Ravichandra Potdar
Shared Service Performance & ITSM Governance Lead @Deloitte | Incident, Change & Problem Governance |SLA / SLO | ITIL 4 & SIAM | ServiceNow
- Role
- Consultant Service Performance & Itsm Governance Lead at Deloitte
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Ravichandra Potdar
I am an ITSM & Service Performance professional with 10 years of experiencedriving service reliability, governance, and continual improvement acrossglobal IT operations.My core strength lies in governing Incident, Change, and Problem Managementprocesses, ensuring SLA/SLO adherence, audit compliance, and measurable serviceoutcomes. I have led CABs, driven Major Incident governance, executed PIRs/RCAs,and translated operational metrics into executive-level insights throughMBRs and QBRs.I specialize in:• ITSM Governance & Process Excellence (ITIL 4, SIAM)• Service Performance, SLA/SLO & KPI management• Major Incident & Change Risk Governance• Continual Service Improvement (CSI)• Multi-vendor & 24×7 global operationsI work closely with service owners, delivery teams, and stakeholders toimprove service quality, reduce risk, and enhance operational maturity.Currently, I am strengthening my capabilities in AI-driven ITSM, AIOps, andadvanced service performance analytics to enable predictive insights andautomation-led improvements.Open to roles in:ITSM Governance | Service Operations Leadership | Service Performance & Quality
Experience
Consultant Service Performance & Itsm Governance Lead
Sep 2021 — Present · Bengaluru, IN
Led ITSM operations for global clients, focusing on Major Incident, Change, and Problem Management. • Process Owner for Change Management, chaired CAB/TAB meetings and enforced compliance for Emergency/Urgent changes. • Directed Major Incident Response Teams (MIRT), managing P1/P2 incidents, stakeholder communications, and vendor escalations. • Conducted Post-Incident Reviews (PIRs) and drove Continual Service Improvements (CSI) to strengthen service stability. • Delivered executive dashboards and reports (daily, weekly, ad-hoc) supporting leadership decision-making. • Managed a 16-member global 24×7 team, ensuring SLA adherence and operational excellence. • Collaborated with stakeholders, vendors, and business units to align ITSM processes with business objectives.
Education
Appa Institute of Engineering & Technology, GULBARGA
Bachelor of Engineering (B.E.), Information Sciences
Visvesvaraya Technological University
Bachelor of Engineering - BE, Information Science and Engineering
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