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Sridhar Arya

@sridhararya

I lead AI-enabled ITSM delivery, commercial governance, and multi-country service transformation for global enterprises.

India

Message

What I'm looking for

I'm looking to lead ITSM delivery, client governance, commercial performance, and AI-enabled service transformation across complex multi-country enterprise environments.

I lead AI-enabled ITSM governance and service transformation for Cognizant’s US-based retail account, supporting approximately 44.4K users and 26K endpoints across Corporate and TKMAXX environments. I align four ITSM process towers and four technical towers on SLA performance, operational risk, service quality, and improvement priorities.

Across Cognizant’s Middle East and European engagements, I maintained 99%+ SLA compliance, improved customer satisfaction by 25%, reduced operating expenses by 15%, and led automation that cut manual effort by 25%. I have also managed delivery across seven European countries, maintained 100% SLA adherence for 26 consecutive months, and achieved PCSAT of 9.5/10.

I bring 20+ years of experience across ITSM, infrastructure operations, service integration, transition, client governance, vendor management, and audit readiness. I use Microsoft Copilot and Claude with structured prompts, human validation, confidentiality safeguards, and audit-ready controls to strengthen change review, PIR/RCA analysis, executive reporting, and improvement planning.

Experience

Work history, roles, and key accomplishments

Current

ITSM Leader - US-based Retail Account

Current

Cognizant Technology Solutions

Feb 2026 - Present (8 months)

Leads ITSM governance for approximately 44.4K users and 26K endpoints across Corporate and TKMAXX environments. Governs four ITSM process towers and works with four technical towers on SLA performance, backlog, service quality and operational risk.

ITSM ServiceNow AI Assisted ITSM Workflows Change Management RCA PIR Executive Reporting Risk Management Governance

Engagement Delivery Leader - Middle East Account

Cognizant Technology Solutions

Jun 2025 - Feb 2026 (8 months)

Led service delivery and stakeholder governance for approximately 5,500 users across locations in the Middle East and Europe. Maintained 99%+ SLA compliance for nine consecutive months and improved customer satisfaction by 25%.

Service Delivery SLA Management IT Budget Management vendor negotiation Automation SOC 1 Compliance Disaster Recovery

Service Delivery Manager & Country SPOC - European Account

Cognizant Technology Solutions

Mar 2016 - May 2025 (9 years 2 months)

Managed service delivery across seven European countries, 10+ locations and approximately 7,000 users; led 16 direct reports and worked with five supporting teams. Maintained 100% SLA adherence for 26 consecutive months and PCSAT of 9.5/10.

Service Delivery SLA Management Incident Management Problem Management Change Management Event Management Service Integration Vendor Management Client Negotiation SOC 1

Service Availability & Delivery Manager - IT Operations

IBM India Pvt. Ltd.

Mar 2010 - Mar 2016 (6 years)

Led delivery teams for multiple accounts across the West and South regions and acted as the link between account leadership and client teams. Managed service quality, continual improvement, data centre operations, end-user support and centralised service desk activities.

IT Operations Service Delivery Data Centre Operations Service Desk Incident Management Problem Management Change Management Service Reporting Audit Readiness Vendor Support Transitions Transformation

IT Operations Manager

Allied Digital Services

Jan 2009 - Feb 2010 (1 year 1 month)

Supported a leading Indian business process management client. Completed IT operations and process transition and introduced ITIL-aligned Incident, Problem, Change and Release Management practices.

IT Operations ITIL Incident Management Problem Management Change Management Release Management Service Desk Escalation Management Customer Satisfaction

Service Desk Lead

IMSI India Pvt. Ltd.

Dec 2007 - Jul 2008 (7 months)

Supported an Indian telecom client. Managed day-to-day IT operations, IT processes and the service desk, with focus on service quality and client satisfaction.

IT Operations Service Desk IT Processes Service quality Customer Satisfaction

Technical Support Executive & Process Team Lead

Reliance BPO

Dec 2004 - Mar 2007 (2 years 3 months)

Supported Reliance Communications service desk operations. Resolved IT tickets and user queries, managed client escalations and delivered technical support.

Technical Support Service Desk Ticket Resolution Escalation Management client support

Technical Support Executive

Win-Twin Solutions Pvt. Ltd.

Feb 2002 - Oct 2004 (2 years 8 months)

Provided hardware after-sales service to customers in Chennai and across Tamil Nadu. Diagnosed and resolved customer technical issues and supported field service delivery.

Hardware Support Technical Support Field Services Customer Service