | Customer Retention | Operational Excellence | CSAT | SLA & KPI | 3rd Party, Vendor/OEM - Escalations & Engagement | SCRUM | AgileThe most memorable moment was when Rewarded \"Excellent Performance Star Award\" for achieving 3 times (Hatrick) CSAT Employee of the Year recognitions in Wipro Technologies - 2015, 2016 & 2017 for always going an extra step and drive organizational excellence.Throughout my experience, I have and continue endorsing company’s vision and mission on various forums and have solidified organisational brand value building delighted Customers and delivering Innovative, Fast & Collaborative solutions during Business critical Outages or Major Incidents in Global IT Infrastructure Services.

Experience

1. Associate Consultant - Delivery Manager

   Tata Consultancy Services

   Jan 2024 — Present · Kolkata, IN

   Role - SDM / IT Delivery ManagerResponsibility - Service Delivery Manager of Cross-Functional-Services (ServiceNow, ITSM, SIAM, Tools and Service Desk).Led a team of multiple consultants & administrators in delivering strategic advisory services to Fortune 500 clients, resulting in a 15% increase in overall client satisfaction ratings.Developed and implemented a comprehensive market entry strategy and ITIL Service Delivery for a global Automobile company.Led a cross-functional Infrastructure team (200+ associates globally) in redesigning the supply chain processes for a manufacturing client, resulting in a 20% reduction in lead time and a cost savings of $1.2 million annually.Collaborated with clients\' executive teams to design and implement organizational restructuring plans, resulting in improved operational efficiency and cost reduction.Responsible for making sure that services are being seamlessly delivered to the clients | In charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking SLA & KPI adherences, ensuring whether ITIL Processes are effectively followed and managing Budgets | Run and Lead short discovery strategy phases of work, develop business transformation vision, value roadmap, high-level target solution designs, target experiences | Provide expert advice on shaping complex platform transformation programs | Planning and Designing the program and proactively monitoring its progress, resolving issues and initiating appropriate corrective action | Defining and Auditing the program\'s governance arrangements |Communicate effectively across all organizational and technical boundariesPlan and Develop the Project Idea per SOW and create relative SOPsCreate and Lead the A-Team which includes both Technical & Process ExpertsMonitor Project Progress and Set Deadlines to Technical teams. Ensure Stakeholder Satisfaction.Evaluate Project Performance and provide Appraisal Rating to Team

Education

• Hartley Public School - India

  Madhyamik (10th Standard), Science

• West Bengal University of Technology, Kolkata

  Bachelor of Technology - BTech, Electrical, Electronics and Communications Engineering

• Patha Bhavan, Kolkata

  Higher secondary, Pure Science with Biology