MAYANK CHOPRA
Associate Director - ServiceNow Product & Arch.
Faridabad
Summary
Seasoned IT Director with 14+ years of work-ex in the IT Industry with a passion for IT Ops & Product Management. A fast and eager learner. A detail oriented person who can adapt to ever changing Tech landscape to meet business goals. Trained Product Manager with an inclination for solving customer problems and Product Strategy.
Overview
13
13
years of professional experience
2016
2016
years of post-secondary education
6
6
Certifications
Work History
Associate Director - ServiceNow Product & Arch.
PwC
01.2023 - Current
- Strategic Leadership in ITOM & ITSM:Spearhead PwC's ITOM & ITSM initiatives across 140+ global territories, ensuring consistent architecture and deployment standards in line with organizational objectives.
Formulate and present comprehensive roadmaps for ServiceNow’s ITOM/ITSM platforms, incorporating AI-driven insights and technology transformations to align with company goals.
- Innovation and AI Integration:Lead and oversee AI transformations using ServiceNow’s innovative Now Create and Agentic AI frameworks, optimizing service delivery and enhancing user experience.
Collaborate with cross-functional teams to integrate cutting-edge AI technologies into ServiceNow processes, driving operational efficiencies and strategic advantage.
- Project Management Excellence:Manage a high-impact $4 million ITOM Services project, coordinating resources, timelines, and deliverables to achieve business objectives while adhering to fiscal constraints.
Execute complex technical projects that elevate infrastructure capabilities and support PwC's strategic business imperatives.
- Team Leadership and Development:Own the delivery and supervision of a diverse team consisting of 40 product managers, developers, scrum masters, and project managers. Cultivate a culture of innovation, collaboration, and accountability.
Mentor team members to develop technical acumen and leadership skills, promoting professional growth aligned with PwC’s strategic directives.
- Knowledge Sharing and Professional Growth:Conduct regular knowledge-sharing sessions tailored for the support team, fostering a proactive learning environment and enhancing technical proficiency.
Implement best practices and continuous improvement approaches to elevate team performance and drive organizational success.
- Product Improvement and Design Partnerships:Facilitate impactful product enhancements and development initiatives through strategic engagement with ServiceNow design partner programs, ensuring PwC remains at the forefront of technological advancements.
Champion ServiceNow initiatives and partnerships, leveraging industry insights to drive product innovations that meet client needs and exceed market standards.
Manager - ServiceNow Operations
PwC
10.2021 - 01.2023
- Global Platform Leadership:Directed ServiceNow transformation projects for PwC Internal Firm Services across 140+ countries, ensuring seamless integration and adherence to global standards.
Accountable for overseeing incident, request, and change ticket resolution in line with established guidelines, enhancing service quality and operational efficiency.
- Strategic Policy Development:Developed, implemented, and enforced configuration, change, and release management policies and procedures, securing operational integrity and system compliance.
Established deployment plans and operational checklists, guaranteeing the sustained functionality and reliability of the ServiceNow platform.
- Team & Incident Management:Led and balanced workloads for the Platform sustainment team, ensuring proactive ticket responses and maintaining service excellence.
Directed Tier 2 technicians to provide timely resolutions to system alerts and customer issues, managing escalations as required.
- Problem Resolution & Judgment:Resolved complex issues using independent judgment within established guidelines and support practices, maintaining high service standards.
Ensured approved software releases and break-fix solutions were deployed according to rigorous policies and procedures.
- Documentation & System Administration:Oversaw documentation of system administration tasks including patching, configuration, service outage response, and performance monitoring.
Maintained situational awareness to inform decision-making on ongoing incidents, problems, and system events.
- Incident Management & Response:Developed and enforced incident management plans and protocols, minimizing organizational impact and ensuring stakeholder satisfaction.
Led the execution of go-live activities, including deployment plan execution and preparation checklists, for smooth ServiceNow implementations.
- Team Development & CAB Participation:Led, motivated, and developed a team of operations professionals, equipping them with essential skills and resources to excel in their roles.
Actively participated in Change Advisory Board (CAB) meetings, advocating strategic release scope and ensuring alignment with business objectives.
Data Quality Manager - CMDB Ops - AVP
SnP Global
01.2016 - 01.2021
- CMDB and Discovery Function Leadership:Successfully established and managed the Configuration Management Database (CMDB) and Discovery functions, driving transparency and operational efficiency.
Orchestrated the management of 40,000 assets across a three-tier architecture, leveraging advanced Discovery and Service Mapping to ensure accurate asset tracking and reporting.
- Performance Excellence:Exceeded Target KPI benchmarks ahead of schedule, demonstrating commitment to exceptional service delivery and continuous improvement.
Spearheaded strategies to optimize asset management processes and enhance operational performance across the IT infrastructure.
- Executive Insight and Analytics:Developed and implemented executive dashboards using Performance Analytics to provide real-time insights, aiding strategic decision-making at the highest levels of the organization.
Facilitated data-driven leadership through customized analytics that translate complex system data into actionable intelligence.
- Data Quality Management:Led initiatives on Data Quality Management with a focus on completeness, compliance, and correctness, ensuring the integrity and reliability of IT data assets.
Established robust quality assurance processes that adhere to stringent compliance standards, securing data accuracy and supporting business objectives.
Sr Application Specialist
Oriflame Cosmetics
01.2016 - 12.2016
- Global Application Support Leadership:Guided the IT Support & Engineering Team in delivering high-level application support for 60 eCommerce websites within the Orisales platform, enabling seamless user experiences and operational stability.
Ensured glitch-free closing operations in both Asia Pacific and EMEA regions, optimizing end-of-day processes and driving regional business success.
- High Availability Assurance:Spearheaded monitoring, configuration, and support efforts for Oriflame applications, guaranteeing their high availability and robust performance.
Implemented proactive strategies to anticipate and mitigate potential application downtime, ensuring continuous service delivery and client satisfaction.
- Operational Efficiency Enhancement:Streamlined application support workflows and cross-region coordination, enhancing productivity and response times for critical system issues.
Developed scalable support protocols that adapt to dynamic business requirements and technological advancements in eCommerce.
Tech Analyst
Ameriprise Financial
01.2013 - 01.2016
- Part of the Middleware Support and Engineering Function.
- Perform moderately difficult and independent assignments in the troubleshooting, problem diagnosis.
- Problem resolution and on-going production support for IIS and Tomcat Webapps.
- Designing stable and manageable solutions while minimizing middleware downtime Proactive Monitoring & Preventative Maintenance.
Education
B. Tech -
Maharshi Dayanand University
BTech - undefined
MDU Rohtak
Skills
Strategic leadership
Organizational development
Crisis management
Critical thinking
Project management
Program development
Diversity and inclusion initiatives
Product management
Corporate communications
Hiring and training
Certification
Product Management Certified IIM Lucknow - 2024
Personal Information
Hobbies and Interests
- Pursuing PMP
- Agentic AI & ChatGPT
- PMI Member since 2025
- Volunteering
Timeline
Associate Director - ServiceNow Product & Arch.
PwC
01.2023 - Current
Manager - ServiceNow Operations
PwC
10.2021 - 01.2023
Data Quality Manager - CMDB Ops - AVP
SnP Global
01.2016 - 01.2021
Sr Application Specialist
Oriflame Cosmetics
01.2016 - 12.2016
Tech Analyst
Ameriprise Financial
01.2013 - 01.2016
BTech - undefined
MDU Rohtak
B. Tech -
Maharshi Dayanand University