ANKIT JAIN
Service Delivery
Noida
Summary
A highly energetic, self-motivated, and dynamic customer-focused delivery leader with extensive experience leading globally distributed teams to meet diverse client needs globally. Recognized for delivering results through strategic planning, strong leadership, and a commitment to excellence. EXECUTIVE SUMMARY Technology Evangelist offers over Two-Decades of experience in IT Infrastructure Management, Global delivery, P&L ,Digital Workplace, System & Network Management, Vendor Management, IT/IS Audit, People Management, Information Security, ITIL, & Data Centre Operations. Strong management skills- A results-driven professional with a proven ability to deliver medium to large-scale engagements for diverse clients Focused on ensuring maximum productivity, I bring a customer-centric approach and a talent for building a global workforce to deliver outstanding services while consistently exceeding client expectations. Critical client/stakeholder management expertise- Orchestrated successful onshore-offshore delivery models by leveraging technical and financial expertise to build trust and maintain strong communication with client executives and their teams. A true people manager - transforming people and not just the technology. Proven expertise as a planner, strategist, and implementer in IT infrastructure solutions, consulting, and multi-unit IT infrastructure setup and management. Demonstrated success in delivering scalable, efficient, and innovative technology solutions aligned with organizational goals. Strategic professional with a proven track record in streamlining business processes, breaking down complex problems, and delivering simplified, unify cross-functional teams through effective collaboration. In-depth knowledge in Remote Infrastructure Management, Information Security, IT Communication, and Maintenance in multi-platform environments; relevant exposure to various Digital Workplace and data centre technologies. An effective communicator with excellent relationship-building & interpersonal skills, problem-solving & organizational abilities. Known for providing first-rate support to IT operations and the ability to deliver under high work pressure.
Overview
22
22
years of professional experience
5
5
Certifications
2
2
Languages
Work History
Director and Global Head of Infrastructure Delivery
Stefanini India Private Limited Ltd
Noida
08.2023 - Current
- Working as Director and Global Head of Infrastructure Delivery catering to 35+ Clients from medium to large scale spread across North America/APAC region
- 1000+ technologists supporting Data centre, Cloud, Digital workplace, and Information security across multiple industry groups
- P&L ownership ~ $50M+ annually, TCV ~ $200 M
- Ensure defect-free on-time delivery, validate estimates & budgets, staffing, mitigate risks, and tailor delivery methodologies to suit different engagement types
- Working with the Pre-sales team for RFP response, solutions, and validating efforts to ensure the right value proposition both for our prospective Clients and Organization
- Collaborate with executive leadership to understand business requirements and translate them into IT service delivery strategies
- Led a couple of people development programs which have helped not only bridge the skill gaps but has improved employee motivation and overall satisfaction
- Foster a culture of collaboration, innovation, and continuous improvement within the team
- Re-structured and revamped the existing delivery structure, which has improved the collaboration among the teams and customer-centricity
- Define roles and responsibilities, set performance expectations, and provide leadership and guidance to team members
- Ensure the consistent high-quality IT services and support across the organization
- Responsible for YoY productivity gain with the help of automation & Innovation
- Serving as the single point of contact for managing escalations, ensuring swift resolution and exceptional stakeholder satisfaction
- Driving cross-sell and up-sell opportunities to expand business value with existing customers while fostering long-term partnerships
- Zero escalation/ Zero surprise delivery program has drastically reduced the executive escalations in the last (2) months and helped move from a reactive to a proactive delivery maturity model
- Automation and innovation champion program - Hand-picked a few resources across different skills to identify the opportunity for automation and have reduced 15-20 % repetitive incidents/tasks fully automated
- SWAT- Group of technical specialists to help restore the services as quickly as possible in the event of MIM/P1 and same has been very well acknowledged by the Customers/ Executive leadership team
- Negative margin campaign - Working closely with SDMs and Finance helping them improve the overall margins- Revenue leakage, Right resource mix, Farming the new business, Project work, etc
- L&D - I have been shouldering multiple learning & development programs to ensure our workforce stays ahead of the game
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
Global Head of Infrastructure Delivery
HCLTech (formerly HCL Technologies Limited) Ltd
Noida
05.2019 - 07.2023
- Working as Global Head of Infrastructure Delivery (DWP) catering to 80+ Clients from medium to large scale spread across the world (Other than the United States)
- Led a large technology workforce of 4000+ technologists supporting various industry groups within the Digital workplace space (Workplace Engineering -Client lifecycle management, Image Management, AD, Virtualization, Patch Management, Software Distribution, Application Packaging, MDM
- Unified Communication & collaboration- M365 Network Voice, IPT.)
