John Paul Dilli Babu
Service Management & Servicenow Consultant @Tata Consultancy Services
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WORK HISTORY
Service Management & Servicenow Consultant @Tata Consultancy Services
Edinburgh, GB
As a ServiceNow Consultant specializing in IT Service Management (ITSM), IT Asset Management (ITAM), and IT Operations Management (ITOM), I partner with IT, Infrastructure, Security, and Finance stakeholders to design and deliver scalable, workflow-driven solutions that improve service delivery, operational visibility, and governance.I lead end-to-end implementations across Incident, Problem, Change, Request, CMDB, Discovery, Service Mapping, and Asset Management, ensuring alignment between service operations and asset lifecycle data. My work focuses on strengthening CMDB integrity, improving change risk assessment through accurate CI relationships, and enhancing service reliability through operational insights.By integrating ITAM and ITOM capabilities with core ITSM processes, I help organizations achieve better impact analysis, faster incident resolution, improved audit readiness, and stronger cost transparency across hardware and software estates. I have supported multiple regional rollouts, driving requirements workshops, solution design, UAT coordination, go-live execution, and post-implementation optimization.A key part of my role involves establishing governance frameworks, improving data quality standards, and implementing automation to reduce manual effort and increase operational efficiency. I also translate operational metrics, such as service performance, asset risk exposure, and infrastructure health, into business-focused insights for leadership decision-making.
EDUCATION
Loyola College
Bachelor's degree, Business/Commerce, General
Loyola College
Master’s in Business Administration, Human Resources Management and Services
ABOUT JOHN PAUL DILLI BABU
I’m a Strategic ServiceNow & ITSM Consultant with 18+ years in IT and 15+ years on the ServiceNow platform, specialising in enterprise-scale service transformation across complex, regulated environments.I help organisations stabilise, scale, and extract real business value from ServiceNow, transforming fragmented ITSM, ITOM, and asset landscapes into reliable, data-driven service operations. My work typically focuses on improving service visibility, operational efficiency, and change reliability, while reducing cost, risk, and manual effort.What I deliverEnterprise ITSM & ITOM transformations improving MTTR by 30–45%, increasing SLA compliance by ~25%, and delivering $1–2.5M+ annual operational savingsCMDB & CSDM-aligned architectures governing 500k–1M+ CIs, lifting data accuracy to 95%+ and reducing failed changes by ~40%Automation-led service operations, cutting manual effort by 35–50% and accelerating request fulfilment by up to 40%Large-scale ServiceNow migrations and platform modernisation, delivering secure, auditable cutovers with minimal business disruptionHow I workI’m known for being action-oriented, pragmatic, and outcome-driven, able to translate complex technical challenges into clear business outcomes. I regularly operate at the intersection of architecture, delivery, and stakeholder engagement, shaping platform strategy while leading multi-vendor teams through execution.I’ve led and delivered programmes across global enterprises including CNA Insurance, Suncorp Bank, Telstra, New York Life Insurance, Allianz SE, AXA UK, and Standard Life (Phoenix Group).What I valueI care deeply about client advocacy, inclusivity, and sustainable delivery. I’m experienced in working with neurodiverse teams, and I actively champion environments where adaptability, clarity, and continuous improvement are built into the way teams operate, not bolted on.If you’re looking to optimise ServiceNow at scale, improve service reliability, or turn platform investment into measurable business value, let’s connect.
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