Souvik Basu
Princeton,NJ
Summary
I am a senior ServiceNow Technical Program and Delivery Leader with 17.5 years of experience managing both complex platform implementations and the operational health of large delivery portfolios. I have led multi-account ServiceNow engagements with 40+ professionals, owning end-to-end delivery governance across $1.5M+ total revenue portfolios, including forecasting, margin control, capacity planning, upskilling, and account growth. In addition to portfolio leadership, I have managed delivery of high-value programs, including $1M+ enterprise ServiceNow migrations and ~$650K telecom transformation initiatives. I bring strong execution discipline, hands-on technical program management, and the ability to stabilize and scale teams in demanding environments. As a fast learner, I have rapidly built domain expertise in telecom service delivery, service assurance, and 5G to lead TSOM/TNI implementations, and I consistently bridge business priorities with practical, executable technical direction.
Overview
17
17
years of professional experience
2
2
Certifications
Work History
Technical Project Manager/Product Owner
Comcast Corporations
01.2025 - 01.2026
- Owned the product vision, strategy, and end-to-end delivery of a first-of-its-kind 5G telecom operations platformbuilt on ServiceNow (TSOM & TNI), acting as Product Owner and Technical Delivery Manager. Drove alignment between business stakeholders and engineering teams to deliver a unified operational solution.
- Defined and evolved the product roadmap in partnership with executive stakeholders, translating business goals into prioritized initiatives, release objectives, and measurable value outcomes.
- Owned backlog governance at scale — structuring epics and features around business impact, making trade-off decisions, and continuously re-prioritizing based on stakeholder feedback, delivery capacity, and emerging risks.
- Served as the primary decision authority for scope, sequencing, and acceptance criteria, ensuring clarity of intent and minimizing rework across development cycles.
- Led Program Increment planning and release orchestration across multiple Agile teams, aligning dependencies, resolving cross-team conflicts, and ensuring execution stayed synchronized with product strategy.
- Established execution discipline through proactive risk management, milestone tracking, and stakeholder transparency, maintaining predictable delivery cadence across releases.
- Acted as the single accountable leader bridging product, architecture, and engineering — balancing long-term strategic goals with short-term delivery commitments.
Technical Project Manager
Comcast Business Services
02.2024 - 12.2024
- Led a large-scale migration program to move Comcast's enterprise business service customers from a fragmented legacy support ecosystem to a unified ServiceNow-based platform built on the telecom modules (TSM/TSOM/TNI).
- Owned end-to-end delivery as Technical Project Manager, overseeing scope, schedule, execution, and stakeholder alignment for a complex, multi-system transformation initiative.
- Partnered with Comcast stakeholders to define and freeze project scope, milestones, and delivery timelines, ensuring alignment across business, operations, and IT teams.
- Built and maintained an integrated project plan in collaboration with ServiceNow technical architects and tech leads, coordinating dependencies across TSOM, TNI, and TSM implementations.
- Led a delivery team comprising 20 ServiceNow developers, 3 technical leads, and 1 ServiceNow technical architect, ensuring effective execution across parallel workstreams.
- Ran regular delivery governance including status reviews, risk and issue management, dependency tracking, and escalation management with both client leadership and TCS management.
- Acted as the primary interface between customer stakeholders and technical teams, removing blockers, resolving delivery risks, and maintaining momentum across the program.
- Enabled migration from loosely integrated legacy tools to a modern, ITIL-aligned ServiceNow platform, improving platform stability, operational efficiency, and long-term maintainability.
Delivery Partner
ServiceNow Business Unit
Kolkata, India
03.2022 - 01.2024
- Manage end-to-end delivery of a portfolio of ServiceNow projects within CMINA and Utilities-Americas IU that are being delivered by the ServiceNow BU.
- Portfolio consists of 6 accounts and an annual revenue of ~1.5M to 2M USD.
- Accountable for the financials of the projects (RR, GM, revenue leakage), revenue growth and manpower management.
- Interact with the IU delivery leadership of each account to discuss current status of ongoing projects. Plan & strategize for growth of the account.
