South Delhi, Delhi, India
ervice Delivery & IT Operations leader with 18+ years of experience delivering and governing large-scale Network (Data & Voice), Unified Communications, Contact Center (Genesys CX) and DevOps-aligned services for global enterprises across banking, pharmaceutical and telecom domains. Currently working as an Associate Manager at Accenture, I lead end-to-end service delivery with strong ownership of SLA/KPI governance, major incident management, service transition, stakeholder engagement and continuous service improvement. I partner closely with engineering, platform and DevOps teams to ensure service stability, operational excellence and customer satisfaction. My experience spans global organisations such as Accenture, British Telecommunications (BT) and HCL, where I have successfully led UC, voice and contact center transformations, UCaaS/CCaaS migrations, and complex infrastructure transitions. I bring deep expertise in ITIL-based service management, vendor coordination, escalation handling and building cross-skilled, high-performing teams. I hold a Post Graduate Program in Management from IMT Ghaziabad and executive certifications including PMP, PRINCE2, ITIL and Azure AI-102. I am passionate about mentoring talent, enabling cross-training, and driving operational maturity through process optimisation and automation-led initiatives. Core strengths include Service Delivery Management, Unified Communications, Genesys Contact Center CX, DevOps Operations Enablement, Stakeholder Management and Executive Reporting. Open to leadership opportunities in Service Delivery, IT Operations and Infrastructure Management where technology excellence and customer-centric delivery drive business outcomes