SHIVAM MANCHANDA
London,UK
Summary
Delivery Governance and PMO specialist with over 8 years of experience helping organisations bring structure, clarity, and momentum to complex transformation programmes. I work best where delivery is high-profile, fast-moving, and cross-functional – helping teams improve governance, make better decisions, manage change, and give senior stakeholders clear visibility of progress, risks, and outcomes. With experience across financial services, insurance, technology, and consulting, and a strong background in finance transformation, ITSM, ServiceNow, AI adoption, and MI automation, I bring the combination of delivery discipline, stakeholder confidence, and practical problem-solving needed to turn complex change into measurable impact.
Overview
3
3
Languages
1
1
Certification
4
4
years of post-secondary education
17
17
years of professional experience
Work history
Management Consultant (Assistant Manager)
KPMG UK
London
2022.06 - 2026.08
- Owned end-to-end delivery of a £3m multi-workstreams finance transformation programme, realising £1m in measurable benefits within 9 months through disciplined milestone tracking, RAID governance, and dependency management across a cross-functional team spanning Finance, Actuarial, IT, and Data.
- Integrated ITIL-aligned change-control processes and ServiceNow-based demand pipelines into programme governance workflows, standardising incident logging, problem management, and change request procedures during migration stabilisation phases.
- Directed UAT governance for a major Middle Office migration, managing test cycles, defect triage, and readiness assessments across a multi-disciplinary delivery team - governing go-live sign-off and ensuring post-migration stability.
- Designed and embedded SteerCo packs, decision logs, and stage-gate criteria used by Design Authority and programme Sponsors to accelerate executive decision-making, reducing decision cycle time across a large-scale finance transformation.
- Led a GenAI customer service transformation in retail banking, coordinating a cross-functional team of developers, journey designers, BAs, and agile leads - achieving a 35% reduction in manual agent workload and accelerating end-user adoption.
- Developed a scalable Power BI EUC monitoring product integrated with Alteryx automation workflows, securing £200k client investment by demonstrating measurable MI acceleration and reducing manual reporting effort across downstream teams.
- Governed CMDB data quality and configuration reconciliation by remediating legacy data sources and validating configuration item records ahead of regulatory inspection deadlines - improving data lineage and system-of-record accuracy.
- Established PMO operating frameworks, change-control procedures, and lifecycle governance standards across multi-workstreams programmes, improving delivery predictability and reporting quality for C-suite stakeholders.
- Delivered SoX audit readiness: documented 15 business processes, mapped 80 control steps, and constructed a 500-control inventory with stakeholder-ready gap narratives for Design Authority sign-off.
- Partnered with CFOs, Finance Directors, and senior technology leaders to define delivery priorities, shape programme scope, and provide stakeholder management at C-suite level - communicating risk, status, and decisions at board and SteerCo level.
- Built delivery capability across junior and client cohorts through 20+ hours of structured Power BI and Excel upskilling, improving MI self-sufficiency and reducing reliance on senior resources.
- Finance Transformation, PMO Governance, ITSM Delivery and AI Enablement across Insurance, Banking and Professional Services
PMO Analyst
Fidelity International
Gurgaon
2019.06 - 2020.09
- Governed portfolio delivery oversight across all change initiatives: maintained programme schedules, managed RAID items, coordinated resource planning, and produced weekly, monthly, and quarterly financial MI.
- Improved demand and capacity planning processes, identifying throughput bottlenecks and optimising resource allocation across concurrent change programmes.
- Delivered financial and operational management information through Power BI and Clarity PPM, improving reporting accuracy through data lineage checks and month-end reconciliations.
- Partnered with UK counterpart teams to align ITSM-aligned change management workflows and enhance cross-functional stakeholder communication across Finance and Operations.
- Portfolio Governance, MI Reporting, ITSM Process Alignment and Change Management
Side Projects & Entrepreneurial Experience
Various
Delhi
2010.01 - 2020.09
- Freelance Delivery Lead: Managed end-to-end delivery of 8+ e-commerce platforms for startups, coordinating designers, developers, and vendors - delivering projects an average 10% under budget and reducing time-to-market by 20%.
- Operations & Vendor Governance: Oversaw warehouse operations for family's wholesale business including stock control and procurement; reduced stock discrepancies by 35% and improved fulfilment accuracy to 90%.