- Assist pre-sales team with RFP/RFI by providing delivery related artifacts & technical knowhow, resource requirements for given scope of work, resource billing rates and overall validation of proposed solution from technical and delivery perspective.
- Plan and fulfill current/QoQ resource requirements through associate upscaling and upskilling.
- Connect with customer stakeholders regularly to keep them apprised of project progress, address their concerns (if any) and understand their challenges to identify new business opportunities.
- Review project progress with technical leads to ensure timely delivery within planned budget, identify and mitigate risks and identify new business opportunities.
- Perform risk analysis at project and portfolio level in terms of cost, budget and timelines and plan mitigation strategies.
- Responsible for carving career path for my team of ~40 members through mentorship, periodic feedbacks & appraisals, promotions, rewards & recognition etc., thereby ensuring quality delivery, customer satisfaction and business growth for the unit.
- Kolkata, India
Delivery Manager
Global ITSM Practice
Kolkata, India
12.2017 - 02.2022
- Managed technical delivery of all projects within ServiceNow unit (erstwhile GITSM Practice within CBO) for Kolkata delivery centre. Handled a portfolio of 10+ customer accounts spread across US, UK, EUR & AUS.
- Oversaw project planning and team readiness for each project. Conducted regular status calls with teams to ensure delivery is on track, identified risks and created mitigation plans.
- Interacted with the delivery management of each account to apprise them of project progress, highlight risks related to delivery and raise resource requirements.
- Conducted regular connects with customer stakeholders from each account to keep them updated on project progress, addressed grievances and identified new project opportunities.
- Managed a team of ~50 associates spread across accounts. Responsible for their project placement, appraisals, mentorship, advancement and professional growth.
- Worked as training & competency manager for the unit as an added responsibility. Planned competency build-up for entire unit by arranging internal/external trainings as per current and upcoming demand, handled training budget of the unit and worked closely with ServiceNow vendor for arranging external trainings.
- Kolkata, India
Business Analyst
WyCAN
Casper, USA
10.2016 - 07.2017
- Gathered requirements from Unemployment Insurance SMEs and converted them into technical requirements for the development team.
- Created minutes of meeting, requirement documents, functional design documents etc.
- Guided the development team throughout the development lifecycle on unemployment insurance rules & regulations and acted as pseudo-SMEs for the development team.
- Created functional test cases and conducted functional testing of the developed application.
- Unemployment Insurance Project for state of Wyoming.
- Casper, USA
Java Technical Lead
Staples Inc.
Framingham, USA
10.2014 - 05.2017
- Framingham, USA
Java Technical Lead
Kingfisher IT Services
Kolkata, India
04.2014 - 09.2014
- Kolkata, India
Remedy Developer
Alcoa Inc.
Kolkata, India
03.2010 - 03.2014
- Kolkata, India
Education
Bachelor of Technology - Electrical Engineering
National Institute of Technology
Jamshedpur04.2008
Skills
- Project Management
- Product Ownership
- Product Strategy & Backlog Management
- Risk Management
- Stakeholder Management
- People Management
- Strategic Planning
- ServiceNow
- Cross-Functional Collaboration
Certification
Professional Scrum Master 1
Sun Certified Java Programmer 6
Accomplishments
- As Training & Competency Manager for my unit, I worked closely with the L&D team to set up the technical courseware for ServiceNow in Wings-2 program.
- Worked closely with one of my teams to proactively identify a business problem for an existing customer and proposed a solution, which ultimately led to a new project worth ~80k USD.
Timeline
Technical Project Manager/Product Owner
Comcast Corporations
01.2025 - 01.2026
Technical Project Manager
Comcast Business Services
02.2024 - 12.2024
Delivery Partner
ServiceNow Business Unit
03.2022 - 01.2024
Delivery Manager
Global ITSM Practice
12.2017 - 02.2022
Business Analyst
WyCAN
10.2016 - 07.2017
Java Technical Lead
Staples Inc.
10.2014 - 05.2017
Java Technical Lead
Kingfisher IT Services
04.2014 - 09.2014
Remedy Developer
Alcoa Inc.
03.2010 - 03.2014
Bachelor of Technology - Electrical Engineering
National Institute of Technology