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Professional Summary

Professional with demonstrated success in managing multiple accounts, achieving cost reductions, business expansion and improving client satisfaction. Overall 15 years of experience in Service Delivery & Project Management. Ability to communicate effectively with external and external stakeholders, to work collaboratively to resolve problems, and to motivate team members to achieve personal and organizational objectives. Exemplary change agent with the ability to analyse issues, devise continuous process improvements initiatives to increase efficiency, streamline operations

Work experience

2018Till Now

Assistant Director

Earnest and Young 

Leading Global team consisting of direct and contracting resources. Managing the large end user computing environment of around 300,000 user to delivery desktop and mobile applications. Currently involved in O365 migration project across the globe to around 140 countries. 

  • Leading the offshore delivery team to provide timely, high-quality delivery of promised services.
  • Function as single point-of-contact for issue identification & resolution for leadership and cross functional business units.
  • Working with cross functional team and vendor to ensure delivery with the cost.
  • Working on Process improvement, Cost reduction initiatives and implementation industry best practices. 
20162018

Service Delivery Manager - End-user Computing

CompuCom India Private Limited

Leading Offshore delivery for End Users Computing Business Unit for CompuCom Inc with team of 100+ IT professionals. EUC or End User Computing Services include but are not limited to Application Packaging and Distribution, Security Patch Management, Windows Imaging Development, Desktop as Service, Antivirus or Security Solutions, Mobile Device Management. Currently working on setting up new delivery center for technical support with headcount of 150 associates.

  • Leading the offshore delivery center to provide timely, high-quality delivery of promised services to global clients.
  • Function as single point-of-contact for issue identification & resolution for clients, account leadership and cross functional business units.
  • Builds internal & external stakeholders relationships to manage expectations & agree on clear goals, objectives, and timelines.
  • Lead & participate in weekly/monthly/quarterly reviews with client, account leadership and Senior management.
  • Actively involved in business process improvement initiatives (Six Sigma, Lean, etc) to further increase customer satisfaction, employee satisfaction, quality of services and cost reduction.
  • Share and implement industry best practices for IT Service Management and End User Computing Service Delivery.
  • Manage, coach, motivate and develop a team of technical specialists and consultants to achieve organization goals.
  • Developed guidelines for team evaluations and advancement and recruitment procedures.
  • Created systems to train and manage team members in achieving organizational objectives.
  • Assessment of new technologies to build new solution to expand existing portfolio and feasibility study of new deals from delivery perspective.

 Achievements and Accomplishments

  • Received the Leadership Excellence in Q3 2016 for Zero attrition, Business Expansion, and Cost Reduction.
  • Received the best team award of business unit consecutively for Q1 2017 and Q2 2017 for Zero attrition, Customer Satisfaction and meeting all SLA scores. Received the esteemed award Leadership Excellence in 2016 for streamlining project delivery from offshore delivery center.
20122016

Project Lead - End-user Computing

Dell Services

This role involves helping new customer to transition their IT Infrastructure Services to Dell. As project lead primary objective was to ensure successful completion of project and handover to operation team within timelines and ensure smooth delivery of promised services to existing customers.

Achievements and Accomplishments

  • Awarded with Bronze award in Q3 2015 for completion of transition project for renowned Canadian Aerospace Company on-time, on-budget.
  • Completed PMP Certification while working on multiple projects.
20062012

Resolution Expert

Dell International Services
20052006

Technical Associate 

IDS Infotech Limited
20032004

Customer Support Executive

Reliance Infostream Private Limited

Education

Aug 1999Jun 2003

Bachelor Of Technology

Punjab Technical University