Saurabh Bajpai

Senior Manager | ServiceNow Transformation | Global Process Excellence | AI & Copilot Innovation | Knowledge Management | DPR |Performance Analytics

Spearheaded user adoption initiatives for PwC's Service Hub transformation by creating role-based training materials, SOPs, process documentation, and guided experiences, enabling 10,000+ end users across global territories.

• Led the migration readiness and adoption initiatives for PwC territories transitioning from Legacy Service Hub to Employee Service Portal (ESP), serving as a key contributor to global transformation and standardization efforts.
• Owned global process enablement for Digital Product Release (DPR), Knowledge Management, and Performance Analytics, ensuring consistent governance, adoption, and operational excellence across US, EMEA, and APAC territories.
• Developed onboarding assets, SOPs, user guides, training curricula, and knowledge materials to enhance adoption of new ways of working and user experience across global teams.
• Partnered with product owners, platform teams, and business stakeholders to evaluate new ServiceNow capabilities, perform end-to-end feature validation, coordinate user acceptance testing, and support successful releases.
• Authored baseline process documentation for DPR, including Adoption Journeys, Approval Frameworks, Release Targets, Release Templates, and governance models that improved process standardization and user adoption.
• Designed and delivered instructor-led and virtual training programs for global stakeholders across multiple regions, enabling smoother onboarding, increased platform utilization, and faster realisation of business value.
• Built executive-level Performance Analytics dashboards and Incident Management KPI reports, transforming complex operational data into actionable insights that enhanced decision-making, transparency, and reporting maturity.
• Created unified reporting framework by consolidating multiple stakeholder views into a single dashboard, enhancing data accessibility and operational visibility.
• Designed and implemented AI-powered Copilot agents to automate routine activities like report generation and user guidance, driving productivity and operational effectiveness.
• Recognized by global leadership and stakeholders for delivering high-quality transformation artifacts, process governance frameworks, training programs, analytics solutions, and AI-driven innovations aligned with PwC's strategic vision.

Client: DSM-Firmenich, Boralis, Hindustan UniLever

Own operational governance, customer success, delivery performance, and financial accountability for enterprise ServiceNow engagements.

• Lead global ServiceNow support, development, and transformation programs, managing cross-functional teams across delivery, consulting, and project functions.
• Enhanced customer experience through KPI-driven service management, focusing on CSAT, resolution times, service quality, and backlog optimisation.
• Delivered automation-led operational improvements by combining ServiceNow capabilities, ITIL practices, and organizational best practices.
• Transitioned multiple support and development services from client and vendor organizations, ensuring seamless business continuity.
• Directed Agile release, change, and deployment governance processes across complex enterprise environments.
• Scaled high-performing ServiceNow teams through talent acquisition, mentoring, capability development, and employee engagement initiatives.
• Collaborated with global stakeholders, sales organisations, architects, and delivery teams to drive successful digital transformation outcomes.

Clients: TryG - Insurance

• Designed and deployed ServiceNow Release Management capabilities, improving release planning, execution, and governance.
• Led ServiceNow Release Management transformation for Tryg, designing and implementing governance processes and controls that enhanced release accountability.
• Managed multi-vendor Change Management programs, ensuring effective stakeholder alignment, risk mitigation, and service continuity.
• Established governance forums and operational review structures, strengthening service integration and supporting effective decision-making.
• Partnered with business, platform, and delivery teams to drive process maturity, service excellence, and continuous improvement initiatives.
• Built executive-level IT performance dashboards, consolidating service visibility across suppliers and service providers for informed decision-making.

