DHYUTI SHAH

• Led the development of KPMG’s cross-functional SIAM & IT Service Management team, guiding 16 professionals across core ITIL processes like - Incident, Major Incident, Problem, Change, Knowledge, Service Request & Catalog Management.

Impact: Drove the evolution into three specialized towers—Service Response, Enablement, and Performance—laying the groundwork for scalable global operations. Mentored three team members into leadership roles, each now heading a core process.

• Fostering strong relationships with the Technology Organization and key stakeholders across KPMG to enhance SIAM functions and maximize service value.

Impact: Led supplier alignment initiatives that enhanced collaboration, clarified scope of work, and improved operational synergy

• Driving process maturity and streamlining initiatives in collaboration with Service Management Leadership, suppliers, and service providers, ensuring alignment with best practices, resolving escalations, designing ServiceNow dashboards for performance analytics

Impact: The award-winning SIAM Tip of the Week initiative delivered byte-sized educational info-graphic mailers across the organization, improving compliance, accelerating process maturity, and enhancing stakeholder management seamlessly

• Designing and maintaining IT Service Management / SIAM policies, processes, procedures, governance models, vendor reviews, process education sessions (training plans), etc.
• Leading project/service transitions and transformations.
• Developing key metrics and defining performance indicators to measure the overall impact and driving continuous improvement of the team Impact: Integrated a Continuous Service Improvement module in ServiceNow, streamlining initiative tracking and eliminating manual dependencies, saving 120+ hours annually

• Managed operational governance and streamlined ITIL processes, like Change Management, Incident and Major Incident Management for key accounts.
• Collaborated with Delivery Heads, Operation Managers, and cross-functional teams to assess process maturity across the organization.
• Served as the on-site contact in Copenhagen, Denmark (Nets-Nexi), ensuring high-quality support and process optimization for Change Management. Nets is part of Nexi Group - the European PayTech. NETS Group is a leading payments services group comprising three entities – NETS, Banking Computer Services (BCS) and NETS Solutions.
• Established standard operating procedures for seamless execution of Change Management.
• Monitored adherence to the Operational Change Management process and reviewed planned and emergency changes.
• Facilitated Change Advisory Board (CAB) meetings, prepared agendas, and evaluated operational changes.
• Published and maintained the Forward Schedule of Changes, aligning with CAB timelines.
• Provided input into the Enterprise Change Advisory Board to understand and support the enterprise view of Change Impact across the organization.
• Acted as initial triage and provided 1:1 user support to Change Management users. This included troubleshooting issues, answering queries, and guiding users through processes, features and functionalities of ITSM tools.
• Tracked and reviewed the effectiveness of Major Incident and Change Management processes, addressing gaps and identifying improvements.
• Conducted ITIL process training sessions for cross-functional teams and clients.
• Developed and enforced standardized service management policies, ensuring compliance with organizational and client requirements.
• Facilitated seamless transitions for new accounts, aligning with company best practices.

• Managed operational governance and streamlined Incident, Major Incident, and Problem Management processes for North American accounts at Capgemini like Hydro One, Grant Thorton, Anheuser-Busch (AB InBev), McCormick and CONA (Coke One). Incident Management:
• Owned, monitored, and tracked incident recovery and resolution activities.
• Managed end-to-end incident handling, including backlog management and reassignment.
• Supervised incident queue performance, ensuring proper prioritization, categorization, ownership, and escalation.
• Maintained accurate incident records in compliance with SLAs and KPIs.
• Communicated process updates and ensured adherence.
• Analyzed incident trends and drove continuous improvement initiatives. Major Incident Management:
• Acted as the primary contact for major incidents, coordinating with stakeholders and technical teams.
• Led resolution efforts, ensuring clear communication and efficient response.
• Used collaboration tools (WebEx/MS Teams) to facilitate incident management.
• Organized review meetings, documented outcomes, and tracked follow-ups.
• Developed and refined incident management procedures and communication protocols.
• Initiated business continuity measures when necessary. Problem Management:
• Provided regular updates to senior management and key stakeholders.
• Ensured adherence to standard processes, governance, and KPI monitoring.
• Managed updates to the knowledge database, including known error documentation.
• Oversaw proactive and reactive problem resolution.
• Monitored Root Cause Analysis (RCA) performance and ensured corrective actions.
• Identified service improvement opportunities and escalated service provider failures when required.
• Conducted trend analysis on incidents and problem management to drive improvements.
• Facilitated problem management meetings to ensure timely resolution.
• Integrated problem management outcomes into Continual Service Improvement (CSI) and Risk Management Frameworks.
• Documented and escalated unresolved problems to risk management as needed.
• Conducted training sessions on Incident, Major Incident, and Problem Management for cross-functional teams and clients.

• Managed SAP S4 HANA user administration, including user creation, role management, custom authorization objects, and organizational structure assignments.
• Responsible for administration, backup & recovery of IBM i-Series AS/400 servers.
• Tested and implemented a Document Management System, a paperless initiative that served as an online inventory for critical organizational documents improving sustainability impact goals.

• Monitored and provided Level 1 support, troubleshooting outages across servers, cloud, databases, backups, networks, and voice systems.
• Monitored system health using Symantec NetBackup, HP OVO, VMware, and other tools.