IT Project Delivery · Technology Transformation · Service Improvement

Technology Transformation. Strategic Delivery. Lasting Impact.

Transforming services and processes through technology, structured delivery and continuous improvement.

I am an experienced banking technology professional with over 13 years across global IT operations, IT service management, service delivery and technology initiatives — combining operational expertise with project contributions, stakeholder coordination and process optimisation.

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Portrait of Lashini Anpalagan

13+

years in banking technology

About

About Me

I am a banking technology professional with over 13 years of experience in global IT operations, IT service management and service delivery.

Throughout my career, I have contributed to technology initiatives, service improvement programmes, knowledge management, platform migration activities, process optimisation and operational readiness.

Working in a global banking environment has given me experience collaborating with cross-functional teams, coordinating stakeholders, supporting testing and implementation activities, and improving processes that support business-critical technology services.

My approach combines structured execution, analytical thinking, communication and continuous improvement. I bring an operational foundation, project delivery experience and a continuous learning mindset to technology transformation and service improvement initiatives.

13+ Years

of professional experience

Global Banking

technology environment

ITSM & ServiceNow

initiatives

Delivery & Process

improvement

Projects

Selected Projects & Achievements

A selection of technology initiatives and service improvement contributions across global banking operations.

ITSM · Knowledge Management · Process Improvement

ServiceNow Knowledge Management Framework

Contributed to the development and improvement of a structured knowledge management framework within ServiceNow, improving knowledge accessibility and support processes.

My contribution

  • Supported knowledge content and framework improvements
  • Collaborated with a global team of ~30 people
  • Contributed to knowledge standardisation and service improvement
ServiceNowITILKnowledge governance

~30%

reduction in support demand

RM150K

estimated value

ITSM · Data Quality · Operational Efficiency

ServiceNow Data Quality Initiative

Contributed to an initiative focused on improving the quality and consistency of service management data.

My contribution

  • Core team of ~5, wider team of ~30 across Kuala Lumpur and Chennai
  • Supported data quality improvements and process alignment
  • Improved ticket accuracy and service management practices
ServiceNowGovernance reviewsVendor coordination

~70%

improvement in ticket accuracy

RM100–200K

estimated value

Technology Migration · UAT · Implementation Readiness

Global BMC Remedy-to-ServiceNow Migration

Contributed to the global migration from BMC Remedy to ServiceNow across testing, validation and readiness.

My contribution

  • Supported user acceptance testing and test execution
  • Assisted with data validation and readiness activities
  • Go-live preparation and Train-the-Trainer support
  • Coordination between stakeholders and teams
BMC Remedy 8.1ServiceNowUAT

Global

migration scope

RM500–600K

estimated project value

Project Excellence Award

Digital Workplace · Knowledge Accessibility · Global Adoption

Service Desk on the Bridge — Global IT Landing Page

Contributed to a global IT landing page designed to make IT information and support resources easier to access.

My contribution

  • Team of ~8 people
  • Content, knowledge organisation, design coordination and adoption
  • Supported communication and user enablement
SharePoint OnlineContent designUser enablement

~80%

global user adoption

RM200–250K

estimated value

Process Improvement · Knowledge Transfer · Operational Excellence

Structured Onboarding & Operational Improvement

Contributed to structured onboarding and knowledge transfer practices that improved operational readiness and consistency.

My contribution

  • Supported documentation and knowledge transfer
  • Helped standardise onboarding practices
  • Clearer operational guidance and process consistency
DocumentationCoachingProcess standardisation

~85%

reduction in operational errors

Values and outcomes are reported estimates. Project contributions were delivered as part of wider teams.

Career

Professional Experience

Standard Chartered Malaysia (SCB) — a career progression from graduate trainee to subject matter expert.

  1. April 2023 – present

    Subject Matter Expert – IT Operations & Service Delivery

    Standard Chartered Malaysia (SCB) · Kuala Lumpur, Malaysia

    • Supported global IT operations and service delivery in a banking technology environment.
    • Contributed to IT service management initiatives and operational improvement.
    • Supported knowledge management, process optimisation and service quality improvements.
    • Collaborated with stakeholders and cross-functional teams on technology initiatives.
    • Applied structured problem-solving and continuous improvement to operational challenges.