Key Achievements

HCL Technologies – Associate Consultant / SIAM Lead / Change Manager

Clients: EDF Luminus, Borealis, Bombardier, PACT

• Led enterprise-wide SIAM (Service Integration and Management) and Organizational Change Management initiatives, enabling successful transformation programs across customers, suppliers, and internal delivery organizations.
• Designed and executed end-to-end change management strategies, adoption frameworks, stakeholder engagement plans, communication models, and training programs to ensure seamless business transitions and sustainable outcomes.
• Partnered with project managers, program leaders, SMEs, and executive stakeholders to drive organizational readiness, business adoption, governance alignment, and realization of transformation objectives.
• Established and governed multi-vendor SIAM operating models, enhancing service integration and accountability through Doer-Checker frameworks, governance structures, KPI frameworks, reporting standards, and escalation models.
• Designed risk assessment methodologies and change governance frameworks that were subsequently adopted across multiple customer engagements and internal HCL transformation programs.
• Led Change, Release, Incident, Problem, Knowledge, Availability, Capacity, and Continual Service Improvement (CSI) process implementations for customers across Energy, Telecom, Insurance, Transportation, Manufacturing, and Retail sectors.
• Chaired Global CAB (Change Advisory Board) forums, managed high-risk change approvals, conducted post-implementation reviews, and ensured compliance with ITIL best practices and organisational governance standards.
• Delivered ServiceNow, Remedyforce, HP Service Manager, and other ITSM platform implementations, process integrations, UAT support, workflow optimization, and operational governance enhancements.
• Established CSI programs and Service Improvement Plans (SIPs), driving process maturity, reduction in operational risks, enhanced service quality, and improved business outcomes across global engagements.
• Acted as a trusted advisor to customer leadership teams, managing governance boards, supplier relationships, escalations, audits, compliance reviews, and strategic process transformation initiatives.
• Led infrastructure-focused change governance covering Cloud, Data Center, Security, Database, and Server environments, ensuring controlled deployments and minimizing operational risks.
• Created and maintained comprehensive process documentation, operating procedures, and governance artifacts, facilitating enterprise-wide adoption and ensuring operational consistency.
• Conducted ITIL, Service Management, and Process Governance training programs, mentoring teams and supporting capability development across globally distributed delivery organizations.
• Successfully established SIAM operating models and supplier governance frameworks across complex multi-vendor environments.
• Implemented and improved ITIL processes including Change, Incident, Problem, Release, Knowledge Management, Availability, Capacity, and CSI for multiple global customers.
• Received recognition from HCL leadership for developing innovative risk assessment methodologies and change governance practices.
• Acted as the primary customer-facing stakeholder for several strategic accounts, driving governance excellence and service improvement initiatives.
• Recognised with Certificate of Recognition (2019) for contributions towards process excellence and service delivery transformation.
• As Offshore Service Integration Lead (SIAM Change Manager/Offshore SIAM Lead/Configuration Manager).
• Assumed responsibility for managing ITSM processes for PACT to ensure effective service delivery.
• Facilitated alignment of ITSM processes with Bombardier's ITSM Tool for improved operational efficiency.
• Monitored end-to-end SLA delivery for IS services across multiple suppliers.
• Provided immediate intervention to address potential breaches of SLAs, ensuring service continuity.
• Coordination of all IS Services suppliers (including HCL) to continuously improve service delivery.
• Compiled and consolidated performance reports from various IT vendors for comprehensive analysis.
• Identified and implemented improvement measures based on Bombardier's requirements for PACT, enhancing service quality.
• Led team of service management professionals at HCL, overseeing daily operations and enhancing team performance through effective management and support.
• HCL Ltd is a global IT services company.

Wipro Technologies – SVN Administrator

Royal Mail Group | Wipro GSMC | Aircel | Uninor

Managed source code versioning and release governance using SVN to ensure controlled deployments, maintain configuration integrity, and provide traceability across multiple environments.

Conducted configuration audits to ensure alignment between version control practices, change management processes, and release governance standards, enhancing compliance and accountability.

• Supported branch management, code baselining, release packaging, and deployment coordination for enterprise application releases.
• Partnered with development, testing, and infrastructure teams to facilitate seamless application releases, minimising deployment risks and improving overall release quality.
• Developed and maintained Shell Scripts to automate operational activities, reporting, and routine support tasks.