Meet Ken Patel: Delivering IT Excellence with Heart

A Day in Ken’s Role

As an SDM, my role is dynamic and multifaceted. I focus on ensuring IT services run smoothly across the Americas while providing support to other regions when required. My responsibilities include managing incidents, addressing problems, and enhancing processes to improve overall efficiency and user satisfaction.

When major incidents arise, I take the lead in resolving escalations, collaborating with the team to implement solutions, and identifying opportunities for improvement. I also oversee documentation and problem tickets to ensure they are accurate, timely, and comprehensive. It’s a role that requires adaptability, collaboration, and a commitment to continuous improvement.

What’s your current role, and what inspired you to join Parexel?

I’m a Service Delivery Manager on the ITSM Customer Experience Team, and I’ve been with Parexel since January 2023. What attracted me to Parexel was its ‘With Heart’ philosophy and focus on patient safety. With my background in the pharmaceutical industry, I know how critical it is to align technology with patient care.

Parexel stood out because it combines innovation with purpose, and that’s exactly the kind of environment I wanted to be part of.

What does your work involve?

My role focuses on ensuring IT services run smoothly across the Americas, while also supporting other regions as needed. I manage incident, problem, and knowledge processes to keep things stable and improve workflows.

I also handle major incident escalations, mentor analysts, and lead post-incident reviews to find ways we can do better. On top of that, I track SLA performance and make sure all RCA documentation is up to date, so we’re always on top of things.

How has your role evolved since joining Parexel?

When I first started, I was primarily reviewing ITSM work managed by an external vendor. Over time, I saw opportunities for improvement and introduced changes like a quality check report to track backlog tickets more efficiently. This has helped us improve SLA performance and better support the team.

What motivates you to grow in your role?

What drives me is the opportunity to make a meaningful impact and contribute to positive change. Being involved in the transition to in-house services was a significant milestone—it allowed me to apply my expertise while mentoring new team members.

I find fulfillment in taking ownership of challenges, enhancing processes, and seeing how our efforts make a difference. Supporting others and continuously improving motivates me to grow every day.

Can you describe a challenge you faced and how you overcame it?

During a global P1 outage caused by a CrowdStrike issue, our team faced widespread disruptions. It was a high-pressure situation, but we worked together to identify and implement a workaround solution. The experience reinforced the value of collaboration and resilience. We truly came together as ‘One Team,’ and that unity made all the difference in minimizing disruptions and restoring normal operations.

What innovation at Parexel excites you most?

I’m really excited about Parexel’s focus on generative AI, especially tools like ‘ParexelGPT.’ These technologies have the potential to revolutionize how we work by streamlining processes, automating routine tasks, and enhancing decision-making. It’s inspiring to be part of a company at the forefront of such advancements.

What skills are essential for this role?

What set you apart when you were selected for this role?

My diverse experience across Service Management, Call Centers, and Deskside Support gives me a unique perspective. I’ve developed a well-rounded skill set that enables me to anticipate challenges and craft solutions that work for both technical teams and end-users. Bridging those gaps has been a big part of my success.