Yaseen Ahmed Syed

• Acted as a single point of coordination across multiple service lines, vendors, and stakeholders to drive
adherence to SLAs, OLAs, and KPIs.
• Owned service management governance for managed services accounts, aligning operational delivery
with customer expectations and contractual commitments
• Acted as a bridge between service towers, vendors, and business stakeholders, ensuring smooth handoffs
and end-to-end ownership across ITIL processes.
• Enabled cross-tower alignment during steady-state and hypercare phases, reducing operational friction
and improving service responsiveness.
• Proactively resolved conflicting operational priorities by facilitating joint planning sessions and consensus
driven decision making
Operational Excellence & Stability:
• Ensured service stability across P1-P4 incidents through proactive governance, continuous monitoring,
and early escalation where required
• Reviewed daily ticket dashboards to identify early warning signals, backlog risks, and SLA impact areas.
• Supported continuous incident reduction initiatives by identifying repeat patterns and improvement
opportunities
Service Reporting & Stakeholder Communication:
• Delivered clear, data-driven service performance narratives to customers through structured dashboards
and review presentations.
• Provided executive-level visibility into service health, risks, and improvement actions through KPI-based
reporting
• Maintained consistent communication cadence with internal and external stakeholders to ensure
transparency and trust

Process Design & Documentation:
• Created and governed process documentation, SOPs, templates, and workflows aligned to ITIL standards
and customer requirements.
• Ensured process adherence and documentation sign-off during transitions and steady state operations
• Contributed to process maturity improvement by standardizing practices across Incident, Problem, and
Change Management

Change & Risk Governance:
• Strengthened change governance controls to minimize operational risk and prevent unauthorized or
poorly planned changes
• Successfully supported internal and external audits with zero-defect outcomes through proactive
governance
• Acted as a process compliance champion, reinforcing governance expectations across teams.

People Enablement & Leadership:
• Mentored and supported team members during critical incidents and high-pressure situations, enabling
effective resolution.
• Ensured effective shift and roster planning aligned with operational demands and leave management.
• Promoted a culture of ownership, accountability, and continuous improvement within the CFS team.

• Led end-to-end IT Service Management (ITSM) operations and governance for Abbott
Laboratories, a global healthcare client, ensuring the delivery of stable, secure, and high
performing IT services across business-critical infrastructure and application environments.
• Directed enterprise-wide Incident, Major Incident, Problem, Change Enablement, Service
Request, Knowledge Management, and Service Level Management processes aligned with
ITIL best practices, driving operational excellence and continuous service improvement.
• Served as the Cross Functional Services (CFS) Lead, coordinating multiple technology towers
including Windows, Linux, Network, Database, Middleware, Cloud, EUC, Storage, Backup,
Security, and ServiceNow teams to ensure seamless service delivery and rapid issue
resolution.
• Chaired CAB (Change Advisory Board) and ECAB meetings, reviewing change requests for
business impact, risk, implementation readiness, rollback strategies, compliance, and
customer approvals to maximize change success and minimize production disruptions.
• Led the response and recovery for Priority 1(P1) and Priority 2 (P2) Major Incidents, acting
as Incident Commander by coordinating global technical teams, managing executive
communications, restoring critical business services, and conducting Post Incident Reviews
(PIRs).
• Established governance frameworks for SLA, OLA, KPI, MTTR, backlog, ageing analysis,
change success rate, service availability, and customer satisfaction, delivering executive
dashboards and actionable insights through Monthly Business Reviews (MBRs) and
Quarterly Business Reviews (QBRs).
• Improved overall SLA compliance from 92% to 98% through proactive governance,
operational reviews, trend analysis, and continual service improvement initiatives.
• Reduced operational backlog by 30% by implementing structured prioritization, proactive
monitoring, process optimization, and cross-functional collaboration.
• Partnered closely with ServiceNow platform administrators and technical teams to define
business requirements, validate workflow enhancements, improve ITSM process
automation, and optimize Incident, Problem, Change, Request, Knowledge, and Service
Catalog workflows.
• Governed Problem Management by facilitating Root Cause Analysis (RCA), Known Error
identification, corrective and preventive actions, and tracking permanent fixes to reduce
recurring incidents and improve service stability.
• Supported Service Transition activities by ensuring operational readiness, knowledge
transfer, support documentation, process compliance, and seamless transition of new
services into Business-as-Usual (BAU) operations.
• Managed vendor performance through regular governance meetings, SLA reviews,
escalation management, and performance scorecards to ensure contractual obligations and
service quality standards were consistently achieved.
• Collaborated with Infrastructure, Application Development, Cybersecurity, Business
Operations, and third-party vendors to deliver integrated IT services while driving
operational efficiency and customer satisfaction.
• Developed and maintained governance documentation including Standard Operating
Procedures (SOPs), process flows, work instructions, operational runbooks, service reports,
and executive presentations to support audit readiness and organizational compliance.
• Mentored service managers, process owners, and operational teams on ITIL best practices,
governance standards, continual service improvement methodologies, and customer
focused service delivery, contributing to improved process maturity across the organization.

• Managed end-to-end IT Service Management (ITSM) activities, ensuring the successful
delivery of infrastructure and application support services in alignment with business
objectives and ITIL best practices.
• Coordinated service delivery across multiple technology teams, ensuring effective
management of Incident, Problem, Change, Release, and Service Request processes while
maintaining agreed service levels.
• Collaborated with project managers, technical teams, customers, and business stakeholders
to plan service transitions, define operational readiness, and ensure seamless movement of
projects into Business-as-Usual (BAU) support.
• Led governance meetings with internal stakeholders and customers to review service
performance, operational risks, SLA compliance, and continual service improvement
opportunities.
• Managed project plans, resource allocation, risk registers, issue logs, and status reporting,
ensuring timely execution of deliverables and effective stakeholder communication.
• Facilitated Root Cause Analysis (RCA), Problem Management reviews, and corrective action
planning to minimize recurring incidents and improve service stability.
• Worked closely with infrastructure, application, and vendor teams to resolve production
issues, manage service escalations, and improve operational efficiency.
• Prepared executive MIS reports, KPI dashboards, weekly status reports, and service review
presentations for senior management and customer governance meetings.
• Supported Change Advisory Board (CAB) activities by reviewing change schedules, risk
assessments, implementation plans, and ensuring compliance with organizational change
governance standards.
• Contributed to Continual Service Improvement (CSI) initiatives by identifying process gaps,
recommending workflow improvements, and driving operational standardization across
support functions.

Achievements
• Improved SLA compliance from 92% to 98%.
• Reduced operational backlog by 30%.
• Led enterprise CAB/ECAB governance.
• Delivered executive governance reporting for global stakeholders.
• Drove ITIL process maturity across multiple support towers.