Rajeshkumar Jethawani

Experience

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  Microland Limited

  Aug 2001 - Jun 2003

  Program Manager

   People Management Vendor Management Help Desk Services & Desktop Management Messaging & Intranet Service Management Voice & Network Management Asset & Spare Management Performance ManagementOnsite Program Manager for following Clients Procter & Gamble Health and Hygiene India Limited Standard Chartered Bank (Global Markets IT Division) TransWorks India Pvt. Ltd. Standard Chartered Bank CRISILSignificant Highlights- Functioned as Onsite Program Manager for Infrastructure Management for following engagements:----------- Procter & Gamble Health and Hygiene India Limited----------- Standard Chartered Bank (Global Markets IT Division)----------- TransWorks India Pvt. Ltd.----------- Standard Chartered Bank----------- CRISIL- Received regular and continuous appreciation mails from P&G IT / Business Team as well as excellent appreciation from SCB IT Projects team and SCB Business- Recognised with the Excellence in Action Award from P&G CEO- Recipient of:------------- Tremendous appreciation from SCB – Treasury Department and admirable feedback from TransWorks Business Team.------------- Appreciation from all Reporting Managers within Microland Show less

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  3 Global Service Pvt Ltd

  Jul 2003 - May 2005

  IT Manager Support Services

  The responsibilities at 3G were superset of responsibilities at Microland. The additional responsibilities at 3G were: Managing 24x7 Service Desk team manned by HP Process Design and Implementation  All Back Office (Support) related incidents Managing the projects of setting up of New Facilities from IT procurements point of view Analyzing the diverse needs of the organizations and choosing the appropriate solution All documentation relating to IT procurements Vendor negotiations and procurementsSignificant Highlights- Streamlined the IT Processes and maintained the documentation of various commercial / technical details in an organized fashion- Managed the Infrastructure thru vendor teams from HP and Wipro- Addressed the vendor escalations concerning support and price negotiation- Successfully handled projects such as:----------- Handling 3G Expansion Plan at Spectrum Towers 5th Floor----------- Setting up of Temporary Premises at Eureka Towers, Malad----------- Setting up of Premises at Paradigm Towers A on 3rd, 4th & 5th Floors in Phases----------- Moving of Australian Process from Spectrum to Paradigm----------- Moving from Eureka Towers to Paradigm Towers----------- Expansion to a New Premises, Prism Towers----------- Creation of Preliminary DR Site at Prism Show less

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  Prudential Plc. Mumbai

  Jan 2005 - Jan 2008

  BT Service Relationship Manager

   Management of the local on-site team in Mumbai, including resource changes, priorities, business requirements, etc. Responsible for SLA for the Mumbai Double Keying team Responsible for maintaining SLA for the onsite Support team Responsible for HR issues of the onsite team Monitoring the quality and delivery of local suppliers and managing any associated issues Ensure that processes are followed by onsite team and suppliers as per the documents such as customer handbook Coordinate with the Service teams at BTGS to enable timely resolution of incidents / changes Provide local input and support to BT projects that affect the customer in Mumbai, as required Build and maintain a thorough understanding of the Customer’s SLA/Contract and of service delivery responsibilities Develop and own plans that demonstrate the service value add beyond the scope of contracts Working in conjunction with the UK SRM instigate and lead customer satisfaction programs, including the delivery of executive surveys and subsequent service improvement plans Take ownership of any escalation which affects the Customer’s Quality of Service, ensuring appropriate control is maintained. Act as the focal point for communication on recovery or improvement plans brought about as a result of any escalation Meeting attendance and Management Building and maintaining relationships with the PPMS Business and the PruTech (IT) team based in Mumbai Identification of improvement and development areas (service and relationship) Support for Prudential’s Audit and Risk plans that affect the Mumbai operation and where BT are accountable Supported business growth through close working with the customer Managing the service requirements and issues of the PPMS Mumbai business Show less

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  Prudential Process Management Services

  Jan 2005 - Jan 2007

  BT Service Manager
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  BT Global Servies

