Experience

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  Wipro

  Jan 2001 - Jan 2004

  Cluster lead

  team lead for 7 locations at bangalore for managing day-to-day operations

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  Accenture

  Jan 2004 - Jan 2006

  Asst ops manager

  manage 24x7 operations for the global customers across emea, america and apac.

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  Nokia

  Jan 2006 - Jan 2010

  Dy general manager - it

  manage it and sd

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  Hewlett packard enterprise

  Feb 2012 - Apr 2017

  Account delivery executive

  1. account management: build and maintain strong relationships with key clients, acting as the main point of contact for all service-related inquiries, escalations, and issue resolution.2. client satisfaction: ensure client satisfaction by understanding their needs, expectations, and goals, and proactively addressing any concerns or issues that may arise during service delivery.3. service delivery oversight: oversee the end-to-end delivery of services to clients, ensuring that agreed-upon service levels and performance metrics are consistently met4. account planning: develop strategic account plans in collaboration with the sales and business development teams to identify growth opportunities5. contract and sla management: manage client contracts and service level agreements (slas), ensuring compliance and adherence to agreed-upon terms6. financial management: monitor account profitability, revenue growth, working closely with the finance team to ensure accurate invoicing, timely payment, and cost control measures.7. cross-functional collaboration: collaborate with internal teams such as sales, operations, technical support, and project management to ensure effective coordination and seamless service delivery to clients.8. upselling and renewals: identify opportunities to upsell additional products, services, or upgrades to existing clients,9. client reporting: provide regular reports and updates to clients on service performance, key metrics, and account status10. risk and issue management: identify and mitigate potential risks, issues, and bottlenecks that may impact service delivery or client satisfaction11. continuous improvement: drive continuous improvement initiatives by analyzing client feedback, monitoring industry trends, and recommending process enhancements12. team leadership: provide leadership and guidance to account delivery teams, ensuring alignment, motivation, and performance excellence to meet or exceed client expectations. show less

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  Nokia

  May 2017 - now

  Leader - automation service delivery

  1. strategic planning: develop and implement strategic plans and roadmaps for automation service delivery, aligning with the organization's overall objectives and goals.2. team management: lead and manage a team comprising process controllers, rpa developers, service delivery managers, change and release managers, crisis managers, and problem managers. 3. service delivery management: oversee end-to-end service delivery for automation use cases, ensuring timely and high-quality delivery of robotic process automation (rpa) solutions. monitor and manage service level agreements (slas), performance metrics, and customer satisfaction.4. process improvement: identify opportunities for process improvement and automation, working closely with the automation team.5. vendor management: manage relationships with third-party vendors and developers, ensuring effective collaboration and delivery of services. 6. escalation management: act as the escalation point for operational or performance issues related to the virtual workforce. 7. governance and compliance: ensure compliance with relevant regulations, policies, and standards in automation service delivery.8. change management: define and implement change management processes and methodologies to handle changes in the automation environment. 9. resource management: optimize resource allocation and utilization to maximize productivity and efficiency.10. collaboration and communication: foster effective collaboration and communication across stakeholders, including business teams, it teams, and senior management.11. continuous improvement: drive continuous improvement initiatives to enhance service delivery processes, 12. customer relationship management: build and maintain strong relationships with internal customers,13. financial management: monitor service cost(1.6mm (keur), new programs service cost, ensure all the costs are in the right cost types and accurate. show less