Senior Director Program and Delivery Management

Abhishek Roy

Mobile: +91-883*******

E-Mail: ***.****@*****.***

Linkedin: https://www.linkedin.com/in/abhishekroy99

“Time to Value” and “Customer is King”

CORE COMPETENCIES & SKILLS

Delivery Operations and Revenue Realization

PMO and Center of Excellence

Client/Customer Focused

Global Program and Delivery Management

Vertical and Cluster Management

Account and Escalation Management

Stakeholder Management

Conflict Management

Servant Leadership

Change Management flag bearer

Managing PMO Office

Cross-Functional Team Collaboration

Problem-Solving Skills

Hiring and Recruitment Process

Relationship and Team Building

Global Customer Exposure with:

Apple (San Francisco, Bay Area, USA)

ExxonMobil (Houston, Texas, USA)

Bank of America (NY, USA)

Procter and Gamble (Cincinnati, Ohio, USA)

Novartis Pharma (New Jersey, NJ, USA)

USAA (Houston, Texas, USA)

DTCC (Manhattan, NY, USA)

Air Canada (Ottawa, Canada)

Farmers Insurance (Houston, TX, USA)

Actavis (Barn staple, UK)

Actavis GmBH (Frankfurt, Germany)

Actavis (Reykjavik, Iceland)

Dabhol Power Corp, Mumbai, India

Rolta, Mumbai, India

UTI-ISL, Mumbai, India

TECHNICAL KNOW-HOW

Salesforce, ClickUp

ERP (SAP B1, JD Edwards, Navision)

DBs (Oracle, SQL Server, Access)

GRC (MetricStream, RSA Archer)

CRM (Salesforce), Siebel

MS Project, Visio, Planview, ClickUp

Confluence, Jira, Wiki

Redmine, Bugzilla, OpenAir

MS Office Suite, MS Teams

CERTIFICATION(s)

SAFe 5.0 Practitioner

ICP-CAT

ICP-ACC

CSP-SM

Advanced-CSM

CSM

CSPO

PMP

America Management Association (AMA)

GRC Architect Certified by MetricStream

GMP/e-GMP (Good Manufacturing Practice)

SAP Business One (2005) Solution Consultant

EXPERIENCE SUMMARY 24+ years and 430+ successfully delivered projects in India, across Europe and USA.

Multi-Million-dollar project executions, large scale software product development, and implementations. Seasoned professional with performance embellished record in project management from initiation to delivery. Strategic bridge among service desk, customers, and consultants. Deliver projects within defined cost, quality, scope

& timelines.

SOFTWARE DOMAIN KNOWLEDGE

Voice, SMS and WhatsApp Platform

Unified Communications UCaaS, UPaaS, etc.

PBX Core software, video callin g and a vast suite of mobile capabilities like Connect Client, SMC, TW, MiCloud, MiCollab etc.).

Telephony IVR, TPC, TPM, Microsoft’s DNN, MSE, Assist, Vivid Speech and Omni channel of [24]7.

Governance, Risk and Compliance (GRC) like MetricStream, Archer etc.

Pharma/HealthCare Vertical

HIPAA, 21 CFR Part 11, Drug Clinical Trial Process, Ethics and Compliance etc.

Accounts Payable and Receivable applications like Contempus, Read soft etc.

Time and Attendance system like ADP, QuickBooks, Kronos, and Ceridian etc.

Document Mgmt. systems like Qumas, Documentum and DigiOffice 2000 etc. WORK HISTORY Director - Platform Delivery (Operations and Revenue) Nov 2021 - Present

Exotel Techcom Pvt. Ltd., Bengaluru, India

Role and Responsibilities:

Report to the COO

Working on the Top Line Revenue from Delivery BU perspective (~ 40 Cr Annually)

Responsible for Realizing from anywhere between ~8 Cr per Qr till ~10 Cr per Qr

Monthly Target to be which was between min of 50L – Max of 2.6 Cr

Top Revenue generating Team across all Delivery teams (total of 6) for last 4 quarters

Have multiple accolades in terms of “Performing” Manager and “Team” Manager for last 3 Quarters

Have been rated the Best Manager (score of 9.38 out of 10) across entire Support and Delivery BU for entire FY 22-23

Hiring, Training, Up-skilling and Managing a team from scratch to a total of 14-20 in a span of 4 months for Single Voice and SMS Platform

Team’s Yearly Appraisal, 360 feedback, Quarterly Coaching Conversations

Lead and manage a high-performing team of implementation, Platform Delivery, Operations and Revenue

Senior Program Manager (Head - Program Management) Jan 2017 – Nov 2021

Mitel Networks India Pvt. Ltd., Bengaluru, India

Role and Responsibilities:

Leading SAFe Implementation and Agile Center of Excellence for FY 2021-22 for all the Product teams. Leading the RTE team and working on the SAFe Training and Roll-out plans.

