Soumya Acharya

Acts as the primary trusted advisor for enterprise clients, aligning business goals with ServiceNow platform capabilities to maximize ROI. Leads adoption, value realization, and governance initiatives while guiding digital transformation.

Developed and implemented standardized processes to optimize efficiency and ensure consistency across global regions. Conducted compliance audits, monitored KPIs, and managed resource allocation and change initiatives.

Held full operational accountability for multi-supplier IT service performance and cross-vendor interoperability. Directed skill enablement frameworks and mentored high-potential employees into leadership positions.

Functioned as an individual contributor for defining, designing, and introducing standardized ITIL/ITSM processes. Architected and built the foundational SIAM standard offering to integrate multi-vendor client environments efficiently.

Directed remediation, transition, and service improvement initiatives for troubled enterprise client accounts. Formulated global Change and Problem Management training packages and conducted recruitment and capacity upskilling.

Handled end-to-end Release Management frameworks under highly matrixed multi-provider SIAM environments. Served as subject matter expert and incident specialist.

Managed customer relationship lifecycles, project transitions, SLA benchmarks, and operational client governance.

Handled engineering operations, technical communications, service documentation, and client governance.

Grade: First Class (70%)

Bachelor of Engineering in Industrial Engineering, graduated with First Class (70%).