Srinivas Mettapally
Servicenow Itsm Consultant Capability Manager Product Manager @Optum
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WORK HISTORY
Servicenow Itsm Consultant Capability Manager Product Manager @Optum
Hyderabad, IN
Implement and assess ServiceNow modules, including ITSM, ITOM, ITAM, SPM, and HRSD, ensuring optimized IT operations- Perform detailed due diligence to define Scope of Work (SOW) and collaborate with pre-sales teams to design ITSM, Cloud, and Agile-based solutions- Lead the design and implementation of ITIL-based processes, driving operational excellence and seamless service delivery- Manage and mentor a team of ServiceNow Developers, ensuring high-quality platform enhancements, automation, and process optimization- Align internal capabilities and product strategies to improve service management, customer experiences, and operational efficiency- Define and drive vision, strategy, and ServiceNow roadmaps, ensuring alignment with business objectives and industry best practices- Engage with senior leadership (CIOs, executive teams) to align ServiceNow solutions with business goals and drive value- Collaborate with capability leads (Infrastructure, Service Desk, Security, etc.) to ensure seamless integration and prioritize development backlogs- Conduct service delivery and service desk optimization assessments, creating strategic roadmaps to enhance efficiency across People, Process, and Tools- Utilize customer journey mapping to design user-centric processes, eliminating inefficiencies and enhancing service experiences- Foster an innovation mindset through Art of the Possible workshops, driving shift-left strategies and increasing self-service adoption- Define and monitor Key Performance Indicators (KPIs), Critical Success Factors (CSFs), and Service Level Agreements (SLAs) for continuous service improvement- Oversee ITSM transformation projects, managing timelines, resources, and client expectations for successful implementations- Drive automation and service enhancements using Lean and Six Sigma methodologies, ensuring sustainable growth and efficiency- Work closely with SDMs and Product Owners to align ITSM and product strategies.
SKILLS
ABOUT SRINIVAS METTAPALLY
As an ITSM Process Manager I manage and govern the Operations team ensuring ITSM…
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