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
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