Jay Kumar Bhatnagar Email & Phone Number

National Capital Region, India

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

New Delhi Area, India

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

New Delhi Area, India

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.

New Delhi Area, India

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

Bareilly Area, India

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

Lucknow Area, India

•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

Lucknow Area, India

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

Lucknow Area, India

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.

Ssc

Bachelor'S Degree, Foreign Trades

Master'S Degree, Information Technology