SATINDER LORIYA
ServiceNow Professional
Noida
Summary
Distinguished IT Service Management and Digital Transformation leader with 20+ years of progressive experience driving enterprise-wide ServiceNow implementations, ITSM excellence, and portfolio management across global markets. Currently leading a 250+ professional ServiceNow portfolio across UK and Europe with demonstrable success in profitability optimization, strategic client engagement, and large-scale digital transformations. Proven track record of delivering $300M+ complex implementations across Banking, Financial Services, Pharmaceutical, and Telecommunications sectors in North America, Europe, Middle East, Africa, and Asia. Expert in architecting enterprise solutions, leading pre-sales engagements, and building high-performing teams that consistently exceed operational and financial objectives. Strategic advisor to C-suite executives on digital transformation roadmaps, service delivery optimization, and IT modernization initiatives. Recognized for translating complex business requirements into scalable ServiceNow solutions while maintaining operational excellence and stakeholder alignment.
Overview
24
24
years of professional experience
4
4
Certifications
Work History
Portfolio Lead - Associate Director
Cognizant India Services Pvt Ltd
04.2024 - Current
- Leading UK ServiceNow portfolio comprising 250+ professionals across diverse client engagements with full P&L accountability and strategic delivery oversight.
- Spearhead portfolio strategy for UK market generating substantial revenue growth through solution innovation and client relationship excellence
- Drive pre-sales excellence across RFI/RFP/Due Diligence processes, achieving improved win rates through standardized methodologies and competitive positioning
- Provide delivery sign-off for new implementations ensuring architectural integrity, resource optimization, and risk mitigation
- Architect enterprise ServiceNow solutions aligned with strategic business objectives across ITSM, ITOM, SPM, ITAM, and BPA domains
- Establish unified Platform Foundation strategy in collaboration with cross-functional portfolio managers
- Develop and maintain leading practice assets including workshop materials, use cases, reference architectures, and implementation starter kits
- Lead strategic process improvement initiatives enhancing team efficiency and portfolio management effectiveness
- Facilitate C-level strategic engagements providing deep subject matter expertise and thought leadership
- Structure service portfolio management frameworks with governance processes and 6-month roadmap planning
- Monitor portfolio pipeline balancing demand, resources, projects, and enhancements within financial constraints
- Maintain resource capacity planning and utilization optimization across the portfolio
- Successfully transitioned 5+ major accounts from pre-sales to implementation
- Improved portfolio profitability through resource optimization and delivery excellence
- Established standardized solution frameworks reducing proposal development time by 40%
Senior Program Manager - ServiceNow Solution Architect
Accenture Solutions Pvt Ltd
01.2014 - 03.2024
- Led end-to-end ServiceNow implementations and ITSM transformations across multiple geographies managing complex, multi-million dollar programs for Fortune 500 clients.
- Architected and delivered enterprise IT solutions aligned with strategic business and technical requirements
- Managed complete ITSM, ITOM, ITBM, and ITAM implementation lifecycle including both OOTB and customized solutions
- Provided technical leadership post-deal closure encompassing functional design, technical architecture, and overall project delivery
- Executed ServiceNow Architect solutions implementing best practices across all modules
- Led testing, installation, and implementation of new and enhanced ServiceNow applications
- Developed transition and transformation plans through comprehensive gap analysis and maturity assessments
- Performed business requirements evaluation and technology assessments establishing As-Is baselines and future state recommendations
- Conducted ITSM Process Maturity Assessments and built improvement roadmaps for process optimization
- Managed complete ITIL process and tools implementation lifecycle from gap identification to adoption
- Provided functional consulting on ITSM module design and implementation for Infrastructure and Application Management
- Performed ITIL-compliant tool evaluations and product comparisons (ServiceNow vs. legacy platforms)
- Led management reviews and governance for Service Management functions
- Executed scrum master responsibilities including product backlog management, sprint planning, and team optimization
- Client Location Scope
- NIC Saudi Arabia ITSM, ITOM, ITBM, ITAM & BPA (On-Prem)
- EISAI USA ITSM & ITOM, IT Infrastructure Management
- FAB UAE Datacenter Migration & ServiceNow Implementation
- NHS UK ITSM & ITOM Implementation
- AXIS Capital Multiple ITSM & ITOM Implementation
- MTN South Africa/Dubai ITSM Assessment
- Table 1: Major Client Engagements
- Successfully delivered $30M+ programs across North America and Middle East region
- Pioneered ServiceNow on-premise implementation methodology for public sector clients
- Created white paper for On-Prem ServiceNow implementation in KSA public sector
- Led 5 Service Improvement Projects achieving measurable operational efficiency gains
- Developed standardized pre-sales methodologies increasing win ratio and reducing turnaround time
- Built repeatable solution frameworks adopted organization-wide
- Represented organization in high-value pre-sales opportunities resulting in multiple wins through optimized ITSM/ITOM solutions
Project Manager
IBM India Pvt Ltd
02.2013 - 12.2014
- Managed IT service delivery and project implementation for Bank of Ireland account ensuring operational excellence and client satisfaction.
