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 (4 years 4 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 Analysis Communication Availability Improvements

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.

Service Delivery Knowledge Management Process Automation People Management Testing Troubleshooting Customer Support