ASHISH KUMAR
Noida
Summary
Experienced Global IT Leader with 17+ years in IT Service Delivery, Software Development, IT Business Transformation & Managed Services.
Currently serving as India Orchestration Digital IT Delivery & COE Head at Genpact.
Skilled in driving digital transformation and aligning technology with business objectives to enhance customer success, managing complex Application Management Services, and overseeing large-scale SDLC projects.
Deep technical expertise across platforms such as SAP, Azure, .NET, Java, Appian, and ServiceNow, paired with a successful track record in client relationship management and portfolio growth.
Recognized for pioneering innovative services that fuel market expansion and create multi-million-dollar opportunities, alongside a strong foundation in P&L management, revenue optimization, and profitability enhancement.
An adaptable and culturally aware leader, building high-performing global teams and ensuring operational excellence through optimized SLAs and KPIs.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Assistant Vice President - India Digital IT Head & COE Leader
Genpact India Pvt. Ltd.
Noida
11.2021 - Current
- Leadership in Digital Transformation: Led the India Competency Center for Genpact Digital Transformation services, overseeing multi-platform SAAS solutions and BPM applications, driving innovation across enterprise technology landscapes.
- Strategic Customer Management: Successfully managed a portfolio of 100+ global customers, focusing on strategic account management, retention, and growth. Designed and executed customer-focused strategies to enhance satisfaction and long-term engagement.
- Global Team Management: Directed a team of over 500 multi-disciplinary professionals across regions specialising in Azure, ServiceNow, Appian, and SAP technologies, ensuring effective collaboration, resource optimisation, and high-quality delivery.
- Financial Management: Oversaw a $50M P&L, achieving financial goals through strategic revenue growth and cost optimisation initiatives. Developed and implemented financial frameworks to maximize profitability.
- Application Development & Support: Led end-to-end application lifecycle management for Azure and ServiceNow environments, ensuring quality, efficiency, and adherence to timelines for development, QA, and support for Fortune 500 clients.
- Cloud Infrastructure Expertise: Managed comprehensive cloud and infrastructure support services for global clients, maintaining high performance and reliability across all Azure-based applications.
- IT Service Excellence: Implemented ITIL principles across incident, problem, event, and major incident management, enhancing SLAs, KPIs, and operational efficiencies within service delivery processes.
- People and Workforce Development: Spearheaded talent acquisition, workforce planning, and career development initiatives to build a highly skilled, motivated, and diverse technology team.
- Stakeholder Collaboration: Engaged with senior leadership to drive process improvements, contribute to business and technology strategy, and align core capabilities with emerging technological trends.
- Transformation & Governance: Led transformation projects and governance initiatives, establishing technology standards, policies, and best practices aligned with ITIL frameworks to support business goals.
- Commercial & Program Management: Directed commercial strategy for new Managed Service Provider (MSP) deals and delivered large-scale programs focused on technology transformation, achieving impactful business outcomes.
- Budgeting & Cost Management: Oversaw regional IT budgets, accurately forecasting costs and ensuring resource allocation met operational needs while minimizing overheads.
Senior SAP IT Service Delivery Manager
Wipro Technologies
Noida
02.2018 - 10.2021
- Leadership in SAP Application Support: Led a team of over 100 professionals providing critical application support for SAP-integrated ERP solutions, delivering seamless service across Tier 1, Tier 2, and Tier 3 support portfolios for global clients.
- ITIL Framework Implementation: Implemented a robust ITIL-based application support framework, enhancing service delivery processes and optimizing incident, problem, and change management to ensure stability and continuity for Fortune 500 customers.
- 24/7 SAP Environment Management: Managed round-the-clock support for SAP environments, prioritizing maximum uptime and operational stability while aligning with strict SLAs to meet high client expectations.
- Comprehensive Incident and Problem Management: Oversaw the end-to-end lifecycle of incident and problem tickets, ensuring thorough analysis, documentation, and resolution while maintaining detailed records for continuous improvement.
- Full-Cycle SAP Implementation Expertise: Directed full-cycle SAP ERP implementations, from initial blueprinting and realization phases to Go Live and post-implementation support, ensuring alignment with business goals and optimal system performance.
- Proficient in Project Delivery Models: Delivered complex projects using tailored methodologies, including Agile, Waterfall, and SAP Activate, adapting to customer requirements and ensuring effective resource utilization and process efficiency.
- Advanced Project Management: Led comprehensive project management activities, including project plan design, estimation, SOW approvals, resource onboarding, scoping, requirements gathering, high-level planning, RAID log management, and milestone tracking to maintain project momentum and stakeholder alignment.
- Cross-functional Collaboration: Demonstrated strong collaboration with internal clients and cross-functional teams across all project stages—planning, development, configuration, testing, deployment, and Go Live support—to ensure seamless transitions and quality deliverables.
- End-to-End Project Lifecycle Execution: Managed activities from requirement gathering and scoping through development, acceptance testing, cutover planning, production deployment, data validation, Go Live, hyper-care, and eventual ELS exit, ensuring project success and customer satisfaction.
SAP Service Delivery Manager
Accenture Services Pvt. Ltd.
Noida
01.2012 - 02.2018
- Leadership in SAP FICO Application Support: Supervised a team of 50+ SAP FICO Application Support Analysts, ensuring high-quality Tier 1 and Tier 2 Application Management Services (AMS) for a US-based Fortune 500 insurance client, acting as a strategic IT vendor partner.
