An emerging startup specializing in AI-driven wellness solutions and IT services, headquartered in the US with a network of 50 consultants through partnerships in India.• Manage IT operations and customer support functions globally, including across teams in the US, India, UK, and UAE, ensuring efficient operations aligned with business needs.• Oversee and manage all IT infrastructure, security, compliance, and service platforms, working closely with sales, operations, and customer support to ensure cohesive, high-quality service delivery across regions.• Lead the development of advanced desktop and mobile platforms to enhance user experience, directly overseeing software engineering, DevOps, product, and technical teams.• Define and implement a comprehensive technology roadmap to align IT strategies with company goals, enabling growth and customer satisfaction across US, UK, UAE, and India.• Control and allocate an annual budget exceeding $1M to optimize resource allocation and technology investments, aligning financial strategies with operational prioritiesKey Accomplishments• Defined a three-year product roadmap that guided the expansion and launch of a desktop and mobile solution for customers and service teams, supporting entry into non-English speaking countries.• Completed development of a flexible UI platform and executed a successful migration from Zoho, driving a 50% increase in customer satisfaction, a 40% boost in retention, and achieving an 85% Net Promoter Score (NPS).

• Directed a $75M, 5-year global outsourcing contract with Kyndryl, overseeing comprehensive Service Desk and End User Compute operations for 35,000 users across six countries, in close collaboration with eight CTOs and senior executives to achieve alignment with Aegon’s strategic goals.• Led governance, financials, and performance management for Service Desk and End User Compute services, driving contract oversight, risk mitigation, and relationship management with over 400 personnel.• Managed a $40M annual budget with precise forecasting, securing approval for additional expenditures over $1M to optimize resource allocation.• Supervised 7 direct reports and executed a strategic roadmap for Service Desk and End User Compute transformation, implementing a standardized tech stack, device configurations, and a PC-as-a-Service model, supporting cloud migration of 800+ applications and optimizing global data centers.• Led full service transformation, defined cloud migration strategy, assessed solutions, and negotiated with hardware/software providers.Key Accomplishments• Consolidated Service Desk and End User Compute functions, reducing service delivery locations from five to two and integrating three ITSM systems into ServiceNow, standardizing service experience across business units while achieving operational and cost efficiencies.• Increased CSAT scores by 30% and improved response quality and consistency.• Lowered operational costs by $5M and optimized efficiency by reducing headcount by 150.• Modernized Service Desk operations by implementing an advanced tech stack with AI/ML capabilities, Chat Bots, and Self-Healing processes, replacing three legacy systems and streamlining ITSM workflows.• Standardized End User Compute configurations, personas, and devices, creating a cohesive approach to device management and user experience across locations.• Aligned seven business units, unifying service models for consistent, optimized global standards.

• Directed strategic IT partnerships, overseeing a $35M annual budget for key vendors, including Cognizant, HCL, EXL, and Pega, along with a network of additional providers, to ensure service delivery and business alignment. • Managed global delivery of Application Development, IT Operations, Infrastructure, Call Center, and Security services across the US, India, Manila, and Puerto Rico, coordinating over 800 partner resources for seamless operations and client satisfaction.• Established comprehensive governance frameworks to ensure SLA adherence, contractual compliance, and optimized service quality across all vendor engagements.• Led Monthly and Quarterly Reviews with partners to assess performance, mitigate risks, and drive continuous improvement, supporting consistent service excellence.• Supervised 5 direct reports and spearheaded major outsourcing initiatives by leading RFPs, vendor selection, and contract negotiations, securing strategically aligned and cost-effective solutions for IT service delivery.• Drove cross-vendor collaboration and innovation through enterprise-wide Hackathons, improvement initiatives, and coordinated partner performance with organizational objectives to enhance service efficiency and value.Key Accomplishments• Established a partner management function and outsourcing strategy, driving a 30% improvement in CSAT, 20% increase in productivity, and a 40% boost in NPS.• Managed executive relationships and governance (QBR, MBR) with Cognizant, HCL, Pega, and EXL, ensuring alignment of service delivery with organizational objectives and SLAs.• Directed planning and implementation for strategic initiatives, including NextGen Underwriting and data transformation programs, generating $3M in cost savings.• Optimized onshore and offshore teams to maximize delivery efficiency, reducing delivery costs by $2M.• Improved global ITSM service delivery and vendor collaboration, reducing inter-vendor issues by 50%.

Global technology leader in IT services, consulting, and BPO, with 335,000+ employees and operations across 35+ countries, helping organizations modernize technology and optimize business operations.• Managed a $50M annual budget and oversaw a portfolio of QA services for major clients, including Wells Fargo, Capital One, Comerica, and Sallie Mae, with over 600 QA resources under direct supervision.• Directed client relationship management, including strategic alignment, stakeholder engagement, and financial oversight, ensuring service delivery met client objectives and SLAs.• Supervised five direct reports, including Associate Directors and Senior Managers, coordinating delivery and account management across major clients and regions.Key Accomplishments• Championed QA automation and solution development initiatives, securing a $20M TCV for an automation factory to support consumption-based pricing and automated testing across 5,000 applications.• Led the development of go-to-market strategies and account plans, including over 75 RFPs and proposals, driving innovation in solutions and achieving 20% annual revenue growth.

• Led $97M outsourcing engagement with Cengage, collaborating across Application Management, Infrastructure, and Security towers to oversee pre-sales, contracting, and service delivery for 350+ resources in the US and India.• Managed all client executive relationships, overseeing service governance and ensuring delivery met contract and SLA requirements, while managing an annual budget of $25M.• Supervised a team of six direct reports, including Assistant Directors and Senior Managers across Infrastructure, Applications, Security, and Program Management.Key Accomplishments• Directed end-to-end program management, transitioning all services to Cognizant within three months, consolidating call center operations into ServiceNow, and achieving stability across all service towers• Improved client satisfaction by 30% and cut call volume by 25% through automation and process improvements.• Delivered new Data Warehouse and Digital Transformation deals, supporting modernization efforts across client systems and contributing to recognition as "Large Engagement of the Year."

• Led sales and delivery of strategic programs to implement market leading Digital solutions for Personal and Commercial Insurers.

• Account executive for a portfolio of leading Insurance clients. • Partnered with client executives to define and sell tailormade underwriting and policy administration solutions for P&C Insurance.

• Led a portfolio of Insurance client accounts with end to end accountability for account growth, delivery and bottom line impact.

• Engagement manager for a large outsourcing engagement with a leading Insurance company covering policy administration and underwriting transformation.

• Managed a portfolio of insurance clients and owned application development and support of policy administration, underwriting, billing and claims systems.

• Managed multiple projects for insurance clients to transform policy administration, underwriting, billing and claims systems.