- Commercial Development: Delivered brand development, website creation, sales strategy, and Meta Ads for retail and FMCG startups - covering the full commercial lifecycle from concept to launch.
- E-commerce Delivery, Operations, Retail & FMCG Commercial Development
Senior PMO Associate
ZS Associates
Gurgaon
2017.08 - 2019.06
- Defined and enforced PMO standards, templates, and governance controls adopted engagement-wide, improving delivery discipline and reporting consistency across a global analytics transformation for a major pharmaceutical client.
- Centralised governance across analytics workstreamss: managed change requests, root-cause analysis, corrective actions, and SLA documentation to protect delivery timelines.
- Owned project schedule management and milestone tracking, proactively surfacing risks and cross-team dependencies to programme leads.
- Administered ServiceNow incident logging and knowledge base entries for client support teams, ensuring accurate records and enabling faster resolution of operational blockers.
- PMO Governance, Analytics Transformation & ServiceNow Support
Associate (PMO & ITSM)
Accenture
Bangalore
2016.01 - 2017.02
- Monitored and tracked project scope, deliverables, and progress across an offshore PMO function, escalating risks and decisions to senior client stakeholders.
- Produced comprehensive PMO reporting covering status, budget tracking, risks, and project documentation for client and senior stakeholder audiences.
- Developed SOPs and training manuals for new ITSM process workflows, facilitating stakeholder workshops to drive functional team adoption.
- Coordinated with all stakeholders to facilitate conflict resolution, maintain delivery momentum, and keep programme reporting current.
- Offshore PMO Support, ITSM Process Implementation, Pharma Client
Education
Master of Science - Business & Management
University of Liverpool
Liverpool, UK 2020.10 - 2021.12
Bachelor of Business Administration - Information Technology
GGSIPU
Delhi, India 2012.08 - 2015.08
Skills
- Programme & PMO: PMO Governance, Programme Lifecycle, Portfolio Management, RAID, Critical Path, Benefits Realisation, Stage-Gate, Dependency Management, Change Control, SteerCo Reporting, C-Suite Stakeholder Management, Resource & Capacity Planning, ITIL-Aligned Change Control
- ITSM & ServiceNow: ServiceNow Platform (Incident, Problem, Change, CMDB, Service Catalog, Flow Designer), ITSM Process Design, Service Catalog & Request Fulfillment, CMDB Data Reconciliation & Governance, ServiceNow Performance Analytics
- Change & Transformation: Change Management, Business Readiness, UAT Governance, Go-Live Management, TOM Design, Process Redesign, Stakeholder Engagement, Training & Adoption, Operating Model Design
- Data & Reporting: Power BI, Alteryx, MI Automation, EUC Monitoring, Data Lineage, KPI Frameworks, IFRS17, SoX, Regulatory Reporting, Executive Dashboards
- Delivery Methods & Tools: Agile, Waterfall, Scrum, Kanban, Jira, Clarity PPM, MS Project, ServiceNow, SharePoint, Miro, Azure DevOps, SAP/Oracle exposure, MS 365
- AI & Automation: GenAI Adoption, Prompt Engineering, Microsoft Copilot, Automation of Incident Triage and MI, Power Apps, Claude, ChatGPT
- Sectors: Financial Services (Banking, Insurance), Retail, FMCG, Consulting, IT, Operations, Technology
Certification
- Workiva Platform | Corporate Strategy - University of London | Innovation Management - Erasmus University Rotterdam
- Skilled Worker visa | ILR eligibility: December 2027 | Employer visa sponsorship required
Languages
English
Hindi
Punjabi
Timeline
Management Consultant (Assistant Manager)
KPMG UK
2022.06 - 2026.08
Master of Science - Business & Management
University of Liverpool
2020.10 - 2021.12
PMO Analyst
Fidelity International
2019.06 - 2020.09
Senior PMO Associate
ZS Associates
2017.08 - 2019.06
Associate (PMO & ITSM)
Accenture
2016.01 - 2017.02
Bachelor of Business Administration - Information Technology
GGSIPU
2012.08 - 2015.08
Side Projects & Entrepreneurial Experience
Various
2010.01 - 2020.09