Summary
Overview
Work History
Education
Skills
Certification
Other Certifications
Work Availability
Languages
Timeline
BusinessAnalyst
Manthan Patel

Manthan Patel

Kitchener,ON

Summary

Results-driven IT professional with 7+ years of experience spanning technical support, ServiceNow development, and service delivery management. Rapidly progressed from Apple Support Advisor to Service Delivery Manager and Sr. Technical Consultant at GlideFast, a leading ServiceNow partner. Adept at leading consultant teams, driving high-quality service delivery, and aligning technical solutions with business objectives. Recognized for blending hands-on technical expertise with consultative guidance to improve processes, enhance team performance, and deliver measurable client outcomes.

Overview

7
7
years of professional experience
4
4

Certifications

5
5

Micro-Certifications

5
5
years of post-secondary education

Work History

Service Delivery Manager

GlideFast Consulting
05.2025 - Current
  • Led, developed, and inspired a high-performing team of consultants, ensuring alignment to organizational goals and customer success.
  • Oversaw end-to-end service delivery, including project onboarding, resource allocation, and customer feedback, driving efficiency and quality of outcomes.
  • Implemented best practices and delivery frameworks to standardize processes, improve consistency, and maximize team performance.
  • Provided mentorship and professional guidance, fostering career growth, certification attainment, and skills development for team members.
  • Conducted continuous feedback, annual performance reviews, and gap analysis to improve employee performance and engagement.
  • Facilitated goal-setting sessions, tracked progress, and ensured accountability through regular coaching and follow-ups.
  • Partnered with leadership and cross-functional managers to address management-related issues, enablement initiatives, and operational improvements.
  • Participated in leadership forums, including Manager Hub and Roundtable meetings, to share insights and align on organizational strategy.
  • Supported career development planning, enabling team members to explore learning opportunities and pursue certifications.
  • Managed administrative functions, including PTO approvals, expense reviews, and resource scheduling, ensuring smooth team operations.
  • Served as an escalation point for technical and delivery challenges, providing consultative guidance to both clients and internal teams.
  • Contributed to recruitment and talent acquisition efforts through interview participation and candidate evaluation.
  • Championed effective communication and stakeholder engagement, delivering clear updates and technical assessments to clients and leadership.

Senior Technical Consultant

GlideFast Consulting
03.2024 - Current
  • Pioneered the implementation of ATF for a custom Service Portal.
  • Spearheaded a migration project, successfully importing over two million records into ServiceNow.
  • Fostered strong client relationships by addressing issues promptly and providing exceptional support.
  • Collaborated closely with cross-functional teams to integrate ServiceNow solutions seamlessly into clients' existing systems.
  • Mentored junior consultants, providing guidance and support to help them grow professionally.
  • Oversaw and managed system upgrades and new releases, ensuring minimal disruption to client operations.
  • Led comprehensive DEMO sessions for end-users, ensuring they effectively leverage ServiceNow features and enhancements.

ServiceNow Developer

FullyManaged by Telus Business
04.2021 - 03.2024
  • Designed and developed custom ServiceNow applications, modules, and tables, ensuring optimal functionality.
  • Automated tasks using Flow Designer and custom code, improving user experience.
  • Integrated and deployed the Perspectium Bridge for seamless communication.
  • Managed update set migrations from Test to Production, ensuring system integrity.
  • Led a team of 3 senior developers, providing mentorship and fostering collaboration.
  • Handled ServiceNow HI case creation, maintaining system performance and reliability.
  • Collaborated with stakeholders to gather requirements and provide technical insights for custom solutions.

Technical Account Manager

FullyManaged by Telus Business
01.2021 - 04.2021
  • Participated in designing, testing, and planning software roll-outs for seamless implementation.
  • Gained practical experience in Domain Separation projects.
  • Collaborated with senior executives on PA Reports and Dashboards, providing valuable insights.
  • Conducted training sessions for clients on completed projects.
  • Managed over $3 million in ServiceNow licenses, optimizing usage and ensuring compliance.

IT HelpDesk Support

FullyManaged by Telus Business
12.2019 - 01.2021
  • Handled daily technical support issues related to servers, applications, networking, backups, and security.
  • Managed client accounts for Active Directory, Mobile Device Management, Azure AD, Solarwinds, Citrix, vSphere, and SSO, ensuring seamless operation.
  • Demonstrated strong support knowledge of Windows 10, Exchange/Outlook, O365 Suite, VPN, and mobile devices.
  • Ensured adherence to service level agreements provided by vendors, resolving end-user issues promptly to prevent SLA breaches.

Education

Automobile Engineering -

LJ Institute of Engineering And Technology
04.2012 - 06.2015

Motive Power Technician -

Mohawk College of Applied Arts And Technology
09.2016 - 06.2018

Skills

  • Leadership
  • Integration
  • Software Development
  • Software Testing
  • Management
  • System Administration
  • Problem Solving
  • Technical Support
  • Revenue Growth

Certification

  • Certified System Administrator
  • Certified Application Developer
  • Certified Implementation Specialist - CSM
  • Certified Implementation Specialist - ITSM

Other Certifications

  • Suite Certification - CSM Professional
  • Suite Certification - ITSM Professional
  • Micro-Certification - Automated Test Framework
  • Micro-Certification - Predictive Intelligence
  • Micro-Certification - Virtual Agent
  • Micro-Certification - Performance Analytics
  • Micro-Certification - Flow Designer

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages

English
Advanced (C1)
Hindi
Advanced (C1)
Gujarati
Bilingual or Proficient (C2)

Timeline

Service Delivery Manager

GlideFast Consulting
05.2025 - Current

Senior Technical Consultant

GlideFast Consulting
03.2024 - Current

ServiceNow Developer

FullyManaged by Telus Business
04.2021 - 03.2024

Technical Account Manager

FullyManaged by Telus Business
01.2021 - 04.2021

IT HelpDesk Support

FullyManaged by Telus Business
12.2019 - 01.2021

Motive Power Technician -

Mohawk College of Applied Arts And Technology
09.2016 - 06.2018

Automobile Engineering -

LJ Institute of Engineering And Technology
04.2012 - 06.2015

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Manthan Patel