A seasoned IT Service Management and Digital Operations leader with 21+ years of experience driving ITSM transformation, service governance, and operational excellence. As Senior Manager – Service Management CoE, he leads ITIL transformation, AIOps initiatives, and business-aligned service delivery. His expertise spans process design, automation, observability, KPI-driven governance, and vendor management. He is passionate about enabling service resilience, operational efficiency, and building scalable, high-performing ITSM practices.