KOUSTUV BHATTACHARYA
Sydney,NSW
Summary
Accomplished IT Service Management Leader with 12+ years of experience driving large-scale service transformations, operational excellence, and enterprise governance across complex environments. Proven strategic leader adept at senior stakeholder management, cross-functional alignment, and bridging the gap between technical teams and executive leadership. Expertise in owning and governing core ITIL processes, designing optimized workflows, and maintaining robust CMDB practices. Skilled at leveraging modern ITSM platforms (ServiceNow, Freshservice) to automate service delivery, mitigate operational risk, and ensure regulatory compliance. Dedicated to building high-performing teams, leading organizational change, and delivering sustainable business growth.
Overview
1
1
Certification
4
4
years of post-secondary education
13
13
years of professional experience
Work History
ITSM Manager
Tata Consultancy Services (TCS)
07.2023 - Current
- Govern end-to-end ITIL standards across key processes—including Incident, Problem, Change Enablement, Request, Knowledge, and Configuration Management—by designing enterprise-wide frameworks, governance controls, and maturity models.
- Spearhead ITSM platform administration and configuration across Freshservice and ServiceNow, optimizing workflows, automations, SLA matrices, and CMDB structures to maximize system efficiency.
- Lead service governance across multiple technology towers and vendors, establishing and chairing CAB/ECAB forums to ensure strict regulatory compliance and strategic alignment.
- Spearhead AI-enabled service transformations using tools like Microsoft Copilot Studio, designing and deploying automation solutions such as an AI Communicator Bot to deliver operational FTE savings.
- Design, optimize, and automate cross-functional workflows and Continual Service Improvement (CSI) initiatives driven by data analytics and stakeholder feedback.
- Partner with cross-functional business and technical leaders, serving as the primary escalation point for process issues and driving organization-wide adoption.
- Lead, mentor, and train a team of direct reports to drive high-performance outcomes and foster a culture of continuous improvement.
- Drive key performance metrics, actively remediating process bottlenecks to elevate SLA achievement and deployment compliance.
- Manage risk and audit remediation efforts to reduce emergency change rates, eliminate audit findings, and support contract renewals.
ITSM Consultant
Accenture
12.2019 - 07.2023
- Acted as the ITSM Tower lead for Incident, Major Incident, Problem, Change and Knowledge Management processes.
- Led a multi-vendor environment, ensuring effective coordination across suppliers and support teams.
- Managed supplier performance, ensuring SLA adherence and leading KPI reporting and governance reviews with client leadership.
- Led cross-functional and cross-vendor escalations, driving timely resolution of critical service issues.
- Established service governance frameworks and operational reporting, driving continual service improvement initiatives.
- Partnered with business stakeholders, delivery leads and external vendors to improve service maturity and operational effectiveness.
- Served as onsite service management process lead in Riyadh, overseeing executive stakeholder engagement and service delivery governance.
- Improved RCA accuracy from 70% to 100%.
- Reduced monthly incident inflow by approximately 200 incidents.
- Drove performance metrics and continual service improvement (CSI), executing 350+ CSI initiatives backed by data analytics and stakeholder feedback.
- Managed, mentored, and trained a team of direct reports, serving as the primary escalation point for process issues and driving organization-wide adoption.
- Elevated Incident SLA performance from 87% to 95% and boosted deployment compliance from 95% to 98% through rigorous bottleneck remediation.
- Reduced Emergency Changes from 12% to 9% and remediated 117+ audit findings, directly mitigating operational risk and supporting successful project re-contracting.
ITSM Lead
British Telecom (BT)
10.2014 - 11.2019
- Managed incident, change, problem, knowledge, and SACM processes to ensure smooth service delivery and compliance with IT standards.
- Led operational governance and stakeholder reporting activities, enhancing transparency and accountability in IT service management.
- Revamped operational reporting frameworks to provide clearer insights and support decision-making for stakeholders.
- Executed multiple automation and process improvement initiatives.
- Designed automation workflows and process optimization initiatives.
- Highlighted key successes
- Successfully delivered BT Challenge Cup projects in 2017, 2018 and 2019.
Associate
Wipro
05.2013 - 10.2014
- Key Responsibilities
- Conducted quality audits and coaching initiatives to ensure compliance and improve team performance.
- Prepared operational dashboards and service delivery reports to provide insights for decision-making.
- Major Achievements
- Enhanced customer satisfaction through targeted service delivery improvements and feedback integration.
- Improved reporting accuracy and operational governance.
Education
Bachelor of Technology - Electronics & Communication Engineering
Netaji Subhash Engineering College / WBUT
Kolkata, West Bengal 07.2007 - 07.2011
Skills
- ITSM & Governance
- Incident & Major Incident Management
- Change management
- Knowledge and Configuration Management
- Service improvement strategy
- Process transformation
- Governance frameworks
- Multi-vendor governance
- Azure DevOps Governance
- CMDB / SACM Tools
- Leadership & Transformation
- Executive Stakeholder Management
- Operations management
- Policy and procedure development
- Complex Problem solving
- Problem management
Certification
- ITIL V4 Foundation
- Microsoft Azure AZ-900
- Delivery Management Intermediate Certified
- Lean Practitioner
ADDITIONAL INFORMATION
- Experienced in managing global onshore and offshore teams
- Strong executive stakeholder engagement expertise
- AI Strategy Driver and Advisor for enterprise ITSM transformation
- Experienced in Microsoft Copilot Studio, automation and analytics
Timeline
ITSM Manager
Tata Consultancy Services (TCS)
07.2023 - Current
ITSM Consultant
Accenture
12.2019 - 07.2023
ITSM Lead
British Telecom (BT)
10.2014 - 11.2019
Associate
Wipro
05.2013 - 10.2014
Bachelor of Technology - Electronics & Communication Engineering
Netaji Subhash Engineering College / WBUT
07.2007 - 07.2011