Amar Nath Gupta

Delivered a strategic shift-left transformation roadmap through ServiceNow, identifying automation-led savings of 10% and productivity gains of 30%. Developed and maintained master schedules and governance structures, enabling transparency across interdependent work-streams. Successfully designed and delivered process improvements in the Finance services, improving period-end closure time by 90%. Partnered with the Programme Director to influence annual budget planning. Designed and implemented service model, addressing complexity, scope uncertainty, and evolving priorities. Oversaw solution architecture and delivery roadmaps, advising on trade-offs, dependencies, and design constraints across systems. Guided stakeholder alignment through detailed cost-benefit analysis, change impact assessments, and operational risk review. Proactively addressed delivery ambiguity through iterative planning and structured steering reviews. Championed team mentoring and onboarding sessions, promoting programme consistency and culture of collaboration. Drove stakeholder training, process transition, and BAU handover for end-user support innovations. Successfully managed transition and redesign of services delivered using the ERP, NetSuite, improving reporting and support processes.

Established a PMO function and agile delivery model for a large financial client. Successfully developed and scaled a CDO (Change Delivery Organisation) practice with an annual revenue of $12m. Championed customer success by aligning delivery outcomes to client growth metrics, improving satisfaction and repeat engagement (new business of £1m). Recognised for pre-sales excellence “Exceptional Performance - Pre-sales Support”, and closing three net-new transformation deals of medium-to-large-size ($500k - $2m). Developed comprehensive stakeholder engagement plans, building trust across business, engineering, product, and leadership communities. Led engineering teams in the development of digital workplace solutions and ITSM platforms, ensuring adherence to quality, cost, and delivery standards. Facilitated workshops and programme storyboarding sessions to align on benefits, outcomes, and key risks. Created compelling business cases and change communications to drive engagement and buy-in at all levels. Partnered with the training function to assess skill gaps and deliver onboarding, coaching, and post-implementation support to ensure sustainable BAU transitions. Successfully managed a complex ServiceNow transformation programme using the HCL ASSeT framework, involving implementation of core ITSM modules and integration with various native monitoring toolset. Implemented program controls and tracked engineering KPIs, driving data-driven decisions and improving delivery efficiency by 20%. Successfully delivered a $6.4 million complex Digital Workplace and cloud transformation programme, spanning 10+ tools and platforms. Oversaw the design and implementation of the SIAM function to streamline IT services across 9+ vendors. Designed and implemented performance dashboards using MS Excel for operational visibility and KPIs.

Led a global portfolio of Digital Workplace Services, building both operational and technical readiness across regions by aligning capabilities with business needs, customer feedback, and data-driven performance metrics to enable continual service improvement. Architected and executed a strategic digital transformation roadmap, collaborating with cross-functional stakeholders—including service owners, developers, and engineers—to automate support processes, pilot innovative solutions, and establish new agile operating models for IT support teams. Designed and operationalised a Global AV (Audio/Video) Operating Model, integrating AR/VR monitoring tools and automated task workflows, resulting in a 20% increase in proactive resolution rates and significant cost optimisation through offshore, nearshore, and onshore delivery hubs. Reduced the global IT support footprint by over 50% by introducing virtual myIT bars (via ServiceNow) and deploying physical drop-off centres, enabling remote support during the pandemic and improving access to expert assistance for end-users. Designed and implemented a global self-service solution that empowered users to resolve frequently recurring issues independently—reducing device hygiene-related incidents by 10%. Drove transformation adoption through stakeholder engagement, campaign management, and training initiatives, achieving a 20% increase in usage of self-help platforms across user and IT support communities. Co-developed and deployed a PC Health Check service using ServiceNow as a proactive diagnostic channel, enhancing user experience and increasing preemptive issue resolution by 8% across the enterprise. Enhanced last-mile support delivery by deploying Smart Locker infrastructure at low-staffed sites, reducing operational expenditure (OPEX) and elevating end-user experience through faster and more reliable device access. Created project artefacts including SoWs, dependency logs, and stakeholder communication frameworks. Developed and implemented project performance metrics tracking system, leading to better delivery predictability and performance.

Consulted for Fintricity that has developed a blockchain-based business model to improve the reach and liquidity of the real estate investment market through tokenisation by completing in-depth market and technology research and providing recommendations on how to successfully launch the digital platform. Consulted for an Ireland based travel company that was planning to enter Hop-on, Hop-off market by completing market research and supplying recommendations to strengthen its strategic position. Received recognition for the strategy consulting report prepared for an asset management company by delivering in-depth market analysis and recommendations to address their growth challenge. Delivered report to a premier league football club after analysing the operational inefficiencies faced by the stadium on a game day, provided recommendations to fix the issues and to increase revenue/profit.