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Sreedhar User

@sreedharuser

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ITSM leader driving digital transformation, automation, and superior customer journeys.

India

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What I'm looking for

I seek a senior role driving ITSM-led digital transformation and automation, focusing on ServiceNow, AI-driven workflows, stakeholder collaboration, measurable efficiency gains, and a customer-first culture.

I am an IT service management and digital transformation leader with two decades of experience across banking, financial services, and enterprise IT. I specialize in ServiceNow-led automation, agentic AI solutions, ITIL-aligned governance, and improving customer journeys and operational efficiency.

At ANZ Bank I lead service strategy, governance and automation within Agile/Scrum teams, delivering Agentic AI bots that automated complex ITSM workflows and improved operational efficiency by 25%. Previously I directed cross-regional application support at JP Morgan Chase and led service transitions and incident management at HCL and IBM, delivering measurable throughput and cost savings.

I am known for blending technical skill (ServiceNow, Python, JavaScript, REST APIs) with process optimization and stakeholder collaboration to drive continuous improvement, SLA adherence, and business continuity while mentoring teams and fostering a customer-first culture.

Experience

Work history, roles, and key accomplishments

Current

Journey Expert - ITSM

Current

ANZ Bank

Oct 2012 - Present (13 years 2 months)

Lead ITSM strategy and governance within Agile/Scrum, engineered Agentic AI bots in ServiceNow to automate complex workflows and improve operational efficiency by 25%, and drove digitization, automation and continuous service improvement.

ServiceNow ITSM ITIL Agile Automation Python Service Design

Service Transition Manager

ANZ Bank

Jan 2016 - Oct 2018 (2 years 9 months)

Managed technology rollouts and transition operations to meet operational standards, streamlining transition processes and contributing to customer-centric service enhancements.

Change Management ITIL Vendor Management Service Readiness SLA Management Process Optimization

Service Support Manager

ANZ Bank

Oct 2012 - Dec 2015 (3 years 2 months)

Managed service support operations and vendor coordination achieving 100% uptime and drove Lean transformation initiatives that reduced operational costs by 3% while improving SLA adherence.

Service Support Incident Management Lean SLA Management Business Continuity Operational Excellence

AVP (Manager)

JPMorgan Chase

Mar 2010 - Mar 2012 (2 years)

Directed cross-regional application support for prime brokerage services, revamped workflow systems to boost throughput by 40% and ensured ITIL-compliant service management.

Application Support Workflow Automation ITIL Throughput Incident Management

Project Lead

HCL Technologies

Jan 2007 - Aug 2009 (2 years 7 months)

Led service transition and incident management for major Wall Street applications, stabilizing support and reducing redundant manpower costs by $65,000 annually.

Incident Management Team Leadership

Senior Workflow Specialist

IBM BTO

Aug 2003 - Oct 2006 (3 years 2 months)

Managed automated workflows for call-support metrics processing, handled 180+ issues weekly, consistently exceeded performance targets and earned multiple employee awards for workflow accuracy.

Workflow Automation Metrics Technical Support Performance Optimization Automation Tools SDLC

Analyst

Orpine Systems and Digital Plc

Apr 1998 - Sep 2003 (5 years 5 months)

Developed commercial applications using Oracle Forms, trained staff on SDLC and tools, and improved team efficiency by eliminating redundant processes.

Oracle Forms SDLC Training Application Development Process Improvement