- Expertise in Financial Closing Processes: Managed critical month-end and year-end financial processes, including journal postings, error correction, master data setup (profit centers, cost centers, internal orders, and chart of accounts), SOX compliance reporting, and fixed asset configurations within SAP FICO.
- Process Optimization and Continuous Improvement: Led process reengineering initiatives and implemented continuous improvement strategies to enhance service efficiency, streamline workflows, and drive greater value for client operations.
- Governance and Operational Excellence: Maintained rigorous oversight of operational excellence documentation, including 3x3 matrices, SIPOC, HLPM, DLPM, SOPs, whiteboards, and control charts, ensuring compliance with governance and quality standards.
- Data Integrity and Application Testing: Collaborated with onshore teams to test new SAP applications, validating data accuracy and functionality to support smooth and reliable system performance.
- Recognized Performance and Client Impact: Earned multiple high-performance awards for outstanding client support, leadership, and value creation, achieving 0% attrition through effective mentoring, team engagement, and driving delivery excellence.
- Financial Records Management and SOX Compliance: Oversaw monthly, quarterly, and annual financial closing through SAP FICO, ensuring compliance with stringent SOX reporting requirements and maintaining accurate financial data.
- Award-winning Leadership and Retention: Recognized with multiple accolades for commitment to delivery excellence, team mentorship, and a zero-attrition rate, fostering a culture of high performance and long-term employee retention.
Sr. Analyst/ SME
American Express / EXL Services Pvt. Ltd.
Gurgaon
07.2008 - 12.2011
- Expertise in Reconciliation and Accounting: Led the reconciliation process between BSP accounts and Amex Intercompany accounting systems, ensuring accurate alignment of accounts and smooth financial operations.
- MIS and Analytical Reporting: Prepared comprehensive MIS and analytical reports for management, providing data-driven insights to support strategic decision-making.
- Credit and Debit Memo Management: Coordinated with domestic and international airlines to facilitate the recovery of credit and debit memos, enhancing cash flow and financial accuracy.
- TDS Certificate Recovery: Successfully managed TDS certificate recovery, coordinating with internal teams to clear open items and contributing to tax compliance and financial transparency.
- Standard Operating Procedure (SOP) Management: Oversaw the development and maintenance of SOPs, ensuring consistency, compliance, and process efficiency across accounting and reporting functions.
- Month-End Accounting and Reporting: Directed month-end accounting activities, including manual journal entries, reconciliations, and corrections, ensuring timely and accurate financial closing.
- Cross-Functional Collaboration: Worked closely with various cross-functional teams to consolidate reports and support operational needs, enhancing interdepartmental alignment and efficiency.
- Award-Winning Performance: Recognized with multiple awards, including:Extra Miler Award for supporting the Taxation team in TDS certificate recovery worth $850K.
Star Performer Award for successfully completing and supporting the ENY Audit for India Business.
Extra Miler Award for leadership in building the India Operations Team and strengthening business operations.
Education
Bachelor of Arts - English Literature Hons
Motilal Nehru College
Delhi01.2005
Skills
- Platforms: SAP, ServiceNow, Azure, Appian, NET
- IT Delivery Frameworks: SaaS, Managed Service Provider (MSP), Shared Services, Application Management Services (AMS), Application Development & Management (ADM)
- Emerging Technologies: Generative AI, Digitalization, Technology Transformation
Leadership & Management
- Customer & Stakeholder Success: Customer Success, Stakeholder Management, Thought Leadership, Effective Relationship Building
- People & Team Leadership: Team Leadership, People Management, Recruiting & Hiring, Organizational Development
- Strategic Leadership: Center of Excellence (COE) and Capability Management, IT Strategy, Technology Roadmap, Business Strategy Creation
Operational & Financial Acumen
- Operations & Service Management: Operational Excellence, Service Management, ITIL Management, Service Delivery Management, IT Governance, Process Improvement, Reengineering
- Financial Oversight: Budgeting, Cost Optimization, P&L Management, Financial Analysis & Planning, Financial Management
Project & Program Management
- Program & Project Leadership: Strategic Planning, Project Management, Portfolio Management, Cross-functional Team Leadership, IT Digital Delivery, Decision Making & Judgment
- Risk & Issue Resolution: Risk Management, Issue Resolution, Negotiation
Languages
- English
- Hindi
- Spanish
Personal Information
- Date of Birth: 10/03/84
- Visa Status: Valid B1/B2 US Visa till Dec 2025
Certification
SAP Certifications
- SAP Activate Project Manager
- SAP S/4HANA Portfolio and Project Management
- SAP Activate for Cloud Solutions Project Manager
IT Service Management & Frameworks
- ITIL 4 Foundation - PEOPLECERT
- ITIL 4 Strategist: Direct, Plan and Improve - PEOPLECERT
- SIAM Professional - EXIN
Project Management & Agile
- Project Management Professional (PMP) - PMI
- PRINCE2 Agile Foundation - PEOPLECERT
- PRINCE2 Agile Practitioner - PEOPLECERT
Technology & Leadership
- ServiceNow IT Leadership Professional - ServiceNow
- Generative AI for Executives & Business Leaders - Coursera & IBM
Timeline
Assistant Vice President - India Digital IT Head & COE Leader
Genpact India Pvt. Ltd.
11.2021 - Current
Senior SAP IT Service Delivery Manager
Wipro Technologies
02.2018 - 10.2021
SAP Service Delivery Manager
Accenture Services Pvt. Ltd.
01.2012 - 02.2018
Sr. Analyst/ SME
American Express / EXL Services Pvt. Ltd.
07.2008 - 12.2011
Bachelor of Arts - English Literature Hons
Motilal Nehru College