Senior Global IT Service Delivery

Indra Baboolal Senior Manager of IT Service Delivery

*************@******.*** 416-***-**** linkedin.com/in/indrababoolal Brampton, ON

Results-driven IT Service Management (ITSM) leader with extensive experience in ITIL frameworks, governance, and IT service delivery across global enterprises. Expertise in ServiceNow, incident management, change management, problem resolution, and service level management. Adept at aligning ITSM strategies with business objectives, optimizing IT processes, and enhancing service performance. Strong leadership in cross-functional collaboration, stakeholder engagement, and continuous service improvement.

ITIL 4, Best Practise & Compliance IT Service Management (ITSM) Strategy & Governance Incident, Problem & Change Management Leadership Global IT Operations & Service Delivery Service Level Agreements (SLA) & Metrics Reporting Major Incident & Root Cause Analysis Continual Improvement & Process Optimization Cross-Functional Collaboration & Stakeholder Engagement Incident, Problem & Change Management Customer-Centric Leadership & Innovation

Key ACHIVEMENTS:

Successfully implemented ITSM governance frameworks across global IT operations.

Reduced major incidents and downtime through proactive problem management.

Optimized ServiceNow workflows, enhancing automation, tracking, and compliance.

Led Change Advisory Board (CAB) processes, reducing risk and increasing SLA adherence.

Established service level management models, improving KPI tracking and reporting accuracy.

Professional Experience

Senior Manager IT People Leader Incident/Problem/Change Management MANULIFE, Toronto, ON Apr 2021 – Nov 2024

Led global ITSM strategy, streamlining incident management, change management, and problem resolution across business units.

Reduced incident resolution time by 85.5% and minimized major incidents through proactive monitoring and governance.

Managed ServiceNow integration for improved ITSM automation, reporting, and workflow efficiency.

Spearheaded Change Advisory Board (CAB), ensuring compliance, risk mitigation, and minimal service disruptions.

Implemented SLA/KPI tracking, reducing non-compliance penalties by $275K annually.

Developed 24/7/365 global support model, ensuring continuous IT service availability.

Consultant ITSM NAVIGATE SYSTEMS INC., Brampton, ON Apr 2018 – Aug 2020

Designed IT governance frameworks and improved ITSM processes, enhancing operational efficiency.

Developed and executed cloud-based ITSM solutions, reducing IT service response time by 42%.

Revamped service request and release management processes, improving customer experience ratings by 82%.

Conducted process maturity assessments and implemented automation solutions for ITSM efficiency.

Director of Professional Services KEOUS SOLUTIONS INC., Mississauga, ON Aug 2015 – Mar 2018

Directed ITSM governance for incident, problem, change, and release management for enterprise clients.

Improved SLA/OLA compliance from 42% to 99% through streamlined service operations.

Established ITIL v4-aligned governance models, ensuring ITSM process standardization across business units.

Reduced infrastructure risks and downtime penalties by $620K through ITSM best practices and reporting.

Recognized as Best of Class Production Support Team (2017) for outstanding service delivery.

Previous Experience:

Director, Client Service Delivery GIESECKE & DEVRIENT, Markham, ON Jan 2010 – Jul 2015

Senior Manager, Vendor Management PRESIDENT CHOICE FINANCIALS, Toronto, ON Oct 2004 – Dec 2009

Education

Master of Project Management: Project Management Universidad Isabel l, Barcelona

Diploma NLP (Nero Linguistic Programing) Specialized Coaching and Mentoring People Universidad Isabel l, Barcelona

MBA Essentials Managers Program: Business Administration Rotman School of Business, Toronto, ON

Master of Business Administration (MBA) University of West Indies, Trinidad & Tobago

Bachelor of Business Administration (BBA) St Thomas Aquinas School of Business, Trinidad & Tobago

Certifications

ITIL v4 Certification) AXELOS

Agile & Scrum Certification (PMI-ACP), Scrum Master Certified (SMC)

Project Management Professional (PMP) (PMI)

PROSCI Change Management Certification PROSCI

Six Sigma (Green Belt) Six Sigma Institute

Cloud Computing Certification Google Cloud).

DevOps Certification DevOps Institute

ServiceNow IT Leadership Professional Certification ServiceNow

ServiceNow Certified System Administrator (In Progress)

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