Dayanand Bagad
McKinney
Summary
Seasoned operations leader with a proven track record of success in driving global workforce strategies, vendor management, and AI-driven operational transformations. Recognized for optimizing processes, fostering innovative vendor relationships, and delivering scalable solutions to enhance efficiency and stakeholder value. Adept at navigating complex, fast-paced environments with a partnership-oriented mindset, emotional intelligence, and data-driven decision-making to power AI-driven workflows supporting diverse business use cases. Architectural professional with a strong foundation in design and project execution, poised to lead impactful projects by delivering high-quality architectural solutions that meet stringent standards. Skilled in collaboration, adaptability, BIM, CAD, and sustainable design
Overview
18
18
years of professional experience
1
1
Certification
Work History
Staff Architect/Platform Owner ServiceNow
Uber Technologies
06.2021 - Current
- Led enterprise-wide ServiceNow ITSM, HRSD and Workplace Services Implementation and Operations, integrating AI-driven virtual agents and predictive intelligence, reducing incident resolution time by 30% and incidents volume by 20%.
- Architected technical strategy for HR Service Delivery transformation, implementing automated workflows, AI-ML workflows, Predictive Intelligence and self-service portals, boosting employee productivity by 25% and CSAT improvement of over 30%.
- Orchestrated cross-functional programs to deploy ServiceNow modules (Incident, Change, Request, and HR Case Management), ensuring 99.9% platform uptime and seamless adoption.
- Defined technical roadmaps for AI automation and conversational Chatbots, aligning engineering, product, and operations teams to deliver scalable solutions.
- Implemented Workplace Service Delivery Space Management Solution and Health and Safety workflows.
- Drove change management and training initiatives to achieve high adoption rates, resulting in 90%+ stakeholder satisfaction and effective utilization of AI-enhanced tools.
- Managed budget of over 10M and 40+ team size supporting licenses, resources within workforce management including vendor management.
- Platform Engineering: Designed scalable HRSD, ITSM, and Workplace solutions at Uber, aligning with strategic goals, ensuring sustainability, and reducing technical debt through rigorous code reviews and optimized out-of-box capabilities.
Senior Business Analyst (HR Products)
ServiceNow
06.2019 - 06.2021
- Streamlined Onboarding Processes: Successfully implemented ServiceNow Onboarding and Journey Accelerator, reducing the onboarding cycle time by 40%, resulting in productivity gains for agents and improved employee satisfaction.
- Enhanced User Experience: Designed and optimized HR service workflows, enhancing the user experience and achieving a 25% increase in employee engagement with HR services by implementing Manager Hub and enhanced Employee Portal.
- Automated HR Processes: Leveraged automation capabilities within ServiceNow HRSD to reduce manual intervention by 50%, leading to increased efficiency and reduced operational costs.
- Data-Driven Decision Making: Developed and utilized comprehensive dashboards and analytics to provide insights into IT operations, enabling data-driven decision-making and continuous process improvement.
- Improved Compliance and Accuracy: Ensured compliance with organizational policies and regulatory requirements through meticulous implementation of HRSD modules, reducing error rates in employee data management by 30%.
- Collaboration and Stakeholder Engagement: Worked closely with cross-functional teams to gather requirements, align HRSD capabilities with business objectives, and deliver solutions that met stakeholder expectations.
- Scalable Solutions: Architected and implemented scalable onboarding solutions that can adapt to the growing needs of the organization, ensuring long-term sustainability and effectiveness.
Senior ITSM Consultant
Cognizant Technology Solutions
04.2015 - 05.2019
- Spearheaded ServiceNow ITSM and HRSD module implementations across multiple Fortune 500 companies, leading to substantial improvements in service delivery and customer satisfaction.
- Optimized HR service processes by integrating the HRSD module, reducing manual interventions by 40% and streamlining workflows.
- Implemented automated workflows - Utilized Predictive Intelligence and machine learning, and Virtual agent automations to drive employee productivity and process optimizations within areas of Asset Management lifecycle and Event Management.
- Enhanced platform performance through continuous monitoring and optimization, ensuring 99.9% uptime and superior user experience.
- Collaborated with cross-functional teams to align ServiceNow capabilities with organizational objectives, driving successful digital transformation initiatives.
- Delivered comprehensive training to end-users and stakeholders, ensuring smooth adoption and efficient use of ServiceNow functionalities.
ITIL Consultant
Syntel Consulting Inc.
12.2011 - 01.2015
- Optimized ITIL Processes: Successfully redesigned and implemented ITIL processes, resulting in a 30% improvement in service delivery efficiency through process and tool optimization.
- Enhanced Change Management: Led change management initiatives that reduced change-related incidents by 40%, ensuring smoother transitions and minimal disruptions to business operations.
- Improved Incident Management: Implemented a robust incident management framework, achieving a 20% decrease in incident recurrence rates and enhancing overall system stability.
- Process Automation: Worked with various customers to drive process automation for effectiveness and efficiency.
- Performance Metrics: Developed and monitored key performance indicators (KPIs) to track ITIL process performance, leading to a 15% increase in process compliance and adherence to best practices.
Change Manager
Barclays Technologies
11.2009 - 11.2011
- Reduced Change-Related Incidents: Successfully implemented a robust change management process, resulting in a 40% reduction in change-related incidents and ensuring smoother transitions with minimal disruption to business operations.
- Increased Change Success Rate: Achieved a 95% change success rate by enforcing stringent change controls and comprehensive risk assessments, significantly improving the overall stability and reliability of IT systems.
- Optimized Change Processes: Streamlined change management workflows, reducing change request processing time by 30% and accelerating the deployment of critical updates and enhancements.
IT Analyst
Cisco Systems, Inc.
02.2007 - 11.2009
- Enhanced Process Efficiency: Streamlined ITIL processes, resulting in a 25% reduction in incident resolution times and a 20% increase in overall process efficiency.
- Increased User Satisfaction: Improved incident and problem management processes, resulting in a 25% increase in user satisfaction scores and a 20% decrease in repeated incidents.
- Improved Reporting and Analytics: Developed and utilized comprehensive reporting and analytics tools, providing actionable insights that drove continuous process improvement and a 15% increase in data-driven decision-making for Hardware and Software Asset Management processes.
Education
Bachelor of Engineering - Electronics
K.K.Wagh I.E.E & R
Nasik, Pune01.2006
Skills
- Digital Transformation
- People Tech Processes
- Cross-Functional Team Leadership
- Business process optimization
- AI Strategy Development
- Executive advisory and mentoring
- Strategic Technical Program Management
- Stakeholder and People Management
- Employee Experience Optimization
Certification
- IT Infrastructure Library (ITIL)
- ServiceNow Admin
- ServiceNow Implementation Specialist
- Business Analyst
Timeline
Staff Architect/Platform Owner ServiceNow
Uber Technologies
06.2021 - Current
Senior Business Analyst (HR Products)
ServiceNow
06.2019 - 06.2021
Senior ITSM Consultant
Cognizant Technology Solutions
04.2015 - 05.2019
ITIL Consultant
Syntel Consulting Inc.
12.2011 - 01.2015
Change Manager
Barclays Technologies
11.2009 - 11.2011
IT Analyst
Cisco Systems, Inc.
02.2007 - 11.2009
Bachelor of Engineering - Electronics
K.K.Wagh I.E.E & R