VP Professional Services Delivery

Ram Nyasa

Vice President, Professional Services Global PS P&L Enterprise Software, SaaS, AI, Data Management & Platform Modernization

Fremont, California 510-***-**** *******@*****.*** www.linkedin.com/in/ramnyasa PROFESSIONAL SUMMARY

Professional Services executive with 20+ years leading global delivery organizations across enterprise SaaS, AI, data, cloud, and complex transformation environments. Hands-on PS P&L leader with a track record of unifying delivery, engagement management, implementation, managed services, and partner-led execution into one operating model. Owns scope, quality, timelines, utilization, margin, forecasting, executive escalations, SOW discipline, change control, and AI-enabled delivery intelligence to improve time-to-value, adoption, margin, and organizational design. CORE COMPETENCIES

• Unified PS Operating Models, Delivery Methodology, Engagement Management Standards, Quality Gates, Governance Cadence

• P&L Ownership, Bookings, Revenue, Forecasting, Utilization, Margin, Scope-to-Charge Discipline, SOWs, Change Orders

• Executive Escalations, Commercial Backbone, Customer Recovery, Steering Committees, C-Level Engagement, Global Delivery

• Partner Delivery, Co-Delivery Models, Managed Services Handoff, Post-Go-Live Governance, Regional Delivery Accountability

• AI-Native Delivery, Automation-Led Implementation, Delivery Intelligence, Risk Prediction, Adoption Accelerators, Data-Driven Org Design

SELECTED ACHIEVEMENTS

• Unified Global PS Delivery: Owned services P&Ls up to $35M, doubled PS revenue from $28M to $56M, and scaled distributed delivery teams to 150 under repeatable operating models.

• Scope, Margin & Commercial Discipline: Improved gross margin from 18% to 38%, reduced overruns from 31% to 9%, strengthened SOW rigor, and held delivery teams accountable to utilization, pricing, change control, and quality.

• Executive Escalation Leadership: Recovered 10+ at-risk enterprise accounts through decisive escalation ownership, executive sponsorship, recovery planning, dependency resolution, and relationship-safe commercial firmness.

• AI-Enabled Delivery & Partner Scale: Standardized AI-based delivery governance, automation-led implementation, service packaging, partner co-delivery motions, managed services, and data-driven expansion signals. Family Caregiving Sabbatical Aug 2024 - Jan 2026 PROFESSIONAL EXPERIENCE

Nava PBC Fremont, CA Jun 2022 – Jun 2024

VP/SVP, Delivery and Professional Services

Led US Professional Services, AI-based delivery operations, and customer experience for SaaS/PaaS/AI platform implementation, data/analytics, embedded technical delivery, enterprise deployments, migrations, integrations, and transformation programs. Served as hands-on executive delivery leader owning PS P&L, scope, margin, utilization, portfolio health, capacity strategy, executive escalations, adoption, AI-enabled governance, partner/co-delivery discipline, managed- services transition, and cross-functional alignment across Sales, Product, Engineering, Customer Success, Support, Renewals, and Finance.

• Owned $35M services P&L and global PS strategy across bookings, revenue, margin, utilization, backlog, forecasting, delivery quality, CSAT, scope control, and change discipline.

• Unified delivery methodology, resourcing routines, utilization governance, quality gates, executive reviews, and escalation paths across consulting, implementation, EM, embedded engineering, and managed services.

• Built and led 70-person global delivery team spanning consulting, implementation, advisory, training, embedded engineering, managed services, premium support, analytics, automation, and post-go-live services.

• Served as senior escalation owner for complex enterprise accounts, taking pressure off individual contributors while resolving scope, dependency, executive alignment, and customer-commitment issues.

• Brought commercial discipline to delivery by validating scope, pricing, SOW quality, delivery readiness, change orders, acceptance criteria, and margin exposure before and during engagements.

• Coached delivery leaders, engagement managers, embedded engineers, strategists, and consultants through operating cadences, standards, accountability routines, succession planning, and productivity goals.

• Established AI-enabled methodologies, governance frameworks, delivery intelligence, KPI dashboards, risk reviews, automation playbooks, training, accelerators, and customer time-to-value standards.

• Influenced organizational design and delivery investment decisions using utilization data, margin trends, implementation feedback, delivery-risk patterns, adoption blockers, and field signals.

• Partnered with Sales/CSM to surface expansion signals from delivery without turning PS into a sales-carrying function, routing opportunities through account owners while protecting delivery trust.

• Governed post-go-live handoffs into managed services with portfolio-health visibility, pricing awareness, service boundaries, adoption tracking, escalation continuity, and renewal/expansion alignment. Outcomes

• Grew bookings from $35M to $40M through services attach, pre-sales delivery authority, PoV discipline, SOW rigor, readiness, and CSAT execution.

• Scaled enterprise/public-sector delivery to 30% of PS volume, expanded into 12 markets, improved on-time delivery to 95%, and advanced platform adoption.

