Natraj Johari
Senior Advisor - Service Management Office @Cenovus Energy
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WORK HISTORY
Senior Advisor - Service Management Office @Cenovus Energy
Calgary, AB, CA
Serve as the process owner for core ITSM functions including Incident, Major Incident, Problem, Change, and Event Management, ensuring alignment with ITIL best practices- Develop, review, and publish Standard Operating Procedures (SOPs), policies, and governance standards for all owned processes to ensure consistency and compliance across the enterprise- Lead initiatives to improve ITSM process maturity, driving continuous improvement and operational excellence- Define and monitor KPIs and SLAs for service providers, ensuring performance targets are met with a strong focus on customer satisfaction and service quality- Collaborate with multiple service providers and internal stakeholders to ensure seamless service delivery and effective incident resolution- Design and deliver training programs and materials for IT support staff, enhancing process awareness and operational readiness across the organization- Conduct tabletop exercises for Major Incident scenarios to validate IT crisis response capabilities and ensure alignment with business continuity objectives- Partner with the Emergency Management and Business Continuity teams to integrate IT incident response with broader organizational resilience strategies- Provide executive-level reporting and summaries by coordinating with portfolio leads and senior leadership- Lead and mentor a team of service providers, conducting regular training sessions on ITSM disciplines to promote knowledge sharing and process adherence across the IT enterprise.
EDUCATION
DG Vaishnav College
Master of Science (M.Sc.)
SKILLS
ABOUT NATRAJ JOHARI
Seasoned IT Service Management leader with over 15 years of experience delivering operational excellence and driving digital transformation across global enterprises in Retail, Energy, Pharmaceuticals, and Market Research. I bring a proven track record in aligning ITSM strategies with business goals to enhance service delivery, improve efficiency, and build high-performing teams.My expertise spans core ITSM functions including Incident, Major Incident, Problem, Change, Request, Event, Capacity, Availability and IT Service Continuity Management. I’m known for consistently meeting KPIs and SLAs, managing escalations with composure, and identifying improvement opportunities through data-driven insights to maximize ROI.With a calm, solutions-focused approach, I’m passionate about continuous improvement, client satisfaction, and delivering measurable results through innovation, collaboration, and strategic planning. I also bring strong capabilities in stakeholder engagement, contract negotiation, and service desk leadership.
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