Abhishek Gulati

Work History

Work History
Aug 2006 - Present

Service Delivery Manager

CSC - Computer Sciences Corporation

I am playing a dual role of the Service Delivery Manager (heading India operations for the account) and the Cross Functional manager since October 2008.I have visited the client headquarter (Aon Center, Chicago, IL) to work with the CSC management on process improvement & improving customer satisfaction.My current responsibilities include:

  • Keeping India billing under control
  • Offshoring roles to India from North America locations to bring down the account’s cost
  • Ensuring offshore’s small to mid size projects are being handled within specified budget and timelines
  • Align and manage CSC India performance against account SLAs
  • Systematically and proactively manage CSC India and account relationship
  • Support growth of CSC India and the account
  • Maximize the value India brings to CSC and the client
  • Manage escalation(s) from account on service delivery
  • Regular process improvements and streamlining

“I am account’s advocate within CSC India and CSC India’s advocate within the account”

I have also worked as the Cross Functional lead for 2 years and 2 months.  My job responsibilities include:

  • Maintaining & updating Request Management, a web based tool.  Wherein I was the only point of contact for making changes in the tool.  I was involved with the CSC-RM project from its inscription.
  • Actively participated in transition of a business unit of the client to CSC.
  • Updating CSC’s & client’s senior management about the priority 1 outages.
  • Worked with the client in getting root cause analysis (RCAs) approved within SLA to avoid financial penalties.
  • I used to chair & scribe weekly RCA call that includes CSC’s & client’s senior management.
  • Ensuring all product lines follow the Management Escalation & Notification process.
  • I was representing the account in the ‘Global Severity 1 Reduction Program’ from Americas region.
  • I have also prepared reports like – Monthly Account Dashboard, Weekly Trend Analysis, Monthly Unplanned Outage report etc.  Some of these reports are used by finance for invoicing
Sep 2002 - Aug 2006

Team Mentor

vCustomer Services India Pvt. Ltd.

I have also worked with vCustomer Services India Pvt. Ltd. for 4 years. I worked as a Team Mentor in Upromise. I have also worked with Marshall Field's Direct & Buy.com (U.S. based accounts) as traffic supervisor & process trainer. I was the member of the Upromise Leadership team during its transition to vCustomer.

Job Responsibilities: I have managed two teams comprising of 38 team members in total & below were my responsibilities:

  • Team management
  • Service Level management
  • Process update dissemination
  • Rostering, Staffing & Scheduling
  • Reporting
  • Client communication
  • Dealing with the client's partners like Citibank, Avis, Whirlpool, McDonalds etc.



Bachelor in Commerce

Delhi University


Jagan Institute of Management Studies



Six Sigma

Microsoft Office

Information Technology Infrastructure Library (ITIL)

I am Information Technology Infrastructure Library (ITIL) foundation certified with 95% score