Vibha Sharma
Director(Service now Platform Owner - Itsm) @Kroll
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WORK HISTORY
Director(Service now Platform Owner - Itsm) @Kroll
Toronto, ON, CA
Define and implement a strategy to drive adoption of service management and operational best practices relevant to on-premise and cloud computing services.* Work with strategic stakeholders, leadership members to ensure ITIL processes are executed as expected.* Develop and drive implementation of the service management tool(Service Now/Microsoft ITSM) and Monitoring / Logging strategy and associated business processes across the IT organization.* Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.* Provide direction and goal setting on strategy and operations.* Provide tactical and strategic recommendations based on ITSM key performance measures.
EDUCATION
University of Windsor
Bachelor of Science
ABOUT VIBHA SHARMA
I turn ServiceNow and ITSM functions into enterprise-wide business capabilities that improve experience, scale operations, and enable transformation.Senior enterprise technology leader with 15+ years of experience leading ITSM, ServiceNow platform strategy, enterprise applications, and service transformation across complex global environments. I specialize in building modern service management capabilities that go beyond ticketing—connecting strategy, governance, platform ownership, automation, and user experience to deliver measurable operational value.In my current leadership role, I own ServiceNow ITSM strategy and platform direction, partnering with executives and business stakeholders to mature service management practices, improve adoption, and align technology operations with business priorities. My experience includes enterprise platform evolution, workflow redesign, vendor governance, KPI-driven service improvement, and leading teams through large-scale operational change.My strengths sit at the intersection of ServiceNow product leadership, ITSM process maturity, enterprise applications, and AI-enabled transformation. I have led initiatives involving service catalog and portal strategy, platform standardization, cross-functional operating models, and automation opportunities that simplify the employee experience and strengthen service delivery at scale.I am especially well suited for Director-level roles in ServiceNow, ITSM, Enterprise Service Management, or Enterprise Applications, where I can help organizations modernize service delivery, drive platform value, and translate executive priorities into scalable to Director opportunities in Canada or US-remote roles. Eligible for cross-border travel / TN-compatible consideration.
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