Open to opportunities

jai krishna

@jaikrishna

Message

ITSM leader driving service delivery excellence, process automation, and cross‑functional teams.

India

Message

What I'm looking for

I seek a leadership role where I can drive ITSM transformation, combine automation with ITIL best practices, mentor global teams, and deliver measurable SLA and customer satisfaction improvements.

I am an ITSM and service delivery leader with over 19 years of experience designing, implementing, and optimizing IT service management processes across APAC, EMEA and NA. I have strong ITIL expertise and a proven track record of leading large global teams to meet strict SLAs.

In my recent roles I built and led a 50+ member global ITSM delivery team, achieved 100% SLA adherence for multiple consecutive years, delivered process improvement and automation initiatives that saved $200K annually, and maintained high customer satisfaction through tailored ITIL-aligned delivery models.

I bring hands-on experience across incident, problem, change, CMDB, ITOM, SIAM governance, and service transformation, and I look for opportunities to drive operational excellence, automation, and measurable business outcomes in dynamic, growth-oriented organizations.

Experience

Work history, roles, and key accomplishments

Current

Senior Project Manager

Current

HCL Technologies

Feb 2022 - Present (3 years 9 months)

Built and led a 50+ member global ITSM delivery team across APAC, EMEA and NA, achieving 100% SLA adherence for three consecutive years and delivering $200K annual savings through process automation.

ITSM ITIL Service Delivery ITOM ServiceNow SLA Management Process Automation Stakeholder Management

Service Delivery Coordinator

Kyndryl

Sep 2021 - Feb 2022 (5 months)

Managed commissioning of new services and servers with 100% on-time delivery while ensuring compliance and quality, and delivered projects within agreed timelines.

Service Delivery SIAM Project Management Commissioning Change Management

Service Delivery Coordinator

IBM India Pvt Ltd

Dec 2016 - Feb 2022 (5 years 2 months)

Led a global ITSM team across Incident, Problem, Change, Configuration and Request Fulfillment, implemented ITIL-aligned dashboards and maintained 100% agreed service levels for five consecutive years.

ITSM ITIL Dashboards Governance Global Team Management

Technical Specialist

HCL Technologies

Mar 2015 - Dec 2016 (1 year 9 months)

Transitioned Incident, Problem and Change Management projects, fixed operational gaps through proactive analysis and improved system availability for business-critical systems.

Incident Management Problem Management Change Management Availability Improvement Analysis Communication

Problem Manager

IBM India Pvt Ltd

Jul 2010 - Mar 2015 (4 years 8 months)

Performed proactive problem analysis, maintained KEDB accuracy to reduce incident resolution time, and conducted cross-team sessions to prevent major incidents and improve service availability.

Problem Management Root Cause Analysis Risk Management ITIL Continuous Improvement

Service Delivery Executive

CSS Corp

Sep 2006 - Jul 2010 (3 years 10 months)

Led a global team of technical associates, created knowledge base articles to reduce resolution times, and collaborated with development teams to identify and resolve recurring product issues.