•Overall delivery management for PayPal India and Chennai EDC.•Delivery management of multiple projects based on alignment with 3 KPIs – Completion of Work, Quality and Ontime Delivery.•Project(s) management for the co-managed SOWs with a focus on tracking and improving the Completion Rate, Code Coverage, Sprint Velocity, Bug Slippage, Test Automation, Sprint Throughput.•Managing cross-functional engineering team with a headcount of 25.•Monthly delivery operations review with the VP Engg. On the Delivery KPIs (Headcount, Revenue, GM%, Utilization, Attrition, CSAT), Delivery Highlights, Growth opportunities, Risks/Issues identified and mitigation plans.•Periodic customer meetings in terms of delivery and business continuity.•Manage growth through existing and potentially new opportunities, rate hike discussions, etc. through Quarterly Business Review meetings (QBR) with Customer and Sales team.•Monthly Engineering Excellence Review meetings from Governance and Quality perspective.•CSAT, NPS and eNPS

• Program Management of a key account across 3 regional offices for Asia, Latin America and Uganda, and the Head Office in New York• Articulating and presenting digital technology concepts to senior stakeholders (internal and client) • Coordinating with teams to define architecture to ensure that products and components work together to meet the objectives • Defining and monitoring scope, budgets and managing digital budgets in line with organizational strategy• Digital Transformation of the entire MIS/M&E system to change the traditional siloed approach to a unified global MIS system.• Describing service standards and guidelines that act as a benchmark for excellent service delivery; steering continuous improvement of various services.• Collaboration and networking with peer organizations having alignment and synergy in the mission and objective• Aligning IT with organizational/program strategy, designing and driving large and complex business-IT solutions and translated complex business requirements into innovative technology solutions• Writing Annual and Final Grant Reports related to implementation of digital technology• Supporting the Business Development team in ideating and drafting proposals for the RFPs concerning digital technology• Ensuring cross-learning on adoption/adaptation of digital technology among the regional offices through establishment of a global digital team with participation from each program office. • Conceiving & drafting a global digital strategy for next 3 years (2022-2025) for the organization• Developing “Digital Decision-Making Principles” for the regional offices to manage decentralization

 Spearheaded the end-to-end Project Management, Service Delivery Management, EscalationManagement, Operations Management, Stakeholder Engagement, Risk Management,Performance Management, Vendor Management, Liaison & Coordination, Client Retention,P&L Management, Employee Engagement & Retention, Training & Development and PeopleManagement Defined service standards and guidelines, governance structure that acted as benchmark forexcellent service delivery for multiple clients by leading teams of Delivery Managers Acted as SDM in a critical support multi-platform project including client and resourcemanagement Guided IT Operations in creating and maintaining value for customers through better design,technology, and operation of services Translated customer’s information security requirements into respective technology solution;steering security architecture review and assessments for business and technology changerequests Monitored team’s professional growth and assessments in matrix organization whileparticipating in knowledge exchange, team issues and conflict management Reviewed critical releases such as User Acceptance Testing, Production Releases & so on Described Service Catalogue, SLAs & OLAs and control processes, specifically for Changeand Deployment; derived and implemented suitable metrics at various levels, to effectivelyensure the delivery of service