Nitin Chopra

• Guide new and existing customers in leveraging the full potential of ServiceNow, the leading AI platform for enterprises. • Collaborate with cross-functional teams to tailor solutions that enhance operational efficiency and customer satisfaction. Telecom, Media, Tech and Strategic Accounts.

• Co-founded Vativ to provide both strategy & execution of ServiceNow, Salesforce & Cybersecurity services. • Architected solutions and managed partnerships with a variety of AI-first technology companies to implement customer-focused solutions. • Manage financials of a fully bootstrapped company. Achieved ServiceNow partnership. • Implemented all Sales & Marketing operations required for a startup. • Launched a marketing automation solution built on ServiceNow platform.

As a leader within the ATN group, I oversee 4 business units—consulting and delivery, digital marketing, billing operations, and call center—managing a multimillion-dollar budget and directing a team of 400+ employees. My leadership has led to significant improvements in operational efficiency and service delivery, evidenced by higher NPS scores, increased customer satisfaction, and reduced call deflection and volume. Additionally, I serve as the Executive Sponsor for consolidating Telco BSS/OSS onto Amdocs' Tier 1 platform, further enhancing efficiency. With a dedication to innovation, I spearheaded an AI steering committee, establishing the first ATN AI standard and leading initiatives that improved employee productivity significantly.

As the Chief Customer Experience Officer, I was recognized for establishing and structuring WeSolveCX, a subsidiary of ATN International. Throughout this tenure, I was focused on delivering top-tier customer service, digital marketing, and consultancy solutions across ATN's markets. I developed and secured board approval for a high-impact business case, driving substantial investment to successfully launch the startup. By implementing advanced self-service solutions, I empowered clients to access services, pay bills, and obtain information seamlessly, significantly reducing the need for phone calls or in-store visits. Additionally, I integrated customer-facing capabilities, delivering streamlined and efficient services to ATN subsidiaries.

In this role, I directed the Shared Services IT organization for 6 global operating companies, executing initiatives in BSS Billing/OSS, CRM, digital transformation, data & analytics, IT infrastructure, service management, and security. As the Business Sponsor for the first enterprise-wide Marketing Automation and Data Cloud initiative, I partnered with the global CMO to implement Salesforce Marketing Cloud across all companies. I also supervised telco billing, application development, cloud operations, help desk, and service management while managing corporate IT functions such as ERP, HR, and accounting systems. Additionally, I was committed to enhancing the IT team by introducing process automation and Salesforce solutions. I secured executive and board approval to expand the IT team by 35%, providing robust digital leadership across the organization. I drove a comprehensive data and analytics program, fostering a data-driven culture and enabling strategic decision-making. By deploying CRM, service management, and ERP systems like Salesforce, Oracle, and ServiceNow, I supported global operations and transformed customer interactions through digitized touchpoints, mobile apps, secure order management systems, and customer care platforms, greatly enhancing the overall customer experience.

Continue leading all aspects of Cloud Transformation in the media organization Selected by the Global CIO to streamline all post-merger (TW/ AT&T) IT Service Management, ServiceNow and GSOC workstreams Accountable for multi-million dollar merger synergies between the 2 organizations from due diligence for rationalizing application landscape from ERP, ITSM, Data, Sales to data center & cloud simplification.

In this role, I directed global technology operations and client relationship management for HBO, Warner Bros., and Turner (CNN, TBS, TNT) until the AT&T acquisition. I established Time Warner's first global systems operations center offshore, leading to my promotion to Senior Director. I managed service management for a new enterprise shared services organization, led large-scale digital transformations with directors and managed service providers, and migrated on-premise applications to a secure hybrid cloud platform, ensuring SOX, PCI, and GDPR compliance.

As a trusted advisor to HBO and Turner CTOs, I provided standardized infrastructure and operational processes and oversaw strategic programs for Global Information Security, delivering secure DevOps and identity management platforms. Worked with partners to digitize IT Customer Service (help desk) and Infra Operations by implementing ITIL Service Management processes and the ServiceNow platform, negotiated technology service provider agreements, and consolidated 36 global data centers into 6, enhancing cloud operations infrastructure. My initiatives optimized technology operations, drove substantial financial savings, and improved compliance, reinforcing the technological foundation of major media brands.

Global Media Technology & Operations Executive @ Time Warner Provide centralized technology services via Enterprise Shared Services organization (EIS) to Time Warner’s divisions- HBO, Warner Bros., Turner (incld. CNN, TBS, TNT, Cartoon Network etc) and Time Warner Corporate. Global Team size of 50+ including Senior Managers, Analysts and Consultants. - Setup a Global Systems Operations Center (7/24 - GSOC) using the near-shore Managed Services model - Built from ground up a Global Service Management (Incident, Problem, Change, Release, SLA) model in a Shared Services environment - Setup an IT Asset and Confg council to oversee "big picture" and day-2-day CMDB needs from an IT Operations perspective. - Responsible for Global Network & Systems Monitoring, Notification and Escalation - Oversee numerous $MM Managed Services contracts and vendors - Oversee implementation and adoption of Service Now/ Pager Duty globally/ all providers - Implement processes and tools to interface with Public (AwS, Azure) & Private Cloud Offerings (IaaS) - Business Continuity Planning (BCP) & Disaster Recovery (DR)

I developed and implemented the ITIL program in a newly created Shared Services organization, enhancing infrastructure and operations across North America, LATAM, and Asia PAC. I led the global ServiceNow implementation, including CMDB, achieving rapid deployment within 8 months. I managed and optimized multiple service desk operations, driving cultural changes and business awareness to stabilize and improve ITSM functions globally. In collaboration with the Global Product Organization, CISO, and Network Infrastructure peers, I implemented operational efficiencies in a matrix environment. Additionally, I improved IT operations metrics by renegotiating a $400M Managed Services contract for transition and end-user support services, managing a $25M budget while leading a team of internal DevOps and process teams and over 100 outsourced professionals worldwide.

At NRG, I managed a large SAP environment, corporate IT applications, and a portfolio of 30+ applications for a major power generator and energy provider, ensuring compliance with federal regulations (PCI, NERC, SOX). I led the companywide implementation of the ServiceNow platform, achieving over $1M in cost savings and significant operational efficiencies. Additionally, I directed disaster recovery planning for corporate applications, safeguarding critical systems and data integrity.

Formed following a divestiture between Retail (Reliant/ NRG Energy) and Wholesale (called RRI Energy).

Nitin worked on various HP/ Peregrine Service Manager enhancements, new product rollouts during his tenure at Reliant Energy. Other major initiatives included spreading ITIL awareness, along with grassroots effort involving Problem Management and IT Process design for Reliant. Work also involved conducting POCs for various Project and Time Management applications, Mobile interfaces to Service Management application and Computer Telephony Integration.

I served as Lead Analyst for a global financial services firm with $2.4T in assets, overseeing core IT operations across 60+ countries and supporting 260K employees. As Technical Lead during the BankOne and JP Morgan Chase merger, I consolidated help desk applications, implemented advanced system monitoring solutions, and managed testing and quality assessment for high-volume transactions.