Hi, I’m
Preethi K.N Rao
ServiceNow Project Manager
Bangalore,KA
Summary
ServiceNow Project Manager with 13 years of hands-on and results-driven IT experience and 10+ years of extensive experience in delivering ServiceNow transformation programs across ServiceNow ITSM, CSM, SPM and Platform capabilities. Proficient in all aspects of project management, stakeholder engagement, and ServiceNow platform solutions, proposal response, and executing process/solution consulting engagements. Proficient at managing complex projects from initiation to completion while ensuring quality, timeliness, and cost-effectiveness
Overview
13
years of professional experience
5
Certifications
3
Languages
Work History
Hitachi
ServiceNow Project Manager
06.2025 - Current
Job overview
- The ServiceNow Project Manager is responsible for end-to-end service delivery, ensuring that ServiceNow services are delivered on time, within scope, and at agreed service levels, while maintaining strong stakeholder relationships.
- Handling team size of 54
- Facilitated Agile ceremonies including sprint planning, daily stand-ups, reviews, and retrospectives.
- Acted as the primary point of contact for clients, product owners, architects, and development teams.
- Established project governance, RAID logs, and weekly status reporting for leadership and stakeholders.
- Coordinated UAT, cutover planning, and go-live activities with minimal production impact.
- Managed project scope, schedule, budget, and resources, ensuring delivery within agreed SLAs.
- Own overall ServiceNow service delivery (ITSM CSM /SPM etc.)
- Ensure adherence to SLAs and KPIs
BHP
ServiceNow Associate Manager
07.2023 - 05.2025
Job overview
- As a ServiceNow Technical expert advisor guiding the Transformation team of Enterprise Architects, Platform Owner and Dev teams to implement ServiceNow ITSM.
- Defined & established operating model, Program & Technical governance for timely decisions by identified stakeholders
- Continuously fostering teamwork among individuals in various locations, guiding them to achieve project outcomes and personal goals aligned with customer business outcomes
- Leading multiple large-scale Enterprise-wide Transformation programs with tight deadlines and handling high-risk situations logically across UK, Australian region
- Run periodic governance connect at strategic and leadership level to evaluate the demands and help take decisions
- Guided customer on the adoption sequence as part of defined and aligned Implementation Roadmap
Telia, Nokia
ServiceNow Platform Lead
01.2022 - 06.2023
Job overview
- As a ServiceNow Platform Lead managed a team of 15+ ServiceNow talents to implement ServiceNow ITSM and CSM modules.
- Ensured successful platform upgrade to Washington release.
- Analyzed and translated business requirements into high level design blueprint aligned with business objective
- Established strategy to manage the environment, releases and foundation data
- Managed technical governance processes, Health-Scan to align to ServiceNow best practices
- Lead the Agile ceremonies – Daily stand-ups, Sprint planning, grooming, retrospective
- As a Technical advisory to development team, guided on best practices in configuration/ development/ deployment.
- Assisted in the pre-sales stage in proposal response, customer demo/oral presentation
ServiceNow Lead
10.2018 - 01.2022
Job overview
- Transformed ITSM solution from TOPdesk to ServiceNow, with a team of 8 members and executed all the implementation phases (Requirements, Design, Build, Test, deployment, and hyper-care support)
- Implemented – Incident, Problem, Change, Service Request, Knowledge
- Gathered requirement from Process /Business owners to implement ITSM enhancements to meet business objectives
- Configured Service Catalog items (100+), fulfillment tasks using flow designer for Workplace and Infrastructure services
- Designed and implemented Service/ Service offering, commitments, and SLA definitions
- Hand-on experience to configure simple requirements using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, ,Script Includes, Reports, imports sets/transform maps etc.
- Designed and implemented various persona-based IT Dashboards
- Configured and published over 100+ Service Catalog items with associated workflows
- Worked on design, build and configuration of complex workflows and custom workflow activities
- Created and modified Business Rules, Client scripts, UI Policies and UI Actions to configure the instance as per Business requirements
- Created and maintained the batch update sets to move configurations between sub-production to production instances, as a Release Manager.
- Supported ServiceNow instance core setup and configurations (Foundation data, SLA, Notifications, basic administrations)
ServiceNow Senior Developer
01.2017 - 09.2018
Job overview
- As a ServiceNow Senior Developer, I collaborated closely with clients to gather, clarify and validate business requirements, ensure alignment with organizational goals and ServiceNow Best practices.
- Developed and maintained ServiceNow applications, including Incident, problem, change and knowledge management modules
- Configured and customized ServiceNow Modules, including creating business rules, UI Actions, UI Policies and clients’ scripts to meet specific requirements.
- Performed peer code reviews to ensure adherence to coding standards and maintainable codebase.
- Provided post-implementation support and resolved complex technical issues, ensuring seamless operations.
ServiceNow Developer
09.2015 - 01.2016
Job overview
- Used Update sets to move customizations from instance to instance.
- Adding and managing users, groups and roles.
- Experience of creation of Catalog items, record producers, order guide.
- Designing and implementing new functionalities using Client Scripts, Business Rules, UI Policies, UI Actions, Script Includes.
- Worked on ServiceNow Administrative Task.
Technical Solutions Representative
01.2013 - 09.2015
Job overview
- Resolving technical issues of HP Software
- Extensively involved in User Interface Testing, Integration testing, System Testing and UAT testing of various HP CRM Tools like: HP Care force, SR Dash, HP Next gen
Education
Bachelor of Engineering from Electronics and Communications
East Point College of Engineering And TechnologyBangalore India
Bachelor of Engineering
04.2001
Skills
ServiceNow implementations
Tech ServiceNow ITSM, CSM
Relationship Management
Agile ways of working
Presentation to Sr Leaders
Research and Analysis
JavaScript, Glide scripting
Budgeting
Project and People Management
scoping, and estimations
ServiceNow Project Management
Agile (Scrum), Waterfall
Budgeting & Forecasting
Sprint Planning & Release Management
ServiceNow PPM, Agile Development
Certification
ServiceNow Certified Implementation Specialist (CIS) – ITSM
Awards and Recognition
Best Team player award at HP in the year 2014, Best Leadership award at ISG in the year 2015,2018 ,2021, ACE Award at Accenture in the year 2023, Change Management Champion in the year 2025 at New Rocket.
Timeline
ServiceNow Project Manager
Hitachi
06.2025 - Current
ServiceNow Associate Manager
BHP
07.2023 - 05.2025
ServiceNow Platform Lead
Telia, Nokia
01.2022 - 06.2023
ServiceNow Lead
10.2018 - 01.2022
ServiceNow Senior Developer
01.2017 - 09.2018
ServiceNow Developer
09.2015 - 01.2016
Technical Solutions Representative
01.2013 - 09.2015
East Point College of Engineering And Technology
Bachelor of Engineering
04.2001
Bachelor of Engineering from Electronics and Communications