Santhosh LB

Experience

• 

  SSEL India

  Oct 2000 - Oct 2002

  Programmer

  Software development projects

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  I-Corp Solutions

  Nov 2002 - Nov 2003

  Software Developer

  Software development projects

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  Marlabs Software Pvt Ltd

  Dec 2003 - Jul 2004

  Consultant (deputed for Hewlett Packard)

  Scripting: Develop scripts for requested applications using Wise Package Studio for packaging.QA Certification: Handle Silver certifications by ensuring compliance with quality standards and participate in Gold certifications by performing functionality checks on select applications.

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  HP

  Aug 2004 - Jan 2008

  Primary Customer Contact: Serve as the main point of contact for the customer.Pre-UAT Testing: Conduct testing for packaged applications before User Acceptance Testing (UAT).Service Transition: Successfully transitioned two services from Switzerland.Package Implementation: Oversee implementation of packages on Citrix UAT servers.Facilitate UAT: Manage and support the UAT process for customers.Team Leadership: Lead both the team and the packaging group.Technical Solutions: Provide solutions for packaging and SMS distribution.Monthly Reporting: Deliver monthly packaging reports to the finance team.Service Reviews: Prepare and present details for monthly service review meetings.Training: Train new team members on processes and systems.Review and Audits: Actively participate in monthly service reviews and audits.Packaging Requests: Gather information from the customer, create packaging requests, and conduct technical reviews of applications. Show less Primary Point of Contact: Act as the main interface between the offshore and onsite teams.Coordination with Onsite Team: Liaise with the onsite team in Switzerland.Technical Solutions: Provide technical support for the offshore packaging and SMS teams.Package Management: Oversee package creation, testing, application validation, and SMS distribution.Technical Discussions: Lead discussions on new developments in packaging.Customer Interface: Serve as the technology contact for customer-related matters.Customer Satisfaction: Focus on enhancing customer satisfaction.Complex Packaging: Manage the packaging of complex, hardware-dependent applications and those requiring client networks.Application Testing: Test all packaged applications to ensure functionality.Technical Consultation: Offer expert advice on application packaging.Documentation: Develop documentation for designing MSI standards. Show less Packaging Team Oversight: Manage the packaging team across three client regions: Europe, North America, and Latin America.Primary Customer Contact: Serve as the main point of contact for all three regions.Monthly Reporting: Deliver monthly packaging reports for each region.Certification: Certify packaged applications (Gold/Final Certification) before they are delivered to the client for UAT.Quality and SLA Management: Consistently maintain quality and time SLAs above 95%.Training: Provide training on MSI and client standards for new team members. Show less

  • Service Delivery Leader

    Jul 2007 - Jan 2008

  • Onsite Technical Coordinator/Onsite Consultant

    Jun 2005 - Jun 2007

  • Service Delivery Lead

    Aug 2004 - May 2005
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  Cognizant

