Summary
Overview
Work History
Education
Skills
Certification
Awards
Languages
Personal Information
Timeline
Generic

Balaji DL

Bangalore

Summary

Strategic and performance-driven Service Management Leader with over 18 years of experience in IT Service Delivery, Service Management Frameworks, and Process Governance within global environments. Proven expertise in managing large-scale teams, overseeing end-to-end service transformation initiatives, and driving modernization through platforms like ServiceNow and BMC Remedy. Recognized for pioneering efforts in reducing technical debt, aligning IT services with business outcomes, and fostering stakeholder collaboration across digital functions. Demonstrated excellence in Agile, ITIL v4, and SAFe practices, with a strong background in driving automation, metrics-based improvements, and cross-functional leadership.

Overview

22
22
years of professional experience
1
1
Certification

Work History

ServiceNow Consultant

Bell Techlogix India Pvt. Ltd.
Bengaluru
11.2023 - Current
  • Leading ServiceNow delivery across client accounts, ensuring adherence to modern service frameworks and delivery standards.
  • Collaborate with stakeholders to analyze business needs and align configurations, automation, and reporting with co-worker experience goals.
  • Drive continuous improvement initiatives including practice benchmarking, automation enhancement, and quality assurance.

Senior Manager – Service Delivery (ServiceNow & BMC Remedy)

Unisys India Pvt. Ltd.
Bengaluru
06.2006 - 10.2023
  • Directed a 40+ member team managing ServiceNow Single/Multi-tenant and Remedy platforms across global client accounts.
  • Led framework modernization initiatives, reducing ServiceNow DB size by 20%, improving platform efficiency.
  • Owned delivery lifecycle for service transformation projects – from estimation, budget control, and governance to deployment and stakeholder reporting.
  • Championed a major migration project from Remedy to ServiceNow.
  • Developed and maintained Service Catalogs, SLAs, workflows, notifications, and portals tailored to stakeholder needs.
  • Spearheaded continuous improvement through KPI tracking, audit-based enhancements, and data-driven maturity roadmaps.
  • Recognized with multiple awards: Gold Award, Best Performer, and 0% attrition leadership.

System Engineer

HP
01.2005 - 01.2006
  • Awards: Outstanding Performance (HP)

Helpdesk & System Engineer

Wipro InfoTech
01.2003 - 01.2005
  • Awards: Best Technical Support (Wipro)

Education

BCA - Computer Applications

Rajasthan University
01.2007

Diploma in Computer Science -

Board of Technical Education
Karnataka
01.2002

Skills

  • ITIL v4
  • Workflow automation
  • Service Management Governance
  • ServiceNow Strategy & Optimization
  • Standardization
  • Agile
  • Performance metrics
  • Quality assurance
  • Team leadership
  • Stakeholder Engagement
  • Enablement
  • Data-Driven Decision Making
  • OKRs
  • AI
  • Automation in Service Delivery
  • Team Leadership
  • Capability Building
  • SLA/KPI Monitoring
  • Performance Metrics
  • ServiceNow administration
  • Data analysis
  • Service catalog development
  • Project management
  • Continuous improvement

Certification

  • ServiceNow Certified System Administrator (CSA)
  • ITIL Foundation v4
  • BMC Remedy AR System (Foundation Parts 1 & 2)
  • Microsoft Certified Professional
  • Hardware & Networking Certification – HCL

Awards

  • Outstanding Performance (HP)
  • Best Technical Support (Wipro)

Languages

  • English
  • Kannada
  • Hindi

Personal Information

Date of Birth: 11/18/83

Timeline

ServiceNow Consultant

Bell Techlogix India Pvt. Ltd.
11.2023 - Current

Senior Manager – Service Delivery (ServiceNow & BMC Remedy)

Unisys India Pvt. Ltd.
06.2006 - 10.2023

System Engineer

HP
01.2005 - 01.2006

Helpdesk & System Engineer

Wipro InfoTech
01.2003 - 01.2005

BCA - Computer Applications

Rajasthan University

Diploma in Computer Science -

Board of Technical Education

Similar Profiles

CREATE PROFILE
Balaji DL