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.