Vikram Jain

• Set up & transformation of new carve-out & restructuring Service Delivery Models (Offshore / Nearshore), including planning, building and integration • Sizing & restructuring of delivery teams and services (Multi Cloud, Digital Workplace, Service Desk, Presales etc.), and ensuring future business continuity with new delivery engines • Collaborating with various Service Lines, including the operational business units, to successfully transform and gear-up for newer delivery models

• Leading a team responsible for overall Service Delivery framework encompassing all Delivery Centres across EU and India • Set-up real and fully measurable SD Performance KPIs, SLAs, & ITSM Standards and other measurements for a real grip on Delivery Quality • Ran multiple Programs across geographies targeted at identifying problem areas and blockers to effective Service Delivery • Executed numerous ‘Smartshoring’ Programs in different EU Lead Regions, with cost savings of hundreds of thousands of €

• Handling IT Data Centre Infrastructure Support Management for one of the largest Financial Sector companies worldwide • Service Delivery in an onsite - offshore model with a 150+ member team spread across 20+ Data Centre Services (Managed OS, Databases, Applications, Storage etc.) • ITIL Principles to deliver Incident Management, Change Management & Problem Management through onsite & offshore delivery teams in a blended model. • Maintaining cultural and professional equations across Europe and Asia

• Among the core group of Project Managers to start the Infrastructure Management Services, with a 100+ FTE project from Germany • Worked to define and implement various Service Delivery parameters such as SLA's, Quality Management, Transition Management, Resource Management and Governance etc. • Leveraged Project Management principles to achieve Business and Operational objectives for the organization and the customers

Successfully transitioned & replicated the Inside Sales business process from Hp Kuala Lumpur Contact Centre to Hp India. • Provided input for the Organizational Change, Operational Procedures, and Business Continuity planning sessions of the project. • Stabilized the process, analyzed it to identify problems, recommended/ implemented solutions and handed over the process to the operations team.

Started the Pilot for the Sales Process for Software & Peripherals division of one of the largest IT HW companies worldwide - a first while the BPO scene in India focused primarily on tech support and captive operations/processes