Ravi Patel
Leadership With AI | ISB Certified | IT Service Manager @Atos | | Generative AI | Digital Transformation | ITSM | Business Analyst | ServiceNow | ITIL V3 & V4 Certified | Ex-TCS, Vodafone, T- Systems, Ericsson
- Role
- IT Service Manager Itsm Service Delivery Management Ai Automation at Atos
- Location
- Pune District, MH, IN
- LinkedIn followers
- 500 followers
About Ravi Patel
I work at the intersection of IT service delivery, enterprise operations, and AI-driven…
Experience
IT Service Manager Itsm Service Delivery Management Ai Automation
Feb 2023 — Present · Pune, IN
Directed enterprise-wide ITSM & service delivery for 100+ business-critical apps & infra platforms (Aegon), sustaining 99.9% uptime and 95% SLA compliance through predictive SLA analytics & AI-assisted incident classification (20% faster resolution).• Oversaw monthly tickets, identified underperforming groups, and drove SIPs that corrected SLA performance by 2% while embedding continuous improvement cycles.• Designed AI-ready Power BI dashboards (MTTR, SLA, MI, Change, Service Availability) and automated data pipelines, cutting report prep time 30% and enabling real-time, predictive decision-making for C-level leaders.• Led Agile/Scrum-aligned ServiceNow delivery cycles, converting business needs into user stories, managing sprints/backlogs, and deploying ITSM/ITOM enhancements with AI-powered regression testing for 100% compliance post-patch.• Conducted QA audits on Problem & Major Incident RCA, applying rule-based anomaly detection that reduced discrepancies 12% and improved reliability.• Directed global service desk operations (BSWH client) supporting 50+ healthcare apps, managing major incidents, upgrades, ServiceNow onboarding, SIPs & MBR reviews to ensure seamless delivery in a regulated environment.
Education
Saurashtra University, Rajkot
B. E
Indian School of Business
Leadership Program
2024 — 2025
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