ServiceNow
Gaurav Deshpande
Service Delivery Manager - ITIL 4 MP, ITILv3, Product Owner & Scrum Master
Summary
Senior-level consultant with extensive experience and readiness for high-impact advisory roles. Proficient in ITIL, Project Management, Product Owner, and Scrum Master methodologies. Skilled in strategic planning, problem-solving, and effective communication, with a strong focus on team collaboration and driving results. Highly adaptable to changing environments and known for reliability and building trust within teams and organizations.
Overview
13
13
years of professional experience
11
11
Certifications
Work History
Sr. Advisor, Services Project/Program Management
Dell Technologies
Pune
10.2021 - Current
- Led the service transition, integration and management portfolio setup for new BUs.
- People Management - manage team of SM specialists across multiple customers.
- Hands-on experience in Agile Methodologies – Acting as a Product Owner and Scrum Master.
- Define and communicate the product vision, strategy, and roadmap aligned with business goals and customer needs.
- Own and prioritize the product backlog and lead sprint planning to ensure development efforts focus on high-value features and deliverables.
- Facilitate Scrum ceremonies including daily stand-ups, sprint planning, sprint reviews, and retrospectives to ensure continuous improvement.
- Made amendments in the contracts to ensure delivery excellence.
- Continuous Process Improvement and Quality Management.
- Exposure to project management practices and delivery.
- Stakeholder and Vendor Management.
- Extensively been a part of talent hiring within the Service/Project Management towers.
Advisor, Services Project/Program Management
Dell Technologies
Pune
10.2019 - 09.2021
- Led my account to score the highest in Maturity Assessment and received multiple accolades for various initiatives and successful deliveries.
- Led multiple projects across SNOW catalogs, to reduce overall MTTR and Ageing.
- Part of the Core Team for the Pune ISO 9001 & ISO 27001 External Audit.
- Led VSM including - Activity Cards, Charters and Whiteboards, and Maturity Assessment.
- Designed and created vendor SLA/KPI reports for the stakeholders.
- Monitored and reported the Service Improvement Plan, reviewed KPI dashboards generated by analysts, and ensured the SLAs are met.
- Managed ITSM Incident, Problem, Change, Release, Config Management process-related issues across delivery towers.
- Reviewed and maintained process documentation and provided ITIL Training across technical delivery towers.
Sr. Analyst, Services Project/Program Management
Dell Technologies
Pune
09.2017 - 09.2019
- Governed and managed end-to-end incident, problem, and change processes.
- Hosted post-incident reviews and held weekly and monthly review calls with the client.
- Representation of IPC Processes in internal/external audits.
- Managed and delivered contractual SLA/KPI performance for the complete account.
- Was the Chairperson for the Change Advisory Board (CAB) to ensure better planning and documentation.
- Hosted Daily Operations call with the customer.
Account Process Lead – Service Management
DXC Technologies (Former - Hewlett Packard Enterprise)
Bangalore
09.2016 - 07.2017
- Day-to-day management and operational review of MIM.
- Problem Lifecycle Management with respective problem managers and Coordinators.
- Trend Analysis and service improvement plans.
- Owned L4 Incident and problem process documentations: Create, update, and train.
- Identified areas that required focus for eg. Priority 1 incident management.
- Participated in customer calls and owned weekly CAB and TAB calls as a backup.
- Owned end-to-end RCAs.
Problem Management
Wipro Technologies
Reading, Bangalore and Pune
08.2015 - 08.2016
- End-to-end problem management – Reactive and Proactive.
- Closing all the PRs post PM assessment and KEDB governance.
- Reviewed and made required changes in the RCA for better understanding.
- Coordinated with third-party vendors for problem resolution.
- Liaison with third party vendors for problem resolution.
Business Analyst
Wipro Technologies
London
08.2014 - 08.2015
- Delivery of transition and deployment projects with zero escalations.
- Provided onsite IT support and trainings on various applications and field devices to all end users.
- Technical Hub-Lead for 8 onsite locations.
Project Engineer
Wipro Technologies
Pune
09.2012 - 08.2014
- Part of Technical Service Desk – Remote Assistance, Citrix, VPN, VDI, Outlook Exchange, Active Directory, etc.
- Major incident management, bridge handling, and generating incident reports.
- Obtained the highest number of CSATs from the customer for the FY 2013-14 across all technical towers.
- Call handling skills.
Education
BCA - Bachelors of Computer Application
Pune University
BCA - Bachelors of Computer Application
Pune University
Skills
Expertise in Service Management processes, escalation handling, and support
Proficient in ticketing tools: ServiceNow, Remedy, HP Service Management, Salesforce Lightning
Skilled in data mining (Celonis) and event monitoring (Science Logic, Nagios, DPA)
Technical proficiency in GitLab, Power BI, Automation Portal, and Microsoft Teams
Agile project management with Jira and Pivotal Tracker
Stakeholder management and collaboration
Strong communication skills
Certification
Scrum Product Owner, 2024
Accomplishments
- Reduced a product backlog to less then 150 from 750 + in 4 months.
- Implemented reporting automation across accounts and saved up to 800+ hours i.e. more than $ 13,000.
- Successfully implemented proactive problem management –reduced storage alerts by 80% and VM Alerts were brought down to 11 from 1200/month.
- Decreased 65 – 70% of utilization alerts via Proactive PM to gain efficiency for a particular LOB.
- Created a dedicated SharePoint for complete BU. Making it a one-stop-shop to improve communication, transparency between BU in addition to meet ISO audit requirements.
- Introduced multiple dashboard to streamline global best practices such as Risk Management and Configuration Management
- Helped drive CSR from 42% to 83% for LOB. Contributing more then 1000 Volunteering hours logged by team.
Software
JIRA
Celonis
Remedy
HP Service Management
Timeline
Sr. Advisor, Services Project/Program Management
Dell Technologies
10.2021 - Current
Advisor, Services Project/Program Management
Dell Technologies
10.2019 - 09.2021
Sr. Analyst, Services Project/Program Management
Dell Technologies
09.2017 - 09.2019
Account Process Lead – Service Management
DXC Technologies (Former - Hewlett Packard Enterprise)
09.2016 - 07.2017
Problem Management
Wipro Technologies
08.2015 - 08.2016
Business Analyst
Wipro Technologies
08.2014 - 08.2015
Project Engineer
Wipro Technologies
09.2012 - 08.2014
BCA - Bachelors of Computer Application
Pune University
BCA - Bachelors of Computer Application
Pune University