Madhumita Pradhan
Global Head of Service Insights & Intelligence, Executive Director @HSBC
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WORK HISTORY
Global Head of Service Insights & Intelligence, Executive Director @HSBC
Telangana, IN
Executive Director – Global Head of Service Insights & Intelligence HSBCI’ve joined HSBC to provide global site leadership for Service Management and to lead enterprise transformation across CMDB, CSDM, and Service Level Management, anchored on the ServiceNow and powered by AI-driven service intelligence.My role focuses on turning service data into a strategic, decision-grade asset by:Providing global Service Management site leadership, driving consistent operating models and execution at scaleTransforming CMDB and CSDM to establish authoritative, business-aligned service modelsLeading CMDB, CSDM, and SLM engineering & business strategy, aligning architecture, data models, and operating outcomesEmbedding GenAI and agentic AI into service impact analysis, service health insights, and predictive decision supportEvolving SLM from static SLA reporting to proactive, experience- and outcome-based service intelligence for GCIO & BusinessesThis role is fundamentally about shifting from tool-centric ITSM to service-centric enterprise intelligence, and from reactive operations to anticipatory, insight-led service management.I look forward to collaborating with leaders across ServiceNow, service management transformation, AI adoption, and large-scale enterprise platforms.
EDUCATION
Biju Patnaik University of Technology, Odisha
Bachelor of Engineering - BE, Information Technology
SKILLS
ABOUT MADHUMITA PRADHAN
Proven Leader with 21 years track record of progressively responsible positions in IT Infrastructure & Platform Engineering.Solid knowledge of Siteleadership, Datacenter Management, ITSM,ITOM,ITAM championship, GenAI, Agentic AI & Automation efficiencies, Project management practices, service delivery management, strategic planning & execution, systems architecture, server engineering & application hosting.I have a sustained track record of implementing continuous improvement, re-engineering & automation projects leading to increased efficiencies and sharply lower operational costs.I am passionate about my work and enjoy leading a highly productive team working together to achieve success. I am always looking to raise the bar and thrive on strategic discussions that will take the individuals within team and the organization to the next level- Performing delivery management functions in an on-shore & off-shore model including BCP planning and execution- Strong people management skills, with a proven ability to inspire team leads/senior team members to bring out their full potential- Provide leadership and direction to the Service Delivery teams- Excellent in Vulnerability Management, Partner Management, Vendor Management, Incident Management, Change Management, Problem Management, Asset Management, Devops Practices, Agile Practices, Communications and Reporting- Strong time management skills. Ability to work independently as well as part of a geographically diverse team sets priorities, perform multiple tasks and meet deadlines in a fast-paced high work volume environment- Experience on establishing proper operating metrics and effective continuous improvement- Mentored various Improvement projects and published various best practices, process improvements, business case study and innovative projects.
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