Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Carolina Evangelio

Senior IT Leader | Service Excellence, Operational Resilience & Risk Compliance | ServiceNow
Singapore

Summary

Forward-thinking IT Service Leader with 27+ years of experience driving enterprise-wide service transformation, operational excellence, and regulatory alignment across global financial and technology firms. Proven track record in delivering blockchain and digital platform services, leading ServiceNow transformations, and embedding governance frameworks aligned to MAS TRM, OCC, and global standards. Recognized for reducing incidents, accelerating automation, and enabling scalable, risk-aligned service operations. Skilled in stakeholder engagement, cross-functional leadership, and vendor governance across APAC, EMEA, and global environments

Overview

27
27
years of professional experience
9
9
Certifications

Work History

Senior Business Delivery Lead / Manager – Blockchain

JP Morgan
01.2024 - Current
  • Lead digital service delivery, client onboarding, and risk-aligned operations for blockchain platforms across APAC and global stakeholders.
  • Reduced incident volume by 25% by introducing a comprehensive RCA framework and re-engineering the Change Management lifecycle.
  • Launched a developer self-service portal, increasing application feature adoption by 40% among institutional clients.
  • Automated onboarding workflows, cutting client integration cycle time by 50% and increasing satisfaction.
  • Partnered with Risk, Compliance, and Product teams to implement blockchain-specific governance controls, meeting internal audit and MAS expectations.
  • Established cross-functional incident war room protocols, improving major incident response time by 30%.
  • Implemented a dashboard for executive reporting, enabling real-time tracking of blockchain application health, onboarding status, and incident trends.

Regional Lead – Problem, Change, and Governance

JP Morgan
07.2015 - 12.2023
  • Oversaw Problem, Change, and Governance across 10,000+ users and 2,000+ applications; embedded regulatory alignment and drove automation at scale.
  • Spearheaded global ServiceNow implementation, including integration with 12+ systems, achieving 100% migration from legacy platforms.
  • Reduced manual change effort by 50% by automating change risk analysis, CAB workflows, and peer reviews.
  • Established APAC Problem Management with a centralized process model, delivering 80% reduction in repeat incidents within 18 months.
  • Mitigated regulatory exposure by leading the remediation of OCC findings through service control redesign and evidence-based audit reporting.
  • Delivered MAS-aligned controls to meet outsourcing and operational resilience requirements across regional vendors.
  • Drove a 20% decrease in operational noise (alerts/incidents/requests) via Service Improvement Programs targeting noise-generating platforms.
  • Championed the KRI and BCI framework for service health, providing business-aligned indicators for proactive governance.
  • Led training and awareness for 10,000+ staff on change and risk governance practices, reducing audit non-conformities.

ServiceNow Service Delivery Manager

BHP Billiton
01.2015 - 07.2015
  • Directed ServiceNow-based ITSM delivery and vendor governance across global mining operations.
  • Delivered a fully integrated ServiceNow solution across HR, IT, and Procurement workflows, increasing cross-functional automation by 30%.
  • Introduced compliance dashboards for service owners, reducing SLA breaches by 22% in 6 months.
  • Implemented vendor governance KPIs, resulting in 25% reduction in compliance deviations.

Regional Lead – Incident, Change & Problem Management

Barclays
06.2008 - 01.2015
  • Led enterprise service management for APAC and Africa regions; embedded ITSM controls and improved service resiliency.
  • Rolled out RCA framework tailored to MAS TRM compliance, reducing audit findings related to major incidents.
  • Implemented proactive problem management and reduced high-severity incidents by 25% in the first year.
  • Re-engineered failed change governance, leading to a 40% reduction in change-induced incidents.
  • Established Configuration Management practices that reduced asset-related issues by 30% and supported faster impact assessments.
  • Created a regional Change Approval Board structure, improving governance visibility and stakeholder alignment across business lines.

Incident & Problem Manager / Team Lead

IBM (DBS Account)
04.2004 - 05.2008
  • Managed core ITSM practices for DBS infrastructure; improved incident resolution time and platform stability.
  • Delivered RCA documentation standards that were adopted as regional best practices.
  • Improved team SLA adherence by 20% through workflow redesign and stakeholder training.
  • Partnered with operations and infra teams to create service tiering models, improving incident prioritization and escalation paths.

Network Control Centre Shift Manager

DBS
06.2001 - 03.2004
  • Led round-the-clock monitoring and support for the bank’s network and critical infrastructure.
  • Developed escalation matrix and notification protocols that reduced mean time to escalate (MTTE) by 35%.
  • Implemented real-time incident logging system, improving shift handover quality and accountability.

Network Engineer

Bank of the Philippine Islands
01.1998 - 05.2001
  • Provided infrastructure support and network rollout for branch connectivity.
  • Assisted in major WAN upgrade, improving regional performance by 60%.
  • Ensured 99.99% availability through proactive network monitoring and failover testing.

Skills

  • Experience in ITIL methodologies

  • Strategic service management

  • Emergency incident handling

  • Systematic problem-solving approach

  • Change Management

  • Service level optimization

  • Configuration Management

  • Service quality improvement

  • Service Desk Operations

  • Continuous integration and delivery

  • SRE

  • Process optimization leadership

Certification

Certified Agile Scrum Master, 03/01/25

Timeline

Senior Business Delivery Lead / Manager – Blockchain

JP Morgan
01.2024 - Current

Regional Lead – Problem, Change, and Governance

JP Morgan
07.2015 - 12.2023

ServiceNow Service Delivery Manager

BHP Billiton
01.2015 - 07.2015

Regional Lead – Incident, Change & Problem Management

Barclays
06.2008 - 01.2015

Incident & Problem Manager / Team Lead

IBM (DBS Account)
04.2004 - 05.2008

Network Control Centre Shift Manager

DBS
06.2001 - 03.2004

Network Engineer

Bank of the Philippine Islands
01.1998 - 05.2001

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Carolina EvangelioSenior IT Leader | Service Excellence, Operational Resilience & Risk Compliance | ServiceNow