JUHI PRIYA
London,Reading
Summary
Service management leader with over 13 years in ITSM process leadership, focusing on governance framework design and implementation. Expertise in incident, problem, and change management within multi-supplier environments. Skilled in embedding ITIL best practices and fostering process adoption to enhance service performance and customer satisfaction. Experienced in managing ServiceNow operating models and collaborating with executive stakeholders to optimise service delivery.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Service Manager SIAM | Incident & Request Manager
Heathrow Airport
03.2026 - Current
- Led governance and operational oversight for Incident and Request Management across Heathrow Airport, driving process compliance, service performance and effective operational controls across multiple technology towers and suppliers.
- Champion service restoration governance, escalation management and ownership accountability across critical airport operational services and enterprise technology environments.
- Established structured governance reviews for ageing incidents and requests, improving visibility, accountability and progression management across resolver groups.
- Drove continual improvement through ServiceNow reporting, Power BI analytics and trend-based service reviews, addressing recurring operational issues and process weaknesses.
- Collaborated with service owners, process leads, suppliers and operational teams to strengthen adherence to governance frameworks for incident, request, problem, change and service catalogue.
- Led service catalogue rationalization initiatives and Tech Help Portal enhancements, improving user experience, clarifying fulfilment processes and increasing self-service adoption.
- Produced executive-level reporting and service improvement insights supporting operational governance forums and leadership decision-making.
- IT Operations
- Key achievements: Established proactive governance models for ageing incidents and requests; identified catalogue and fulfilment gaps; strengthened distinction between Incident, Problem and Change ownership; and supported ServiceNow transformation readiness through process governance and improvement recommendations.
Service Level Manager | Process Operations Services
Heathrow Airport
08.2023 - 02.2026
- Managed supplier-led process operations teams of 15-20 resources, delivering leadership, governance and service performance oversight.
- Oversaw governance and operational effectiveness across change, problem, SACM, service catalogue, software asset and licence management processes.
- Executed service catalogue governance and fulfilment improvement initiatives, enhancing resolver ownership, approval pathways and customer experience.
- Partnered with service managers and operational teams to identify process improvement opportunities and drive service maturity across ITSM capabilities.
- Defined operating standards, governance controls and service management expectations to improve process consistency and compliance.
- IT Service Management & Operations
- Key achievements: Improved process maturity across multiple ITSM disciplines, enhanced operational controls through catalogue and request governance, and strengthened supplier accountability through reporting and ownership models.
ITSM Process Specialist Cloud Infra
Tata Consultancy Services
01.2020 - 04.2022
- Conducted regular audits on existing processes to maintain high levels of operational excellence.
- Engaged in strategic planning sessions to align process improvement initiatives with corporate objectives.
- Governed cloud capacity performance, availability, and cost optimisation across global services.
- Owned capacity forecasting, demand planning, and service reviews to cut incidents.
- Assessed capacity and service impacts for infrastructure changes via CAB governance.
- Led ITSM process governance across incident, problem, change, and request management.
- Produced operational KPIs, SLA reporting, and service insights for decisions.
- Coordinated global maintenance windows, engaging suppliers and cross-functional delivery teams.
- Drove service resilience, operational efficiency, and process maturity across platforms.
- Managed Konecranes account operations, strengthening service performance and client relationships.
- Collaborated with IT specialists to develop and deploy automation tools, enhancing productivity.
- Managed documentation of all process guidelines and protocols, ensuring compliance with industry standards.
- Established a framework for sustainable process development, aligning with environmental and regulatory requirements.
- Coordinated the deployment of new systems, ensuring minimal disruption to business operations.
Service Manager | Process Consultant | Request Fulfilment Lead
Tata Consultancy Services
01.2019 - 04.2022
- Key achievement: Successfully established and embedded a new global Request Fulfilment capability, taking ownership from process design through implementation, governance and continual improvement.
- Designed, implemented, and operationalized the enterprise Request Fulfilment process from initial planning through transition, go-live, and ongoing governance.
- Developed process documentation, governance controls, service reporting frameworks, and operating procedures to enhance global service delivery.
- Led stakeholder engagement, training and process adoption activities across business, technical and supplier teams.
- Produced KPI, SLA, and Operational Steering Committee reports to enhance service performance and facilitate informed decision-making.
- Delivered continual service improvement initiatives to advance GDPR compliance, support automation efforts, and drive digital service transformation.
- Post Nord Account
Supplier Change & Release Manager | CMDB Librarian | Agile Practitioner
Tata Consultancy Services
01.2017 - 12.2019
- Represented supplier change management in client CAB and ECAB forums, ensuring change risk, implementation quality and service impact were appropriately governed.
- Managed RFC lifecycle activities including logging, prioritisation, CAB/ECAB preparation, scheduling, implementation coordination, and PIR review to ensure effective change management.
- Maintained CMDB quality by tracking CI records, attributes, and relationships, ensuring accuracy and compliance with configuration management standards.
- Supported Agile adoption and coached operational and application maintenance teams, enhancing collaboration and responsiveness to change.
- Managed Post Nord account operations
Education
Bachelor of Technology (B.Tech.) - Bio-Medical Engineering
SRM University
Chennai, India01-2012
Skills
- ITSM process leadership
- ITIL 4 and V3
- SIAM governance
- Incident and major incident management
- Critical incident management
- Request fulfillment
- Problem management
- Change management
- Knowledge management
- Service asset and configuration management (SACM)
- Configuration management database (CMDB)
- Service catalog management
- ServiceNow expertise
- Power BI proficiency
- SLA, KPI, and XLA reporting
- Supplier governance and managed service providers
Custom
Incident Management, Major Incident Management, Request Fulfilment, Change Management, Problem Management, Knowledge Management, Service Catalogue Management, SACM/CMDB, Capacity Management, Continual Service Improvement, Process governance frameworks, Process standards, Service transition, Operational controls, SIAM governance, Supplier adoption, Multi-vendor service integration, KPI, SLA, XLA, Operational reporting, Audit readiness, Compliance evidence, Operational risk management, Escalation governance, Executive service reporting, ServiceNow governance, ServiceNow process migration experience, Workflow improvement, Power BI operational analytics, Service catalogue rationalization, Automation-focused service improvement
Certification
- ITIL 2011 Managing Across the Lifecycle (MALC) Practitioner
- ITIL Intermediate - Continual Service Improvement, Service Operation and Service Strategy
- ITIL Foundation Certificate in IT Service Management
- Agile Scrum Master Certification and Agile Way of Working Foundation
- Lean Six Sigma Yellow Belt; ITIL 4 DPI and Power BI reporting/analytics learning
- Cloud Computing Foundation and additional technical/service management courses
- DPI: Direct, Plan and Improve
Timeline
Service Manager SIAM | Incident & Request Manager
Heathrow Airport
03.2026 - Current
Service Level Manager | Process Operations Services
Heathrow Airport
08.2023 - 02.2026
ITSM Process Specialist Cloud Infra
Tata Consultancy Services
01.2020 - 04.2022
Service Manager | Process Consultant | Request Fulfilment Lead
Tata Consultancy Services
01.2019 - 04.2022
Supplier Change & Release Manager | CMDB Librarian | Agile Practitioner
Tata Consultancy Services
01.2017 - 12.2019
Bachelor of Technology (B.Tech.) - Bio-Medical Engineering
SRM University