Mukesh Kumar Mittal
Edinburgh
Summary
Innovative ServiceNow Architect and Technical Delivery Manager with strong background in designing and managing complex ServiceNow projects. Proven track record in ServiceNow implementation, strategic planning, and cross-functional leadership. Strong background in project management, client relationship management, and strategic planning.
Committed to driving operational efficiency and delivering high-quality IT solutions. Proven ability to lead projects from concept to completion, ensuring alignment with client vision and regulatory standards. Brings creative problem-solving and practical expertise to every project, enhancing functionality, and value.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Engagement DeliveryLead- ServiceNow Business, UKI
Cognizant
Edinburgh, Scotland
01.2024 - Current
- Consultancy, solution design, and architecture along with technical service delivery of multiple ServiceNow projects.
- Delivered complex ServiceNow solutions enhancing operational efficiency and values for clients.
- Managed project budgets and timelines to ensure successful project execution.
- Built and maintained strong relationships with clients, leading to increased satisfaction ratings.
- Collaborated with cross-functional teams to align on project goals and deliverables.
- Leading strategic planning sessions to define product roadmap for SN platform
- Enhanced customer satisfaction ratings by 30% through the introduction of comprehensive service standards and processes
- Streamlined project management processes, reducing project completion times by 10% and enhancing team collaboration.
- Prepared statements of work detailing operational detail and key performance indicators for ServiceNow projects.
- Oversaw quality control processes, maintaining high standards for Now platform and services.
- Collaborated with sales and marketing teams to align ServiceNow capabilities with customer demands.
- Delivered comprehensive reports to stakeholders, providing insights into performance metrics and strategic direction.
- Monitored staff performance and developed improvement plans.
- Managed client expectations through regular updates and review meetings, building trust and long-term relationships.
- Supporting Business development and pre-sales activities in UKI region
ServiceNow Architect – SNBG UKI
Accenture
Edinburgh
08.2021 - 01.2024
- Delivered end-to-end ITSM, CMDB, CSDM, Discovery, and event management solutions for one of the largest banks globally.
- Designed and implemented custom applications on SN platform for automation of trade life cycle and financial services (FSO)
- Developed innovative architectural designs aligned with client specifications and budget constraints.
- Provided expert guidance to clients, addressing queries and resolving design issues effectively.
- Achieved project completion within strict deadlines while adhering to client specifications.
- Coordinated with design team and other architects to complete larger projects.
- Presented proposals to clients, effectively communicating design concepts and strategies.
Sr. Manager (ServiceNow Consultant and Solution Designer)
Cognizant
Edinburgh
09.2015 - 08.2021
- Managed end-to-end service delivery processes, improving operational efficiency and customer satisfaction levels.
- Negotiated service level agreements with clients, setting clear expectations for service delivery.
- Analysed service delivery failures, identifying root causes and implementing corrective actions.
- Developed and monitored service delivery metrics, using data to inform strategic decisions.
- Worked on concept designs and detailing to meet client requests and specifications.
- Engaged with senior management to report on programme status, risks, and achievements, securing ongoing support and resources.
- Monitored programme performance against key performance indicators KPIs, adjusting strategies to achieve desired results.
Service Delivery Project Manager
Tech Mahindra
Slough
05.2007 - 09.2015
- Executed estimation, planning, tracking, and delivery of telecom OSS projects.
- Managed test processes, verified defects, tracked progress, reported status, and generated metrics.
- Conducted quantitative project management to enhance processes and services.
- Contributed to level 5 assessment of CMMI v1.3 at organizational level.
- Developed comprehensive project plans detailing scopes, timelines, and resources for seamless execution.
- Collaborated with clients to clarify project objectives and requirements aligned with business goals.
- Developed comprehensive project plans, outlining scopes, timelines, and resources, facilitating smooth execution.
- Facilitated regular team meetings and stakeholder updates, fostering open communication and collaborative problem-solving.
- Coordinated with clients to define project objectives and requirements, ensuring alignment with business goals.
- Assessed team performance and provided constructive feedback, contributing to professional development and skill enhancement.
- Conducted risk assessments to identify potential issues, implementing mitigation strategies to minimise project disruptions.
- Implemented agile project management methodologies, increasing team flexibility and improving product delivery times.
Education
12th (Higher Secondary) - Maths and Science
GBHS School
1999
10th (High School) - Maths and Science and English
SVM school
1997
Bachelor of Engineering - Computer Science &Engg.
Devi Ahilya University
01.2004
Skills
- IT service management (ITSM)
- ITBM/SPM
- ITOM - Event, CMDB, CSDM, Discovery
- ServiceNow Implementations, Upgrades & Enhancements
- Solution design, architecture and consultancy
- Integration design and architecture
- Client relationship management
- Strategic thinking & planning
- Scoped Applications design (FSO)
- Project and program management
- Cross-functional leadership
- Risk assessment and analysis
- Continuous improvement & automations
- Business development (pre-sales)
- Leadership skills
- Cost reduction and efficiency
- Service transition
- Practice leadership & development
- Client-focused service delivery
- Process improvement strategies
- Risk management techniques
- Team leadership and development
- Technical design and documentation
- Business development, Sales and Pre-sales
Certification
- ServiceNow Architecture Excellence (ArchX)
- ServiceNow certified implementation specialist (CIS) - ITSM
- ServiceNow certified implementation specialist (CIS) - Project Portfolio Management (PPM)
- ServiceNow certified implementation specialist (CIS) - Event Management (ITOM Health)
- Micro-certifications in ITOM area - CMDB health and configure CMDB (ITOM visibility)
- ServiceNow certified system administrator – (CSA)
- ServiceNow sales and pre-sales accreditations
- Prince2 practitioner level
- Certified ITIL v3 foundation level
- Certified ISTQB Foundation Level
- Lean six sigma yellow belt
- MS Azure – AZ 900
Websites, Portfolios and Profiles
https://www.linkedin.com/in/mukesh-mittal-servicenow-consultant-solution-architect-71420816
Timeline
Engagement DeliveryLead- ServiceNow Business, UKI
Cognizant
01.2024 - Current
ServiceNow Architect – SNBG UKI
Accenture
08.2021 - 01.2024
Sr. Manager (ServiceNow Consultant and Solution Designer)
Cognizant
09.2015 - 08.2021
Service Delivery Project Manager
Tech Mahindra
05.2007 - 09.2015
12th (Higher Secondary) - Maths and Science
GBHS School
10th (High School) - Maths and Science and English
SVM school
Bachelor of Engineering - Computer Science &Engg.
Devi Ahilya University