Kaushal Kishor

About Kaushal Kishor

Strategic Service Delivery Leader with 16+ years of experience driving large-scale SAP and ITSM transformations across global enterprises. Currently leading end-to-end service delivery with a sharp focus on digital transformation, intelligent automation, and data-driven operations—consistently eliminating manual dependencies, improving service reliability, and redefining modern SLA/KPI frameworks aligned to business value.Known for building and scaling automation-first operating models that significantly reduce operational overhead, accelerate shift-left adoption, and enable predictive, self-healing service ecosystems. Strong track record of transforming traditional support models into AI-powered, analytics-driven, and outcome-focused delivery organizations.Own and drive transformation agendas across complex landscapes by integrating ITIL, GRC, and advanced automation frameworks (UiPath and beyond), delivering measurable improvements in cost, efficiency, and service quality at scale.Core strengths and impact areas include: • Enterprise Digital Transformation & Operating Model Redesign • Intelligent Automation (RPA, AI/ML-driven Ops, Hyperautomation) • Shift-Left, Self-Service & Zero-Touch Operations • SLA/KPI Re-engineering aligned to business outcomes • ITSM Transformation (Incident, Problem, Change, Service Request) • Predictive & Prescriptive Analytics for proactive operations • Governance, Risk & Compliance (GRC) integration • Continuous Service Improvement (CSI) & Value Realization • Cost Optimization & Productivity EngineeringRecognized for challenging legacy models, driving innovation at scale, and delivering high-impact transformation outcomes across global delivery environments

Experience

1. Service Delivery, Transformation & Automation Lead

   Accenture

   May 2018 — Present

   Led end-to-end delivery for global SAP & ITSM programs ($5M+), consistently achieving 98% on-time delivery while maintaining enterprise-grade SLA and KPI compliance.Drove Continuous Service Improvement (CSI) initiatives across operations, enhancing SLA adherence by 25% and reducing high-priority escalations by 40% through structured problem management and root cause elimination.Spearheaded automation and innovation programs leveraging AI-driven workflows, RPA (UiPath), and scripting, resulting in 30% reduction in manual effort and 45% improvement in response and analysis time.Designed and implemented a service transformation roadmap integrating automation, shift-left strategy, and analytics, delivering 15% operational cost optimization.Led a global distributed workforce of 200+ engineers, ensuring 24x7 service resilience, governance, and standardized delivery across regions (India, UK, US).Established a multi-vendor SIAM operating model, improving cross-provider accountability and reducing service handoff delays by 35%.Built and deployed data-driven KPI dashboards and analytics models, accelerating decision-making and reducing reporting turnaround time by 50%.Conducted executive governance and transformation reviews, embedding a culture of continuous improvement and achieving +15% CSAT improvement.Championed innovation and automation adoption, aligning delivery with emerging technologies (AI, RPA, analytics) to enhance service efficiency and scalability.Certified in UiPath RPA Development and Post Graduate Program in Data Science & Business Analytics, enabling data-driven automation and intelligent operations transformation.

Education

• Acharya

  BCA, Computer Science

  2005 — 2008

• The University of Texas at Dallas

  Postgraduate Degree, Data Science & Business Analystics

Skills

• Service Desk Management
• Marketing Stratergy Associate
• Negotiation
• Hadoop
• Microsoft Project
• Project Management
• Service Delivery
• Itil Certified
• People Management
• Java
• Service-Level Agreements (Sla)
• IT Operations
• Excel Pivot
• Outsourcing
• Desktop Administration
• Infrastructure
• IT Service Management
• Change Management
• Bmc Remedy
• Requirements Analysis
• Scrum
• Lotus Notes
• Belkin Routers
• White Papers
• Customer Relationship Management (Crm)
• Incident Management
• Ibm Certified Technical Specialist
• Big Data
• Vendor Management
• Major Incident Management
• Blogger
• Servicenow
• Business Process Outsourcing (Bpo)
• Negotiation and Conflict Resolution
• Microsoft Outlook
• Wbs
• Pmp
• Project Charter
• Six Sigma
• Microsoft Office