Shashikant Rai

About Shashikant Rai

I am a PMP, ITIL, ServiceNow and Cloud certified Service Delivery & Program Manager with 21+ years of experience managing large-scale transformation programs and global accounts valued from $10M to $500M+. I have successfully led cross-functional global teams of 100+ professionals, delivering measurable improvements in service quality, SLA compliance, cost optimization, and customer experience.My expertise includes ServiceNow (ITSM, ITOM), Cloud technologies (AWS & Azure), DevOps, Middleware, Digital Transformation, Incident & Escalation Management, Continuous Service Improvement, Risk & Compliance, and Automation using GenAI and CI/CD frameworks.I have consistently maintained CSAT and NPS scores above 95%, reduced operational incidents by over 40%, and improved SLA compliance from 92% to 99% through automation, process optimization, and strong governance.I am now seeking senior opportunities in:• Service Delivery Management• Program / Transformation Management• ServiceNow & Cloud-focused leadership rolesWhere I can help organizations improve efficiency, reduce risk, and drive digital success.KEY IMPACT & METRICS Managed portfolios up to $500M TCV Led teams of 100+ members globally Improved KPIs by 40% through EWS & automation Maintained 98–99% SLA compliance Achieved 15%+ NPS increase Reduced incidents by 30–40%

Experience

1. Senior Manager Service Delivery

   Atos

   Dec 2023 — Present · Pune, IN

   Managing large team of Middleware technologies and actively working with internal and customer Enterprise Architects, Application Developers and Project Managers to deliver tailored solutions aligning with customer objectives. Supporting, guiding, and reinforcing team to deliver the agreed results responsible to manage complex middleware environments. Ensured the availability, SLA, Monitoring and positive health of Middleware and Document Management Systems infrastructure. Achievements:• Spearheading the end-to-end Project Management, Service Delivery Management, Escalation Management, Operations Management, Stakeholder Engagement, Risk Management, Performance Management, Liaison & Coordination, Employee Engagement & Retention, Training & Development, and People Management• Provided leadership and guidance to the team as required.• Proactively identified opportunities for service expansion and improvement, collaborating with GBU leads for the development of such opportunities.• Drafted high level plan and roadmap for BAU services and projects.• Proficient in technologies such as ServiceNow SA/Azure, DevOps, SDM, IBM WebSphere, IIB, IHS, IIS, MQ and FileNet. • Collaborated with a multi-disciplinary team including 3rd party partners, managing contractual KPIs within time and budget.• Strategically managed resources, procurement plans, Licenses, and vendor relations to ensure smooth delivery, availability, and compliances. • Manage and grow current delivery with defined quality and provide value addition to clients to achieve excellent CSAT scores.• Participated in leadership activities, offering performance feedback, developmental coaching, and implementing team-building initiatives to monitor and improve team performance.• Collaborated closely with customer to ensure alignment on business objectives and their feedback are considered.• Maintained rigorous oversight on Issues, escalation, quality of deliverables, and risk management.

Education

• UP Technical University

  Bachelor of Technology (BTech)

  2000 — 2004

Skills

• Business Process
• Erp
• Oracle
• Requirements Analysis
• Cloud Computing
• Business Analysis
• Integration
• Project Management
• Web Services
• Agile Methodologies
• Microsoft Sql Server
• Vendor Management
• IT Strategy
• Technical Recruiting
• Pre-Sales
• Team Management
• Software Project Management
• Sdlc
• Business Intelligence
• Service Delivery Management
• Business Development
• Program Management
• Sql