Prateek Saini

Program Leadership & Delivery Management

• Currently leading the end-to-end ITSM program portfolio, overseeing service management operations, governance frameworks, and process optimization initiatives across multiple environments.
• Orchestrated end-to-end ITSM transformations within a complex, global enterprise environment, managing a diverse portfolio of service management operations for a team of 28 professionals.
• Mergers & Acquisitions Support: Facilitated seamless service transitions and operational alignment during large-scale organizational shifts, ensuring governance frameworks remained robust during partner onboarding and infrastructure integrations.
• Drive strategic service management initiatives that align IT operations with engineering and business goals to improve service stability, operational efficiency, and customer experience.
• Facilitate executive governance reviews and operational performance discussions to ensure transparency in service health, operational risks, and improvement opportunities.

ITSM Framework Design & Operational Transformation

• Designed and implemented end-to-end ITSM operating models covering Incident, Problem, Change, and Request Management, including governance structures, service reporting, and operational metrics.
• Successfully built Incident and Change Management practices from scratch for lower environments, enabling proactive detection of issues and reducing production incident leakage by approximately 30–40%.
• Implemented structured problem management practices and root cause analysis processes that reduced recurring incidents by approximately 35% and created dollar value impact.
• Developed operational dashboards and reporting frameworks to improve service visibility and support data-driven decision-making.

DevOps & Operational Performance Improvements

• DevOps & ITSM Integration: Bridged the gap between traditional ITSM and modern engineering by designing a DevOps Velocity Model, integrating release pipelines with operational risk tracking to improve deployment stability by 25%

Automation & AI-Driven Operational Insights

• AI/ML & AIOps Integration: Pioneered the use of AI-driven operational analysis to proactively identify incident patterns and service degradation risks, resulting in a 25% reduction in MTTR.
• Implemented automated reporting and operational insights to provide leadership teams with real-time visibility into service performance.

Cloud-Based Solutions:

• Led the transition of legacy client processes to cloud-based ITSM platforms (ServiceNow), configuring automated workflows and CMDB structures to enhance service delivery efficiency.

Capability Building & Knowledge Leadership

• Conduct regular ITIL workshops, structured training sessions, and one-on-one mentoring programs to help delivery teams understand service management principles and industry best practices.
• Translate theoretical ITIL frameworks into practical operational models, enabling teams to implement consistent service management practices across engagements.
• Lead ITSM maturity assessments and process capability evaluations across client environments to determine the current state of operational processes.
• Perform detailed gap analysis against industry best practices, defining improvement roadmaps that help elevate process maturity levels.
• Drive Continuous Service Improvement (CSI) initiatives by converting assessment findings into structured improvement programs that strengthen governance and operational stability.
• Foster a culture of knowledge sharing, operational discipline, and service excellence across delivery teams.

Client Engagement & Global Collaboration

• Hold a valid B1 Visa and have travelled to the United States four times across multiple locations to support client leadership engagements and relationship building.
• Participate in strategic discussions with client stakeholders to strengthen delivery alignment and identify opportunities for service optimization and transformation.
• Work closely with leadership teams to ensure strong client relationships and executive visibility for delivery initiatives.

Relationship Management & Soft Skills

• Consensus & Conflict Resolution: Acted as the primary liaison between engineering teams, third-party vendors, and business stakeholders, expertly navigating high-pressure negotiations during Major Incidents to drive consensus and swift resolution.
  Global Partner Collaboration: Demonstrated a proven ability to operate across international time zones, maintaining high-touch communication with US business partners to ensure 24/7 operational excellence.

Pre-Sales & Strategic Contributions

• Collaborate with pre-sales and solution teams to develop capability decks, transformation proposals, and service design frameworks for potential client engagements.
• Support strategic discussions and proposal development that position ITSM transformation, automation initiatives, and service optimization opportunities.
• Contribute to solution design and service improvement proposals used for client presentations, transformation programs, and new project opportunities.

