Purushothaman Dayalamurthy

• Spearheading a large-scale DC transition ($ 80M+), ServiceNow & ITSM Transformation, EUC, EPMO, OCM, vendor management, technology transition and transformation program
• Key advisor for ITSM transformation, solution delivery and identifying opportunities for improvements to deliver the best outcome for the investment
• Oversee delivery of key programs and projects within the constraints of Time, Cost (budget) and Scope, leading Vendor and Change Management
• Manage the implementation of program planning; monitor delivery of services and supports; ensure services are consistent, engaging, and relevant to the stakeholder needs

· Managed multiple large-scale client programs and portfolios focused on business growth, DC operations, DWS, EUC, SD, BCP, client management, Enterprise Service Management (ITSM), governance, Enterprise Operations, technology advancement, automation, Business Analysis, Data Analytics, and process improvement across value-chain activities with a revenue of $120M+ with a Y-o-Y growth

· Spearheaded C-suite level transformation programs addressing customer’s business problems, user experience and customer service management.

· Drive short and long-term strategy for business process enhancement, digital transformation, operational excellence, and application modernization

· Lead enterprise strategy solutions leveraging ServiceNow through continual service improvements, workflow automation, user empowerment.

· Effective outcome-based delivery through planning execution, influential, operational alignment, risk mitigation and trust leadership (ServiceNow ITOM, ITSM, ITAM, SDLC, Cross-functional team with milestones, SLAs, KPIs)

· Collaborate with external entities, negotiate critical service levels (MSP), CSF, KPI in addition to successful releases through Agile delivery

· Cultivated relationships with senior executives, program partners, ESM, functional managers, and sponsors to maintain stability in program support, funding, executive reporting, working with procurement, legal for contract management and overall direction.

· Managed, coached, and led an effective global cross-functional team of Senior Managers, Project Managers, Pre-sales, Solution Architects, and developers coordinating delivery of multiple projects and operations.

· Drives operational excellence through data analytics, performance metrics and collaboration with other departments and business units

· Responsible for budget forecasting, strategic roadmap development, Information Systems planning and process design, third party suppliers, execution, and communication to maximize efficiency

• Developed long lasting and effective relationships with clients through program and resource alignment, identify business requirement, define IT implementation strategy, in-depth training, and continuous technology support (DC, Service Desk, EUC, Cloud, ServiceNow, PowerBI, Business Intelligence, Critical Systems) with an annual revenue of $20M ($100M)
• Oversee a portfolio of $40M with suppliers ensuring contract obligations, deliverables, and vendor management (KPIs, SLA, OLA, SLOs)
• Established policies and strategies for resource allocation and infrastructure with an annual savings of $400K Y-o-Y (CMDB Automation)
• Directed day-to-day operations by spearheading implementation of short-term and long-term strategies, defined standards and operational rigor to achieve business plan and profitability goals through operational analytics
• Recommended methods, governance framework, user experience technologies, process changes and training to clients to improve business opportunities and revenue potential (ITSM Automation & Orchestration, ITOM)
• Streamlined decision support reporting process by tailoring methodologies and meeting compliance requirements through implementation of business intelligence initiative and Enterprise Architecture
• Oversee User IT Asset Management (HAM, SAM), improved asset tracking and enhanced customer experience through MDM deployments
• Performed strategic planning based of an assessment of current and future requirements and identified technology to address these requirements
• Collaborated with business executives to discuss and understand IT problems negatively affecting operations.

• Directed day-to-day Operations Management by supporting implementation of short-term and long-term strategies to achieve IT plan and profitability goals with an annual review of $15M Y-o-Y
• Delivered positive customer experiences by implementing effective quality assurance practices and ITSM governance framework (SD, EUC)
• Established partnerships with cross-functional teams to ensure successful adoption and integration of new tools and process cadence
• Crafted operations best practices using audits and project management team feedback (Quality audits, ITSM Framework alignment, RCA review)
• Analyzed monthly reports on actual revenue performance and compared with budgeted projections
• Developed initiatives and served as an evangelist for process improvement and reviewed and assessed ongoing operations
• Assessed processes in use and suggested improvements to close process gaps or meet forecasted need.

• Contact Center Team Leader with the primary responsibility of developing, coaching, on-call support and mentoring a staff of potentially 35+ Customer Service Representatives (CSR) to support customer needs