Global Service Delivery Manager for (Bridgestone Datacenter, Applications & SAP), (Knowledge Manager for Mazda)

Program Management, Project Management, Technical Support, Solution's, Heading-IT Service Delivery professional with highly successful in Strategic Account Management, Business Development, Key Skills: General Management, Business Operations, Customer Complaints, Service Delivery, Fault Management, C - SAT, Field Operation, Service Marketing, Customer Service / Operations, Customer Service Delivery, Project Management, Technical BackgroundMy current responsibilities as Business… Show more Program Management, Project Management, Technical Support, Solution's, Heading-IT Service Delivery professional with highly successful in Strategic Account Management, Business Development, Key Skills: General Management, Business Operations, Customer Complaints, Service Delivery, Fault Management, C - SAT, Field Operation, Service Marketing, Customer Service / Operations, Customer Service Delivery, Project Management, Technical BackgroundMy current responsibilities as Business Development Manager, Service Delivery & Program Manager for all North Business in TATA ELXSI LIMITED IndiaAn articulate and result-driven, proven Project Manager – Professional Services in terms of successfully completed Project requirements, and achieved the KPI with strong and proficient multiple functions & technical background equipped with MBA & So many Certifications and possessing a promising impressive career spanning over 20 + years. Show less

Heading IMS Business as a vertical head, Service Delivery, New Infra Business, Brand development, & growth, Developed brand strategy and statistics systems, Strategic Consulting, including business plan & sales strategy development.

Role:• Currently accountable for overseeing business of 4 verticals viz.:o IMS Vertical (Laptop, Desktop, Server & other IT products) with FMS Supporto Telecom products of Motorola, HTC, Blackberry, Lenovoo Consumer Products of HP (Home Segment of Desktop, All in one ) o Logitech Products warranty support for all products.• Spearheading the entire gamut of operations in our own service centers across North, with overall accountability of monitoring all KPIs, CSAT &… Show more Role:• Currently accountable for overseeing business of 4 verticals viz.:o IMS Vertical (Laptop, Desktop, Server & other IT products) with FMS Supporto Telecom products of Motorola, HTC, Blackberry, Lenovoo Consumer Products of HP (Home Segment of Desktop, All in one ) o Logitech Products warranty support for all products.• Spearheading the entire gamut of operations in our own service centers across North, with overall accountability of monitoring all KPIs, CSAT & business growth, developing manpower plans, creating budgets & preparing forecasts.• Driving consistent improvement in CSAT for all OEMs; conducting reconciliation of defects on a weekly basis• Accountable for expansion of business development in my region; managing OWW business of our existing customers • Managing P&L for My location & assisting other locations managers for managing their.• Leading a team of 200 employeesAccomplishments:• Instrumental in:o Driving cost efficiency by 10 to 15 % consistently every year by grooming the engineers and back end coordinators on usage of multiple products thereby increasing productivity & reducing costso Reducing customer complaint by 15% through implementation of proven concept involving proper updation of customer data and minimization of call resolution TATo Reducing repeat calls by approx. 4%+ through implementation of DMAIC Concept involving proper training of engineers• Played a stellar role in achieving targets set for all hygiene parameters such as: o Reduced customer complaints by 30-35% by establishing the right processes like 5C and End customer TAT o Improved cost efficiency from 10% to 15 % by enhancing the productivity Show less

Role:• Managed end to end operations of IMS Customers providing support for Laptop, PC, Printer, Design Jet, Server, Router, etc., in my territory. • Spearheaded expansion of business with overall accountability of managing the P&L and ROI including Sales and Business Promotional activities• Demonstrated exceptional managerial skills in driving smooth execution of downloaded & SLA based projects • Facilitated achievement of BFT and targeted CSAT• Handled the entire gamut of… Show more Role:• Managed end to end operations of IMS Customers providing support for Laptop, PC, Printer, Design Jet, Server, Router, etc., in my territory. • Spearheaded expansion of business with overall accountability of managing the P&L and ROI including Sales and Business Promotional activities• Demonstrated exceptional managerial skills in driving smooth execution of downloaded & SLA based projects • Facilitated achievement of BFT and targeted CSAT• Handled the entire gamut of legal and compliance related matters of my branches in UP, including billing, follow-up for payments with customers & other partners and reconciliation of paymentsAccomplishments:• Excellent track record of consistently achieving the targets set for territory Revenue• Deploying large sized teams for ensuring timely closure &, maintaining SLA with achieving customer delight• Oversaw data related activities including preparation of MIS for Central Monitoring System, Generation of reports through system and analysis & sharing of the data with customers • Improved brand visibility of the company in the Industry • Played an instrumental role in developing SOPs on Customer Service • Facilitated execution of Customer Awareness Program for critical systems and operations• Received appreciations from customers for demonstrating a focused and systematic approach for closure of complaints Show less

•Engineer Management •Location Management •Vender coordination of my territory•Major Accounts management of my territory•Business Management of my territoryRole:• Successfully managed overall operations of Wipro Service Centers in Lucknow. • Managed end to end P&L of Unit & ownership for Banking Projects & Valuable contracts of Wipro• Drove overall operations of Banking Projects & Other Wipro high value customers.Accomplishments:• Holds the distinction… Show more •Engineer Management •Location Management •Vender coordination of my territory•Major Accounts management of my territory•Business Management of my territoryRole:• Successfully managed overall operations of Wipro Service Centers in Lucknow. • Managed end to end P&L of Unit & ownership for Banking Projects & Valuable contracts of Wipro• Drove overall operations of Banking Projects & Other Wipro high value customers.Accomplishments:• Holds the distinction of consistently achieving assigned project targets for Banking computerization & Service Revenue• Generated huge volume of business by formulating marketing strategy, driving promotional activities, etc.• Drove execution of high value projects on hardware & software upgradation support, for following high profile clients:Bharat Petroleum Corporation Ltd. , Eveready Industries Ltd., Usha Shri Ram Group, Voltas Ltd., ITC Group, IFFCO, DENA Bank . UCO Bank, Hindustan Paper Corp Ltd, Vijaya bank, Corporation Bank, Bank Of India, Vyshya Bank, HPCLAwards. From every customer I had got award for my outstanding performance. Show less

Role:• Managed the entire Projects end to end for Lucknow territory • Steered execution of Downloaded Projects such as Bharat Petroleum Corporation Ltd. , Eveready Industries Ltd., Usha Shri Ram Group, Voltas Ltd., ITC Group,• Managed Option for the projects requirements.Accomplishments:• Developed capabilities of teams through technical & non-technical trainings, hand-holding and critical review processes • Ensured attainment of CSI through development of… Show more Role:• Managed the entire Projects end to end for Lucknow territory • Steered execution of Downloaded Projects such as Bharat Petroleum Corporation Ltd. , Eveready Industries Ltd., Usha Shri Ram Group, Voltas Ltd., ITC Group,• Managed Option for the projects requirements.Accomplishments:• Developed capabilities of teams through technical & non-technical trainings, hand-holding and critical review processes • Ensured attainment of CSI through development of personal relationships with customers and through delivery of high-class services Show less

Role:• Managed the entire Projects under the guidance of Project lead • Assisted execution of Projects such as Bharat Petroleum Corporation Ltd. , Eveready Industries Ltd., Usha Shri Ram Group, Voltas Ltd., ITC Group,• Managed projects requirements.