// The Path Here
From Service Implementation to AI Operations Leadership
My career didn't start in AI — it started in the unglamorous work of making enterprise IT service delivery actually hold up under pressure. At Orange Business Services, that meant designing ITIL-aligned operational processes for telecom and financial services clients and being the final escalation authority when something went wrong. At Avaya, across nearly a decade, it scaled into running global service transitions and then owning end-to-end delivery for $10M–$25M managed services portfolios spanning APAC, EMEA, Africa, and North America.
What changed in the last three years isn't my focus — it's the toolset. The same discipline that drove 99.9%+ service availability and zero-Sev-1 transitions is now applied to building and deploying GenAI and AIOps tooling: Smart Desk, AI Incident Co-Pilot, and an enterprise RAG knowledge assistant, each grounded in real operational workflows rather than built as a demo. Leading AI transformation, to me, is still fundamentally an operations leadership problem — the AI is the tool, not the strategy.
// Recognition
Track Record
Awarded Circle of Excellence ten times for outstanding customer experience at Avaya, with CSAT scores of 4.9/5 ranked among top performers globally. Delivered 15+ complex global service transitions with zero critical post-go-live failures, and earlier in career, 20+ transitions with zero Sev-1 incidents. ITIL Expert, PRINCE2 Practitioner, AWS Certified Solutions Architect, with recent additions in LangChain, LangSmith, and MCP reflecting continued hands-on depth in the AI tooling that underpins current advisory work.
// Thought Leadership
Writing & Perspective
I write about AIOps, GenAI in ITSM, ServiceNow governance, ITIL 4, and managed services transformation — grounded in operational experience rather than vendor talking points.
// Availability
Advisory, Board, and Interim Leadership
Beyond project-based consulting through SD Advisory, I'm open to advisory board positions, fractional/interim Head of IT Operations or AI Transformation roles, and speaking engagements on AIOps, GenAI in ITSM, and enterprise AI adoption — remote or on-site across India, Singapore, UAE, and the UK.
