Sukesh Jadow

• Spearheading governance, standardization, and maturity improvements across critical ITSM processes including Monitoring & Event Management, Service Configuration, Change, Incident, and Problem Management.
• Driving end-to-end lifecycle management of IT Asset and Configuration Management to ensure accurate, real-time visibility and alignment with compliance and audit requirements.
• Leading IT Infrastructure Qualification (ITIQ) initiatives to align with GxP and regulatory expectations, ensuring timely qualification of new infrastructure with minimal disruption.
• Strengthening Service Desk and Knowledge Management capabilities through automation, standardized knowledge article frameworks, and integration with self-service platforms.
• Implementing Backup & Restore strategy and governance framework for business continuity, risk mitigation, and compliance with data retention policies.
• Establishing metrics-driven Continuous Service Improvement (CSI) initiatives with a focus on service availability, quality, and efficiency gains.
• Collaborating with cross-functional teams to streamline change control and minimize operational risks through predictive analytics and improved risk assessment models.
• Enabling seamless alignment between operational processes and enterprise tools (e.g., ServiceNow, SAP, Kneat) to support digital transformation and process compliance.

• Lead standardization of global engineering and ITSM processes to ensure alignment with GxP, QA, and CGMP compliance across Novartis manufacturing and R&D sites.
• Spearheaded the migration of 5000+ process maps from NIMBUS to ADONIS, creating a centralized repository that supports process harmonization and audit readiness.
• Designed and deployed KPI dashboards to measure engineering service and process maturity, enabling data-driven governance.
• Acted as engineering process focal point during audits and inspections, ensuring rapid closure of findings and quality assurance alignment.
• Partnered with digital and site engineering teams to re-engineer the software lifecycle process, targeting a 20% cost reduction on a $55M annual spend.
• Developed SOPs, playbooks, and role-based training programs for consistent global execution.
• Supported cross-functional initiatives such as software qualification, commissioning practices, and system availability standards.

• Led transformation of ITSM processes in ServiceNow, including Incident, Change, Configuration, Problem, and Knowledge Management.
• Designed scalable governance models for enhancements, upgrades, POCs, and integrations across 200+ stakeholders.
• Built automated workflows to streamline service operations and reduce manual interventions.
• Enabled metric-based continuous improvement through Power BI dashboards and process health reporting.
• Collaborated with Compliance, Security, and Architecture teams to ensure audit traceability and risk mitigation.Engineering & Digital Process Initiatives (Select Highlights)

Key Responsibilities:

• Lead alignment and governance of 11 critical ITSM processes: Monitoring & Event Management, Service Configuration Management, Change, Incident, Problem, IT Asset, Knowledge, Service Desk, Continuous Service Improvement, IT Infra Qualification, and Backup & Restore.
• Ensure consistent, audit-compliant execution of processes across internal teams and external vendors.
• Champion end-to-end process integration for proactive service operations, reduced incident volumes, and improved resolution times.
• Provide guidance to global process owners and drive adoption of best practices, KPIs, and continual improvement plans.

Key Achievements:

• Successfully led Change Management as Process Manager for nearly 3 years, passing PwC audits for two consecutive years through governance and simplification.
• Standardized global change workflows, reducing change lifecycle time and minimizing change-related incidents.
• Chaired CAB meetings for critical changes in TIS, driving effective risk mitigation and stakeholder alignment.
• Managed deployment of ServiceNow Change Management module globally, including user story creation, form/catalog design, compliance controls, and training (Up4Growth L100/L200).
• Collaborated on CMDB modelling, complex CI cataloging, and change impact analysis across global data centers (Basel, Stein, Fort Worth, East Hanover).
• Delivered key programs such as:
  TechVision – Achieved 50% business downtime reduction (2020).
  Gemini Project – Decommissioned 4000+ CIs with minimal risk to operations.
  AppDynamics Onboarding – Identified 100+ OCA applications; onboarded 10 in Wave 1.
  Carbon for IT – Led onboarding of SaaS apps to Azure AD and print services resumption.
  Control-M Transition – Migrated 3000+ jobs, optimizing license usage and performance.
• Spearheaded ideation and automation initiatives, embedding a culture of continuous improvement across change and incident management.

• Spearheaded organization-wide initiatives to drive quality and change management improvements.
  Standardized processes for incident, problem, and change management across departments.
  Supported service transition for self-serve tools, enhancing testing, release, deployment, and validation of changes.
  Achieved 19% reduction in incidents through effective problem management, saving four full-time equivalents in 2010.
  Provided operational excellence support for application consolidation and infrastructure optimization initiatives.
  Established centralized governance to monitor, track, and report performance metrics.
  Enhanced auto-heal resolutions by minimizing unknown software and hardware errors in IP Center.
  Implemented business process management techniques to uphold quality assurance and control standards.

• Experience in setup, administration and customization options of BMC Control-M/Enterprise Manager (Control-M/ EM), Control- M/ Server, Control-M/ Agent, Control-M Control Modules, Control-M/ Forecast, and BMC Batch Impact Manager
  • Implement Control-M/ Server database mirroring and failover
  • Install Control-M/ Server and associated fix packs and establish communication with Control-M/ EM using the Control-M Configuration Manager user interface
  • Knowledge of creation of job processing definitions using the companion product
  • Control-M/ Desktop, as required supporting administrative functions
  • Use various Control-M/ EM utilities and Control-M/Server utilities to administer the products
  • Implement Control-M/ EM security options by defining users and groups, and by selecting configuration options
  • Implement user management options through LDAP/ Active Directory support options
  • Implement workload management and load balancing through node groups Manage and troubleshoot new day processing
  Education:
  Bachelor’s Degree, in Electronics and Communication from VTU Karnataka: 2004 - 2008
  Personal Details: