Kumar Pattim

• Define and implement the CSDM framework aligned with organizational governance, collaborate with cross-functional teams to map business services, applications, and infrastructure, and drive adoption to enable service-centric operations and reporting
• Led design and implementation of enterprise-wide ServiceNow Strategic Portfolio Management (SPM) solution, improving project tracking and resource allocation by 30%
• Architected and deployed Software Asset Management (SAM) and Change Management modules, reducing compliance risks and accelerating change approval timelines by 25%
• Successfully decommissioned multiple legacy tools, migrating/updating over 10,000 asset records, 1,000+ user identities, and consolidating 12 notification workflows into ServiceNow. Established 6 new integration touchpoints and reduced process execution time by 60% through enhanced automation and targeted communications
• An annual license cleanup was conducted to reduce ServiceNow license consumption from 1800+ to below the contracted limit of 1200 licenses, resulting in reclaiming approximately 600 licenses from non-agent users. This effort led to 33% reduction in license consumption and associated costs, significantly optimizing license spend while maintaining compliance and operational efficiency
• Change Management Process Owner -
o Achieved a 97% change success rate, significantly reducing failed changes and related incidents from a prior 75%
o Reduced mean time to implement changes by 40%, shortening average lead time from 5 to 3 days through automated workflows and approvals

o Scaled change volume by 64%, managing 1800+ annual change requests (up from 1000) without additional headcount via process automation
o Nearly eliminated audit findings and unauthorized changes, with SOX compliance confirmed by annual reviews ensuring sustained process rigor

• Service Delivery Manager
  • Oversee end-to-end IT service delivery operations, including incident, problem, change management, and service request fulfillment, ensuring high-quality and timely resolution aligned with business needs
  • Manage and coordinate internal teams, contractors, and third-party providers to maintain optimal capacity and skills, proactively addressing service demand fluctuations
  Transition Manager
  • Initiate and oversee the transition process, establishing clear communication channels between teams and clients
  • Define and align service scope and SLAs with all stakeholders, collaborating closely with Service Delivery to ensure seamless service handover and ongoing delivery processes
  People Manager
  • Lead and develop teams through regular performance reviews, clear expectations, and targeted employee development initiatives to drive engagement and productivity

• Service Delivery Manager
  • Oversee end-to-end IT service delivery operations, including incident, problem, change management, and service request fulfillment, ensuring high-quality and timely resolution aligned with business needs
  • Manage and coordinate internal teams, contractors, and third-party providers to maintain optimal capacity and skills, proactively addressing service demand fluctuations
  Transition Manager
  • Initiate and oversee the transition process, establishing clear communication channels between teams and clients
  • Define and align service scope and SLAs with all stakeholders, collaborating closely with Service Delivery to ensure seamless service handover and ongoing delivery processes
  People Manager
  • Lead and develop teams through regular performance reviews, clear expectations, and targeted employee development initiatives to drive engagement and productivity

Developed and maintained database applications using SQL and Unix shell scripting to automate processes and improve data handling efficiency

• Designed and implemented relational database structures to support business applications, ensuring data integrity and optimized query performance.
• Created complex SQL queries and reports to aid business decision-making

• Managed software configuration and version control for deployment, ensuring accuracy and traceability across releases

• Managed Software library for managing Software Versions using Version control tools like MS VSS and PVCS