Piyush Tiwari
Information Technology
Minneapolis,MN
Summary
Dynamic leader with a proven track record in team leadership and strategic execution, consistently delivering projects that surpass objectives. Expertise in time management and problem-solving has resulted in the creation of efficient processes that elevate operational standards. Recognized for fostering collaboration and alignment with organizational goals, driving team success and contributing to overall growth.
Overview
23
23
years of professional experience
Leadership And Technical Expertise
- Program & Project Management
- Product Management (vision, roadmaps, OKRs)
- ServiceNow Program Mgmt & Delivery (ITSM, ITOM, CMDB, Discovery, Automation Engine, GRC, SecOps)
- Service Operations
- Digital Transformation
- Product/Platform Modernization
- Cloud & Application Migrations (COTS/BOTs) and optimizations
- Budget & ROI Management
- Vendor/Contract Management
- Agile/SAFe
- DevOps & CI/CD
- Release & Change
- Risk/Compliance (SOX/GRC)
- Data/AI in IT Ops and Product Development
Selected Impact
- Head of Front-Office Applications & COTS Portfolio—platforms supporting ~45% of company revenue across Tax, Immigration, Global Mobility; delivered 99.95% uptime, 98% SLA attainment, −28% MTTR YoY; software delivery: 2× deploy freq, −65% lead time.
- Proactively secured $1.5M CapEx for the Front-Office applications portfolio, accelerating modernization and directly advancing enterprise strategic drivers (Next-Gen Delivery, Indispensable Partner).
- Delivered $2.7M annual savings via Tax-calculation & consent automation; achieved $3.3M monthly overhead reduction during TSA exit by successfully app & infra migration.
- Launched AI-first Service Operations: ~20% partial zero-touch, predictive monitoring & AI triage, concierge pilot, ~10% GenAI self-service deflection; ~10% SEV1 MTTR reduction.
- Led global ESM & application portfolios (APAC/EMEA/AMER), managing 100+ contributors (45 + Front Office Application and 65+ COTS) across L1–L3 support and engineering squads.
- Realized $800K+ cost avoidance via automation and governance; instituted OKR-driven squads and PI planning.
- Integrated ServiceNow ITSM/ITOM/GRC with Cyber Watch, Azure DevOps, Okta/Entra, and CMDB automation to strengthen risk & continuity.
- Led multi-region program to introduce Small Business Credit Card in the UK, aligning marketing, risk, and technology functions; delivered first-to-market product with zero post-launch incidents and 90% customer satisfaction.
- Managed Truist Retail Loan Lending Platform merger post SunTrust–BB&T acquisition, migrating 1.2 M+ loan accounts, reducing loan-processing time 35 %, saving $8 M+ annually, and ensuring 100 % regulatory compliance across all lending products.
Work History
Director – Technology & Digital
Vialto Partners
Minneapolis
06.2022 - Current
- Orchestrated PwC→Vialto TSA Exit: Transitioned 55 Front-Office apps and 65 COTS platforms with zero business disruption; sustained operations supporting ~45% of company revenue across Tax, Immigration, Business Travel, and Global Mobility workstreams.
- Head of ESM, directing end-to-end global support; 100+ personnel across AMER/EMEA/APAC aligned to L1–L3 and VIP models for follow-the-sun coverage and consistent experience.
- Led the ServiceNow program; implemented ITIL-aligned Incident, Problem, Change, Request, Knowledge, and CMDB processes; integrated governance and executive reporting for visibility and control.
- Head of Front Office Application Portfolio, directing business growth and company objectives through development 45 Front-Office apps and 65+ COTS; prioritized modernization and risk reduction to advance strategic drivers (Next-Gen Delivery, Indispensable Partner).
- AI & Automation Value Realized: Delivered $2.7M annual run-rate efficiencies (3-year horizon) via triage automation, first-connect AI agents, and partial zero-touch workflows.
- Reduced SEV1 MTTR ~10%, achieved ~10% self-service deflection, and enabled ~20% partial zero-touch resolution, improving stability and lowering cost-to-serve.
- Integrated ServiceNow ITIL workflows with Cyber Watch, Azure DevOps, Okta/Entra, and GRC—tightening change controls, strengthening compliance, and accelerating modernization pipelines.
- Stood up VIP concierge and global escalation pathways, improving executive experience and shortening time-to-restore for high-impact incidents.
- Operational Rigor & Financial Discipline: Embedded OKRs and portfolio governance to balance run vs. change; aligned funding to ROI, automation payback, and risk reduction.
- Former PwC subsidiary
Agile Program Delivery Manager
Nexient – NTT DATA
Minneapolis
07.2021 - 04.2022
- Led Image Modernization portfolio (legacy image & data migration); defined roadmaps and KPI transparency.
- Curated $2M implementation yielding ~$3.15M savings across infrastructure & managed services.
IT Senior Project Delivery Manager
Adecco
Minneapolis
05.2020 - 07.2021
- Owned Retail Lending Originations portfolio; launched next-gen digital & phone originations on Truist global platform.