  Jan 2005 - Sept 2008

  Significant Highlights- Managed a team of 60 individuals as Program Manager. The team members were working in various capacities from testers and floor walkers to Servicedesk Agents and EUSS Engineers- Successfully implemented IPCC at PPMS (Prudential India sites)- Successfully handled projects such as:---------- Setting up the Prudential Acer Phase I at Godrej, Vikhroli single handedly from networks point of view----------- Assisted in Migration of Network Services at Prudential House from C&W to BT----------- Project Management of Acer Phase II and Metro Project----------- Provide Testing Support to Migration of Network Services from C&W to BT for various Prudential Sites in UK- Handled the BT testers – Searching for, selecting, appointing and managing a team of 14 testers to do the IPCC network test of BT platform after migration from C&W platform at Prudential House, Powai- Ensured the savings of:----------- Over Rs. 7 million per year by replacing the Wipro onsite support team at PPMS with the BT testers team----------- Over Rs. 3.7 million per year which later increased to over Rs. 7.4 million per year by doing the double keying activity at Prudential Mumbai offices instead of in the UK- Attained the score of 98.89% tickets resolved within SLA- Successfully worked for major customers on shared basis since Jan’08:- Credited with extremely satisfied rating from Tata Consultancy Services, 2nd biggest customer of BT India- Introduced Service Improvement Plans for TCS and VFS which were highly appreciated by the customers as well as gave WOW service feeling to the customers Show less

  • Service Relation Manager

    Jul 2005 - Sept 2008

  • Service Relationship Manager

    Jun 2005 - Sept 2008

  • Service Relatioship Manager

    Jan 2005 - Jan 2008
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  Bharti Airtel Limited

  Sept 2008 - Nov 2009

  Head Service Account Management (BFSI Vertical)

  Develops and Integrates the service strategy for identified regional / industry verticals towards ensuring better service levels as well as evolving and nurturing relationships with clients towards up selling other of Airtel products and services. Support the National SAM Initiatives, by engaging with Key Clients and periodically monitoring the service levels for key clients. Engages with the clients to understand their business needs and facilitates better service through periodic interactions with other verticals of Enterprise Business.Significant Highlights- Managed a team of 12 Service Account Manages nationally, managing 40+ MAP customers in BFSI space- Implemented client engagement process for the SAM organization for Major Enterprise Customers- Introduced various Service Improvement Plans (SIPs) for several MAP customers and received appreciation for the plans implemented for the customers- Was a key contributor for the Enterprise University Program. This was developed to impart various training programme for the SAM organization- Initiated several retention initiatives for the SAM team, thereby enhanced job satisfaction levels of the SAMs- Introduced appropriate while dealing with the MAP customer for my vertical. The same was duplicated across the SAM Organization Maintained healthy relationship with the SAM team along with the Sales Account Team and regularly offered customer view points to the Senior Sales & Service Management Teams- Functioned as Head of Service Account Management for BFSI Vertical and mapped strategies to deliver the solution as per the diverse needs of these MAP customers in the BFSI space- Responsible for P&L including Farming Revenue and Gross Margins – Enhanced the revenue from several PSU banks and Financial Institutes by over Rs. 50 million- Worked closely with Solutioning team to acquire new business Show less

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  Tech Mahindra

  Mar 2010 - Nov 2011

  Senior Project Manager – TG4 Band [Senior Customer Operations Manager (Lloyds Banking Group)]

  Program Management & Delivery Head for Lloyds Banking Group Project with 196 people under various tracks such as Incident Management, Change Management, Configuration Management, Capacity Management, Problem Management, Reporting Management, Service Level Management, Knowledge Management and PMO & Governance.Significant Highlights- Managed team of 167 onsite and offshore individuals- Spearheaded the Service Assurance for Lloyds Banking Group & Halifax Bank of Scotland (HBoS) through BT- Implemented appropriate governance in the HBoS project and later in the LBG project as well. This was duplicated across the IMS division of Tech Mahindra- Ensured the improvement of customer experience (CSAT) from 3.5 to perfect score of 5.0- Improved ESAT score from 3.4 to 4.3 by innovative employee satisfaction initiatives- Taken up several training initiates such as V&A, Indianisms, Prepositions, Articals & Tenses for all 80 resources in HBoS resulting in improved productivity by increased self image of team members- Responsible for P&L including Revenue, Farming and Gross Margins – acquired additional business of Lloyds Banking Group in Jan’11 of 87 FTE, on the basis of brilliant performance by HBoS Team- Worked closely with Pre Sales & Solutioning teams to acquire new business via account mining- Enhanced the EBIDTA of HBoS from -3% in March 2010 to 22% in Dec’10 and increased Contribution from 3% to 45% in the same period for HBoS project- Recipient of 76 client appreciations in Mar’11 alone (highest number in any month;) Despite the reduction in resources- Successfully ensured Transition for later part of LBG business- Recruited dozens of students from Campus Interviews for TechM- Involved in 16 presales proposals, two of these materialized during my time with Tech Mahindra- Credited with ‘A’ (Exceed Most Expectations) Rating in the first annual appraisal in Apr’11 Show less

