United States

Generalist Product Management

Technical Product Management

Platform Product Management

Program Management

AI/ML Engineering

AI Design

Generative AI

AI Product Management

AI Ethics

Bachelor of Arts - BA

Rodel Doria

Director of Service Management and AI Enablement

Communication

Collaboration

Problem-solving

Time management

Critical-thinking

Empathy

Team player

Organisation skills

Presentation skills

Customer service

Conflict resolution

Stakeholder management

Leadership

Analytical skills

Project management

AI/ML

Product analytics

Conversational AI

Tableau

ChatGPT

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Building an effective team

Agentic AI & Platform Innovation
- Architected and deployed the AgenticBP360 framework — Salesforce's first agentic ITSM governance layer — integrating Slackbot AI, Agentforce, OrgESC, PagerDuty, GitHub, and DataCloud MCPs
- Built 90+ production AI skills covering all 11 ITSM domains
- Designed and launched the ESE AI Community of Practice (CoP) and the ESE AI Peer Buddy Program — a 9-week cohort training 15 DET teammates in AI-native workflows, Slackbot skill authoring, and MCP-connected automations


Leading strategic IT product management for enterprise Business Technology Platform with focus on next-generation ITSM transformation. Defining product vision and roadmap for agentic AI integration into IT Service Management operations. Conducting discovery, stakeholder alignment, and technical architecture planning for Agentforce-powered autonomous agent deployment.

- Strategic Leadership: Directed gap analysis to enhance scalability of IT functions for acquired companies, driving seamless integrations and operational efficiency.
- M&A Integration: Developed and implemented an IT M&A playbook using Scrum and Kanban methodologies, successfully integrating companies with up to 5000+ employees into Salesforce’s IT operations.
- Operational Excellence: Led initiatives to improve IT service delivery and process efficiency, fostering a culture of continuous improvement.
- Governance and Tools Development: Built a CMDBGC and ITSMGC governance council, leveraging Smartsheet, workflows, Slack notifications, and Tableau dashboards to support governance processes. Configured tools and processes for optimal performance.
- Product Management: Acted as Product Manager/Owner, managing ITSM features and functions for internal tools.
- Executive Presentations: Regularly presented updates and insights on ITSM and governance at executive leadership meetings.
- Ambiguous Projects: Served as the lead on high-priority, ambiguous projects to establish hypercare or resolve critical issues.
- Team Leadership: Managed Kanban boards and roadmaps for the team, set up offsite planning sessions, and mentored team members.

Key Achievements:
- Spearheaded the migration of IT systems for over 10 acquired companies, enhancing operational efficiency by 30% and scalability by 50%.
- Boosted customer satisfaction by 25% through on-time delivery of new features and enhancements, aligning with strategic business goals.
- Increased visibility and control over IT operations by 40%, enabling informed decision-making through robust data analysis and reporting.
- Improved process efficiency by 35% through the implementation of automated workflows and centralized issue tracking.
- Successfully built and managed a comprehensive governance framework, improving compliance and operational standards.

- ITSM Leadership: Rebuilt and managed the Asset and Configuration Management Program, improving customer experience and compliance.
- Change Management: Led continuous improvements in the Change Management framework, ensuring alignment with enterprise standards and reducing risk.
- Operational Excellence: Developed governance standards, procedures, and training materials, optimizing IT service delivery and operational efficiency.
- Performance Metrics: Created dashboards and KPIs to manage IT services, ensuring 100% availability and reliability for end users.

Key Achievements:
- Reduced ticket request time by over 50%, markedly improving IT service efficiency and user satisfaction.
- Achieved a 20% increase in customer satisfaction through streamlined processes and comprehensive training.
- Established a new asset management framework, improving compliance by 25% and operational efficiency by 35%.
- Managed 1000+ software changes annually with a 100% completion rate within a 48-hour SLA.
Increased the efficiency of the build and release process by 20% through improved automation and coordination with development and vendor resources.

- Product Support: Managed product support for Azure, O365, Intune, GSM, ERP, and CRM products, ensuring high-quality service and operational excellence.
- Risk Management: Maintained a 97% quality level on changes, proactively managing risks and reducing emergency support incidents by 30%.
- Cross-Functional Collaboration: Coordinated with business partners to manage weekly product configuration changes, enhancing the quality of product launches.

Key Achievements:
- Improved product launch quality by 20% through enhanced review processes and proactive risk management.
- Reduced emergency incidents by 25%, ensuring smoother operations and increased reliability.
Increased customer satisfaction by 15% through improved communication and collaboration strategies.

- Sales Support: Coordinated with the Licensing Support Team at Microsoft, providing quality sales support to Microsoft North America's licensing operations.
- Process Optimization: Implemented process optimizations that resulted in a 20% increase in efficiency and productivity.
- Quality Assurance: Achieved a monthly quality score of 98% and above for license agreements.

Key Achievements:
- Increased efficiency of the sales process by 10% within the first year through automation and coordination with the Licensing Support Team.
- Improved quality assurance of license agreements to a monthly score of 99% or above.
Increased customer satisfaction with the sales process by 15% through improved communication and collaboration.

Vyshnavi Namani

Student

Urjoshi Sinha

Engineer/ Researcher

Jeanne Zhang

Product Manager

Jenn Hwang

Padmavathi Prasad

Customer Experience Manager

Angela Zhen

UX Design Intern

Mentor 1:1

This is an introduction to productivity tools as a Program or Product Manager that can enable you to hit the ground running on new projects. - Smartsheet, Notion, Asana and more. - GPT 4o, Models, Instructions and the perfect prompt. - Slack and email automations - Tableau Dashboards and reporting - Process improvements and operational excellence.

Rodel Doria🇺🇸

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