AMIT SINGH
General Manager - HCL Technologies
Lucknow,UP
Summary
Piloting beneficial business change, across-the-board results, and profitable growth through bold, inspirational leadership.
Inspiring leader with a talent for rallying a team around a vision, encouraging stretch-thinking, and creating a sense of intense urgency and focus that leads to breakthrough results. Thrive in challenging and ambiguous environments that require calculated risk-taking. Broad global mindset and international business experience.
Overview
19
19
years of professional experience
3
3
Certifications
Work History
General Manager (Offshore Delivery Director)
HCL Technologies
08.2022 - Current
- Managing multiple accounts in Life Sciences and Healthcare for HCL.
- Responsible for overall Service Delivery for Service Desk, User Provisioning, Telecom, Citrix, Active Directory, SCCM, Virtual Devices, Field Services and Projects.
- Formulated policies and procedures to streamline operations.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitoring financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Manage budget implementations, employee reviews, training, schedules, and contract negotiations.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Developed and maintained relationships with customers and suppliers through account development.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
Director of Service Delivery
NTT DATA Global Delivery Services
7 2018 - 08.2022
- 10M Cost saving through initiatives
- Handling 11 Countries 16+yrs of Exp. 99% CSAT 100% STR
- Largest team team size 600+ $50 Million APJ P&L
- Piloting beneficial business change, across-the-board results, and profitable growth through bold, inspirational leadership
- Thrive in challenging and ambiguous environments that require calculated risk-taking
- Broad global mindset and international business experience.
- Collaborated closely with sales teams to develop customized proposals for potential clients, showcasing the organization''s expertise in delivering exceptional results.
- Led successful client onboarding projects, ensuring seamless transition and integration into existing service delivery models.
APAC Regional Operation Manager
NTT DATA formerly Dell Services
01.2017 - 06.2018
- Worked as APAC Regional Operations Manager leading delivery team for 11 countries spread across Asia pacific and Japan on behalf of NTT DATA
- Responsible for Managing internal and external C level executives
- Responsible for delivering Infrastructure (Smart hands) Service to a reputed BFSI client.
- Responsible for delivering Data Center services and overseeing the operations of client Data Center
- Chaired regional Governance monthly meetings
- Transitioned the project from Transition state to Steady state over a period 11 months
- Experience with global hiring and employee policies across the region
- Responsible for managing regional SLA's, Governance, KPI's, and reporting.
- Responsible for $85 M APAC P&L for the company
- Contributed to growth of the account from $8M to current $50M
- Responsible for Transformation and improvement in Services along with seeking new business opportunities.
- Responsible for handling Regional Escalations and Operations.
- Proven track record of Stakeholder and Vendor Management
- Responsible for Contract Negotiation, MSA and SOW documentation
- Working and leading a team of 650+ people including SDM's, L1 & L2 Engineers spread across APAC.
- Governance framework implementation and Risk Mitigation
- Proven track record of BCP management and planning as per agreed guidelines.
- Controlled costs to keep business operating within budget and increase profits.
Service Delivery Lead
Dell Services
10.2014 - 01.2017
- Worked as a Service Delivery lead for India for a BFSI giant on behalf of NTTDATA
- Have brought the process from transition to steady state.
- Responsible for managing SLA's, KPI's and reporting.
- Taken the initiative of driving the SLA and FCR for the country
- Company has not missed on any SLA parameters till date.
- As a stretch assignment taken the responsibility of Backup country SDM
- Cost saving for company and client for more than 300K $ by initiatives like ticket reduction, innovation etc.
- Designated COB country SPOC
- Responsible for Managing P&L and Vendors for India
- Leading a team of 30+ engineers including remote resources
- Increased FCR from 86% to 92%
- Served as the primary point of contact for clients, addressing concerns promptly and professionally.
- Achieved high levels of customer satisfaction by consistently exceeding performance targets across multiple projects.
- Oversaw 100% compliance of meeting SLA's and KPI's
- Reduced support costs by developing new workflows and support processes
- Responsible for representing the country and presenting the data to the global clients.
- Experience in BCP which is used as a benchmark for entire APAC
- Helped company in getting more business by adding additional site and projects in the contract.
- Led cross-functional teams to deliver complex projects on time and within budget constraints.
Global Service Desk Operations Manager
Dell Services
8 2013 - 10.2014
- Leading a Service Desk team of 40+ members delivering 24X7 support to more than 75000 customers worldwide working for a major hospitality industry giant.
- Providing guidance and support to the team in achieving and surpassing service level agreements.
- Ensured that the account has never missed any service level agreement since inception.
- Managing Hiring and operations cost.
- Led the account through several service improvement projects involving substantial cost benefit to company.
- Responsible for creating business critical reports related to SLA's (Telecom, CSAT etc.)
- Cost saving of more than 100K $ on account of CSI activities
- Developed and implemented business strategies to achieve business goals and stay competitive.
