Position/s Held: Program Director Role/Skills: Services/Delivery Head, Program Management, People Management, Product Management, Customer Support, Vendor Relations.Domain & Client Geo: ERP for Education- India, APAC, EMEA & MENAResponsibilities:• Manage the post-acquisition challenges effectively to ensure 100% repeat business and no staff attrition, within acceptable operational costs and profit margins.• Delivery of enterprise projects worth multi million dollars with a… Show more Position/s Held: Program Director Role/Skills: Services/Delivery Head, Program Management, People Management, Product Management, Customer Support, Vendor Relations.Domain & Client Geo: ERP for Education- India, APAC, EMEA & MENAResponsibilities:• Manage the post-acquisition challenges effectively to ensure 100% repeat business and no staff attrition, within acceptable operational costs and profit margins.• Delivery of enterprise projects worth multi million dollars with a team size of 30+people, redefining the operations strategy to meet business objectives, by driving strategic initiatives including restructuring and transformation initiative, preparation of annual operations plan, budgeting and managing profit & loss costs.• Restructuring of teams and structure, managing resources and building skill-sets to meet business objectives and individual goals.• Target 50% reduction of the service requests preventing re-occurrence by splitting efforts into short/long term problem management and end user training.• Manage and resolve risks and issues, and invoke the necessary management escalations.• Drive continuous process improvement initiatives.Key Achievements: Steered the ERP project delivery group to complete large projects within Fixed Cost, Time and Scope supporting more than 35,000 students worldwide. Delivered significantly improved team proficiency and product knowledge through the deployment of formal KnowItNow training courses. Improved NPS/C-Sat levels significantly which resulted in 100% repeat sales and Reference ability. Contributed to Brand building, Strategic Consulting, including business plan & sales strategy helping to maximize the sales volume by 4 times in 2016. Devised new service pricing models to increase profit margins; reduced operational costs to increase bottom line numbers Show less

Worked as the Director and Delivery Head of the CRM & ERP services teams focusing on India & US global customers responsible for aiding Sales & Presales, Service Delivery, Revenue growth, Customer Satisfaction, Staff development.Responsibilities:• Responsible for smooth operations and delivery of work during the acquisition period managing 150-200 staff (both direct and indirect reporting,full time and contractors), supporting various towers like infrastructure, development cycle and… Show more Worked as the Director and Delivery Head of the CRM & ERP services teams focusing on India & US global customers responsible for aiding Sales & Presales, Service Delivery, Revenue growth, Customer Satisfaction, Staff development.Responsibilities:• Responsible for smooth operations and delivery of work during the acquisition period managing 150-200 staff (both direct and indirect reporting,full time and contractors), supporting various towers like infrastructure, development cycle and delivery management.• Completely accountable for all aspects of service delivery and project managers to ensure smooth delivery of implementation services and support to client critical applications.• Responsible for service delivery audits readiness, service quality, service delivery, performance and to drive service excellence. Obtain client feed backs and suggestions through satisfaction assessment surveys/ NPS programs to understand areas of improvements.• Be the ‘Customer Voice’ to represent the customers’ critical business needs with product engineering and support departments.KEY ACHIEVEMENTS Managed a business transition project install base of $30M in annual revenue for nGenera (now Moxie group) operations in 2010-12 with a global services team size of 150-200 staff, both direct and indirect reporting and supporting global customers in US, UK, India & APAC. Managed the services and consulting business unit of $10M in annual revenue for PS operations in 2012-14 with an average of more than 50 active projects per quarter and team size of 35 staff, supporting customers in US, UK, MENA, EMEA, and India &APAC across BFSI, Retail, Insurance, CPG, Manufacturing, FMCG etc.. Exceeded the service demands of top-tier global CIM & CRM accounts including Citigroup, Amazon, Yahoo, Dell, VMWare, Microsoft, AT&T, Maruti Suzuki, Hindustan Unilever, Vodafone, Sony etc. Show less

Responsibilities:• SPOC from offshore for the Hosting and Managed services teams in all aspects of resource planning, liaison with Human Resource management teams. Globally handled managed services function and implemented measures to ensure operational efficiency and optimize resource utilization.• Establish and setup ITIL processes – capacity planning and Service Level management defining clear SLAs/OLAs• Carry out detailed planning and scheduling to ensure execution of projects… Show more Responsibilities:• SPOC from offshore for the Hosting and Managed services teams in all aspects of resource planning, liaison with Human Resource management teams. Globally handled managed services function and implemented measures to ensure operational efficiency and optimize resource utilization.• Establish and setup ITIL processes – capacity planning and Service Level management defining clear SLAs/OLAs• Carry out detailed planning and scheduling to ensure execution of projects in adherence to the quality standards, within the defined time and budgetary parameters, and monitored/controlled closure of the projects.• Delivery Leadership on escalation management, major incidents and critical catastrophic outages with ownership of meeting targets agreed by the customers.• Resolve all support and operational issues in liaison with support managers and business groups and meeting deadlines without compromising quality norms.Key Achievements- Spearheaded the SaaS/Hosting/IaaS and Managed services teams in all aspects of resource planning, liaison with Human Resource management.. Globally handled managed services function and implemented measures to ensure operational efficiency and optimize resource utilization.  Establish and setup ITIL processes – capacity planning and Service Level management defining SLAs/OLAs, helping Talisma to certify for ISO 27001 and ISO 20000 standards. Carry out detailed planning and scheduling to ensure execution of projects in adherence to the quality standards, within the defined time and budgetary parameters, and monitored/controlled closure of the projects.  Delivery Leadership on escalation management, major incidents and critical catastrophic outages with ownership of meeting targets agreed by the customers. Show less

• Joined as a student with M/S Ashwini Technologies (Jayanagar IIHT Franchisee then) but became a Teaching faculty and Admin within 3 months and completed MCSE Certification.• Boosted company revenue by more than 20% by implementing state of the art practical labs with parallel operating systems like DOS, SCO Unix, Windows