Heading the 'global & diversified' delivery teams in Bangalore, Hyderabad and US for a Global ' Insurance and Re-Insurance' Client. Managing an Overall Revenue of 100 million USD for a duration of 5 years with a team size of 350Delivering support to 3000 + Customer Windows/ Unix devices, 5 PB Storage, 4000 Mail boxes (Exchange), 500 SQL and Oracle instances, 700 Network data devices and 2700 voice ports along with IT systems and network monitoring, command center, data center and End user computing operations. Providing direction to delivery teams in support of service changes, critical systems recovery, IT security and compliance regulations in support of the client environment.

Heading the Service Delivery for a Global Client in Ericsson India Delivery Centre, responsible for the overall Service Delivery and Account Management for the client amounting to a cost center budget of ~12 million USD.The service portfolio spans the entire spectrum of Infrastructure Services. Offering Development, Business Engagement, Contract Negotiation,Transition & Transformation, Client Relationship and Contract Management are some of the responsibilities of the role. Successfully contributed to the inception of “Delivery Account Management” function within the organization.

• Responsible for handling the Integrated Services teams across the globe (India, France, Czech Republic and Poland) (Currently managing the team of 125 FTE’s)• Leading the First Line Managers and Service Delivery Managers across the Tower Pool Service Elements and ensuring that the advanced pool structure and its’ supporting processes are fully implemented on the entire Tower Pool.• Delivering account leadership to the service delivery and directing teams to develop program, project, product, business strategies, implementing resulting solutions to meet contract deliverables.• Supervising & managing company resources and coordinating with account resources to deliver services and solutions to support the customer.• Driving/Managing Service quality, performance and improvement of service delivery processes• Liaising with customer, project office, and vendor & sub-contractor organization to ensure positive customer satisfaction• Participating in the creation, client approval and execution of the Client Delivery Plan• Providing effective support to the Project Executive (PE) in identifying growth opportunities and contract profitability• Managing cost including annual DOU as appropriate between service delivery and the DPE/PE• Maintaining an auditable security compliance posture

• Managed the team size of 260 FTE’s and cost worth 14 million USD• Lead the Client Support Manager's and Service Delivery Managers across the Tower Pool Service Elements.• Delivering account leadership to the service delivery and directing teams to develop program, project, product, business strategies, implementing resulting solutions to meet contract deliverables.• Supervising & managing company resources and coordinating with account resources to deliver services and solutions to support the customer.• Driving/Managing Service quality, performance and improvement of service delivery processes• Liaising with customer, project office, and vendor & sub-contractor organization to ensure positive customer satisfaction• Participating in the creation, client approval and execution of the Client Delivery Plan• Providing effective support to the Project Executive (PE) in identifying growth opportunities and contract profitability• Managing cost including annual DOU as appropriate between service delivery and the DPE/PE• Maintaining an auditable security compliance posture

• Served as SPOC between Sending Account and Delivery Team’s and ensured Service Level Agreements (SLAs) and other service commitments are duly met• Drove crisis management and ensuring continuous communication & coordination with client in the event of Severity 1 or major incidents – Also, looking into Problem and Change Management.• Reviewed contract change and preparing SOW/Contract as per customer / IBM India requirements• Facilitated internal/external audits and working on action plans to closure• Conducted budget forecasting and ensured target profitability through cost forecasting & analysis (Actual versus budget)

• Managed IT Global Delivery Center with multilingual Service Desk with a team size of 60 FTEs.• Ran Service Improvement Plans to improve the service quality• Conducted A1A2A3 Analysis for scope enhancement and increased the % FCR for the SD.• Shouldered the responsibility of managing performance and evaluating the same• Oversaw the hiring and readiness for all employees in the organization - partnering with internal and external partners• Responsible for ensuring the audit readiness of the teams