Call Centre Service Delivery

Himanshu Shah [PMP Certified] Head of National Service Delivery

+61-405-***-***, *************@*****.***

Program/ Project Leader ● P/L Accountability ● High Ticket Value Projects ● Stakeholder Management

PROFESSIONAL SUMMARY

Solution-Oriented & successful 24 years of delivering transformation programs/ projects, including implementing, and transforming to ensure successful delivery and maximize return on investments for leading multinationals

Extensive experience in data science & engineering with integrated capabilities of service delivery across systems, processes & people with proven track record across Manufacturing (Discrete/ Process) & Supply Chain, Transportation, Logistics, Banking, Financial Services, Retail, Telecom & Public Sectors

CAREER HIGHLIGHTS

Leadership: Successful Leader with track record of implementing and delivering transformation programs/ projects over AU $250+ Mil annually

Communication: Effective communicator with strong stakeholder management skills and connecting to people, business & management at CXO levels

Planning: A proactive planner with expertise in transformation execution, client relationship with skills in staffing, project strategy execution & delivery across multiple sectors

Scheduling: Managing schedules, base lining, bid models, allocating roles/resources, construction of WBS's, tracking critical path, exporting/importing schedules between scheduling tools and generating and presenting reports

Risk Management: Knowledge of the principles of project and delivery planning for transformation projects including protecting margins, approving CO/SOWs, project planning, delivery, risk and issue management, stakeholder management, and delivery

KEY SKILLS

Program/ Project Management

P/L Accountability

Build Value Propositions

Service Delivery Management

Strategy and Governance

IT Cloud Solutions & Services

Multiple business models

Build Strategic Partnerships

BI Migration & Data Analytics

I/ P/ S/ DaaS ● IT Cloud (AWS, Azure, Citrix, Google) ● ERPs (SAP, MSD, Infor, Oracle) ● CRMs (Microsoft, Zoho)

BI (SAS Analytics, Tableau, Cognos) ● JIRA, DOMO ● Salesforce (Lightning, Heroku) ● DBs (D2K, SQL, MS Access)

HCM (SAP, Oracle, Zoho, JD Edwards) ● HRIS (People streme, Workday, Kronos - T&A) ● Payroll (Preceda, Affinity, ADP)

MSD O365/ Project ● Power BI ● SharePoint ● Rational Rose ● Eclipse ● Hadoop ● Cost Xpert ● Mind Manager

QUALIFICATIONS

Master of Business Administration – Marketing (MBA)

Bachelor of Commerce (BCom.)

Project Management Professional (PMP)

SAP R/3 ERP - Sales & Distribution module (SAP R/3 - S&D)

PROFESSIONAL EXPERIENCE

Tech Mahindra for NewsCorp (Nov’ 2021 – Mar 2023)

Program Lead (Service Delivery/ Commercial Management)

●Implement ITIL framework and aligns with other frameworks such as Agile or other project management approaches.

●Leading service management functions, both internal and external service providers, and track record for developing strong partnership-style relationships that result in improved performance.

●Working with and managing senior management for the said complex deployment.

●Developed processes to ETL (or ELT) data from data sources to centralized data warehouse in hybrid tech stack environment of on-prem and cloud-based technologies (GCP).

●Implemented end to end automation of data exchange developed using best practice data governance and utilising various API frameworks and scripting languages.

●Responsible for analysis of complex, high-volume data from verity sources and building data pipelines to support

●Deployment of DAGs using Cloud Composer (Apache Airflow) and Dataflow (Apache Beam) using python.

●Strong experience in Agile/ scrum experience - CI/CD (Gitlab and terraform) with data analysis, creating & writing big query SQLs as per business requirement.

●Critical reporting in enterprise data space by improving delivery in financial, operational & technical areas of business

Auscomp Computers (Jul’ 2020 – Sep’ 2021)

Program Manager (Service Delivery & Project Management)

●Managing and planning Oracle EBS & CRM strategies across the company while delivering transformation testing strategies for all aspects to ensure the most effective approach for company & its services. Monitoring and maximizing transformation strategies ensuring maximum profitability

●Discussed operating costs with national partners for preparation and execution of transformation, regulatory and policy measures. Improved governance through reporting and defined scale-up to manage transformation projects effectively

●Manage migration from legacy systems to Salesforce Lightning & work with key SMES to develop strategy to drive user adoption of platform using agile framework

●Design and undertake POCs - inclusive of Salesforce Einstein AI to further understand future possible use cases

●Work closely with projects team to prospect transformation challenges and demonstrate to maximise their business success

●Establish CRM capabilities – management of customer data, reporting, relationships, & interactions in Salesforce

●Management of the design & delivery of Salesforce integrations with internal systems

●Responsible for entire project life cycle delivery including requirements sign-off, project design, scoping, resource mapping, development, & delivery. Developed framework for stakeholder engagement and communication strategy