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  Wipro Infotech

  Feb 2012 - Aug 2015

  Head Service Delivery - IMS (GIS) North

  Significant Highlights as Recovery Manager (from February-15 Onwards)My first customer is a large organization in BFSI (Insurance sector client.)- Successfully addressed Year End Systems Support – Client achieved 15% extra business in March 2015- Received appreciation certificates from client for 40 team members involved in YESS- Reduced open tickets by 80%- Improved resolution time for DC tickets by 37%- Prepared SIPs & started SIPs reviews- Started 2 Six Sigma & 1 Lean project- Improved P&L by improving Revenue and Gross MarginSignificant Highlights as Infra DH for Phoenix (from July-13 to February-15)- Managed the diverse team of over 900 individuals from L0 to L4 in different Domains- Responsible for P&L including Revenue and Gross Margins – improved GM from 18% to 21%- Improved DSO – reduced receivables of ARC from 8 months to 1 month- Responsible for CSAT & ESAT – ESAT improved from 3.5 to 4.5- Improved Operational Efficiency- Received appreciation from CIO and CTO several times during 2013-14- Maintained and increased T&M revenueSignificant Highlights as Program Director for EXL (from July’12 to July-13)- Managed diverse team of 230 having L0 Helpdesk team members to DC Manager- Improved ESAT from 3.5 to 5.0- I loved my team and vice versa; Was recommended for Best Boss aware thrice- My team received 120 appreciations within first 3 months of I taking over- CIO highly appreciated the VIP support in the SCM held in Mar’13- Responsible for P&L including Revenue and Gross Margins – improved GM from 22% to 25%- Achieved farming of 70.7 Million INR in first quarter & another 23.3 Million INR laterSignificant Highlights as DH for North region for IMS (from 28-Feb-12 to mid-July’12)- Managed delivery of all SLA accounts- Was directly responsible for engagements such as Avantha, Cairn Energy, E&Y and Aitrel TNG- Streamlined the Regional Governance Structure- Worked closely with Pre Sales teams to acquire new business via mining Show less

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  NSEiT

  Sept 2015 - Mar 2017

  Delivery Leader

  Significant Highlights as Delivery Leader (from April-16 Onwards) Managing delivery of all but one IMS engagement Directly responsible for NSE Stratus & DC, NSE Colo, Dotex CKYC, NCDEX Stratus & DC and Axis Securities Part of Selection Committee for rewarding performance through ETM and ETQ awards Selection Committee for Employee Engagement activities at HO and Client Sites Contributed towards 10x growth via involvement in OA BU Helped streamline Performance Management System Timely backfill of attritions for my SPAN Attrition control measures via improved employee engagement Improved GM from 15% to 37% & NM from -6% to 20% from Apr’16 to Dec’16 Improved ESAT and perceived CSATSignificant Highlights as PD for CKYC (from Oct-15 to Mar-16)About CKYC Engagement:The intent of CKYC is to hold KYC details of clients of various FIs in electronic form that can be referred to by all the FIs on subscription basis. DotEx was to implement Central KYC registry. DotEx appointed NSEIT to manage the CKYC project. My achievements in these 6 months are mentioned. Governance for this large project Finalized on various technical features for CKYC, such as Encryption, De-dupe, Digital Signature, etc. Finalized solution for Infra requirements Shortlisted service provider for Infra solution Setting up of CKYC Helpdesk Services Go live of CKYC Show less