- Key Responsibilities:
- Led project delivery teams ensuring adherence to quality standards and timelines
- Managed client relationships and stakeholder communications at senior levels
- Implemented ITSM best practices and process improvements
- Coordinated cross-functional teams for seamless service delivery
IT Manager - Project Delivery
India Today Group
06.2011 - 02.2013
- Led IT project delivery and infrastructure management for one of India's premier media organizations.
- Key Responsibilities:
- Managed end-to-end project delivery for IT initiatives
- Oversaw IT infrastructure operations and support teams
- Implemented IT governance frameworks and quality standards
- Coordinated with business stakeholders for technology enablement
Project Delivery Lead
NaviSite India Pvt Ltd
01.2010 - 06.2011
- Directed project delivery operations for US-based managed services provider.
- Key Responsibilities:
- Led project delivery teams across India and USA locations
- Managed client relationships and service delivery excellence
- Implemented ITIL-based service management practices
- Coordinated offshore-onshore delivery models
Service Desk Manager - IT
Serco BPO
08.2008 - 01.2010
- Managed IT service desk operations ensuring high-quality support delivery.
Specialist - Service Transition
HCL Comnet
09.2005 - 08.2008
- Led service transition initiatives for AMD account.
IT Specialist
Positive Solutions
07.2002 - 08.2005
- Delivered IT support and managed infrastructure to ensure operational reliability.
Education
MBA - Information Technology
Karnataka State Open University (KSOU)
Bachelor of Commerce - undefined
Mahatma Gandhi University (MGU)
Skills
- ServiceNow ITSM, ITOM, ITAM, SPM & Other modules expertise
- Frameworks & Methodologies: ITIL V2/V3, PRINCE2, Agile/Scrum, ISO15000
- Service Management: Incident Management, Problem Management, Change Management, Service Request Management, Asset Management, Configuration Management, Knowledge Management
- Tools & Platforms: ServiceNow Platform Architecture, IT Service Management Tools, Project Management Software
Certification
ServiceNow Certified System Administrator (CSA)
Timeline
Portfolio Lead - Associate Director
Cognizant India Services Pvt Ltd
04.2024 - Current
Senior Program Manager - ServiceNow Solution Architect
Accenture Solutions Pvt Ltd
01.2014 - 03.2024
Project Manager
IBM India Pvt Ltd
02.2013 - 12.2014
IT Manager - Project Delivery
India Today Group
06.2011 - 02.2013
Project Delivery Lead
NaviSite India Pvt Ltd
01.2010 - 06.2011
Service Desk Manager - IT
Serco BPO
08.2008 - 01.2010
Specialist - Service Transition
HCL Comnet
09.2005 - 08.2008
IT Specialist
Positive Solutions
07.2002 - 08.2005
Bachelor of Commerce - undefined
Mahatma Gandhi University (MGU)
MBA - Information Technology
Karnataka State Open University (KSOU)
CORE COMPETENCIES
- Leadership & Strategy
- Portfolio Management & P&L Accountability
- Strategic Planning & Roadmap Development
- Digital Transformation Leadership
- Stakeholder & Executive Relationship Management
- Cross-functional Team Leadership (250+ professionals)
- Change Management & Organizational Development
- Technical & Delivery Excellence
- ServiceNow Architecture & Implementation (ITSM, ITOM, ITAM, ITBM, SPM, BPA)
- ITIL V2/V3 Process Design & Optimization
- Pre-Sales & Solution Engineering (RFP/RFI/POC)
- ITSM Maturity Assessment & Gap Analysis
- Agile/Scrum Methodologies
- IT Governance & Quality Frameworks (ISO15000)
- Business & Commercial
- Multi-million Dollar Program Management
- Business Case Development & Value Realization
- Contract Negotiation & Vendor Management
- Revenue Growth & Profitability Optimization
- Risk Management & Compliance