Arjun Kumar
Pune,MH
Summary
Dedicated and accomplished Program and Project Management professional with over 17 years of experience in the Hospitality IT Industry. PMP and SCRUM (CSM) certified with a proven track record of successfully coordinating and executing multiple concurrent client projects. Adept at leading cross-functional teams, managing priorities, and mitigating risks to ensure on-time, on-budget, and high-quality project delivery. Strong knowledge of Opera PMS and Simphony POS. Drawing from my extensive background in the hospitality sector, I am focused on providing customer-centric service. Seeking a challenging leadership position in a dynamic environment that values innovation and strategic thinking.
Overview
20
20
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Delivery Manager
ITC Infotech
10.2023 - Current
- Accountable for delivery and project management for a major hospitality client, overseeing Opera Cloud PMS rollout, channel manager, third-party integrations, and central reservations.
- Implemented automation solutions using UiPath for repetitive operational tasks, resulting in a 20% reduction in manual effort, and improved process efficiency.
- Directed end-to-end delivery of multiple application development and maintenance programs, ensuring adherence to scope, budget, and timelines.
- Currently leading global teams responsible for: Opera Cloud PMS rollout across multiple properties worldwide. Data uploads to major distribution channels (CRS, GDS, and OTA integrations). Central PMS maintenance and operations support for a leading international hospitality group.
- Prepared and managed RFPs for both existing engagements and new business opportunities, contributing to account growth and client retention.
- Achieved annual 48% GOM targets, ensuring high-quality service delivery and operational excellence.
- Drove consistent year-on-year growth, maintaining strong performance including utilization (≥85%), CSAT (>4.5/5), and Net Profit Score (NPS) (4.6/5).
- Leading a 26-member global team comprising specialists in PMS, Distribution, Server Maintenance, Property Rollouts, and Database Administration (DBA).
- Upskilled 40% of the workforce through targeted cross-technology training, developing a versatile resource pool capable of managing multi-domain activities.
- Accountable for performance management, including appraisals, motivation, retention, and maintaining a high team morale with minimal attrition (
- Championed quality and operational excellence, ensuring compliance with SLAs (>90%) and minimum escalations on key client accounts.
Operations Director
FCS Solutions
11.2022 - 10.2023
- As the Head of Global Operations, I lead a global team across diverse time zones. They are engaged in various roles such as Consulting, Project Management, Customer Support, Training, and Cloud and Security.
- Provided strategic leadership to global project teams responsible for end-to-end
- Oversaw portfolio management activities, conducting periodic reviews and providing updates to the Higher Management.
- Managed and mitigated risks during project delivery, serving as the final level escalation point for delivery-related issues.
- Identified and assigned proficient project managers to client engagements, ensuring seamless management of project activities.
- Orchestrated budget planning, resource allocation, and coordination of project activities to meet strategic business goals.
- Delivered accurate revenue forecasts on a monthly, quarterly, and annual basis, consistently meeting or exceeding targets.
- Managing Global Support Centres in Various Geographical Locations, which are providing 24x7 support to the customers around the world.
- Enhancing operational processes by implementing automation, business intelligence, and analytics.
- Managing the delivery of training for the software solutions and ensuring effective customer training & product training for the internal resources.
- Leading ISO27001 certification (ISMS Security) project.
- Key Achievements:
- Successfully onboarded over 150 customer sites within 9 months for the company's SaaS solutions, FCS1.
- Established a remote project team in India for project delivery & for support centre resulting in cost savings of up to USD 100,000 per year.
- Reduced project turnaround time to 30 days through the utilization of the remote team.
- Monitored budget and utilized operational resources.
Senior Consulting Manager
Oracle Corporation
03.2016 - 10.2022
- Successfully led and managed a delivery team across Southeast Asia, driving consultant motivation and excellence in implementation services. Achieved a notable increase in overall customer satisfaction, raising the metric to 95%.
- Skillfully leveraged resources for effective program management of projects within the Southeast Asia region, including the preparation of accurate estimation & consulting project revenue forecasts.