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  Compuworld & Communication

  Apr 2017 - Oct 2018

  Consultant

  Significant Highlights as Individual Consultant RPFs, RFIs, Budgeting, Design and Presales Vendor Negotiations & Procurement Project Management, Program Management using ITIL processes Contact Centre Design and Implementation Procuring specialized End User Equipment CSAT

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  HCL Technologies

  Nov 2018 - Jun 2023

  Senior Service Delivery Manager | Program Director

  Significant Highlights as Program Director /CDO and and Service Assurance Head (from Aug-22 onwards) - The Change Delivery Organization has been established to cater to EN business (farming) while maintaining CSAT, to get additional revenue at substantial margin. Margin of over 40% for each of the projects; I am achieving up to 56% margin in some projects Owner for SoW, from initiation to customer signoff Resource Management – for each of the projects End to end ownership of project executing & customer engagement Defined customer Governance & Improved internal governance Optimizing internal reviews Defined & executed 46 Service Areas for SEP including SIP & SDPSignificant Highlights as Global SDM for $40 billion Energy Sector Coelomate customer (from January 2021 to August 2022) - Here HCL managed all DC and EUC (DWP) tracks including Projects. Reduced open tickets from 359k to 9k in 12 months+monthly volume of 45k tickets Drastically increased ESAT – my team loves me and I love my team 30 employee moved with me – several more wanted to work with the Best SDM Ops Hi5 turned from deep red to amber and Zero major and minor risks in last 12 months Fresher absorption of 36 v/s target of 24 Reduced VDU headcount by 27.84 without affecting SLAs and deliverables Effectively managed relationships with DWP, CSFC, Centralized Cloud team & APF Only account to WFO all through the year, despite the raging pandemicSignificant Highlights as SDM for $200 billion Oil & Energy Coelomate (from November 2018 to January 2021) - Here HCL managed all DC and EUC (DWP) tracks except FSO. Reduced High cost resources while improving ESAT, Revenue and margins Optimized 2 HC E4s at offshore; They took up roles as onsite SDMs in new accounts Improved CSAT and Customer Governance Increased EN business and EN revenue by taking on additional T&M business for Projects Increased GM from 28% to 42% Awarded the Best SDM award in FY20-21 Show less

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  SISL Infotech

  Jul 2023 - Nov 2024

  Program Manager

  Significant Highlights as Program Manager for PSU Bank's eAuction Platform (Dec-23 to Sept-24) SPOC for eAuction Platform project of 44 Crores Signed off BRS & SRS milestones before time Completed creation of and Development on UAT environment on AWS Finalized various vendor for developing and integration of the eAuction portal eKYC, IVR, Chatbot, SMS Gateway, Email gateway, APM SaaS, SIEM, Cloud Security, Cloud IaaS, Payment Gateway & Escrow Timely Go-live for Phase I on 1st July 2024 Initiated & stabilized Operations including hiring and training of onsite Customer Support & Technical Support This project was part of first 100 days agenda for the Prime MinisterSignificant Highlights as Program Manager for RISL VC Solution (Sept-23 to Nov-23) About RISL– RajCOMP Info Services Ltd. (RISL) is a Government of Rajasthan undertaking and specializes in IT consultancy, e-Governance project conceptualization and implementation, capacity building in the IT area, provision of customized IT solutions, etc. SPOC for RISL VC project of 100 Crores Completed Site handover & Inventory handover on time Governance – Implemented 3 tier governance structure within SISL & with customer Started billing for Manpower (8 Crores) and AMC (50 Crores) before time No LD and no Penalty at RISL, during my tenure Finalized vendor agreements for Warehouse, Logistics, TV repairs & Cisco endpoint installationSignificant Highlights as Program Manager for SISL (July-23 to September-23)SISL is an Systems Integrator with specialization in executing wide range of IT projects for Government Vertical. SISL also has in-house SOC, Support for Europe customers and presence in Enterprise Organizations apart from Government Vertical, with employee strength of 2,000 and last FY turnover of 600+ Crores. Processes – Structured working Designed and Implemented SMART KRAs for various teams Resource Management Structured L1 meetings for upcoming projects Soft Skills trainings Show less