Technical Training Analyst
Dell International Services
01.2011 - 07.2013
- Responsible for conducting process training for New Hires.
- Developed the L2 Academy Content for FY13.
- Developed the India Technical Support new hire content.
- Created the CHITS website to reduce AHT for the new hires.
- Single handedly converted the entire Chat Floor to Early Life Support.
- Transitioned India Tech Support Business to Mohali
- Developed innovative e-learning modules that facilitated remote access to technical training resources, expanding learning opportunities for employees while reducing travel costs.
- Enhanced trainee understanding by incorporating real-world examples and hands-on activities in technical training sessions.
- Ensured consistent delivery of high-quality technical training content across multiple locations through meticulous review of course materials and instructor performance evaluations.
Advanced Resolution Expert
Dell International Services
08.2008 - 12.2010
- Responsible for providing excellent customer service to dell customers.
- Average stacks ranking top 25%.
- Supporting the team as a backup Lead or Manager.
- Moved as a Virtual Training Faculty in OCT 2011.
- Managed a high volume of cases, effectively prioritizing tasks to ensure timely resolutions.
- Championed the implementation of feedback-driven improvements within the company''s products/services offerings based on insights gathered from resolved cases, ultimately increasing product usability and reducing future complaint volumes.
- Improved customer satisfaction by efficiently resolving disputes and addressing concerns.
- Collaborated with cross-functional teams to develop strategies for improving overall service quality.
- Utilized analytical skills to identify patterns in customer complaints, recommending targeted improvements to address underlying issues systematically.
- Maintained detailed records of case histories, enabling efficient tracking of recurring issues and trends for proactive management.
- Presented reports highlighted proposed changes regarding performance and efficiency enhancement.
Technical Support Expert
Dell International Services
03.2007 - 08.2008
- Responsible for taking inbound calls and providing technical support to customers.
- Average stacks ranking top 25%.
- Maintained consistent performance throughout by delivering an average CE of 95% and average XPR of 98%.
Technical Support Associate
Genpact
10.2005 - 01.2007
- Communicated effectively with non-technical customers, translating complex concepts into easily understandable language.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing effective solutions.
- Managed challenging customer situations with professionalism, demonstrating empathy while maintaining focus on finding solutions.
- Provided timely responses to customer inquiries, ensuring a high level of client satisfaction and retention.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Contributed to a positive work environment by consistently exhibiting a strong work ethic and dedication to customer satisfaction.
Education
High School -
City Montessori School
Intermediate - undefined
City Montessori School
BCA - undefined
William Carrey University
Skills
Team Leadership
undefinedCertification
O Level, UPTU, DOEACC, A+, 2001
Accomplishments
- $10M Cost saving through initiatives
- Handling 11 Countries
- 16+yrs of Exp.
- 99% CSAT
- 100% STR
- Largest team size 600+
- $50 Million APJ P&L
Careerataglance
General Manager at HCL Technologies managing multiple healthcare account including one of the largest chain of hospitals in USA. Seasoned leader with expertise in operational efficiency and client satisfaction.
Delivery Director, NTT DATA Global Delivery Services, Managing EUC, Data Center and Smart hands Support for multiple Manufacturing clients in India, Managing a NOC center for an Italian alternate energy giant in India, supporting NOC operations for platforms like IOT and bigdata, Directly accountable for 30+ locations, 200+ resources and $1M P&L., History of continues account renewals, strong governance, and delivery management, Consistently delivered green contractual obligations, Managing Client relationship across C suite, Added $200K in revenue by securing additional business over a period of 12 months, Innovation provided to client in the form of MDT tool to reduce asset turnaround time by 50% and zero touch effort, Service Improvement ideas for improvement in CSAT and ticket reduction, Consistent service delivery with zero escalations in the past several years., Additional responsibility includes Presales, incremental revenue generation, consulting, responding to RFP
Accolades
- 2010, Bronze Award, Excellent Customer Service
- 2012, Excellence Award, Contribution to Training Team
- 2013, Excellence Award, Contribution to Training Team
- 2013, Bronze Award, Outstanding Performance
Timeline
General Manager (Offshore Delivery Director)
HCL Technologies
08.2022 - Current
APAC Regional Operation Manager
NTT DATA formerly Dell Services
01.2017 - 06.2018
Service Delivery Lead
Dell Services
10.2014 - 01.2017
Technical Training Analyst
Dell International Services
01.2011 - 07.2013
Advanced Resolution Expert
Dell International Services
08.2008 - 12.2010
Technical Support Expert
Dell International Services
03.2007 - 08.2008
Technical Support Associate
Genpact
10.2005 - 01.2007
Director of Service Delivery
NTT DATA Global Delivery Services
7 2018 - 08.2022
Global Service Desk Operations Manager
Dell Services
8 2013 - 10.2014
High School -
City Montessori School
Intermediate - undefined
City Montessori School
BCA - undefined
William Carrey University
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