Preethi User

I’m a Senior Manager with 17+ years of experience supporting enterprise IT environments, specializing in ITSM, vendor governance, and incident/problem management. I’ve consistently aligned delivery to business objectives through ITIL-driven service models and measurable performance management.

In my current role at UST Global, I contribute to RFP development, lead cross-functional teams across ITSM towers, and implement KPIs to track performance. I oversee ServiceNow integration/enhancements (including CMDB, analytics, and reporting), establish governance models, and define SLAs/OLAs to improve operational consistency.

I also lead maturity assessments and ITIL-aligned process implementations for multi-client environments, while initiating CSI projects to drive faster incident resolution. I design SOPs, process maps, and documented policies, and I collaborate on risk mitigation and policy baselining to strengthen compliance.

Earlier at Capgemini and Unisys Global Services, I managed end-to-end CSI activities, enhanced ServiceNow workflows, and owned Problem Management leadership through RCA, trend training, and proactive service improvements. I’m known for mentoring teams, balancing workloads to achieve SLA targets, and delivering measurable results—such as reducing recurring incidents and improving client outcomes.