●Technical leadership for onsite teams and responsible for timely delivery of transformation projects using agile framework

●Manage establishment of enterprise architecture (business architecture, process architecture & systems architecture)

●Accountable for partnering with senior stakeholders & ensure enterprise-wide compliance for transformation architecture & security frameworks

●Contributing to delivery excellence, including efficient delivery methodologies that support clients in achieving their transformation project goals

BMP Technologies (Oct’ 2018 – Jun’ 2020)

Project Manager CRM (Service Delivery & Project Management)

●Managing relationships & delivery for cross functional teams across life production & ensuring alignment of streams across programs

●Managing and planning Cloud & CRM strategies across the company while delivering transformation testing strategies for all aspects to ensure the most effective approach for company & its services. Monitoring and maximizing transformation strategies ensuring maximum profitability

●Building performance of the team through coaching, mentoring and application of agile tools and techniques and helping prioritise delivery of products, encouraging and facilitating continuous improvement

●Leading delivery teams in agile environment and understand service standards, transformation strategy, key products and strategies

●Keeping the team motivated, collaborating, and working well and demonstrating excellent problem-solving skills to identify and overcome obstacles and interpreting and making judgements that will help steer and focus the team

●Design, develop and undertake POCs - inclusive of multiple to further understand future possible use cases

●Develop & established scheduling and dependency management processes and standards and guide and advice on transformation project services, and advise on use of methods, tools, techniques, templates, and standards

●Provide project milestones and cost estimates, prepare, and manage project budgets and ensure changes to forecasted costs and scope are flagged appropriately. Co-ordinate & chair project meetings and steering committees

●Work with multidisciplinary teams comprising of program lead, service designers, interaction designers, user researchers, SMEs

Rexel Holdings (Nov’ 2016 – Sep’ 2018)

IT Project Manager (Project Management)

●Successfully managing the delivery of Oracle Cloud/ EBS Applications projects.

●Working with branches to confirm scope and goals, objectives and business justification, secure resources (people and budget) and re-iterate the mandate for projects

●Leading, monitoring and maintaining progress of project plans to ensure delivery of the key stages and goals within the agreed constraints of time, cost, and quality

●Managing branch expectations and be able to closely monitor for scope creep

●Managing the agreed scope of project to ensure Change Requests are clearly called out, agreed, and impacted against timeline.

●Assist branch manager with monitoring tasks and progress of client specific activities

●Controlling and reporting progress to the Steering Group/Sponsor, and internally within Version 1 and escalating any issues, as appropriate, in a timely manner. Initiating corrective action where necessary to keep the project on track

●Continually assessing potential risks and issues maintaining risk and issue logs, and contingency plans

●Monitoring and communication of decisions made by branches and close monitoring and reporting on project budget

●Playing a lead in defining effective communication strategy for projects, including consulting with key stakeholders

●Identify inter-dependencies between various stakeholder groups to ensure all are aligned, identified, mitigated, and communicated

●Ensuring appropriately skilled resources are delivering project and managing the availability and performance of those consultants

Godrej Infotech Ltd. (Mar’ 2011 – Aug’ 2016)

Program Director – MEA (Change/ Program/ Portfolio Management)

Provided change leadership to manage project delivery across GIL leading to improvements in service delivery, consolidation of infrastructure & transaction services and organizational change across multiple divisions. The projects included Oracle EBS, SAP, Microsoft Dynamics, Infor, SaaS analytics, Big Data, Reporting Tools, LS Retail & POS Systems

Strengthened IT/Business transformation partnership across UAE and Oman with regional stakeholders by improving prioritization, planning and execution of initiatives across reforms, compliance, and policy. Improved governance through project boards, reporting and defined escalation channels to manage projects effectively. Developed agile framework for stakeholder engagement and communication strategy

Provided executive briefings related to portfolio planning, funding recommendations, benefits realization, and on-going progress; Provided guidance to project sponsors and boards with annual savings of 6% of resource costs

Established an enterprise wide PMO using Agile methodology, implemented portfolio evaluation, investment management, pipeline & prioritization. Improved governance & agile delivery processes. Implemented benefits realization, portfolio risk and project assurance framework. Improved project outcomes by 8% (cost and benefits).

