afroz andalib

Global Service Management Leader | Agentic AI & Digital ITSM Coworker Architect

As an ITSM/ITIL leader with 15 years of experience modernizing enterprise service management across financial services and large-scale technology environments, I advise on service portfolio optimization to keep technology aligned with the business processes it supports and the business objectives it serves. I set the end-to-end transformation vision—from maturity assessment and future-state capability design through implementation and sustained adoption—pairing disciplined governance with operational excellence to build service management as a competitive advantage.Building on deep process optimization and automation experience, I design and deploy process-specific, platform-agnostic Agentic AI solutions. These purpose-built "digital coworker" ITSM personas orchestrate technology outputs and human activities across enterprise service management, governance, and compliance lifecycles. My goal is to enable increasingly autonomous enterprise capabilities without compromising accountability or alignment with business objectives.