Saurabh Maurya
Senior IT Service Management Professional | CMDB & Change Management Specialist
Open to relocation across Germany | Fluent in English ( learning German language )
[Saurabh.Maurya@outlook.com] | [+91-9899224088] | LinkedIn: [Link]
Professional Summary
Senior IT Service Management professional with 15+ years of experience in CMDB governance, ITIL-aligned process enablement, and ServiceNow administration. Proven expertise in leading change management programs, CMDB standardization, and ITSM transformations across global enterprises. Skilled in AI-enabled ITOM strategies, GenAI adoption, and CSDM frameworks, with a track record of delivering measurable KPIs in data integrity, compliance, and user adoption.
Currently based in India; Eligible to apply independently for EU Blue Card / Skilled Worker Visa once an offer is secured.
Tata Consultancy Services (TCS) | 2021 – Present
Technical Lead – ITSM / CMDB Manager & Change Manager
Accounts – easyJet PLC UK, Virgin Atlantic Airlines UK, Tata Steel Europe
Led CMDB governance and CSDM adoption for European clients, ensuring >95% CI data accuracy and compliance with ITIL/ISO standards.
Implemented AI-enabled and GenAI-driven automation in CMDB health checks, improving reconciliation efficiency by 40%.
Designed and executed change management KPIs:
Reduced unauthorized changes by 25% through governance controls.
Increased stakeholder adoption of ServiceNow CMDB dashboards by 30%.
Directed cross-functional teams in ServiceNow transformation projects, applying Now Create methodology to align tactical execution with strategic goals.
Partnered with executive stakeholders to translate strategic requirements into ServiceNow roadmaps, driving operational resilience.
Key Achievements:
· Established CSDM-aligned CMDB framework across multiple business units.
· Introduced AI/GenAI-enabled predictive insights for CI lifecycle management.
· Delivered measurable improvements in change success rate (>90%) and incident reduction (20%).
HCL Technologies | 2019 – 2021
Associate Consultant – ITIL / Configuration & Change Manager
Accounts – Arcelor Mittal Europe, EDF Luminus
· Acted as Change Manager for SIAM-integrated environments, overseeing >1,000 monthly changes with a success rate of 92%.
· Developed KPIs for change governance:
o Reduced change-related incidents by 18% through improved risk assessment.
o Enhanced CAB efficiency by 25% with structured workflows.
· Supported CMDB governance initiatives, ensuring CI relationships were aligned with ITIL v3/v4 standards.
· Collaborated with cross-vendor teams to ensure seamless integration of ITSM processes in multi-supplier environments.
Key Achievements:
· Strengthened change adoption metrics across international clients.
· Delivered stakeholder communication strategies that improved transparency and reduced resistance.
DXC Technologies | 2016 – 2019
Service Delivery Coordinator – Asset & Configuration Management / Change Management
Accounts – National Grid UK, Educational Testing Service (ETS, US), Arcadis Europe, Toyota America
· Managed CMDB lifecycle and asset management, achieving >90% CI completeness and accuracy.
· Coordinated change management processes for enterprise clients, ensuring compliance with ITIL standards.
· Defined and tracked KPIs:
o Improved change success rate by 20% through enhanced impact analysis.
o Reduced emergency changes by 15% via proactive planning.
· Partnered with ITSM teams to align CMDB governance with organizational strategy.
Arvato Bertelsmann (2012–2016)
Process Trainer – Acronis Backup & Recovery
Delivered training to 200+ employees, improving process maturity across incident, problem, and change.
Designed backup/recovery process documentation aligned with ITIL service continuity.
Sr. Executive – Service Desk Support
NIIT Ltd (2009–2011)
Provided ITIL-based incident management support, achieving 90% SLA compliance.
Sr. TSO – Technical Support
Convergys India (2007–2009)
Delivered frontline IT support, escalating incidents per ITIL framework.
Core Skills & Certifications
· CMDB & CSDM Expertise: Architect-level CMDB governance, CSDM adoption, CI lifecycle management.
· Change Management: ITIL-aligned governance, KPI-driven adoption strategies, CAB leadership.
· ServiceNow Administration: CSA, HAM Pro, CMDB Data Foundations, Now Create methodology.
· AI & GenAI: Applied AI-enabled automation and GenAI insights in CMDB health and ITOM strategy.
· Certifications: ITIL v3 Expert, ITIL v4 Foundation, SIAM Foundation, ServiceNow CSA, HAM Pro, CMDB Health, CSDM.
Education & Certifications
Bachelor of Computer Applications (BCA)
Indira Gandhi National Open University (IGNOU), 2005