Bhupendra Kumar Kamat
Cluster Delivery Lead ServiceNow
Noida
Summary
Accomplished Cluster Delivery Lead with a proven track record at IBM, adept in ITIL framework and stakeholder management. Spearheaded ServiceNow solutions, enhancing service quality through strategic process design and agile methodologies. Excelled in fostering teamwork and collaboration, driving innovation, and delivering value to clients and teams alike.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
2
2
Languages
Work History
Cluster Delivery Lead - ServiceNow
IBM, Global Business Services
Noida
08.2021 - Current
- Develop and execute the vision, strategy, and roadmap for more than 15 ServiceNow-based solutions, advising clients on best practice to create lasting value and enhanced experiences
- Lead the transformation of service management functions, continuously improving service quality and customer satisfaction.
- Manage ServiceNow applications, ITSM (including Incident, Problem, Change, Knowledge, Service Catalog) and Non-ITSM modules (HRSD, Procurement, Demand management, Agile).
- Successfully managed & delivered projects around ServiceNow Integration with third party application (i.e. JIRA, Salesforce etc)
- Create and present regular reports on the performance and continuous improvement initiatives of the ITSM functions.
- Facilitated successful resolution of delivery-related disputes by mediating between customers, drivers, and internal stakeholders as needed.
- Lead the design, development, and optimization of ITIL-based processes within ServiceNow (Incident, Problem, Change, Service Request, and Configuration Management).
- Monitor system performance, conduct capacity planning, and ensure the platform meets agreed service levels.
- Manage and mentor a team of ServiceNow administrators, developers, and service management professionals.
- Foster a collaborative, high-performance team culture that drives innovation and excellence.
- Provide coaching, training, and career development opportunities for team members.
- Serve as a trusted advisor to senior leadership, business units, and IT teams regarding service management practices and ServiceNow capabilities.
- Collaborate with cross-functional teams to understand business needs and ensure service management solutions are tailored to meet those needs.
- Manage stakeholder expectations and deliver projects on time and within scope.
Functional Consultant ServiceNow
HCL Technologies
Noida
09.2018 - 08.2021
- Managed and delivered high-quality results for more than 10 projects by implementing best practices in functional consulting methodologies and tools.
- Wrote effective documentation for each client system to deliver comprehensive sets of requirements and alignment with business objectives.
- Mentored 15 junior consultants, fostering a collaborative environment that encouraged professional development and knowledge sharing.
- Enhanced client satisfaction by identifying pain points and providing tailored solutions to meet their needs. This has improved the CSAT by 25%
- Supported data-driven decision-making by designing customized reports based on key performance metrics.
- Reduced operational costs with the identification and elimination of redundant tasks and processes.
- Developed and implemented reports and presentations for key stakeholders and senior management.
- Developed training materials and conducted workshops for end-users, ensuring seamless adoption of new technologies or processes.
- Conducted gap analyses to identify areas of improvement in existing systems or processes, leading to increased productivity and user satisfaction.
- Facilitated change management initiatives, effectively communicating expectations, goals, and progress updates to stakeholders at all levels.
- Worked with key internal partners to distill complex concepts into pragmatic and simplified solutions.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
ITIL Consultatnt
NaviSite
Gurugram
11.2016 - 09.2018
- Assisted 10 clients in navigating complex industry challenges with strategic recommendations.
- Enhanced communication among team members to foster collaborative and supportive work environment.
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
- Facilitated more than 20 workshops and training sessions for client staff, enhancing their skills and knowledge in key areas.
- Develop Project plan and tracker that includes additional associated plans & matrix for/on the project
- Enhanced team productivity with implementation of agile methodologies, streamlining project delivery processes.
- Generated reports detailing findings and recommendations.
- Drive Performance initiative and Projects in collaboration with cross functional teams/functions
Business Process Consultant
Ericsson
Noida
07.2012 - 11.2016
- End to end defining, designing and implementing ITIL processes
- Led the development of new policies and procedures to streamline internal operations across departments.
- Established KPIs for measuring process improvement success, regularly reporting progress updates to stakeholders.
- Streamlined business processes by identifying inefficiencies and implementing best-practice solutions.
- Coached team members on best practices, fostering a culture of continuous improvement and collaboration.
