Prashanth Kulugana Srirangaraju

Senior ITSM & SIAM Leader with 20+ years of experience driving enterprise-scale service transformation, multi-vendor integration, and operational excellence across global organizations. Proven ability to design, transition, and govern complex service ecosystems, aligning IT delivery with business strategy to unlock measurable value.

Recognized for leading Service Design, Service Transition, and Service Portfolio functions, managing cross-functional teams, and delivering cost optimization, SLA excellence (98%+), and enhanced customer experience (30%+ CSAT improvement).

Expert in ITIL 4, SIAM, Agile, DevOps, and Lean Six Sigma, with a strong track record of embedding automation, governance, and continuous improvement into IT service landscapes. Trusted advisor to senior stakeholders, translating strategy into scalable, high-performance service models.

• Led enterprise-wide ITSM & SIAM transformation across multi-vendor ecosystems (10+ providers), improving service delivery efficiency by 30% and establishing centralized governance.
• Reduced Mean Time to Resolution (MTTR) by 35% and improved service availability by 30%, significantly enhancing business continuity and user experience.
• Achieved consistent 98–99% SLA compliance across Incident, Change, and Problem Management through ITIL 4-aligned governance frameworks.
• Designed and scaled Service Design & Transition frameworks, improving service onboarding efficiency by 30% and reducing transition defects by 25%.
• Led Service Portfolio optimization initiatives, eliminating redundant services and delivering 15–20% cost savings across enterprise service lines.
• Drove customer experience transformation, implementing real-time feedback loops that resulted in 35% improvement in CSAT scores.
• Delivered ₹1 Cr+ annual cost savings through strategic vendor consolidation, contract renegotiation, and financial governance.
• Managed and mentored cross-functional teams of 40+ professionals, building high-performance teams and improving delivery predictability by 20%.
• Implemented AI-driven automation and self-healing solutions, reducing ticket volumes by 20% and accelerating resolution times by up to 50%.
• Improved change success rate to 98%+, minimizing business disruptions and enhancing release stability in high-risk environments.
• Reduced critical incidents by 35% through proactive problem management and root cause elimination strategies.
• Accelerated deployment cycles by 30% by embedding Agile and DevOps practices into ITSM and release management processes.
• Achieved 100% audit compliance across multiple engagements by strengthening governance, risk controls, and regulatory adherence.
• Established enterprise service catalog frameworks, improving request fulfillment speed by 35% and enhancing user satisfaction.
• Developed executive dashboards and KPI frameworks, enabling real-time visibility and data-driven decision-making at CXO level.
• Successfully led complex service transitions and transformations without major service disruptions, ensuring seamless business continuity.
• Acted as a trusted advisor to senior stakeholders, aligning IT strategy with business goals and driving measurable business outcomes.
• Championed Lean Six Sigma initiatives, reducing process cycle times by 50% and embedding a culture of continuous improvement.

• Excellence in Service Transformation Award – Recognized for leading large-scale ITSM & SIAM transformation delivering measurable business impact.
• Customer Centricity Champion Award – For driving significant improvements in customer satisfaction (35% CSAT uplift).
• Operational Excellence Award – For achieving sustained SLA performance (98%+) and reducing critical incidents.
• Leadership Impact Award – For building and mentoring high-performing teams and driving organizational capability uplift.
• Innovation & Automation Award – For implementing AI-driven automation solutions improving efficiency and reducing manual effort.
• Best Program Delivery Award – For successful execution of complex service transitions and transformation programs.