Sahid Khan (ITIL IV, COBIT, PMP, OCM, ServiceNow) ad2vs8@r.postjobfree.com Cell: 647-***-****

PROFILE

Directing and leading IT Service Management, IT Operations, ITIL Processes and Governance. Bridging business and IT, managing relationships and IT partnering. Driving ITIL process maturity through establishing industry best practices; Service Levels (SLA) through MIS/KPIs/Metrics; managing vendors (SLM), project delivery and transitions (T2O). 13 years of Global IT Operations management experience. Product owner of ServiceNow platform & business solutions. CORE COMPETENCIES

Operationalize business focused IT operations and governance; proven tracks of synergies across IT and business in driving continual improvement and operational efficiencies. Built thriving teams, re-enforced process adherences.

Develop and implement standards, policies, SOPs and process documentations for admins and field forces.; Excelled in influencing and negotiating with stakeholders at all levels for IT Transformation and change management. ACADEMIC CREDENTIALS

Bachelor of Engineering in Computer Science & Applications WORK EXPERIENCE

Bayshore Healthcare Nov 2021 – Till now

Sr. Manager, IT Service Management and Customer Experience Leading IT service delivery, governance and managing ServiceNow platform. Being the voice of IT to business and improving employee experience. Collaborating hand in hand with infrastructure teams to drive IT operational efficiencies, process management, project transitions (T2O), Knowledge and organizational changes (Transformation). Grooming and empowering teams to efficiently manage ITIL processes and governance including major incident bridge, CAB, IT notifications, Reporting and dashboards, PIRs for P1s, RCAs. Facilitating Daily All-IT stand-ups, IT Operations Leadership presentations, monthly business executive dashboard, Quarterly Business Reviews; hosting monthly Onboarding/IT trainings, IT-Ops huddles. Running strategic IT vendors’ performance and relationships (SLM). Managing ServiceNow development/enhancement through agile/scrums (Azure DevOps) for business application integrations/APIs, portals, on/offboarding and RPA/automations. Offering value creating dashboards to business and IT. Collaborate with Digital and Automations for IT modernization, contribute into business value driven IT transformation.

Developed and established ITSM Framework, 3 years IT Operations roadmap and ServiceNow platform strategy

Influenced and established Process review board as part of IT Steering committee

Governance : Reporting and IT engagement structures, IT communication channel, Templates, Policies, and process documentations, facilitating and presenting in IT LT meetings, SLT (Business facing – IT Updates).

Revamped Branch IT Operations model and support structure to improve user experience and collaborations.

Formed Community of Practice (CoP) across industries for ITSM leads for knowledge sharing and best practices

Introduced 24/7 On-Call escalation channels for critical applications for VIPs, branches and field operations.

Led Employee Experience (EX) project to improve CSAT through proactiveness in hearing right from the users.

Drive ITSM coordinated monthly patching and IT Security vulnerability assessment (API and Task workflow).

Service Desk outsourcing (L1/L2), Telecom contract negotiation (SLA), designed DataLake/pipeline support model

Drove Lean Change management, structured Major Incident model, communication channel, escalation matrix

Significant contribution in Application Portfolio Management (APM) integration with CMDB CI datapoints.

Introduced monthly IT orientation and IT practices refresher training, Open house and Road shows for new products, features, enhancements (Self-Serve portal, Service Catalog).

ServiceNow Integration: MS Teams, Five9, Aruba, Longview, IT Security VA, On/Offboarding, RPA, BizTalk

-ServiceNow Applications for Business functions : HR, Finance, Shared Services, Legal and Contract

-ServiceNow PoC : IT Intake Process (CoE), Vendor Workspace (VWM), Continual Improvement (CIM) Workplace Safety and Insurance Board (WSIB) Mar 2018 – Nov 2021 IT Service Management Manager

Owned and drove ITSM Governance Framework and Service Catalog. Overseeing ITIL Process integrity and Continuous Improvement; drove quickest resolution of Major Incidents, root cause analysis, managed communication channel in Business and IT. Oversaw CAB, Change process effectiveness, documentations, and governance. Supported ServiceNow team for process design / implementations; Oversaw ITSM Operational performance, SLA/OLAs, Vendor Service levels, Contracts and Governance; published IT Operational Reports (ITOR), Dashboards for CTO office, Availability report for Business Critical Applications and ad-hoc reports. Collaborated with Agile team and drove project deliveries, operational readiness (T2O) for all projects and Service Desk readiness. Managed team, led operations, industry benchmark and best practices. Collaborated with IT teams and partner with business to leverage ServiceNow and Automations (RPA) in business and IT. Oversee knowledge Management and collaborated configuration and CMDB lifecycle. Finastra / D+H Mar 2016 – Mar 2018

Service Delivery Manager (North America, UK, Hong Kong) Responsible for all aspect of ITIL Process management within ITSM Framework and the adherence to processes. Drive effectiveness of operational processes; Drive KPIs and measure metrics. Meet process owners and Service team for process design and development. Ensure governance for Major Incidents, CAB, Problem calls, Knowledge Management etc. Engage with stakeholders for requirement gathering and maintain relationship. Manage and review with vendors for SLAs and Contracts. Host review meetings and publish key reporting on Process performance, Service Levels, Trends, Gaps and technology portfolio for business functions covering currency, continuity, projects, security, capacity; Operational Reports for IT Process Owners and Executive Dashboards for CTO office. Oversee quality and performance of End-user Services and Service desk, Executive support, staff and training requirements. Drive IT Policies. Ensure process adherence to design, review, RACI, process flows/templates; publish and manage improvement actions, follow-up, and update stakeholders. Oversee CAB, Major Incident, PIR and RCA meetings to ensure successful changes, quicker incident resolutions, mitigations of root causes and communication to business. Drive Customer satisfaction through partnering and feedbacks. Leverage ServiceNow process design and development; drive team for process integrity; Drive ITIL best practices and policies. RBC (Royal Bank of Canada) Jan 2015 – Mar 2016

