Salman Shaikh
Pune
Summary
Strategic Project Manager with deep experience leading multi-stream IT programs from concept through production and BAU transition. Strong in stakeholder management, risk governance, and delivery execution, with the ability to translate business objectives into actionable plans. Recognized for building high-performing teams, enabling predictable delivery, and driving continuous improvement.
Overview
22
22
years of professional experience
6
6
Certifications
Work History
Associate Manager Project Management
Altera Digital Health
Pune
10.2011 - 11.2025
- Led end-to-end delivery of ServiceNow implementation, including ITOM/CMDB, overseeing requirements discovery, platform configuration, workflows, integrations, testing, go-live, and post-implementation stabilization to ensure solutions aligned with business needs.
- Owned project delivery governance, managing scope, timelines, milestones, and success criteria, while ensuring alignment with business objectives, platform standards, and ServiceNow best practices.
- Served as the primary liaison between business stakeholders, platform owners, and cross-functional technical teams, translating business requirements into clear, executable ServiceNow solutions, and ensuring smooth end-to-end execution.
- Drove structured stakeholder communication and governance, facilitating requirement workshops, design walkthroughs, and steering committee updates, while providing clear status reporting to ensure transparency, alignment, and executive buy-in.
- Established and managed strong project governance frameworks, including RAID logs, risk and issue tracking, change control, dependency management, and delivery dashboards, to proactively identify issues and drive timely resolution.
- Ensured high-quality, on-time, and on-budget delivery across multiple parallel ServiceNow initiatives, maintaining alignment with business requirements, while balancing competing priorities and delivery risks.
- Led initiatives across the ServiceNow workspace, enabling downstream processes like Incident, Change, Request, and Event Management, as well as ITOM integrations with monitoring solutions to triage tickets.
- Coordinated delivery across distributed teams, including ServiceNow developers, infrastructure, cloud, security, monitoring, and external vendors.
- Drove Agile delivery with clear sprint accountability, actively managing and prioritizing the backlog, reviewing work completed, and balancing business urgency with platform stability to enable controlled releases, and minimize production risk.
- Proactively identified risks and dependencies, along with change impacts, across integrations of monitoring tools, cloud platforms, and ServiceNow modules.
- Led cutover and release planning, CAB approvals, and effective and timely communication, ensuring a smooth go-live and transition to BAU operations support.
- Drove operational effectiveness by helping to build ITSM, a knowledge base, SOPs, and enabling the support teams through knowledge transfer.
- Defined and monitored KPIs to track adherence to schedule, defects, stakeholder satisfaction, scope for optimization, and reduce rework by bringing collaboration to solve problems and setting standards around continuous improvement.
Team Coach
Hutchison 3 Global Services
Pune
05.2007 - 10.2011
- Led, coached, and developed a team of associates through structured one-on-ones, performance reviews, and tailored action plans, driving improvements in quality, CSAT, productivity, and schedule adherence.
- Built a high-performance culture through consistent, constructive feedback and mentoring, empowering team members to overcome performance challenges, and grow professionally.
- Owned end-to-end performance management, including KPI definition, agent scorecards, and execution of Performance Improvement Plans (PIPs), achieving a 100% success rate in transitioning associates out of the bottom quartile.
- Acted as the primary escalation point for customer and operational issues, ensuring timely resolution, and stakeholder confidence.
- Supported workforce effectiveness by monitoring real-time queues, managing adherence, and partnering with training teams to onboard, and enable new hires.
Sr Executive Insurance Operations
WNS
Pune
10.2006 - 05.2027
- Validated and assessed new insurance claims with a strong focus on accuracy, compliance, and risk mitigation, ensuring error-free handoff to processing teams and reducing downstream rework.
- Drove process efficiency by identifying gaps in claims intake and recommending improvements that accelerated claim movement across teams and supported consistent achievement of TATs.
- Acted as a subject-matter resource for claims processes, supporting new joiners through training and on-the-job guidance to ensure adherence to quality and regulatory standards.
Workforce Management Specialist
Mphasis
Pune
12.2004 - 10.2006
- Planned and optimized workforce rosters using historical volume trends and shrinkage analysis to ensure adequate staffing levels and consistent adherence to client-defined SLAs.
- Managed real-time workforce operations by monitoring schedule adherence and queue performance, proactively adjusting staffing to maintain service levels and minimize operational risk.
- Partnered with operations leadership to provide visibility into coverage gaps and capacity constraints, enabling timely decisions to support business continuity.
Skills
- Program & Portfolio Leadership
- Executive stakeholder and client management
- Risk, governance, and change management
- Financial, resource, and vendor management
- Change Management & Organizational Readiness
- Vendor & Contract Management
- Agile, Hybrid & Waterfall Delivery Models
- Operational Excellence
- Team Management & Leadership
Certification
Project Management Professional (PMP®)
Education
- Bachelor of Business Administration - Periyar University (2012)
Timeline
Associate Manager Project Management
Altera Digital Health
10.2011 - 11.2025
Team Coach
Hutchison 3 Global Services
05.2007 - 10.2011
Sr Executive Insurance Operations
WNS
10.2006 - 05.2027
Workforce Management Specialist
Mphasis
12.2004 - 10.2006