- Upgraded PEGA 6→8; coordinated DB/infra migrations with Equifax & Connect:Direct; instituted annual audit cycle.
Program Manager
Cognizant
Sunrise
01.2019 - 05.2020
- Worked as a Program Manager in American Express and managed Partners (Amazon, Hilton, Delta, and British Airways) consumer/commercial/prospect business card acquisition journey including definition, critical milestones, budget, and strategic goals for various projects under the program, conceptualized and executed program vision from start to finish.
- Led Amazon UK Small Business Card Launch program including initiative such as Automation of KYB Process, Instant decisions, and online digital document upload partnering with D&B as third party and consumer/commercial bureau third party systems.
- Managed 'Instant Account Retrieval' Program for Partner (Amazon, Delta, Hilton and Marriott) resulting reducing $1M overhead on CCP (Customer care Professional) support and overall call traffic volume leading to enhanced customer experience and brought yearly $3M additional business growth worldwide.
- Managed Regulatory Beneficiary Owner (REG-O) implementation for all Products including consumer card (charge and landing), small business and open Card.
- Led the integration of loyalty system (Promotions, Incentives, and campaigns) with all impacted data flow work streams and managed development of product into Software AS Service (SAS) on the private cloud infrastructure and managed to save approximately $2M dollars capital expenses over the period of system operational lifecycle.
IT Agile Project Manager
Nexient – NTT DATA
Chicago
01.2018 - 12.2018
- Managed Press Ganey large Client Solutions Survey Modernization Portfolio including overall delivery ownership, team’s development, new business growth and transformation.
- Managed Program impacts from changing organizational constraints, applied, and communicated triple constraint, aiming for on-time and on-budget delivery and if approved by governance, rebaseline or raise change requests.
- >99% RFC risk-analysis accuracy; instituted CI, code reviews, and transparency practices.
IT Program Delivery Manager
Tata Consultancy Services
Minneapolis
10.2017 - 01.2018
- Directed GTA decoupling & migration; moved 95 legacy apps to Black Knight MSP cloud; improved weekly status effectiveness by ~50% via meeting hygiene & plan rigor.
IT Project Manager
Cognizant
Minneapolis
04.2016 - 10.2017
- Scrum Master for MIL; delivered 3M-Marketplace omni-channel platform; migrated IMES to Windows/SQL 2012; deployed updated Gold Code to 26 product sites.
IT Project Manager
Cognizant
Minneapolis
04.2014 - 04.2016
- Delivered MyFA digital platform; automated deployments saving ~$100K per release; designed ITIL-aligned release/change with ServiceNow; set KPIs for CSI.
Earlier Career Highlights - 2004 2015
- Cognizant (Citi Bank) — International Stock Records; APAC money movement platform; automated deployments → ~60% defect reduction via automated regression testing.
- Cognizant (UBS) — HCR rules; Blue Stone data-center migration; DR setup for KST applications.
- Cognizant (Walmart) — E-commerce Carts & Payments enhancements; streamlined checkout integrations.
- Cognizant (ACI Worldwide) — Enterprise multi-country cash-management/trade-finance portal (Java/Web).
- LG CNS — Isabel Bank automated payments module (Belgium).
- CIS Solutions — Payroll Scheduler utility (India).
Education
B.E. - Electronics & Communication
Rajiv Gandhi University
Skills
- Program & Project Management (PMO)
- Product Management
- ServiceNow Program Management & Delivery
- Service Operations & ESM (ITIL)
- MIM/Problem Management
- VIP & Global Support Models
- Digital Transformation
- Product/Platform Modernization
- Cloud & Application Migrations
- Program/Portfolio Governance
- Budget & ROI Management
- Vendor/Contract Management
- Agile/SAFe
- DevOps & CI/CD
- Release & Change
- Risk/Compliance
- Data/AI in IT Ops
- Automation & Chatbots
- Observability & Predictive Monitoring
- Service delivery management
- Project management
- Application portfolio management
- Operational governance
- Cloud migration strategy
- AI integration strategy
- ITIL framework implementation
- Financial analysis
- Stakeholder engagement
- Problem solving
- Effective communication
- Team leadership
- Change management
- Strategic planning
- Staff development
- Financial management
- Operations management
- Coaching and mentoring
- Strategies and goals
- Vendor relationship management
- Performance management
- Business strategy
- Legal and regulatory compliance
- Visionary leadership
- Contract management
- Process improvement
- Organizational development
- Automation solutions
- Global support operations
Websites
Timeline
Director – Technology & Digital
Vialto Partners
06.2022 - Current
Agile Program Delivery Manager
Nexient – NTT DATA
07.2021 - 04.2022
IT Senior Project Delivery Manager
Adecco
05.2020 - 07.2021
Program Manager
Cognizant
01.2019 - 05.2020
IT Agile Project Manager
Nexient – NTT DATA
01.2018 - 12.2018
IT Program Delivery Manager
Tata Consultancy Services
10.2017 - 01.2018
IT Project Manager
Cognizant
04.2016 - 10.2017
IT Project Manager
Cognizant
04.2014 - 04.2016
B.E. - Electronics & Communication
Rajiv Gandhi University