  2. April 2017 – March 2023

    Technical Specialist – End User Services

    Standard Chartered Malaysia (SCB)

    • Supported end-user technology services and global service delivery processes.
    • Contributed to the ServiceNow knowledge management framework and related process improvements.
    • Supported the transition from BMC Remedy to ServiceNow, including testing, validation, UAT and implementation readiness.
    • Contributed to Microsoft 365 and Windows upgrade initiatives in Malaysia and Singapore.
    • Supported knowledge sharing, onboarding, documentation and stakeholder coordination.

  3. September 2013 – March 2017

    Senior Analyst / Team Leader – IT Operations

    Standard Chartered Malaysia (SCB)

    • Supported IT operations, incident management and service delivery.
    • Coordinated operational activities and collaborated with team members to resolve service issues.
    • Contributed to process standardisation, knowledge sharing and operational efficiency.
    • Contributed to the development and adoption of the Service Desk on the Bridge global IT landing page.

  4. September 2012 – August 2013

    IT Analyst

    Standard Chartered Malaysia (SCB)

    • Supported IT service operations and end-user technology requirements.
    • Assisted with troubleshooting, service requests and incident resolution.
    • Developed foundational experience in enterprise IT operations and service management.

  5. May 2012 – August 2012

    Graduate Trainee

    Standard Chartered Malaysia (SCB)

    • Completed an initial professional development placement within a banking technology environment.
    • Developed foundational knowledge of IT operations, service processes and enterprise working practices.

Skills

Core Competencies

Project Delivery & Transformation

Project coordination and delivery supportStakeholder engagementUser acceptance testingImplementation readinessChange coordinationRisk and issue trackingCross-functional collaborationProcess improvement

IT Service Management

ITIL-based service managementIncident managementService deliveryKnowledge managementService improvementOperational readinessITSM process optimisation

Platforms & Tools

ServiceNowBMC Remedy 8.1Microsoft 365SharePoint OnlineOneDriveMicrosoft TeamsActive DirectoryMicrosoft ProjectJiraConfluencePowerShell (basic)Avaya One-X Agent

Professional Strengths

Analytical problem-solvingStructured executionStakeholder communicationKnowledge sharingProcess documentationContinuous improvementCross-functional coordination

Credentials

Certifications & Professional Development

ITIL V3 Foundation

PMI Kickoff – Predictive & Agile Project Management

Atlassian ITSM Professional Certificate

Agile Project Management with Jira Cloud

CCSD Council Professional Certificate in Project Management Skills

Lean Six Sigma White Belt — CSSC

Enterprise Design Thinking Practitioner — IBM

Microsoft AI Fluency Certification

Microsoft Career Essentials in Generative AI

Generative AI for Business Leaders — Microsoft

Other professional development

Certified Master Life CoachCertified Law of Attraction PractitionerPurpose CoachVedaNLP Practitioner Class

Education

Education

Bachelor of Business (Hons) in E-Business Technology Management

Liverpool John Moores University · 2012

Diploma in Business Information Technology

YPC International College · 2009

Recognition

Awards & Recognition

Project Excellence Award

Service Desk on the Bridge initiative

Recognised for contributions to a global IT landing page that improved knowledge accessibility and reached ~80% global user adoption.

Certificate of Recognition

End User Services · Q1 2017

Recognised for contributions to end-user service delivery and user enablement.

Volunteering

Community Involvement

Giving back to communities and causes alongside my professional work.

  • Mangrove planting — ~400 trees
  • Standard Chartered KL Marathon — HIV awareness
  • Malaysian Association for the Blind
  • Yayasan Sunbeams Home
  • Malaysian AIDS Council
  • SCSOA
  • St Francis Xavier Home for the Elderly
  • Lighthouse Children Welfare Home
  • PERTIWI Soup Kitchen
  • National Autism Society of Malaysia (NASOM)
  • Malaysian AIDS Foundation
  • UPM Eco Challenge
  • Zoo Negara
  • MMICare Association

Contact

Let's Connect

I welcome opportunities to contribute to technology transformation, IT project delivery, service improvement and operational excellence initiatives.

If you are looking for an experienced banking technology professional who understands the relationship between technology, processes and service delivery, I would be pleased to connect.

Lashini.anpalagan@gmail.com+60 17-9923227Connect on LinkedInDownload Resume