Gaurav Sharma

Experience

• 

  Ericsson

  Sept 2010 - Dec 2013

  Process Champion- Global Deployment Function

  My job as a Global Process Champion involves study of current ways of working of Managed Service accounts, customization and alignment with standard ITIL processes across the Managed Service Contracts globally. It involves travel and physical meetings in the countries where account teams and customers are based. Business process management on ITIL concept- Deployment, monitoring and control. Conduct Process Awareness, Training/Workshop to the workforce across organisation. Managing and measuring processes compliance to established company policies/procedures, and lead continuous process improvement. Show less

• 

  BT Group

  Dec 2013 - now

  Responsible for all aspects of cross functional services delivery to Global complex contracts accounts. The teams are responsible for delivering the ITIL Services to the customers across the regions NA, EMEA, UK , APAC, driving continuous improvements, cost efficiency, improved customer experience, consultancy and services. I am also responsible for driving transformational projects resulting into additional revenue and operational cost efficiencies. Driving key automations programs which triggers the noise reduction and removes the labour sensitive work. Show less Responsible for developing the customer relationship with their designated customer-base and to deliver excellent customer satisfaction. Proactively driving issues with internal customers and suppliers. I am personally involved in design, implementation and ownership of client’s bespoke service. Driving short term improvements against KPI's, but developing customer satisfaction plans for the long-term to meet overall customer satisfaction targets, which could include perception, client survey. I am also driving process changes to make complex ways of working more simple for their work area. Show less

  • Digital Product Manager - Sustainability

    Aug 2022 - now

  • Head of TCAP

    Sept 2019 - Jul 2022

  • Lead Consultant / Manager

    Mar 2018 - Aug 2019

  • Operations Manager

    Aug 2015 - Feb 2018

  • Problem Manager

    Dec 2013 - Jul 2015