- P&L ownership ~ $100M+ annually, TCV ~ $500 M
- Management includes taking part in, planning, forecasting, training, and operational efficiency toward resource utilization, revenue generation, and gross profit objectives
- Resource up-skilling- Have been driving resource up-skilling programs which not only have reduced the dependency on external hiring but also helped increase the employee's motivation, hence lowering the attrition
- Ensure defect-free on-time delivery, validate estimates & budgets, staffing, mitigate risks, and tailor delivery methodologies to suit different engagement types within ROW
- Working with the Pre-sales team for RFP's response, ensuring the right knowledge transitioned to the BAU\delivery Team
- Promoted a shared service model across infrastructure services that helped reduce lateral hiring by ~15%
- Hired 1000+ college graduates in FY 22-23 and trained in various technologies to reduce the ARC
- Focused hiring drives to attract talent from the market
- Also, owning multiple-people engagement programs globally ensures the workforce has the right visibility to the Organization's short/long-term goals so employees are better aligned with future business and technology roadmap
- Responsible for setting up new delivery canters within/outside India
- Local market analysis, hiring the best talent, and building competency
- Owning the internal training and L&D functions to ensure resources are rightly equipped to manage the current and future technology shifts
- Responsible for productivity gain YoY with the help of automation and innovation
- Owning end-to-end contractual obligations, e.g., SLAs, KPIs, penalties, service credits, etc
- Dedicated team to manage the new business and better deal with initial teething issues during/post-go-live
- Devising and implementing strategies aimed at enhancing operational efficiency, implementing new processes, and streamlining existing ones to achieve cost effectiveness/work efficiency
- Technology boot camps have been conducted to ensure resources have good insight into OEM's technology roadmap and the same has been discussed
- Taking part in monthly and quarterly board reviews with client for overall performance reviews and aligning with their business and technology roadmap
- Have reduced the ARC (average resource cost) by 10% with the help of pyramid refresh and resource optimization as a result overall margin has increased by 4-5%
- NN taskforce - This teams ensure flawless Go-live experience and helps win customer confidence
- SWAT- Technical specialist to help restore the services as quickly as possible in the event of MIM/P1 and that has been well senior leadership has well acknowledged
- Set up an automation factory and have reduced ~35 repetitive incidents and tasks as a result end-user experience enhanced and improved CSAT/NPS
- Set up the robust shared factory model to promote the sharing culture across the board and have been very well received by the senior leadership
- Technology boot camps to ensure our workforce is ahead of technology shifts and in line with OEM's technology roadmap
- In-house training engine to ensure employees are cross-skilled/up-skilled to ensure we manage our customers better and help them stay ahead in the game
- Have initiated a couple of employees engagement programs in result motivated employees bringing their best to the Client and reduced attrition by 8-10%
- Within a year of joining, moved into a global role and have been managing the largest portfolio of services within the digital workplace (DWP)
- Being L4 business head, led the major change and was able to form a truly global high-performing technology workforce from the scattered delivery organization
Client Delivery Leadership- AVP IT
Accenture Technology India Private Ltd
Gurugram
12.2015 - 05.2019
- Handling multiple US clients under shared services
- Ensure defect-free on-time delivery, validate estimates & budgets, staffing, mitigate risks, and tailor delivery methodologies to suit different engagement types
- Managing a large pool of 200 + L2 and L3 resources supporting various industries group clients e.g
- Telecom, Resources across different regions of the US which help generate USD 130 million in revenue
- Managing 24x7 end-to-end infrastructure operations, that include End-user computing, Service Desk, Messaging, SharePoint, Security, Remote Desk Support, and Data Centre operations
- Responsible for Customer C-SAT\D-SAT and P&L
- Ensure Client relationship relationships with the client's key stakeholders
- Managed and met 100 % SLAs and ensured profit margin targets YoY
- Point of escalation for all technical/Delivery issues assuring appropriate response within timelines
- Sets goals, ensures that they are met, and is responsible for continuous process improvement
- Identify project barriers/constraints/risks and provide recommendations to mitigate and plans for contingencies
- Expertise in program management across large global entities; actively share knowledge as needed
- Provide mentorship to project teams, including training and direction as needed and Capable of collaborating, and leading across distributed organizations
- Working with Clients and senior leadership for Up-sell and Cross-sell opportunities
- Responsible for automation, and innovation initiatives to achieve yearly targets in terms of Incident/SR's/CR's automation
- Have reduced the payroll cost by 10% with the help of Pyramid refresh
- With the help of automation and analytics, improved the overall margin by 12% in FY19
- Drive towards reducing the DNP (Direct non-payroll cost) by 18%
- Successfully ran a few employee engagement programs in results motivated employees bringing their best to the Client and reduced attrition by 12%
- Won the Client's confidence in a few months and managed end-to-end delivery on my own
- With the help of strong relationships and trust, I could achieve the cross/up-sale targets as well
Systems Integration Manager II
Dell International Services Private Ltd.
02.2013 - 12.2015
Senior Manager IT
PMG Outsource Private Ltd.
06.2011 - 01.2013
- Company Overview: (A Horizon Group Company)
- (A Horizon Group Company)
Manager IT
Elcome Technologies (P)Ltd.
01.2006 - 05.2011
- Company Overview: (Subsidiary of Hexagon Corporation AB, Sweden)
- (Subsidiary of Hexagon Corporation AB, Sweden)
Sr. System Administrator
Tarana Computer Systems (P) Ltd
04.2003 - 01.2006
Education
Masters - Information Technology
Sikkim Manipal University
Ghaziabad03.2010
Commerce
CCS University
Meerut, UP04.2003
Matriculation - Accounting And Finance
UP Board
Ghaziabad04.2000
High School - Business Analytics
UP Board
Ghaziabad04.1998
Skills
Problem-solving
Project management
Operations management
Team management
People management
Decision-making
Strategic planning
Strategies and goals
Budget control
Websites
Certification
ISO 27001 (ISMS)
Visa
- US, B1, 07/28
- Philippines, 03/25
Timeline
Director and Global Head of Infrastructure Delivery
Stefanini India Private Limited Ltd
08.2023 - Current
Global Head of Infrastructure Delivery
HCLTech (formerly HCL Technologies Limited) Ltd
05.2019 - 07.2023
Client Delivery Leadership- AVP IT
Accenture Technology India Private Ltd
12.2015 - 05.2019
Systems Integration Manager II
Dell International Services Private Ltd.
02.2013 - 12.2015
Senior Manager IT
PMG Outsource Private Ltd.
06.2011 - 01.2013
Manager IT
Elcome Technologies (P)Ltd.
01.2006 - 05.2011
Sr. System Administrator
Tarana Computer Systems (P) Ltd
04.2003 - 01.2006
Masters - Information Technology
Sikkim Manipal University
Commerce
CCS University
Matriculation - Accounting And Finance
UP Board
High School - Business Analytics
UP Board
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