Shirish Joshi

Sr. Director Operations - GTM and NPI

ServiceNow – The Enterprise Cloud Companyex-Capgeminiex-Cisco

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I love a big picture approach to connecting the dots and allowing innovation to flow. Innovative, resourceful, transformative, and high-impact business/IT executive with proven success in enterprise architecture and business applications.

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Extensive background in establishing organizational vision and strategy, leading large teams, business transformation, managing global operations, mergers and acquisitions, and implementing initiatives that enable organizations to scale their offerings, revenues, and footprints to drive business growth. Critical thinker, solutions-focused, and results-driven, with a big picture approach, excellent interpersonal communication skills, strategic team leadership and collaboration, robust task ownership, and a strong work ethic. Understands and conveys complex information to resolve multiple issues, measure outcomes, and improve operational efficiencies to consistently exceed expectations and achieve key deliverables. CORE COMPETENCIES: Digital Transformation Leadership | Business Transformation | Strategic Vision | Global Operations | Management | Enterprise Architecture/Applications | M&A Integration/Divestiture | Client Loyalty | Supply Chain | Finance | Sales Compensation | Organizational Change | Business Plans | SaaS | Process Improvement | Six Sigma Best Practices | Cost Containment | Operational Efficiency | Talent Development | Performance Management | Strategy Development/Implementation | Software Project Management | Software Development Life Cycle (SDLC) | Cloud Computing | Agile Methodologies | Global/High-Performance Team Building | Instruction/Facilitation | KPIs | SOPs KEY ACCOMPLISHMENTS:  Enabled $12B recurring revenue business through all Go-To Market routes – Direct Partner Led and Digital  Enabled customer success life cycle for recurring service and software (On-prem, SaaS ) revenue.  Enabled new business capabilities (omni channel case management, intelligent routing, automatic case creation, and predictive/adoptive analytics) and a new platform for case deflection, management, and resolution automation  Reduced both cost-to-serve, cycle time by 10% and increased NPS by 10 points  Digitization COE champion -established and operationalized COE, digitized key business processes, customer advocacy  Improved on-time renewals, renewal coverage by 10% through enablement of new vs. renew opportunity management and forecasting  Achieved $1B in revenue with 14K partners on boarded through management of long tail renewals  Won several Gartner, CIO 100, Digital 25, and Pega awards