Senior Program Delivery Manager (India- GCC) - Antern Tech - Hyderabad, India
(2024-09)
- Integrated new sales to the India delivery centre for fulfilments of software development operations, support excellence, HR, talent acquisition, and asset management for an intermodal transportation client.
- Designed the service model, KPIs, and standard operating processes underpinning the centre's continued growth.
Senior Manager (Principal), Service Design & Transformation Programs - Micro Focus (became OpenText)
(2021-12 - 2024-08)
Partnered with the Head of ESM on business analysis, IT service design, and transformation of strategic programs spanning DevOps, integrations, continual improvement, and supplier governance.
- Delivered strategic IT service design and transformation projects (on sales, HR, IT, payroll) on time and on budget, ensuring all services were production-ready before go-live.
- Standardized the ITSM/ITOM deployment process used for all new-service introduction programs.
- Led service design & delivery of new tooling for - sales compensation, sales outreach, RFP response standardization, IT service re-engineering following data centre insourcing, and payroll harmonization.
- As Global CSI Owner, built the Global CSI framework for IT service operations teams and prioritized all approved Service Improvement programs.
IT Service Delivery Manager & Location Lead, Delivery led Growth - Sales - DXC Technology (formerly CSC Technology)
(2018-06 - 2021-12)
- Led designing & deploying sales to fulfilment value chain in new/ revised client engagements across EU, Americas & APAC
- Led client solutioning and onboarding for new DXC service offerings, and managed delivery for multiple global clients in line with contractual commitments.
- Drove a delivery excellence framework adopted across all managed accounts.
- Onboarded multiple DXC Digital Workplace services for a financial services client across the EU and Americas, the largest one with a Total Contract Value of $250M, and infrastructure services across both regions.
- Optimized large DXC infrastructure services for a financial client across EU and Americas with the entire service catalogs and their fulfilment lifecycle with introduction of new tool to automate the service lifecycle and processes. This resulted in improved fulfilment timelines and greater customer satisfaction.
ITSM Service Delivery Manager - DXC Technology (formerly CSC Technology)
(2015-04 - 2018-05)
- Owned delivery and assurance for onshore/offshore support teams across IT infrastructure, digital workplace, and full ITSM scope (Incident, Problem, Change, Release, SLM, Service Catalogs, Assets & configurations, SIAM).
- Managed onboarding of multiple new clients, contracts, and service additions/decommissions in a multi-regional, 9x5 nearshore/offshore model.
- Reorganized teams to meet and exceed SLA/OLA targets, achieving 100% SLA attainment.
- Achieved 90%+ utilization through job rotation and multi-skilled resourcing, and automated repetitive processes for a 27% efficiency gain.
- Implemented KPI, Agile metrics, and CSI frameworks; improved client satisfaction by 30% through stronger service manager performance management.
- Scaled service catalogs and fulfilment automation across 180K+ annual transactions, supporting $6M in fixed and $20M+ in recurring annual billing, while improving asset/configuration accuracy to 95%+.
- Lifted Net Promoter Score (CSAT) by 30% through continual improvement of process, delivery quality, and productivity.
Global Release Management COE SME / Transformation & Governance Lead - DXC Technology (formerly CSC Technology)
(2013-04 - 2015-03)
- Designed IT Infrastructure Release/Service Transition Management as a new service offering, including the ServiceNow Release module and its integration with other ITSM processes.
- Aligned Release/Service Transition practice to ISO 20000:2011 and ISO 9000:2008, achieving LRQA accreditation.
- Onboarded multiple new clients onto the Release/Service Transition offering and managed delivery leads across EU and North America.
Senior Consultant, ITSM (Consulting & Special Projects) - DXC Technology (formerly CSC Technology)
(2010-09 - 2013-03)
- Led due diligence, gap analysis, and solution design for ITSM transformation engagements across diversified, healthcare, telecom, and BFSI clients in Europe and North America.
- Helped establish CSC as an accredited training organization (ATO) under OGC/APMG for ITIL training in 2011.
- Delivered multiple end-to-end client transformation projects as lead deployment specialist.
Global (Enterprise) Change & Release Manager, GRCB Technology - Barclays Technology Centre India
(2008-09 - 2010-09)
Ops expert – APAC - Mercer (payroll: Patni Computer Systems, India)
(2006-07 - 2008-06)
Team Developer – Database - Hewitt Associates
(2004-11 - 2006-07)
Business Intelligence Associate - Royal & Sun Alliance IT Solutions, India (later Sundaram Business Services)
(2002-09 - 2004-11)