Completed the Agile Transformation for 5 Scrum teams in FY 2020-21. Currently 80% of all the teams in Mitel as completely Agile and follow entire Scrum framework.

Managing a total Product and Project Portfolio of 12-15 MN USD per year

Total Project Team Strength of 150+ people across the Globe. Part of India Leadership Team

Improving the efficiency of India Delivery Organization (IDO) wide projects through structured approach, strategic program, and prioritization. Engagement Manager

Jan 2015 – Aug 2016

[24]7 Customer Inc., Campbell, California, USA

Role and Responsibilities:

Successfully managed project budgets / maintained / increased ROI for portfolio between 9-12 MN USD customer accounts

Improved ROI by 2.3% in a single year by strategically pricing value-added services and identifying opportunities to upsell / cross- sell. Accomplished / maintained an average CSAT score of 91% across all customer accounts

Served as primary escalation point and managed operational SLAs, problem resolution and change management of services. Contracted by customers with [24]7 and with partner vendors like XO, AT&T, Verint and Safelite

Spearheaded the entire migration/upgrade of [24]7's services in support of complex infrastructure changes, new service deployments and financial restructuring within the customer organizations

Managed Project and Program Managers throughout the Custom Application Delivery Phase. Mentored, Coached and trained project teams in Campbell, Bangalore and Manila.

Solution Manager

Feb 2011 – Dec 2014

MetricStream Inc., Palo Alto, California, USA

Role and Responsibilities:

Maintained / increased ROI for portfolio between 6-8 MN USD customer accounts

Analyzed business requirements and prepared an estimation that included the understanding of feasibility of the current application. Mapped current state against future state processes. Augmented revenues from 4 - 8 MN USD by cross-selling and upselling

Conceived, designed, architected, executed, and implemented MetricStream knowledge-sharing solutions for customers resulting in increased revenues and enhancing profitability

Provided insights and enhanced the evolution of applications and processes to a desired future state by maintaining a comprehensive understanding of impact on business operations.

Analyzed problems provided the most efficient business solution. Consulted Product Technical teams for Business Analysis, Product Deployment, Environment Analysis and Domain Analysis. Gained additional revenues of 1 – 2 MN USD by up-selling

Worked extensively with the On-Shore and Offshore Project team for timely Deliverables from the teams, clients, vendors and team management

Visited client locations for a short period of time and analyzing the business requirements. Analyzed risks, deliverables, timelines, re-visiting project plan and re-visited scope. Handling UAT, Training Session and discussed about business strategies. Implementation Manager

Jul 2007 – Jan 2011

Actavis Pharma A/S, Copenhagen, Denmark

Role and Responsibilities:

Project and Off-shore process management. Team & Talent Management, Training, Employee & People management. Problem analysis and providing solution & Created Process and Procedure SOPs.

Consulting with the Qumas Technical team for Project Mgmt., Knowledge-sharing, Site-Level business analysis.

Installation of Contempus & Read-Soft using Citrix, Qumas using different technologies like VPN, Citrix thin client. Implemented Contempus/Read soft across 18 countries in Western Europe.

Interaction with different vendors like for IBM Web sphere, JDE, Navision, SAP for data-migration and interfaces PREVIOUS WORK ASSIGNMENTS

Implementation Manager, Credence Analytics, Mumbai, India, 2006 – 2007

Senior Implementation Engineer, iSarla Inc., Seekonk, Massachusetts, USA, 2004 - 2006

Senior Helpdesk Engineer, Sutherland Global Services Ltd., Mumbai, India, 2002 – 2004

Implementation Lead, Boshu Software Services Pvt. Ltd., Mumbai, India, 1998 – 2002 ACADEMIC CREDENTIALS

Executive MBA, Planning, Operations and Business Strategy, S P Jain (SPJIMR), Mumbai, India (2010 – 2013)

Master of Computer Applications, IGNOU, Mumbai, India (2000-2003)

Bachelor of Science - Physics, Mumbai University, Mumbai, India (1995 – 1998)

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