Amit Dwivedi

• ATCO Customer Success: Responsible for ATCO’s ITSM and Portfolio Mgmt.
• I ran ITSM Governance and RFS office for ATCO for last 1.5 years bringing innovation in Revenue Operations, Service Management, ServiceNow, Project Management, People Management, standardization, and optimization
• Spearheading RFS office by providing oversight and guidance to Project and Proposal Team /ITSM Org ensuring accountability and successful attainment towards critical milestones/SLAs
• Oversee and participate in ITSM operations, streamlining various processes (IM, PM, CM, CMDB, SLAs, and CSI
• ITSM, ITOM transformation improving overall ATCO IT Business
• Establishing RFS (Request for Service) office for ATCO and transforming it based on best industry practices tailored to meet client expectations
• Drive/mature Project and Proposal Management delivery for ATCO by driving continual service improvement via ServiceNow integration
• Driving Revenue opportunities for clients and Kyndryl by adopting best industry practices on resourcing and tools

• Oversaw Governance: Support governance activities associated with workstream (i.e.Advisory group, sponsors meetings, core working group, etc.)
• Spearheading Site Readiness by providing oversight and guidance to project team/ITSM Org ensuring accountability and successful attainment towards critical milestones
• Design release guidelines in alignment with IT Service Management processes for Advance Program
• Oversee and participate in release deployment plans prior to implementation of Advance at a particular site
• Planning deployments in alignment with ITSM release management plans (planning, scheduling, testing, deployment, and support)
• Creation of ITSM run book plans to ensure successful deployment
• Able to mature ServiceNow platform to meet Advance requirements for deployment planning.

• Oversaw ITSM/Service Transformation for British Columbia Ministry of Health with 30 technology professionals delivering various ITSM processes
• Managed 5 different complex clients to provide a Single ServiceNow Platform and standard Business processes through transitions and steady-state
• Drove restructuring of Service Management for British Ministry of Health, resulting in improved Service Levels, while increasing scale and reach of IT in British Columbia
• Spearheaded ITSM tools and Process integration as Solution Architecture through overall platform Architecture governance for ServiceNow
• Deployed Global ServiceNow for British Ministry consolidating all processes for 5 different Health care clients under a single model resulting in reduction of labor cost by 35% without sacrificing Service Level
• Oversaw development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives.

• Partnered with project team members to identify and quickly address problems.
• Communicated project updates to stakeholders at all levels.
• Updated customers and senior leaders on progress and roadblocks.
• Created and implemented contingency plans to address potential risks.
• Led cross-functional teams to successfully complete IT projects.

• Vendor and Contract management for $70M for Sanoma.
• Producing long-term business plans and Controlling income, cash flow and expenditure
• Identifying potential suppliers, visiting existing suppliers, and building and maintaining good relationships with them
• Negotiating and agreeing contracts, monitoring their progress, and checking the quality of service provided
• Transitioned Servers, Storage, Database, Network and End User under the move groups plan.
• Established the Service Management division for Sanoma.
• Service Improvement proposal shared to integrate Customer and Wipro internal tools for better tracking the Service Management processes.

• Managing/driving the SLA’s of the respective hardware/software vendors of MTN (Uganda, Zambia, Swaziland, and Rwanda).
• Lead Monthly Business Review sessions to highlight successes and areas for improvement with causes/measures to the Leadership Team
• Ensuring back to back agreements in terms of support and services (if any) to assure the delivery of the Partners
• Maintain operational level agreement with all the third-party vendors associated with MTN contracts
• Monitor Vendor SLA deliverables, Conduct Vendor Performance analysis, and Evaluate Vendor Performance based on their quarterly/yearly performance.
• Evaluating bids and making recommendations based on commercial and technical factors
• Mediating between suppliers, manufacturers, relevant internal departments, and customers
• Identifying potential suppliers, visiting existing suppliers, and building and maintaining good relationships with them
• Worked as the Service Management Head and was responsible for ITIL Services - SD, IM, CM, PM.