Consultant - Special projects (ITSM)

Coordinated ITIL process effectiveness program for IM/PM/Change processes, Improvement plans and Governance Model. Liaised with IT Leadership Team and the service owners, contributed in multiple critical and complex initiatives in IT and business. Supported IT Asset and Data management projects, Managed Incident and other ITIL Process Documentations, Reporting and communication, presented weekly dashboards to Leadership Team, drove Service transition to operations. Closely worked with Offshore delivery team to drive process efficiency. Unilever Enterprise (Global Operations) Jan 2012 – Dec 2014 Senior Manager - IT Service Management

Global champion for Continual Improvement Process. Managed and implemented ITIL processes; designed and managed support model for Incident, Change, Problem management processes. Partnered with IT Customers, agreed OLA for multi-country operations. Led L2 teams and vendor relationships, service delivery and customer satisfactions. Managed relationship through business partnering and ensured Service Level through governance. Ensured service availability per service level agreement. Groomed teams for timely and efficient delivery. Coordinated projects, resourcing and scheduling for deployment and transition to operations for new and enhanced services to the business. Presented monthly scorecard, service performance reviews and project milestones to business. Agreed improvement plans, coordinated update meetings. Oversaw 24/7 support in FTS environment. Collaborated with Infrastructure and Project teams to address escalations. Oversaw solution delivery, ensured business functional requirements are met; managed outsourcing of Service Desk and IT infrastructure. Unilever Sep 2006 – Dec 2011

Service Delivery Manager

Managed IT Operations and Service Delivery; managed Customer Satisfaction, Contracts. Managed Incident, Problem, Change and other processes. Managed projects and initiatives, resource and network, messaging, DR, Helpdesk and SLA. Presented weekly and monthly Dashboard to global office. Managed vendors, IT assets, licensing and SOX, ITGC, Key Risk compliance.

- End to end SAP infrastructure integration, service models & support desk. Managed 18 Sites and Data Centers.

- Managed project cost, resource, scheduling. Managed Agreements, Governance, Escalations, Disputes.

- Managed Hardware refresh; Software installation, Microsoft true-up, other licenses. Managed inventory

- Coordinated IT Compliance – SOX, IT Audits. Active contributor in Business Continuity and Workplace Safety. Nestlé Sep 2001 – Aug 2006

Manager - IS/IT Infrastructure & Security

Managed IT Infrastructure and Operations in alignment with regional IT.

Co-managed PERFETTI (van Melle) infrastructure and co-location of IT setup (merged-infra).

Oversaw all offices’ technological integrations, secondary sales reporting, and distribution applications.

Managed End-User Support, Data centers, Network, Disaster recovery, IT Assets; Managed IT Service Desk.

IT Procurement, Vendor Management, SLAs, IT Finance and budget, IT Ops Reporting, Inventory and Licensing.

IT Security : Patch management, software deployment, Messaging security, Enterprise Antivirus management

Awarded by region for the development of SQL based web tools (HTML/ASP) : Search Engine ‘NestléPeopleFinder’

Developed Sales-Distribution Order-Payment-Delivery dispute resolution tool ‘WinTogether’ PROFESSIONAL TRAININGS AND CERTIFICATIONS

Certified Change Practitioner / Organizational Change Management (OCM) – ProSci

Project Management Professional PMP – PMI Certified

COBIT 5 - ISACA, Certified

ITIL v4 EXIN, Certified / ITIL v3 EXIN, Certified

ITIL Service Strategy (SS), AXELOS, Certified

ITIL Continual Service Improvement (CSI), AXELOS, Certified

ServiceNow – Admin and Configurations, Certified

ServiceNow – Performance Analytics Trained, ServiceNow

Outsourced Service Management. Graduation by CORE, Canada

Business Continuity Foundation, British Standard Institute BSi, UK

IT Infrastructure Mgmt. & Planning for SAP, Singapore

Finance for Non-Finance, UK

Lean Six Sigma, Finastra - Operational Excellence, Canada

OCM (Organizational Change Management) – ADKAR

RPA (Robotic Process Automation) – Ongoing

Current organization :

Technical Environment : Windows O/S, SQL Server (Database and Datalake), M365, SharePoint Online, MS Teams, Azure), Five9 (Call Centre).

Applications : Multi-Cloud SAAS model, On-Prem, Prod/Non-Prod, Legacy. ServiceNow : ITSM Pro, SPM (Project Portfolio), APM (Application Portfolio), Vendor Management (VMW) Other : IT Procure to Pay Automation (IT Expense), Budget, Licensing, Document Management, Outsourced and Managed Services (Off-shore)

Core Membership – Architecture Review Board (ARB), Business Continuity, PMO, IT Steering Committee, CIO Townhall, IT Social Committee, Cost Saving and Charity, Audit and Compliance. Moderator/Presenter in IT Leadership Team (ITLT) – Operational Status (BiWeekly) Senior Leadership Team (SLT) – IT Operations (Monthly) Quarterly Business Review Board (QBR) – Co-host with CIO

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