Senior IT Operations Leader

Driving Global IT Excellence
for Enterprise 4.0

Senior IT Operations Leader with 23+ years of experience in IT operations management, IT service delivery using enterprise ITSM toolset, Digital Workplace, End User Computing, and IT infrastructure across global enterprise environments. Over 11 years of hands-on ownership of ServiceNow ITSM and IT Asset Management supporting large-scale global operations.

Expert in ITIL and ITSM-based operations, Incident, Problem, Change, and Service Request Management, SLA governance, Endpoint and Device Management, Hardware Asset Lifecycle Management, and Vendor and Contract Management. Proven track record in IT Asset Management, Software Asset Management, audit and license compliance, and regulatory governance.

Experienced in enabling Hybrid Digital Workplace services for 4,000+ enterprise users and modernising service desk operations through automation and AI-driven process improvements while ensuring high availability, operational excellence, and business continuity.

📍 New Delhi, India ✉️ hbisht@gmail.com 📞 +91-7838799961
Harish Bisht

⚡ Key Impact Highlights

4,000+

User Support

Enterprise users managed globally across hybrid environments.

99.9%

Uptime

Consistency for business-critical AV & collaboration suites.

100%

Compliance

Successful audit scores in IT Asset Management.

Core Competencies

IT Operations Management and IT Service Delivery (ITIL / ITSM) Digital Workplace and End User Computing (EUC) and Hybrid Work Enablement Collaboration Platforms: Microsoft Teams Rooms, Zoom Rooms, Microsoft 365 Incident, Problem, Change and Service Request Management (ITSM) CMDB and ServiceNow ITSM Platform Governance IT Infrastructure, Endpoint Management, and Device Lifecycle Management Information Security, IT Governance, Risk Management, and Governance Risk and Compliance (GRC) IT Asset Management (ITAM), Software Asset Management (SAM), Audit and License Compliance Vendor Management, Contract Negotiation, and IT Financial and Budget Management Automation, Scripting, and AI Enablement in IT Operations Executive Stakeholder Management and Business Relationship Management (BRM) Team Leadership, Coaching, Mentoring, and Performance Management

Skills & Technology Ecosystem

IT Service Management & ITAM (ServiceNow)

  • ITIL 4 based Incident, Problem, Change & Service Request Management
  • SLA Governance, RCA Frameworks, Escalation Management
  • ServiceNow ITSM Platform Administration & Reporting
  • Vendor, OEM, AMC & Contract Lifecycle Management
  • IT Budget Ownership & Cost Optimization

Digital Workplace (DEX), EUC & Governance

  • Digital Employee Experience (DEX) Analytics & AI-driven insights
  • Endpoint Lifecycle Management for 4,000+ enterprise users
  • Automated Endpoint Provisioning & Global Imaging Standards
  • Hybrid Workplace Enablement & Remote Workforce Infrastructure
  • Windows Endpoint Security, Patching & Vulnerability Management
  • MDM, Audit Readiness, Compliance Governance & IT Asset Tracking

Infrastructure, Virtualization & Data Center

  • VMware Virtualization Environment Management
  • HP 3PAR Enterprise Storage Administration
  • Windows Server Administration & Large-scale Migration Projects
  • Data Center Operations, Capacity Planning & DR Drills
  • High Availability Architecture for Business Critical Applications

Collaboration & Hybrid Meeting Infrastructure

  • Microsoft Teams Rooms & Zoom Rooms AV Collaboration Suites
  • 99.9% Uptime Hybrid Collaboration Environments
  • Business Continuity & Disaster Recovery Readiness
  • Executive & Leadership Stakeholder IT Enablement

Professional Experience

Sr. Manager, IT — UKG

Jan 2022 – Dec 2025
  • Owned end-to-end IT operations for India region, serving as primary escalation point for business and leadership stakeholders.
  • Ensured SLA compliance across incident, problem, and change management with structured RCA processes.
  • Owned and governed ServiceNow ITSM and ITAM processes for the India region, supporting incident, change, asset, and lifecycle management.
  • Led ServiceNow Hardware Asset Management (HAM) processes covering procurement, deployment, refresh, recovery, and retirement.
  • Partnered with global IT teams to align regional operations with global standards and Standard Operating Procedures (SOPs).
  • Led audit readiness, asset governance, and compliance reviews for India IT operations.
  • Managed regional vendors, AMCs, OEMs, and service providers to ensure service continuity.
  • Supported business continuity planning, disaster recovery readiness, and operational resilience initiatives.
  • Oversight of India IT budgeting, global DEX analytics, automation frameworks, and hybrid-workplace infrastructure.
  • Leveraged ServiceNow dashboards and reports to provide leadership visibility into asset compliance, lifecycle status, and operational risks.
  • Spearheaded the modernization of the Digital Employee Experience (DEX) for 4,000+ enterprise users across the region.
  • Used AI-driven analytics to proactively identify and resolve endpoint issues before they impacted productivity.
  • Directed the lifecycle management of enterprise endpoints and AV collaboration suites (Microsoft Teams Rooms and Zoom Rooms), ensuring 99.9% uptime for hybrid collaboration environments.
  • Established governance frameworks for IT Asset Management (ITAM), ensuring 100% compliance during external audits and significantly reducing asset shrinkage.

IT Manager — UKG

Feb 2014 – Dec 2021
  • Primary IT leadership contact for India offices, supporting leadership, engineering teams, and shared services.
  • Led operations across Desktop Support, EUC, and Incident Management with strong ITIL/Agile alignment.
  • Scaled IT operations to support rapid organizational growth, implementing ITIL best practices that consistently reduced escalation rates and improved SLA adherence year-over-year.
  • Implemented and stabilized ServiceNow ITSM and asset workflows, improving asset traceability and lifecycle visibility.
  • Standardized endpoint onboarding and asset tracking using ServiceNow asset and CMDB processes.
  • Successfully led the rapid transition of the regional workforce to fully remote work during the pandemic, deploying secure endpoint solutions and virtual collaboration tools with zero business continuity loss.
  • Automated endpoint provisioning workflows, cutting new hire onboarding setup time and eliminating manual configuration errors.
  • Strengthened endpoint security posture by enforcing strict Patch Management and Vulnerability Management protocols across the India region.

Lead Network & Systems Administrator — UKG

Feb 2007 – Jan 2014

Tools & Platforms

ServiceNow ITSM ServiceNow ITAM ServiceNow HAM ServiceNow CMDB ITIL 4 Framework Digital Workplace (DEX) Microsoft Teams Rooms Zoom Rooms Microsoft 365 ServiceNow Dashboards & Reporting SLA / RCA Governance Vendor & Contract Management IT Budgeting & Cost Optimization Business Continuity Planning (BCP) Asset Lifecycle Tracking Endpoint Provisioning Automation Intune ServiceNow Performance Analytics (PA) & Predictive Reporting

Education

Executive Program in Strategy & Leadership — IIM Kashipur

PG Diploma in IT | Cybersecurity — IGNOU

B.Sc | Information Technology - Annamalai University

Certifications

ITIL 4 Foundation

Open to Leadership Opportunities

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