Abhishek Kapoor

• Developed and implemented policies, procedures, training and development for network resource administration, appropriate use and disaster recovery.
• Developed clear specifications for project plans using customer requirements.
• Made recommendations and performed upgrades, assisting businesses in technology planning aligned with growth projections.
• Contributed to project cost estimates and budgets based on assessment of client needs.
• Created service level agreement for IT operational functions and help desk operations.

• Global contracts and delivery management of IT services across EMEAI, AP, NA & LA and local delivery / service centres.

• Analyzed, forecasted, and managed financial budgets exceeding 28$MM, ensuring services were delivered within time and budget across service lines.

• Prioritized customer centricity as the core corporate objective developing a service delivery strategy, roadmaps, and multigenerational plans for digital transformation.

• Developed Mumbai centre capabilities and managed hiring across technologies and service lines. Enhanced current university relationships while introducing new ones, increasing and attracting talent pool availability.

• Achieved cost savings of 16% through driving adoption of automation, Lean, Agile and AI across our delivery teams resulting in optimum head count, reduced TAT, Agile and Lean work processes.

• Periodic RFI’s exercise conducted across solutions / models to optimize cost and ensure vendor services remain relevant.

• Ideated & executed skill mapping/gap assessments for IT service portfolio, resulting in EDP’s and succession plans revisions across roles & levels until 2026.

• Managed onshore and offshore team. of contractors including 6 Delivery leads, 11 Team Leads, 4 Global

• Developed strategic plans and roadmaps for IT Service Transformation, creating an ecosystem aligned with corporate objectives
• Co-authored whitepaper “'Transforming IT Services Operations,' guiding IT project selection, facilitating the delivery of next-gen solutions, and optimizing IT assets, tools, and services.
• Achieved an annual cost reduction of 21%, while boosting IT maturity scores to 4.2/5, through adoption of managed services with Lean, Agile, and cutting-edge industry solutions.
• Improved delivery efficiency by 20% in a multi-vendor model through strategic right-shoring, effective SLM, SLA management, and eliminating obsolete technologies/processes.

• Formed team and developed strategy for all 6 ERGs for India Promoting and advancing DE&I initiatives.
• Leading team of 18 highly motivated Site Implementation Leaders across the country.
• Developed structure and operating model. Driving internal and external engagements improving employee experience.
• Engaged Business / Function leaders as sponsors driving D&I policies and behavior across levels in the organization.
• Aligned each ERG charter to corporate objectives and employee voice measurements.
• Analyze and track data, thus improved employee survey results to be amongst the best in EMEAI last year. Collaborating with HR, Legal integrating aspects of Hiring, Talent Mgmt,
• Performance and Employee Development. Won multiple awards through years IWEI, Avtaar, Great Place to work and more.

• Managed platform services across vendors and geographies.
• Developed strategy and service roadmaps based on current offerings, technology, and future business needs at capability centres.
• Successful service delivery and compliance across vendors/geographies year after year.
• Owned and led service budgets & contract management, along with the revised scope of work from time to time. Ensured cot target and SLAs, KPI, Road maps…
• Led global asset consolidation program impacting 70+ sites across the globe and resulting in $MM savings (18%) while making owning assets and transfer much easier.

• Chair of Employee Resource Group (LGBTQ) - Europe, Middle East, Africa & India.
• Developed strategy for all Employee resource groups. Created and led the team of 23 highly motivated site implementation leaders across the region.
• Developed structure and operating model, implemented for successful execution of change.
• Collaborated with HR, Sourcing, Legal to incorporate changes end ot end promoting DI&E initiatives.
• Developing training materials and providing periodic training and education to employees, leaders and stakeholders.
• Driving adoption, internal and external awareness, and education, enhancing employee and customer experience.
• Led first ever virtual parade with approx. 380 participants from across the globe.

• Partner Project Manager to Vendors for Critical IT deliveries. Transformational project and End to End implementation.
• Consolidation of service delivery centres for the ITIL framework led to a leaner operating model and faster adoption of practices and procedures while delivering optimized costs of operations.
• Vendor management, support delivery and contract management via adopting different service models across vendors globally.
• IT People Leader for global resources, driving EDP discussion and performance management– (Global resources management) IT Functional Leader, establishing mission and vision for the function in alignment with CIO objectives for short/medium term – (Global functions delivery)

IT Strategy

IT ERP Strategy

ITSM

IT Sourcing / Services