Gagan Tuli - Cscp®, Pmp®, Cisa®, Cism® Email & Phone Number

Hyderabad, In

Hyderabad, Telangana, India

I joined Novartis as a Senior IT Service Delivery Manager and last served as Associate Director/Director/IT Supplier Manager. I was leading a transformation of the IT Outsourcing Services supplier landscape, with the objective of selecting strategic partners for the future. This was being achieved by forming a new supplier ecosystem and partnering with vendors that exhibit deep domain and technical knowledge, complementing and supporting Novartis's existing and future technology portfolio. My role involved collaborating with directors and function line management to operationalize the outsourcing strategy.In addition to governing supplier performance through operational and strategic governance calls, I also acted as a contractual escalation point for non-strategic suppliers. I aimed to drive more value through strategic vendors, offering support and governance for external sourcing needs, and streamline processes to accelerate time to source external talent. I oversaw planning and risk assessment, sourcing and selection of new vendors, and managed vendor off-boarding. I also collaborated with Procurement and IT leadership to identify risks associated with key vendors and manage supplier performance against negotiated SLA and MSA terms. Also, I defined and monitored IT service delivery performance metrics to continually improve user experience, efficiency, scalability, and cost-effectiveness. I also developed a sound managed service support framework and oversight process, fulfilling regulators and internal audit requirements. Prior to this, I played a key role in developing and implementing a supplier governance and performance model for ITSMO. I also spearheaded Offshore Development Centers of Accenture, Wipro, TCS, Cognizant, Infosys, and HCL with 8000 FTEs, resulting in sustained 100% contract adherence and >90% metrics management, leading to the achievement of Service Levels and stakeholder satisfaction.

Hyderabad Area, India

At United Health Group Information Services, I was responsible for establishing and maintaining important relationships with suppliers through strategic sourcing. I also oversaw the identification of potential suppliers and developed partnerships to enhance the procurement process. To ensure efficient and cost-effective procurement, I analyzed procurement costs and implemented cost-reduction strategies. I evaluated proposals against business requirements and total cost of ownership and recommended supplier selection through the execution of RFX. Additionally, I assessed risks and implemented risk-minimizing techniques while negotiating contracts that complied with industry regulations. I created and maintained standardized business processes for enterprise vendor sourcing and negotiations, including the entire vendor contracting lifecycle management. I identified and cultivated key suppliers/vendors for various raw materials and hardware items both in India and abroad.Furthermore, I executed the vendor selection process based on the supply of quality products at the best possible price. To make optimal purchasing decisions, I drove purchasing decisions through cost and scenario analysis, as well as staying up-to-date with market trends.

Greater Bengaluru Area

As the Service Delivery Manager, I managed voice and non-voice suppliers based out of India, the Philippines, and Canada for Capital One UK credit card. Additionally, I fostered and maintained a comprehensive relationship between Capital One and key third parties, ensuring a well-managed and adaptable supply chain. To ensure compliance with all relevant policies and procedures, I partnered with internal risk groups, monitored and ensured successful delivery against third party contractual obligations, and oversaw policy requirements for all managed third-party relationships. I also maintained awareness of the external marketplace relating to suppliers and performed sourcing activities where appropriate.

Job Profile:Management of a team of 6 Team Leaders and 12 SMEs having a total strength of 90 advisors for inbound voice operations for customer services, technical support; sales and account administration.Serviced for BSKYB (Largest DTH, broadband, telephony provider of UK.)

Transition of project with the stipulated time of 4 months from Sydney to Bangalore.Played key role in clearing all Process Excellence and Operational Excellence audits.Instrumental in maintenance of service issues between 4-6% month on month on an average of 2000 transactions. Job Profile:• Assigned charge of Country Lead and Shared Services Manager for HR Operations for Unilever Australasia(World’s Largest FMCG Giant), with key role of providing support to all key areas of HR Operations namely Workforce Administration; generation of resources and recruitment; exits; IR-ER; reward-compensation and benefits; HR reporting and HR contact center.Handlied a team of 5 Team Leaders and 10 SMEs for various streams with a total strength of 60 voice and non-voice associates with prime responsibility of account management and maintenance of various SLAs.Ensured strict adherence to six sigma tools on operational excellence designed to deliver quality services resulting in achievement of client satisfaction.Optimum utilization of resources and controlling of costs under different overheads to avoid excess expenditure hampering process profitability.Interact with clients on process related issues to ensure overall process improvement and development..

Served Capital One (U.S and U.K) Credit card. Strict adherence to all processes and procedures; Managed team od 24-28 CSRs'. Certified by "On-Trac"

SME for nesting support transitioning new hires from process training to production floor.

Senior Process Executive for GE Appliances (tech support, factory service, customer service)

A part of pre-opening team and managed F&B operations of Caraway Bar and restaurant

F&B operations in the Trident Jaipur

Egmp, Executive General Management Program

1 year general management program

B.A, English, Hindi, History, Education

Hotel Management, Core Hospitality Divisions, A