Sijo George

• Client Engagement & Stakeholder Management: Cultivate and maintain strong relationships with key client stakeholders through proactive communication, high service delivery standards, and regular governance reviews to ensure strategic and contractual alignment.
• Process Improvement & Automation: Drive continuous improvement initiatives by identifying automation opportunities and streamlining processes, leading to measurable gains in efficiency and service quality.
• Ensured timely delivery of critical deliverables by closely monitoring progress against milestones and adjusting plans as necessary.
• Project & Transition Management: Lead end-to-end delivery of multiple concurrent projects, including transitions, ensuring adherence to timelines, scope, and budget, while providing regular updates to senior leadership.
• Business Delivery Enablement: Align project execution with broader business objectives, supporting the achievement of defined KPIs and organizational goals.
• Pursuit & Pre-Sales Support: Partner with the Pursuit and Solutioning teams to craft compelling ITSM and ServiceNow delivery proposals, including cost modeling, transition planning, and operational strategy.

Key Achievements:

• Boosted service delivery efficiency by 18% through targeted automation and workflow optimization.
• Elevated client satisfaction scores by implementing a structured feedback mechanism and proactively addressing service gaps.
• Played a pivotal role in multiple successful RFP responses by contributing delivery models and financial estimates, particularly for ServiceNow platform and Service Desk operations.

• Manage client expectations and demands proactively while maintaining good client relationships.
• Establish and maintain a catalogue of all existing Information Technology services offered.
• Worked closely with the product management and technical stakeholders to clarify the schedule, status and details of each project.
• Compare the past and existing service setup and implement the plans in accordance to effective development continuously by looking into opportunities for service improvements with changes in the existing and new services through a coordinated process.
• Using the gathered information to generate new, more efficient, robust and repeatable processes.
• Working with Business stakeholders, the Technical teams and the existing Support and Operational teams to implement discovered solutions in an iterative, agile and co-operative manner.
• Designing and implementing research program's to gather data regarding existing platforms, and business practices with a view to develop deep understandings and patterns of use.
• Leveraging data to understand current performance, and working with Service (Technology Infrastructure and Applications) owners to drive greater efficiency and control.
• Creating and ownership of a repository of documentation to allow consumers to understand governance, standards and processes.
• Conduct gap analysis for improvement and report the findings in a compelling way.
• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.

• Led cross-functional process improvement projects using Lean principles, resulting in a 15% reduction in cycle times.
• Identified and delivered commercial improvement opportunities that enhanced customer satisfaction scores by 12%.
• Built reporting frameworks and dashboards that informed senior leadership and enabled faster decision-making.
• Initiated global change initiatives, improving operational lead times and service delivery consistency.

• Managed high-severity incident queues under ITIL framework, reducing average resolution time by 20%.
• Conducted rapid root-cause assessments and escalated issues, minimizing business disruption.
• Owned end-to-end resolution of Severity 1 & 2 incidents, consistently meeting SLA targets and escalation standards.
• Produced detailed post-mortem reports and incident analysis documentation for knowledge sharing.

• Delivered L1 technical support for Citrix products (XenDesktop, XenServer, NetScaler), resolving 100+ licensing and access issues monthly.
• Resolved login and portal access issues with 95% first-call resolution rate.
• Assisted clients with subscription renewal, order confirmations, and account validation, ensuring smooth B2B transactions.

• Provided Tier-1 support for Citrix enterprise tools, assisting in license provisioning and system access issues.
• Resolved login/payment issues for global clients, ensuring SLA compliance and process adherence.
• Contributed to support documentation and knowledge base for faster resolution workflows.