• Delivered ITSM solutions supporting day-to-day service operations, including coordination of infrastructure changes, backup implementations, and execution of approved change requests.
• Facilitated Change Advisory Board (CAB) meetings, ensuring effective evaluation of change risks, implementation plans, and alignment with operational priorities.
• Coordinated and supported SEV1 and major incident management activities, working with technical teams to drive resolution and conduct post-incident Root Cause Analysis (RCA).
• Prepared and presented RCA reports for clients and internal stakeholders, providing clear insights into incident causes, remediation actions, and preventive measures.
• Planned and implemented operational improvements to streamline daily service management activities and enhance service delivery efficiency.
• Managed service communications, including planned maintenance notifications, outage alerts, and the Forward Schedule of Changes (FSC) to ensure transparency with stakeholders.
• Conducted regular operational check-ins and monthly/quarterly service reviews, facilitating discussions on service performance, product updates, system upgrades, and future roadmap planning aligned with business objectives.
• Mentored and supported ITSM analysts in adopting Incident, Change, and Problem Management best practices, improving process adherence and operational consistency.
• Assisted in recruiting, training, and onboarding ITSM analysts, helping build a capable service management team and strengthening process knowledge across the delivery group.

• Led client transition initiatives to ServiceNow, designing workflows and configuring processes to enable seamless adoption of ITSM practices including Incident, Change, Problem, and Configuration Management.
• Independently managed core ITSM processes including Incident, Change, Problem, and CMDB operations, ensuring process adherence, operational governance, and consistent service delivery.
• Facilitated Change Advisory Board (CAB) meetings as Change Manager, coordinating with stakeholders to review change risks, implementation plans, and business impact to ensure controlled and successful deployments.
• Collaborated closely with project managers to track project delivery status, upcoming releases, and new initiatives, ensuring service management readiness and operational support for environment improvements.
• Supported major incident management activities, including sending executive alerts and communication updates during SEV1 incidents, ensuring leadership and stakeholders remained informed throughout the incident lifecycle.
• Coordinated with internal engineering teams and third-party vendors to drive faster incident resolution, leveraging escalation matrices to obtain appropriate technical and management attention when required.
• Ensured adherence to ITSM governance and compliance standards, conducting internal process checks and supporting pre-audit activities while tracking remediation and corrective actions.
• Managed and maintained the Configuration Management Database (CMDB) by defining CI scope, maintaining data accuracy, and ensuring alignment with configuration management processes.
• Contributed to the stabilization and maturity of ITSM processes by maintaining operational documentation, improving process workflows, and ensuring teams followed defined service management practices.

• Managed day-to-day IT service delivery operations, ensuring adherence to SLAs, timely ticket resolution, and consistent service performance across supported environments.
• Implemented operational improvements that enhanced service quality, process efficiency, and overall client satisfaction.
• Coordinated with internal technical teams and third-party vendors to drive faster resolution of incidents, using defined escalation matrices to ensure the appropriate level of attention from technical teams and management.
• Monitored the IT environment using reporting and analytics from BMC Remedy, identifying abnormal system behavior, recurring issues, and operational trends requiring proactive attention.
• Conducted weekly Post-Incident Review (PIR) meetings, analyzing major incidents to identify root causes, operational gaps, and improvement opportunities.
• Developed and presented incident performance metrics and operational insights, supporting continuous service improvement initiatives and process enhancements.
• Performed periodic audits of Incident Management processes to ensure adherence to defined procedures and industry best practices, providing structured feedback and improvement recommendations to stakeholders.
• Contributed to continuous service improvement (CSI) initiatives by identifying operational gaps and recommending improvements in processes, tools, and team capabilities.

• Streamlined change management processes and conducted training for ITSM specialists.
• Coordinated between service desk and technical teams to manage escalations and outages.
• Facilitates CAB Meeting as change coordinator with stakeholders and supports change management review meetings and change advisory boards to coordinate activities.
• Co-ordinate with internal and external teams working on to ensure timely updates.
• Co-ordinate with service desk while major issues reported by client.
• Managed all communication with Service managers for various change/INC activities.
• Carrying out effective partner and customer communication strategies throughout the entire project.
• Managing stakeholder relationships.

• Provided technical direction during major incidents and implemented permanent fixes.
• Represented the ITSM team in SEV 1 incidents, collaborating with clients and stakeholders.
• Performed Backup and storage devices health-checks.
• Work closely with support on critical INC and upgrade Activities.
• Represent Backup/storage team in weekly CAB meetings to ensure successful approval of stakeholders for RFCs.