delivery & operational challenges of IT ADMS, product development & engineering, service management, modernization, integration, migration, and managed services
ADDRESSING
challenges including cost overrun, delivery bottlenecks, escalations, platform unreliability, SLA breach, rising incidents,
poor productivity, scope creep, and requirement gaps
APPLYING
strategic planning, process optimization, cost optimization, Root Cause Analysis, Incident Trend Analysis, quality engineering, and AI adoption & transformation
Advisory & Consultancy Services
Operating Model and Delivery Transformation
assess operating and delivery models, identify scope of improvements and design future-state models defining transformation levers across global delivery ecosystem
Cost, Margin and Financial Diagnostics & Optimization
Delivery, Program and Governance Assessment & Excellence
evaluate current governance model and execution framework, identify gaps, and recommend improved governance model
GCC & Organization Effectiveness and Build-out
assess and evaluate organization framework, review appraisal system, and recommend optimized organization restructuring roadmap
Client, Stakeholder and Vendor Assessment & Engagement
assess and evaluate engagement model and vendor ecosystem, identify growth opportunities, and recommend improved engagement model
Product, Platform and Cloud Operation Review & Recommendation
assess and evaluate platform stability and cloud operating model, identify improvement opportunities and recommend optimized operating model roadmap
Service Management & Operational Excellence
assess ITIL maturity, evaluate service stability, identify process gaps, and define continuous service improvement roadmap
AI & Automation opportunity assessment and recommendation
identify AI use cases, assess feasibility, and define AI transformation roadmap
Credentials
Leadership
Global Business Operation and Technology Transformation Leader with 24+ years' progressive leadership experience in engineering, delivery, business operations, execution, and AI adoption & transformation, driving large-scale IT program and portfolio delivery across BIG4 (Accenture, Deloitte), global IT Services (NTT Data, TCS), and fast growing US product firms spanning US, UK, EMEA, LATAM, Canada, APAC, and ANZ
Industries Served
Improved margin, stabilized operations, scaled GCC, and delivered multi-million-dollar portfolios across diverse industries including Banking and Financial Services (BFS), Enterprise Resource Planning (ERP), Supply Chain Management (SCM), Manufacturing, Retail, US Healthcare, Digital Governance / GovTech, Digital Marketing / MarTech, Education / EdTech, Metals/Mining, and Fertilizer
Fortune-500 Clients
Delivered multi-million-dollar AI-driven digital transformation programs IT ADMS, product development & engineering, production support (follow-the-sun), service management, managed services, modernization, migration, integration, re-engineering to Fortune-500 clients including JPMorgan Chase, Bank of Ireland, ABSA Bank, BHP Billiton, California State Government, ADvTECH, Stellenbosch University, and Boeing.
Business, Finance & P&L
Strategically planned and executed client engagement, delivery, engineering, quality, technology, cloud, GCC scaling, operations, support, service management, continuous improvement, and cross-functional collaboration. Optimized operating model, cost structure. Improved revenue, profitability, and growth.
Client Engagement
Managed client relationship, expectation, escalation, and communication. Driven quarterly business reviews and steering committees. Developed business opportunities. Improved CSAT.
Stakeholder & Vendor
Handled cross-functional collaboration, conflicts and priorities with engineering, support, infrastructure, professional services, customer success, data science, sales & marketing, pre-sales, finance, HR, product, solution, and vendors. Evaluated and transformed vendor ecosystem and governance; handled negotiations.
Delivery & Operation
Delivered B2B/C application platforms following Fixed-Price and Time & Material (T&M) contracts, and product roadmap, following Agile/SAFe methodology, and off-shore/on-site and 100% off-shore business models. Handled risk/issue, stabilized process and SOP, managed communication, cross-up selling, RFP/RFQ/SOW, and CxO engagement; improved NPS; driven OKR.
GCC Scaling & Leadership
Scaled GCC; built and managed globally dispersed international multi-cultural teams of managers, architects and engineers; developed capability, improved productivity; managed performance/KPI, capacity planning, and succession planning; improved ESAT.
Support & Service Management
Delivered AI-led 24x7 customer support; managed incident and problem management, and knowledge management; conducted PIR, RCA and incident trend analysis; driven continuous service improvement implementing ITIL processes. Maintained SLA. Delivered CR managing CAB.
Cloud AI & Digital Transformation
Led AI adoption and transformation using Gen-AI, Agentic-AI and intelligent automation. Modernized and migrated application and product on cloud; optimized cloud cost. Improved platform reliability improving scalability and availability.
Engineering & Quality
Led architecture and engineering practices of SaaS and legacy platforms, Application Development and Management Services (ADMS), Product Development & Engineering (PDE), Managed Services, Re-engineering, QA Automation, and Quality Engineering. Driven GDPR certification and VAPT compliance.
Hands-on Leadership
on cloud native (AWS, GCP, Azure), hybrid multitenancy, application and product development (C/C++, Java, Cobol), RDBMS (Oracle, Sybase, MySQL, MS-SQL, RedShift), microservices, SOA, MVC, REST, pub/sub, container, req/resp, distributed computing, data analytics (Tableau, BigQuery), middleware (MQSeries, Tuxedo, ActiveMQ), legacy (IBM Mainframe, DB2 Cobol), and service governance (ITIL, DevOps, CICD)