  Jan 2008 - Oct 2019

  As the Offshore Delivery Director for Infrastructure Services, I was responsible for overseeing and managing a range of key services including Remote Desktop Support, Desktop Engineering Services (SCCM, Packaging, Mac administration), Security Services, Servers, and Backup.Service Management: Ensured the steady state operation of all assigned services.Customer Liaison: Acted as the primary point of contact for customers and handled escalations.Representation: Represented Cognizant in Steering Committee meetings to discuss progress and strategic direction.Solution Proposals: Reviewed and actively participated in crafting solution proposals.Resource Planning: Conducted resource estimation and review for new requirements to ensure optimal allocation.This role required a balance of technical expertise and customer-facing skills to maintain high service standards and client satisfaction. Show less Onshore Delivery Director for End User Services overseeing various business areas, including Service Desk, Field Services, Remote Desktop Support, User Access Management, and Desktop Engineering Services (SCCM, Packaging, Mac administration)·Service Oversight: Directed End User Services, including Service Desk, Field Services, Remote Desktop Support, User Access Management, and Desktop Engineering Services (SCCM, Packaging, Mac administration).End-to-End Responsibility: Managed services from the transition phase through to steady state operations.Customer Liaison: Served as the primary point of contact for customers and handled all escalations.Representation: Represented Cognizant in meetings with customer regional leads concerning End User Services.Solution Proposals: Reviewed and actively participated in developing solution proposals.Resource Planning: Conducted resource estimation and review for new requirements related to End User Services. Show less Onshore Delivery Director overseeing various business areas, including Enterprise Desktop Services, Messaging & Collaboration, and integration of Tier 1, Tier 2, and Tier 3 infrastructure services.Primary customer contact and escalation point.Lead for automation initiatives across Tier 1, Tier 2, and Tier 3 services.Cognizant representative in customer regional leads and ITI meetings for Enterprise Desktop Services.Drive monthly governance meetings for different business areas.Achieved automation cost savings of over $500K annually for customersReview and contribute to solution proposals.Resource estimation and review for new requirements in End User Computing.Liaison between various business units, technology office, customers, automation teams, and project teams for new technologies and RPA. Show less Held Various Roles in Global Shared Services–WorkPlace Services:Head of WorkPlace Services within Global Shared Services SBU at Cognizant since January 2014.Vertical Point of Contact (VPoC) for WorkPlace Services, encompassing Application Readiness, Migration Services, and Platform Engineering.Responsibilities include strategic decision-making (Technology, Delivery, People, Process, Partnership), new technology incubation, and commercial model preparation. Managed pre-sales activities such as solution reviews, SOW preparation, sizing, financial approvals, and customer presentations.P&L Management: Oversee residual costs and SGA for the WPS unit.Managed a $25M+ revenue account with a team of over 200 global members.Consistent Track Record: Achieved steady growth in revenue and cost reduction since inception.Automation Design: Conceptualised and implemented automation solutions, achieving up to 85% automation in various service activities.Benchmarking: Established common performance parameters across different services.Project Involvement: Engaged from due diligence and knowledge transfer to project closure, including pilot and steady state phases.Led IQA and ISO audits for WPS projects and served as an IQA Auditor for internal projects.CIS Location PMO Team Member: Held multiple roles within the PMO team. Show less Held Various Roles in Global Shared Services–WorkPlace Services:Head of WorkPlace Services within Global Shared Services SBU at Cognizant since January 2014.Vertical Point of Contact (VPoC) for WorkPlace Services, encompassing Application Readiness, Migration Services, and Platform Engineering.Responsibilities include strategic decision-making (Technology, Delivery, People, Process, Partnership), new technology incubation, and commercial model preparation. Managed pre-sales activities such as solution reviews, SOW preparation, sizing, financial approvals, and customer presentations.P&L Management: Oversee residual costs and SGA for the WPS unit.Managed a $25M+ revenue account with a team of over 200 global members.Consistent Track Record: Achieved steady growth in revenue and cost reduction since inception.Head of Solution Expert Group (2013): Led automation initiatives, technical team readiness, and technology transformations. Designed and developed an automation project that saved up to 63 FTEs.Automation Design: Conceptualised and implemented automation solutions, achieving up to 85% automation in various service activities.Benchmarking: Established common performance parameters across different services.Previous Roles: Served as Onsite Coordinator, Project Manager, Quality Manager, and Transition Manager for projects in Germany and the US.Provided Training: Delivered training for new and experienced team members across various technologies.Project Involvement: Engaged from due diligence and knowledge transfer to project closure, including pilot and steady state phases.Led IQA and ISO audits for WPS projects and served as an IQA Auditor for internal projects.CIS Location PMO Team Member: Held multiple roles within the PMO team. Show less Held Various Roles in Global Shared Services–WorkPlace Services encompassing Application Readiness, Migration Services, and Platform Engineering.Responsibilities include strategic decision-making (Technology, Delivery, People, Process, Partnership), new technology incubation, and commercial model preparation. Managed pre-sales activities such as solution reviews, SOW preparation, sizing, financial approvals, and customer presentations.P&L Management: Oversee residual costs and SGA for the WPS unit.Managed a $25M+ revenue account with a team of over 200 global members.Consistent Track Record: Achieved steady growth in revenue and cost reduction since inception.Benchmarking: Established common performance parameters across different services.Previous Roles: Served as Onsite Coordinator, Project Manager, Quality Manager, and Transition Manager for projects in Germany and the US.Provided Training: Delivered training for new and experienced team members across various technologies.Project Involvement: Engaged from due diligence and knowledge transfer to project closure, including pilot and steady state phases.Led IQA and ISO audits for WPS projects and served as an IQA Auditor for internal projects.CIS Location PMO Team Member: Held multiple roles within the PMO team. Show less

  • Associate Director – Delivery (P&R – Cognizant Infrastructure Services)

    May 2019 - Oct 2019

  • Associate Director – Delivery (P&R – Cognizant Infrastructure Services)

    Dec 2018 - Apr 2019

  • Associate Director – Delivery (P&R – Cognizant Infrastructure Services)

    Aug 2016 - Nov 2018

  • Associate Director

    Jul 2014 - Aug 2016

  • Senior Delivery Manager

    Nov 2010 - Jul 2014

  • Operations Manager

    Jan 2008 - Oct 2010
• 

  Diageo

  Nov 2019 - now

  Associate Vice President

  Oversaw both transformation and operational activities related to Azure, Compute, and Workplace Services.Managed Identity and Access Management operations, successfully executing a significant Active Directory (AD) migration project after more than a decade of non-upgrade, earning commendation from the CIO for zero disruption.Served as the primary contact for external and internal audits, including GAR, ITGC, and PwC, ensuring compliance and effective audit management.Developed and implemented multiple automation solutions and technical fixes for critical issues beyond vendor or OEM support capabilities.Led the outsourcing process for workplace services, including RFI/RFP validation and vendor selection, playing a crucial role in decision-making to align vendors with organizational goals.Participated in strategic discussions regarding workplace services, influencing key decisions on tool introduction, validation, consolidation, and contract renewal.Acted as the primary point of contact and escalation for workplace products, liaising with Enterprise Architects, Business Relationship Managers (BRMs), and business units.Contributed to the development of best-in-class process and metric dashboards, and utilized Azure DevOps for workplace management.Managed relationships and escalations with all OEMs under Workplace and Azure Services. Show less