- Facilitated training sessions for employees at all levels, equipping them with the necessary skills to drive process improvements independently.
- Collaborated with cross-functional teams to facilitate seamless change management initiatives.
- Drive and implemented cost saving project using DMAIC approach which raised the overall saving by 33%
- Coordinated weekly meetings for internal and external groups.
- Responsible for recording, coordinating and managing the ongoing CSI activities
Subject Matter Expert - ITIL
HCL Technologies
Noida
07.2011 - 07.2012
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Execute a change management strategy for the organization and edify senior executives on the benefits of that strategy
- Documenting, refining and updating process benefits and undertaking regular reviews with management to assess the benefits and improvement areas
- Ensure process changes or issues are highlighted at appropriate time to the adequate stakeholders
- Defined process for Major Incidents handling process which has helped in improving the MIM process by 15%
- Introduced Major Incident reviews process
- Defined problem management process and methodology
Incident Management Specialist
Accenture
Gurugram
10.2008 - 06.2011
- Ensured 100% compliance with regulatory requirements by maintaining accurate records of all incidents and their resolutions.
- Maintained a comprehensive knowledge of emerging threats and trends in Incident Management, applying insights to continually refine organizational processes.
- Served as an escalation point for complex or unresolved issues, applying expertise in problem-solving techniques to achieve successful outcomes.
- Facilitated regular review meetings with key stakeholders, fostering open dialogue around ongoing incidents and resolution progress.
- Collaborated with IT teams to implement solutions that minimized system downtime and improved overall network stability.
- Contributed to the development of organizational policies related to Incident Management, ensuring alignment with industry best practices.
- Championed the use of incident management tools, driving adoption and ensuring consistent usage across teams.
- Proactively conducted post-incident reviews, identifying areas for process improvement and sharing lessons learned across the organization.
- Established strong relationships with internal and external partners, fostering collaboration during major incidents resolution efforts.
Team Coach
HCL
Noida
09.2006 - 09.2008
- Maintained and improved operational performance by completing action plans, resolving problems, and controlling implementations.
- Implemented proper feedback mechanism system which has elevated team overall performance by 60%.
- Promoted collaboration and teamwork by fostering a culture of trust, respect, and support among colleagues.
- Develop and provide training sessions to required team members
- Led team meetings to discuss progress, address concerns, and share best practices for continuous improvement.
- Evaluated employee performance regularly, identifying areas for improvement and offering constructive feedback for personal growth.
Education
PGDHR&TM - Human Resources Development
08.2004 - 07.2006
BBM - Business Administration And Management
05.2000 - 04.2003
Skills
Stakeholder management
Business analysis
Delivery management
Problem-solving abilities
Decision-making
Effective communication
Agile methodology
Process design
ITIL framework
Scrum framework
IT service management
Accomplishments
- Achieved Employee of the quarter award in 2023 @ IBM
- Achieve Client cash award in 2023 @ IBM
- Received Impromptu Award for the extra mile work performed in Q1 & Q2 2017 @ NaviSite
- Employee of the Month for February 2013 & July 2014 @ Ericsson
- Awarded with Power Ace Award @ Ericsson
- Innovation award for suggesting and implementing innovation portal @ Ericsson
- Innovation award for automation of auditing process @ Ericsson
- Received multiple appreciation from client and management for exceptional performer @HCL Technologies
Additional Information
Wrote multiple articles in context to ITIL V3 and V4 which got successfully published by Grey campus
ITIL 4 managing professional
Useful tips to clear ITIL
Certification
ITIL4 Foundation
Timeline
Cluster Delivery Lead - ServiceNow - IBM, Global Business Services
08.2021 - Current
Functional Consultant ServiceNow - HCL Technologies
09.2018 - 08.2021
ITIL Consultatnt - NaviSite
11.2016 - 09.2018
Business Process Consultant - Ericsson
07.2012 - 11.2016
Subject Matter Expert - ITIL - HCL Technologies
07.2011 - 07.2012
Incident Management Specialist - Accenture
10.2008 - 06.2011
Team Coach - HCL
09.2006 - 09.2008
EMPI Business School - PGDHR&TM, Human Resources Development
08.2004 - 07.2006
Dr. L.B College - BBM, Business Administration And Management
05.2000 - 04.2003