Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Anubhav Tuknait

Hyderabad

Summary

I'm a strategic, hands-on leader with over 20 years of experience managing global vendors, contracts, sourcing strategies, and support operations. Throughout my career, I’ve built strong, scalable outsourcing partnerships and led cross-functional teams to boost performance, reduce risk, and deliver exceptional customer experiences. I’m passionate about using data and collaboration to drive smarter decisions, streamline operations, and strengthen support functions. Whether managing complex transitions, leading technical support operations, balancing budgets, or planning for what’s next, I stay focused on results without losing sight of people, quality, and customer success.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Director - Global Delivery Partner Support

Salesforce Inc
01.2015 - Current
  • Successfully leading vendor operations across multiple locations (India, EU, and the Philippines), at Salesforce with contract value of over $45M and over 1300 contractors.
  • Collaborated with executive stakeholders across a large, global organization to execute complex strategic and operational initiatives, leading regular business reviews to ensure alignment with organizational goals and objectives.
  • Negotiated multiple contracts valued at $10M to $20M with vendors rendering a variety of services, including IT management, professional services, and customer support.
  • Assess how vendor spend is performing against the budget allocated, and perform an analysis if there is a deviation in the budget.
  • Responsible for developing and implementing strategies to support global delivery partners.
  • Utilized data-driven insights to identify operational gaps and spearheaded the development of innovative solutions in collaboration with vendor sites and business stakeholders, resulting in enhanced efficiency and effectiveness.
  • Achieved 20% cost savings through strategic vendor consolidation across EMEA and APAC
  • Managed and built relationships with third-party vendors, performed negotiations for long-term contracts, and collaborated cross functionally with the program management, finance, and security teams to ensure services met Salesforce standards.
  • Partnered with Legal and Security to implement unified vendor risk assessment framework, improving compliance audit readiness by 50%
  • Drive key performance indicators (KPIs) and lead process improvement initiatives to enhance vendor's peak performance and improve customer experience.
  • Complete ownership of onboarding and offboarding contractors and their access to Salesforce.
  • Reduced vendor onboarding time by 30% by streamlining compliance workflows and training methods

Senior Partner Manager (Sr Service Delivery Leader)

EE Mobile
09.2009 - 07.2014
  • Managed vendor relationships with a combined annual value exceeding £15M, serving as the primary liaison between EE Telecom and offshore partners in India and the Philippines.
  • Led end-to-end vendor operations, ensuring consistent delivery of contractual KPIs in line with SLAs and broader business objectives.
  • Conducted regular performance reviews and in-depth analysis of weekly/monthly reports, collaborating with vendors and internal stakeholders to drive accountability and results.
  • Oversaw governance, risk management, and compliance controls, ensuring full adherence to regulatory and internal standards across all partner sites.
  • Championed continuous improvement initiatives to enhance vendor performance, operational efficiency, and customer experience.
  • Monitored, analyzed, and reported key performance metrics to senior leadership and cross-functional teams for strategic decision-making.

Assistant Vendor Manager (Service Delivery)

AOL Broadband
08.2007 - 06.2009
  • Oversaw outsourced contact center operations for AOL Broadband UK, managing vendor performance and ensuring alignment with business objectives.
  • Drove operational efficiency and service quality through daily collaboration with vendor leadership and ongoing performance metric reviews.
  • Analyzed key service metrics (SLA adherence, ASA, AHT, CSAT, Resolution Rate) to identify trends and improvement opportunities.
    Collaborated closely with Workforce Management on ramp plans, staffing forecasts, and daily service level monitoring (AHT, abandon rates).
  • Ensured vendors met efficiency and budget targets without compromising customer experience standards.
  • Partnered with internal teams to interpret CSAT feedback and lead strategic initiatives to improve customer satisfaction.
  • Supported and managed vendor-related projects and continuous improvement initiatives.
  • Ensured consistent implementation of training and development programs across all vendor sites

Asst. Manager MIS

Vanguard Info Solutions
12.2003 - 06.2007
  • Monitor and report on MIS performance metrics.
  • Develop and maintain management information systems (MIS) to support business operations.
  • Prepare and manage budget, forecast needed head count & Interacting with the offshore customer directly daily.
  • Workforce Management (Roster, shifts, and attendance management for the Operations).

MIS Analyst

Paras Calltec
12.2001 - 11.2003
  • Company Overview: Paras calltec was an international Outbound/Inbound Call Center in Gurgaon.
  • I led KPIs report generation, preparing MIS reports, and weekly dashboards for operation teams.
  • Paras calltec was an international Outbound/Inbound Call Center in Gurgaon.

Education

Bachelor of Arts -

Monad University
01.2011

Software Engineering - undefined

Aptech Learning
01.2001

Skills

  • Salesforce
  • MS Office
  • Google Docs
  • RStudio
  • Coupa
  • SAP Concur
  • SAP Fieldglass
  • Contract negotiation
  • Financial planning

Certification

  • Salesforce Double Star Ranger
  • Salesforce ADM 211—Salesforce Certified Advanced Administrator
  • Salesforce ADM 201—Salesforce Certified Administrator
  • Salesforce AI Associate
  • Salesforce Agentblazer Champion
  • Salesforce Agentblazer Innovator
  • Six Sigma Green Belt Certification
  • Registered COPC Certified Coordinator for CSP Standards Release 4.2a

Timeline

Director - Global Delivery Partner Support

Salesforce Inc
01.2015 - Current

Senior Partner Manager (Sr Service Delivery Leader)

EE Mobile
09.2009 - 07.2014

Assistant Vendor Manager (Service Delivery)

AOL Broadband
08.2007 - 06.2009

Asst. Manager MIS

Vanguard Info Solutions
12.2003 - 06.2007

MIS Analyst

Paras Calltec
12.2001 - 11.2003

Software Engineering - undefined

Aptech Learning

Bachelor of Arts -

Monad University

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Anubhav Tuknait