Mayank Agarwal
Sr Manager, ServiceNow at Marina Bay Sands · Singapore
18 years in enterprise software, 16 of them on ServiceNow. I lead the team of 6 that runs ServiceNow at Marina Bay Sands: administration, development and support. I own the $2.2M annual ServiceNow portfolio, set the platform roadmap, run requirement workshops with IT and business teams, and oversee delivery.
Selected work
- Refactored 100+ legacy third-party scripts into a faster system with a smaller codebase, saving $350K in professional services costs.
- Designed one dynamic workflow that 1,200+ service catalog items now run on, with approvals and tasks configured at runtime, saving up to 20 developer hours a month.
- Built four custom ServiceNow applications (contract management, learning management, visitor passes, vehicle entry) used by 3,000+ people, returning about 3,000 operational hours a year.
- Wrote the platform governance and developer guidelines every developer follows, cutting post-deployment defects by 20% year on year for three years.
- Reached 100% security compliance across targeted systems.
- Built a retrieval-augmented generation (RAG) proof of concept with Claude, Ollama and Pydantic AI in Sep 2026. Now building the team's first agentic AI workflows and RAG knowledge base on ServiceNow.
Writing
I write about ServiceNow cost, performance and governance on LinkedIn.
Read my posts on LinkedInCredentials
- Project Management Professional (PMP), PMI, 2026 · Verify on Credly
- ITIL 4 Specialist: High-Velocity IT, 2025
- ITIL 4 Digital and IT Strategy, 2024
- ITIL 4 Foundation, 2019
- ITIL V3 Intermediate: Release, Control and Validation, 2018
- ITIL V3 Foundation, 2015
- ServiceNow Certified System Administrator, 2013
- B.E. Computer Science and Engineering with distinction, Maharishi Dayanand University