Ankur Sharma

• Manage End-to-End relationship with the Market / Customer including managing service delivery and service
  operations, driving operational and financial governance, transitioning and governing services once contract is signed, Identifying, and driving growth opportunities. Strengthen the Governance process with the GSLs.
• Collaborated closely with product development teams to ensure alignment between client requirements and offerings.
• Lead MSRs with Service Recipients & Steercos with the CTOs and their reportees to review performance metrics and discuss areas for improvement and new opportunities
• Responsible for managing the P/L for two different European Markets with a combined budget of 27 million Euros

Role: As a Tower Lead for EUC I was responsible for the End to end delivery (Account Management) of bouquet of services under the End User Services (EUS) CIS umbrella to one of Germany’s premium household appliances manufacturer with presence across the globe.

• Responsible for the delivery of BAU services and Project implementation while ensuring the KPIs were met underscored by quality and customer satisfaction.
• Strategizing cost optimisation, reviewing tower’s performances against the agreed levels of services, leading the prompt and effective resolution of major incidents and escalations related to commercial and operations.
• Contracted Services included delivery /support of M365, Exchange On-prem/online, SharePoint on-prem/online, Packaging and Deployment, AD, Life cycle Management, Field Services and Automation
• Track revenue generated from service offerings, analyse cost-to-serve metrics, and contribute to financial forecasting and budgeting processes.
• Lead Review meetings with client partners and vendors
• Achievements:
• Strategized and Created the resource optimisation plan and successfully drove the resource costing down by 10% YoY
• Drove cost reduction through Automation: 40% of Service Requests automated for Exchange, AD and Software Deployment tasks, Automation of events and alert resolution (Incidents) for both WPS and DC areas
• Operations (Incident, Problem, Requests and Change) Quality assessment parameters identified and driven to achieve higher customer satisfaction
• • Key activities other then BAU: Driving the Exchange modernisation project which included server upgrades, migration of mailboxes to cloud, Driving the Acceptance to run of the modern workplace (cloud roll out),
• • Owned and drove the creation of the New contract document (SoW) for the cloud services, liaised closely with the internal commercial team and customer POCs during the process
• • Asset Management (EUC Components only): Drove process improvement, documentation and compliance
• • Worked with 3rd party Nexthink to move towards intelligence led and proactive services with the aim of reducing costs and improving quality of service and end user satisfaction
• • Recognised as Star performer by both internally and by client (two separate occasions) in Oct’22

Role: Throughout the 10+ years donned different roles but majorly that of a SDM and an Operations Manager wherein my responsibility was the end to end delivery of contracted Services to a UK based client in the financial services domain (Banking Sector).

• Delivery of Run services for a financial services client (Banking Sector),while ensuring contractual compliance for all Services and Projects in the area of End User Computing.
• Managing a team of skilled professionals from varied technical background and responsible for the delivery of Managed Desktop Services viz. Application Discovery and Packaging, Software Distribution, SOE Management, Vulnerability management and L2 and L3 support to Desktop Users.
• Identify and drive implementation of Service Improvement plans.
• Coordinate and manage client expectations especially at the time of Major Incidents and Major roll outs/Releases.
• Participate and represent the tower in events such as Due Diligence. Provide inputs to the Solution Design teams during bid phase. Work with the prospective clients to identify and assess volumes, estate size and help in resource planning.
• Identify and manage internal trainings for the team members.
• Collaborate with key client stakeholders, internal teams and vendors/third parties and monitoring the pulse and designing improvement plans
• Resource planning and optimisation, periodic resource data reconciliation, Capacity planning
• Driving prompt and effective resolution of major incidents and escalations
• Lead Review meetings with client partners and vendors
• Achievements:
• Successfully reduced cost by £250k p.a. by driving down Service Credits resulting due to failing SLAs.
• Built new processes (Queue manager etc.), implemented new dashboards to ensure effective SLA management
• Key contributor in making changes to the 3rd party onsite support provider and contract. Led to a drastic reduction in downtime of support across 700 branches from 3 days to 1 day. Acknowledged and appreciated by the client
• Drove multiple CSIs to bring the MSR status from Red to Green. CSIs included implementation of effective Incident Management process within all the resolver groups, sharpening the skills matrix within key resolver groups to help build confidence in the client, implementation of effective organisational structure to both manage the teams located offshore as well as provide key contacts to manage client
• Negotiated and implemented Change process related KPIs / SLAs
• Implemented new team on-boarding program, reducing training time from 6 weeks to 4.
• Successfully negotiated modification of SLA parameters detrimental to an effective performance view

• Area of focus: Strategy, Finance and Marketing
• Business Plan Project: Led the group in creation and delivery of the Business Plan Project in the Agritech area, did in-depth research and training on the subject. Conceptualisation of the idea from problem identification to solution proposal, business opportunity along with overall Business Strategy, Marketing Plan and go to market strategy, Financial Analysis and Revenue Projections
• Exposure to real life case studies, Research Data and Projects related to modern day business challenges in areas such as Business Strategy, Marketing (Research, Digital Marketing, Sales and Promotion), Finance, Operations Management. Economics, Business Law, Information Systems, Human Resources and Environmental Governance
• Using management tools such as Breakeven Analysis, Margin of Safety, Payback Period, Business Model Canvas, SWOT Analysis, Application of Data Analytics and Data driven decision making and other management tools in solving real business challenges.