• Raised retention from 65% to 90% by compressing onboarding/training to ~1 week, improving CSAT 25% and NPS 20%.

• Recovered 10+ at-risk accounts through executive sponsorship, escalation governance, recovery planning, commercial reset, and dependency resolution, avoiding $2M in churn exposure.

• Improved executive visibility across bookings, revenue, margin, utilization, backlog, forecast accuracy, delivery metrics, account health, profitability, CSAT, and escalation themes.

• Expanded gross margin from 18% to 38%, contributing $7M through utilization discipline, embedded delivery leverage, partner models, change control, and service packaging. Agilent Technologies Inc. San Jose, CA Apr 2020 – May 2022 Senior Director, Global Delivery and Professional Services Led global Professional Services strategy, AI-based delivery operations, and customer experience for PaaS, AI/ML, advanced analytics, infrastructure modernization, customer support, managed services, and enterprise technology programs. Owned services P&L, delivery margin, utilization, portfolio health, capacity planning, executive escalations, customer adoption, AI- enabled governance, SOW/change-order discipline, and cross-functional alignment across Sales, Product, Engineering, Customer Success, Support, and Finance.

• Owned $28M global Professional Services P&L across bookings, revenue, margin, utilization, backlog, forecasting, delivery quality, profitability, and customer satisfaction.

• Led 90-person global organization spanning consulting, implementation, customer support, customer success, managed services, delivery governance, and enterprise technology delivery.

• Standardized engagement governance, delivery methodology, resource planning, executive dashboards, account- health reporting, KPI reviews, risk forums, utilization controls, and backlog health.

• Partnered with Sales to improve PS attach while enforcing scoping, pricing, SOW, milestone, acceptance-criteria, and change-order discipline.

• Influenced Product/Engineering priorities through customer intelligence, implementation feedback, delivery-risk patterns, adoption blockers, and AI-enabled field insights.

• Built workforce plans, leadership depth, engagement-management routines, accountability standards, continuous- improvement practices, and consistent delivery expectations across regions, teams, and engagements. Outcomes

• Doubled revenue from $28M to $56M while sustaining 88%+ utilization through capacity modeling, staffing governance, demand planning, and executive reviews.

• Reduced project overruns from 31% to 9% through risk-adjusted scoping, change governance, milestone reviews, acceptance criteria, and billing discipline.

• Retained 94% of enterprise customers while PS-attached accounts generated 2.3 higher expansion ARR than non-PS cohorts.

• Improved on-time/on-budget delivery from 90% to 99% through governance cadences, health reviews, KPI dashboards, escalation forums, and QA checkpoints.

• Accelerated time-to-value with AI-based delivery automation, onboarding standards, enablement routines, and accelerators, improving speed 40%, CSAT 20%, churn 10%, and recovery $5M. Guidewire Software Technologies San Mateo, CA Sep 2015 – Mar 2020 Director, Global Delivery

Led global delivery strategy, Professional Services execution, and customer outcomes for a $15M, 50-person organization across implementation, partner delivery, solution consulting, support, success, cloud modernization, data engineering, AI/ML, analytics, BI, and transformation portfolios. Owned delivery governance, capacity planning, customer adoption, executive escalations, partner co-delivery, utilization discipline, and cross-functional alignment with Sales, Product, Engineering, partners, and Customer Success.

• Built scalable delivery models, service packages, resource plans, partner co-delivery motions, implementation standards, and adoption playbooks aligned to growth.

• Partnered with Sales and Product on scoping, implementation readiness, roadmap feedback, delivery-risk themes, expansion planning, and customer success execution.

• Established governance, KPI dashboards, quality standards, executive reviews, escalation paths, utilization discipline, workforce planning, and continuous improvement.

Outcomes

• Increased deployment velocity 35% and utilization 22% through standardized operating models, service packaging, staffing models, resource planning, and reviews.

• Expanded ARR by $20M, improved NRR from 98% to 102%, and scaled repeatable onboarding/implementation for 100 enterprise and SMB customers globally.

Kohl's Digital Milpitas, CA Jan 2012 – Aug 2015 Director, Enterprise Product Delivery

• Directed a $50M modernization, data, analytics, BI, Sales CRM, SAP, web, warehousing, integration, Microsoft 365, Teams, Azure DevOps, and cloud-enabled delivery portfolio, completing global execution six months early.

• Scaled global delivery from 7 to 150 across four continents, building leadership capacity, delivery standards, succession depth, accountability, and repeatable execution models. eBay Inc. / PayPal Senior Manager, Enterprise Delivery San Jose, CA Oct 2008 – Dec 2011 Deloitte LLP Senior Manager Professional Services San Jose, CA Apr 2005 – Sep 2008 Tata Consultancy Services Developer/Team Lead/ Manager/Senior Manager Professional Services Danbury, CT Jul 1994 – Mar 2005

EDUCATION

Bachelor of Engineering, Osmania University, India Jun 1990 – Jun 1994

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