Pankaj Hans

Experience

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  Var Computer Pvt Ltd

  Jan 1999 - Nov 2001

  Team Leader Customer Support
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  OA Compserve Private Limited

  Nov 2001 - Sept 2002

  System Administrator
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  PC Solutions Pvt Ltd

  Oct 2002 - Jun 2003

  Sr. Customer Support Executive
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  Wipro Infotech Ltd

  May 2003 - Jun 2004

  Shift Manager
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  HCL Technologies (Infrastructure Services Division)

  Jun 2004 - Jun 2020

  Associate General Manager

  Accountable for Global Delivery services for North America and Europe Region. Led some of the crucial engagements and played a pivotal role in Strategic Programs. Led Global delivery for one of HCL's largest customers in the BFSI segment. Accountability included Datacenter Consolidation, Delivery ofstrategic Transformation projects.Achievements / Tasks Exhibited excellence in identifying opportunities and establishing action plans to optimize project capabilities, efficiencies, and resource utilization to deliver services. Successful track record in growing & inspiring large teams, with proven ability to select, attract. Motivate, retain & develop leaders and team members. Implementation of quality checks to improve CSAT and Quality of services. Established new business initiatives in Automation to support strategic directions and Implementation of Lean methodology. Leading efforts for streamlining processes and generating cost savings in operations. Maintain alignment across all stakeholders with client organization. Involvement in client QBR, Monthly Review Meetings, Steering Committee meetings, Project meeting etc. Successful track record of improving performance against quality, efficiency and ffectiveness metrics & meeting/exceeding contractual service level performance requirements. Enforced quality assurance protocols to deliver ideal customer experiences. Show less

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  Birlasoft

  Jun 2020 - Mar 2021

  Associate Director

  Joined Birlasoft as an Associate Director in June 2020 and took care of PAN India Operations. Leading all the sites for Service Desk, EUC support, HAMAchievements / Tasks Drive operational improvements, including optimizing resource allocation within & across teams Communicated all capacity, sourcing and technology gaps with Leadership Expertise in operations, KPI Delivery & client management

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  HCL Technologies

  Mar 2021 - May 2023

  Accountable for Digital Foundation Services (IT Infrastructure & Digital Workplace) to global clients in Healthcare & Life science services for North America. Led some of the crucial engagements and played a pivotal role in Strategic Programs and Executions and setting up 24x7 Service Delivery acrossthe globe. Responsible for complete P/L, People & Client management, CSAT, Audits, Risk & Compliance.Achievements / Tasks Establish periodic governance with customer stakeholders and ensure they are fully satisfied with our services Well versed in end-to-end project ownership and management right from requirement collation to project planning, execution, deployment and production support, ensuring deliverables within assigned time, quality, cost parameters, change control and risk management. Implemented business strategies, increasing revenue and effectively targeting new business growth across geographies. Ensure resources, capabilities and capacity to meet both existing and new business demand. Analyzed gaps and spearheaded process improvement ideas to minimize error and Increased Customer Satisfaction score. Developed formal plans for continuous improvement and measurement in terms of management goals and objectives, customer service delivery, and customer relationships Mitigated business risks by working closely with staff members and assessing performance. Analyzed customer feedback data to identify areas of improvement and develop solutions. Show less

  • Global Service Delivery Manager

    Mar 2021 - May 2023

  • Global Service Delivery Manager

    Mar 2021 - May 2023