Gomathi Pai

Gomathi Pai currently serves as the ITSM Processes Manager at Archroma, where she plays a pivotal role in shaping and enhancing the company's global IT service management framework. In this capacity, she is responsible for overseeing the development, implementation, and continuous improvement of ITSM processes, ensuring they align with industry best practices such as ITIL and Lean Six Sigma. Gomathi’s expertise in service transition, problem management, and service catalog management enables her to streamline service delivery, reduce incident resolution times, and enhance overall customer satisfaction across diverse business units.

At Archroma, Gomathi leads key projects focused on automating ITSM workflows using ServiceNow and Freshservice, which has significantly improved process efficiency and transparency. Her deep understanding of Agile methodologies allows her to adapt quickly to evolving business needs, fostering a culture of continuous service improvement. She collaborates closely with cross-functional teams and stakeholders, representing the Service Management function to ensure seamless integration of IT services with organizational objectives. Her leadership in implementing request fulfillment and problem management processes has resulted in more proactive issue resolution and better resource utilization.

With her extensive experience in both outsourcing and in-house IT environments, Gomathi brings a balanced perspective to IT service delivery, emphasizing empathy, respect, and positivity within her teams. Her strategic focus on automation, process optimization, and stakeholder engagement positions her as a key driver of Archroma’s digital transformation initiatives, ensuring the company’s IT services are resilient, scalable, and aligned with business goals.