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SALIM SHAIKH

@salimshaikh1

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Experienced Change Manager with a strong background in IT Service Management.

India

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What I'm looking for

I am seeking a managerial role in IT Service Management that fosters growth and innovation.

With over 20 years of experience in IT Service Management, I have honed my skills in operations, team leadership, and change management. Currently, I serve as a Global Process Owner for Change Management at Atos India Pvt Ltd, where I lead end-to-end change management processes for major clients like ENEL and Ferring. My journey has been marked by significant achievements, including the successful implementation of the SNOW tool for change management, which received commendations from clients and audit teams alike.

Throughout my career, I have demonstrated a proactive attitude and a commitment to fostering a positive work environment that enhances team performance. My previous roles at IBM and WNS Global Services have equipped me with a robust understanding of change management and operational excellence. I am passionate about continuous service improvement and have consistently identified opportunities to enhance processes, ensuring that all service level agreements are met.

Experience

Work history, roles, and key accomplishments

Current

Global Process Owner Change Management

Current

Atos Global Pvt Ltd

Aug 2024 - Present (1 year)

Managed end-to-end change management for major projects across diverse industries including energy, chemical manufacturing, and pharmaceuticals. Led a team in reviewing existing procedures, facilitating new implementations, and ensuring adherence to change protocols.

Change Management IT Service Management ServiceNow Process Improvement Configuration Management capacity management SLA Management ITIL Team Leadership

Senior Change Manager Operations

Atos Global Pvt Ltd

Jun 2021 - Present (4 years 2 months)

Oversaw change management operations for key clients, including reviewing procedures, facilitating new implementations, and managing CAB/ECAB meetings. Approved planned, expedited, standard, and emergency changes while assessing risks and impacts.

Change Management IT Service Management ServiceNow Risk Assessment SLA Management ITIL Team Leadership

Change Manager

Atos Global Pvt Ltd

Sep 2016 - Present (8 years 11 months)

Implemented change processes, migrating from Excel-based documentation to the ServiceNow tool for a major client. Ensured all KPIs and SLAs were met, receiving customer and audit team appreciation for successful implementation and no findings.

Change Management ServiceNow Process Migration KPIs SLA Client Relations Audit & Compliance IT Service Management Training Documentation

Availability Manager

IBM India Ltd

Jun 2015 - Present (10 years 2 months)

Managed availability for IT services, ensuring adherence to SLA targets and coordinating day-to-day process execution. Acted as a focal point for availability management, communicating with clients, service providers, and management.

Availability Management SLA Management Process Improvement Incident Management Problem Management Reporting Team Coordination IT Service Management ITIL

Change Manager

IBM India Ltd

Oct 2012 - Present (12 years 10 months)

Managed change operations for a major telecom client, ensuring SLA adherence and facilitating the implementation of new procedures. Led a core team of staff, planning targets, and monitoring achievements for various RFCs.

Change Management SLA Management Team Leadership Risk Assessment Reporting IT Service Management Training Operations Management

Change Analyst

IBM India Ltd

Oct 2010 - Present (14 years 10 months)

Analyzed change records, gathered assessment information, and ensured precision in change documentation. Identified unauthorized and failed changes, documenting findings and communicating outcomes to stakeholders.

Change Analysis Documentation Process Adherence Risk Assessment IT Service Management Reporting Data Analysis Problem Solving ITIL

Team Leader - Insurance Claims Operations

WNS Global Services (P) Limited

Jul 2007 - Present (18 years 1 month)

Led a team of 15 members in insurance claims operations, maintaining high discipline and coordinating with superiors for process improvements. Reviewed existing procedures, managed inbound/outbound customer service, and conducted performance appraisals.

Team Leadership Operations Management Claims Processing Customer Service Performance Management Process Improvement Quality Assurance Training Conflict Resolution

Customer Service Associate

WNS Global Services (P) Limited

Aug 2005 - Present (20 years)

Handled customer service operations, ensuring adherence to turnaround times and service standards. Contributed to designing a master monthly presentation for management to monitor business performance.

Customer Service Claims Management Data Entry Communication Skills Problem Solving Process Adherence Reporting Team Collaboration Quality Control Documentation

Education

Degrees, certifications, and relevant coursework

Pune Institute of Management & Sciences

Master of Computer Management, Computer Management

1998 - 2000

Grade: First Class

Completed a Master of Computer Management program, focusing on the integration of computer technology with management principles. Achieved a first-class standing, demonstrating strong academic performance in the field.