I turn challenges into opportunities to elevate IT services. And I do it
Meet Ken Patel: Delivering IT Excellence with Heart
“Success isn’t just about technical expertise—it’s about commitment, compassion, and teamwork.”
Ken Patel brings over 15 years of IT experience across diverse industries such as pharmaceuticals, banking, telecom, hospitality, and local government. His career spans roles as a technical lead, engineer, and manager, always with a focus on service delivery and customer experience.
What sets Ken apart is his ability to adapt to varied industries, build collaborative teams, and drive meaningful change.
A Day in Ken’s Role
Ken’s role is about ensuring IT service delivery runs smoothly across regions while keeping customer satisfaction at the forefront.
As a Service Delivery Manager, Ken manages IT service delivery across the America while also supporting global operations.
His responsibilities include:
• Handling major incidents and leading post-incident reviews.
• Mentoring ITSM Analysts to ensure process adherence and prevent ticket aging.
• Streamlining processes to enhance efficiency and improve SLA targets.
Ken’s proactive approach includes implementing a quality check report to track backlogged tickets, ensuring consistent service management improvements.
Why Parexel?
“I was drawn to Parexel’s strong focus on patient safety and its ‘With Heart’ philosophy.”
Ken joined Parexel in January 2023, inspired by the company’s mission to put patients first. Having previously worked in the pharmaceutical industry, he saw Parexel as the perfect place to align his technical expertise with his personal values.
Overcoming Challenges as One Team
“When a global P1 outage hit, it was a true test of teamwork and resilience.”
Ken recalls a major incident caused by a Crowdstrike issue that disrupted operations globally. Through collaborative effort, his team quickly identified a workaround, minimizing the impact and restoring services.
“Moments like these highlight the strength of our ‘One Team’ spirit and the importance of staying aligned with Parexel’s mission.”
Innovation at Parexel
“What excites me most is Parexel’s focus on AI, particularly ParexelGPT, and its potential to transform operations.”
Ken is inspired by the company’s adoption of automation and generative AI to streamline processes and elevate decision-making. This forward-thinking approach aligns perfectly with his passion for continuous improvement.
Continuous Growth and Ownership
“The chance to contribute to meaningful changes and mentor new team members keeps me motivated."
Ken has embraced an ownership mindset, taking full responsibility for tasks and finding ways to enhance processes. Being part of the transition of services back in-house allowed him to share knowledge, support new team members, and drive impactful outcomes.
Advice for Aspiring IT Leaders
Ken believes the following skills are essential for his role:
His diverse experience across service management, network operations, and customer service positions him as a leader who can anticipate challenges and craft effective solutions.
Life Beyond the Job Title
What’s your favorite way to unwind?
After a long day at work, all I want to do is spend quality time with my family and share wonderful experiences like traveling to the beach and Disney.
What’s a book, movie, or podcast you’d recommend?
I recommend the Tech Interruption Podcast. It’s a high-energy video podcast series where tech enthusiasts engage in unscripted debates on trending tech topics to where you can share your input and communicate with other tech leaders on new insights.
What’s something you’re passionate about outside of work that people might not know?
I was born and grew up in London, England still have my British heritage in me. I love to eat European foods and travel to different parts of Europe.
Featured Jobs
Explore Parexel
-
Learn MoreOur work culture
Learn about our culture, perks, learning opportunities, and our corporate responsibility approach.
-
Learn MoreEmerging Talent Opportunities
Begin your career journey at Parexel with our emerging talent programs or our internships, placements and entry-level clinical roles. Advance science by keeping the patients in mind.
-
Learn MoreAbout our hiring process
It’s all about finding the right fit, for you and for us. Our recruiters work with you and our hiring managers to bring together a team and culture where everyone can grow and be successful.
Sign up for our Talent Community
Sign up and we’ll reach out with job alerts when positions that match your career interests become available. We’ll also share periodic updates about the latest company news and events.