Integrated elements of Agile/ Scrum methodology used across projects that suited for hybrid project methodology approach

Participated in design and implementation of ‘Next Generation Shared Services Operating Model for which GIL won an international award in 2011 at GiTEX in Dubai http://www.icmgworld.com/corp/ArchitectureAwards/2012/bc_customer_oriented_2012_01.aspfor the best Customer Oriented Business Model and fully implemented in 2012

Monitor the performance of circles on a regular basis & would need to establish relationships with peers from Finance, IT, regional & corporate members & create an optimized project structure for various engagements

Provided change leadership to manage transformation project delivery across RTGS leading to improvements in service delivery, consolidation of infra & transaction services and organizational change across multiple divisions

Develop & established scheduling and dependency management processes and standards and guide and advice on transformation project services, and advise on use of methods, tools, techniques, templates, and standards

Established an enterprise wide PMO, implemented portfolio evaluation, investment management, project pipeline & prioritization. Improved governance & agile delivery processes. Implemented benefits realization, portfolio risk and project assurance framework. Improved project outcomes by 5% (cost and benefits)

Integrated elements of Agile/ Scrum Methodology to support ITIL based service management model. This approach was used across projects that were suited for hybrid project methodology approach

Provided ongoing coaching and mentoring of team members and led teams through reform and change. Recruited and performance implemented reporting and non-reporting project staff

Unisys Global Services (Aug’ 2007 – Feb’ 2011)

Solutions Architect (Architecture/ Project/ Service Delivery Management)

Implementing Global Public Sector (GPS) – Application Services (AS) with RFPs, RFQs for Enterprise solutions (Oracle EBS & Cloud Solutions.) in United States (North America) Federal Government (Transportation & Healthcare), monitoring proposals, necessary documents for processes, presentations, blueprinting, project plan, and 3D -VE architecture, pricing, SLAs & MSAs)

Provided change leadership to manage transformation project delivery across leading to improvements in service delivery, consolidation of infrastructure & transaction services and organizational change across multiple divisions

Identify & track current & potential resources including doing opportunity & threat assessment. Support partners on transformation efforts (working with implementation & support team)

Engage with stakeholders and solution leads to understand their strategic transformation objectives, initiatives, pain points and needs to build the roadmap for the organization

Partner with IT and cross-functional teams to establish a shared vision by building consensus on priorities leading to program execution Plan, monitor and deliver cross-functional projects on time and within budget in matrix environment

Define and analyse metrics that inform the success of implementation and transformation to Identify and manage key dependencies across various business asks within and cross-domains

Monitor projects and identify risks and mitigation strategies to communicate status of in-flight transformation to leadership

Create an optimized project structure for various engagements. Determine integration paths & work with project team to understand agile development & support costs. Manage the project execution, ensuring both parties fulfil the requirements of the partnership. Includes working with support teams on technical integrations from vanilla implementations to transformations

Maximize efficiency in constant evolving environment where processes are fluid and creative solutions are the norm

Provide mentorship and development support for cross-functional teams, in project management best practices

Implemented resource bench to optimize PMO costs. Developed and embedded services with outsourced partners thorough ‘Resourcing as a Service’ model. Achieved annual savings of 6% of resource costs. Implemented strategic portfolio management relationships to facilitate innovation through alternate sourcing models

Svarin Communications (Apr’ 2003 – Jul’ 2007)

Project Delivery Manager (Project/ Delivery Management)

●Primary contact point for approaches and pitches for new business through positive engagement with the CEO

●Responsible for delivering Managed Services, Infra Services & On Demand Services packaged with core products

●Manage client's needs, positioning broad range of IT products/ services across like Convertors, Routers, Intelli-patch Cords, Server/ s Blades, Storage, Security, Cloud Solutions Mobility and Collaboration of multiple products/ services for projects

●Qualify opportunities, manage the preparation of quotes and related documentation to close

●Handled negotiation of TEC Interface Approval Testing for IP based Media Gateway

●Internal General Management & P&L responsibility, process improvements, and strong risk management capabilities.

●Manage the various phases of transformation projects including analysis, system design, specification, development, testing, and implementation using agile framework

●Develop and maintain all required transformation project artefacts through the lifecycle of any project. g. risks & mitigation strategies, decision registers, budget, project schedule, implementation and change management plans and communication briefs. Effectively manage vendor / supplier agreements

●Provide project milestones and cost estimates, prepare, and manage project budgets and ensure changes to forecasted costs and scope are flagged appropriately. Co-ordinate & chair project meetings & steering committees

●Develop and maintain project and program management frameworks, documentation, and tools to improve the project maturity within the team

●Identified customer pain points and proactively provided solutions that are mutually beneficial to Svarin

●Developed & maintained strong strategic relationships with national & international clients

●Responsible for offices at all 3 locations i.e., Mumbai, Bangalore, Delhi & Italy which involved travel 5 days a week.

●Strong & regular comms. with senior management (C level) at prospective companies to identify areas of “needs”

●Advise management on key functional and delivery capabilities that need to meet the changing landscape of customer need

PAST EXPERIENCE

Designs Corner - Change Manager - Jan’ 02 – Mar’ 03

- Sr. Project Manager - Apr’ 01 – Dec’ 01

Plexus Technologies - Project Manager - Dec’ 00 – Mar’ 01

- Project Lead - Sept’ 00 – Nov’ 00

Finesse Info-media - Team Lead - Sept’ 99 – Aug’ 00

- Web Developer - May’ 99 – Aug’ 99

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