Expertise & Specialisation

Strategic IT Outsourcing

Experience of structuring managed services strategic outsourcing contract with large players. Experience of transitioning, day-1 operations, SLA closure, relationship management and governance of sourcing deals.

Achievements:

• Successful execution has resulted in before term extension of TOS contracts. More..
  
• Experience of relationship alignment with partner via third party.
  
• Experience in  negotiations and closure of SLA  
  
• Transitioned a large deal in record 4 months
• Guest lecture in INTEROP 2013 on IT Outsourcing

CSAT Improvement

Experience in implementing processes for CSAT measurement and improving CSAT consistently.   This includes driving cultural change for measurement of CSAT, operational efficiency, Business and IT alignment etc.

Achievements:-

• Improvement of CSAT from 60% to 85% YoY from 2009 to 2012. More... 
  
• Improvement in executive CSAT by 40% between 2011-12.
• Consistently improved internal and external communications and visibility for IT team.

Service Management

Experience in creation of framework and process for service management and implementation of tools and automation to manage service delivery. In depth experience in setting up governance around framework and management through ITIL based process especially in Incident, Problem, Change, Release.

Achievements:

• Setting up central service desk for pan India operations in record 5 months for 23 circles (business regions). More....
  
• Consistent Improvement in operational efficiency. More.....
• YoY reduction of high severity incidents by 20%

IT Governance

Experience in improvement in governance of IT through various initiatives. Experience in setting up governance process for Demand Management, Outsourcing Management, Contract Management, Escalation and Issues management, Communications Management etc.

Achievements:

• Reduction in cycle time by 50% for deliveries
  
• Extension of large managed services deal within the term of the contract. More.. 
  
• Publication of newsletter every two months
• awards for IT teams which includes CIO Forum, CTO forums, EDGE, iCMG, Computerworld etc

Programme and Project Management

Over 13 years of experience in managing projects and programmes which includes large complex transformations and onsite/offshore deliveries across various domains for both application and infrastructure projects.  Experience includes rolling out processes and improving deliveries for large corporate organisations.