Deepak Kabadwal

About Deepak Kabadwal

Extensive experience in driving service excellence, customer satisfaction, operational efficiency, and digital transformation across complex global enterprise environments.My expertise spans SIAM, ITIL Processes, IT Operations, Automation, Service Governance, and End‑User Experience Management, with a proven track record of leading large‑scale transformation programs that deliver measurable business value.I specialize in:Strategic Service Delivery & Governance: Building high‑performing SIAM frameworks, improving service reliability, and optimizing multi‑vendor environments.Customer Experience Leadership: Consistently improving CSAT/NPS through data‑driven insights, operational simplification, and customer‑centric design.Process Optimization & Automation: Streamlining workflows, reducing cost and MTTR, and scaling automation to eliminate inefficiencies.Global Program Management: Managing multi‑region teams, driving cross‑functional initiatives, and building trusted partnerships across business lines.Data‑Driven Decision Making: Leveraging metrics, KPIs, and analytics to drive continuous improvement and service excellence.I thrive in dynamic environments where technology, customer needs, and operational excellence intersect turning challenges into sustainable business outcomes.Let’s connect if you\'re passionate about transforming IT operations, elevating service performance, and creating world‑class customer experiences.

Experience

1. Associate Director - IT Service Management

   Novartis

   Jun 2021 — Present · Hyderabad, IN

   Accountable for global Service Integration, Governance, and Service Performance ensuring exceptional support quality, operational resilience, and superior customer experience across a multi‑vendor enterprise ecosystem.Key Achievements-Architected a unified Global Service Excellence Framework that raised CSAT from ~87% to ~98% and reduced ticket escalation by ~90% positioning the function as a benchmark for service quality-Matured Problem lifecycle governance by strengthening RCA governance and automated diagnostics, driving a ~73% reduction in MTTR,~60% drop in Major Incidents and ~20K/year reduction in incidents-Increased automated change execution by ~23%, significantly decreasing failed changes and preventing service disruptions-Recovered ~220K human hours/year by deploying automated notification, routing, and ticket‑handling mechanisms-Improved delivery throughput from ~35% to ~80%, unlocking ~4.3K hours annually via process simplification, Lean waste elimination, and streamlined cross‑service orchestration-Established a centralized, ROI‑driven CSI Register enabling prioritization of multi‑vendor transformation initiatives aligned with cost, risk, and modernization strategy.ResponsibilitiesDefine and execute global Service Excellence, CSI, and performance‑transformation strategies, aligning outcomes with enterprise objectives and business value.Govern and optimize multi‑vendor ecosystems, leading strategic SLA/OLA/WLA negotiations, performance assurance, and long‑term value realization.Act as the executive voice of the customer, ensuring service delivery remains aligned with business priorities, operational risk, and user‑experience.Drive enterprise ITSM governance through standardized ITIL adoption, tooling modernization, compliance frameworks, and operational guardrails.Steer cross‑tower service integration to ensure cohesive delivery, effective collaboration, & frictionless operations across global service providers and technology domains.

Education

• DAV Dehradoon

  Bachelor's degree, Social Sciences

  2002 — 2005

• NIIT

  Diploma, Computer Software Engineering

  2006 — 2009

• DAV Dehradoon

  High School, Physics, Chemistry, Maths

  2001 — 2002

Skills

• Oracle
• Requirements Analysis
• Vendor Management
• Incident Management
• Business Analysis
• Quality Auditing
• Sdlc
• Team Management
• Problem Management
• Training
• Sql
• Lean Process Improvement
• Itil
• Software Development Life Cycle (Sdlc)
• IT Service Management
• Change Management