- Proficiently managed multiple SaaS initiatives, guiding customers through seamless transitions from on-premise solutions to Cloud-based Solution like Opera Cloud & Simphony POS.
- Resolved conflicts and issues, mitigating overall project risks and enhancing stakeholder satisfaction.
- Mentored staff in project delivery, product knowledge and best practices, contributing valuable insights to knowledge management repositories.
- Installed, Configured and customized On-premise OPERA PMS V5.6, OPERA Cloud & Simphony POS to align with specific property needs, enhancing operational efficiency and guest satisfaction.
- Led and assisted in seamless integration of Opera PMS with POS, CRS, Spa Software, and other hospitality systems using Rest API, HTNG, OXI, OWS & other technologies.
- Recruited, nurtured, and guided a group of implementation consultants and project management professionals, cultivating an environment conducive to both individual and collective advancement.
- Engaged with clients at the executive level, building and maintaining strong relationships.
- Identified cross-selling and upselling opportunities for additional services, contributing to revenue growth.
- Collaborated with third-party vendors to log and manage support cases, ensuring timely and effective issue resolution.
- Successfully collaborated with Oracle consulting partners and contractors, exhibiting strong partnership and stakeholder management capabilities.
Operations Manager
Micros-Fidelio Singapore
02.2014 - 01.2016
- Handled day-to-day Operation in office & team of 12, leveraged monthly performance reviews and reevaluate processes.
- Managed budget with a smart mindset to align resources with the goals of businesses, prepared Sales pipeline & forecast & provide to management.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Collected, analyzed, evaluated and reported data to track sales performance and metrics such as sales Pipeline Data, Quota Performance, Accurate Headcount Reporting, Bookings Performance, etc.
- Analyzed sales performance data, interpreted overall results of sales.
- Coordinated, with sales management, the complete sales reporting and forecasting process for all global sales channels.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Managed Opera PMS, Simphony POS & MC implementation projects in South East Asia.
Sr Implementation Consultant
Micros-Fidelio India
03.2010 - 01.2014
- Provided technical, business consulting and product expertise to customers enabling comprehensive solution to be delivered to the customers
- Installed Oracle/MSQL Database and Micros HMS 9700, RES 3700 & Simphony & Opera PMS Application, Upgraded Databases, Application and Maintenance Release Packages.
- Gathered & defined business requirements, providing inputs gathered from customers, prospects and implementation engineers for project road map.
- Facilitated technical discussions, white boarding for project integrations and technical solutions from one to many technical applications.
- Determined the scope of the implementation technology solution and the resources required to successfully complete.
- Developed client requirements specifications for integrations, product extension and enhancements.
- Produced requirements specifications for the product management and engineering teams clearly articulating end-state requirements to meet customer expectations.
Banquet Captain / Executive
The Chancery Pavilion Hotel, Bengaluru
08.2005 - 08.2006
- Maintained clear communication channels between all departments involved in banquets, contributing to successful event outcomes.
- Maintained accurate records of event details, client communications, and financial transactions to ensure seamless organization and execution.
- Ensured timely preparation of function spaces according to client specifications, providing them a hassle-free experience on their special day.
- Collaborated with culinary teams to design customized menus, meeting the specific needs of clients and guests.
- Addressed and resolved guest concerns promptly, maintaining high levels of customer satisfaction.
Education
Bachelor of Science - Hospitality & Hotel Management
Institute of Hotel Management
Kolkata, India06.2005
Skills
Certified project management professional (PMP®)
Certification
Project Management Professional (PMP) Project Management Institute (PMI) August 2023
Interests
Reading, Travelling
Timeline
Delivery Manager
ITC Infotech
10.2023 - Current
Operations Director
FCS Solutions
11.2022 - 10.2023
Senior Consulting Manager
Oracle Corporation
03.2016 - 10.2022
Operations Manager
Micros-Fidelio Singapore
02.2014 - 01.2016
Sr Implementation Consultant
Micros-Fidelio India
03.2010 - 01.2014
Banquet Captain / Executive
The Chancery Pavilion Hotel, Bengaluru
08.2005 - 08.2006
Bachelor of Science - Hospitality & Hotel Management
Institute of Hotel Management