Dipankar Dey
Summary
Dynamic and results-oriented professional with over 16 years of leadership and project management excellence. A persistent leader dedicated to driving organizational growth, demonstrating expertise in strategic planning, problem-solving, and effective communication. Possesses a strong understanding of business principles, coupled with a background in change management and a forward-thinking mindset. Collaborative by nature, with a relentless work ethic, offering strategic planning abilities to navigate complex challenges and meet evolving demands. Ready to leverage extensive experience to lead teams and drive transformative initiatives in a dynamic business environment.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Chief Operating Officer
Atyantik Technologies Pvt Ltd
05.2022 - Current
- Implementing customer-centric strategies to enhance client relationships and drive business growth.
- Achieved a 43.1% year-over-year revenue growth from 2022 to 2023.
- Developed quarterly business plans to evaluate cost projections.
- Consistently maintained an average quarterly sales growth rate of 13.2%. between 2022-2023
- Delivered a sustained average quarterly marginal profit increase of 26.3% throughout the period.
- Identified and pursued business development opportunities to grow organization and increase revenue.
- Refined organizational structure to consolidate, streamline, and delineate necessary functions.
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
- Established transparent and growth-oriented policies to promote company culture and vision.
- Developed and implemented key performance indicators (KPIs) to measure and enhance overall performance.
- Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
- Formulated and executed strategic initiatives to improve product offerings.
- Oversaw business-wide changes to modernize procedures and organization.
- Oversee the development and maintenance of the service portfolio and service catalogue.
- Cultivated company-wide culture of innovation and collaboration.
- Maintained P&L and shouldered corporate fiscal responsibility.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Oversee the development and documentation of Statements of Work (SOW) and Master Service Agreements (MSA).
- Ensure legal and contractual compliance in all operations.
Project Manager
Mindtree Limited
02.2021 - 04.2022
- Managed the annual IT service project budget for End User Computing in the engineering domain, totaling $1.59 million yearly.
- Ensuring a consistent gross margin profit range of 40-50% for projects through strategic management of monthly billings, implementing targeted cost improvement initiatives, and maintaining a steadfast commitment to enhancing service quality
- Leading the global service desk and end-user support team on a worldwide scale for a client with a widespread presence in key regions, including EMEA (Europe, Middle East, and Africa), NA (North America), LATAM (Latin America), MEA (Middle East and Africa - sometimes used separately from EMEA), ASEAN (Association of Southeast Asian Nations), and ANZ (Australia and New Zealand).
- Overseeing a delivery team consisting of 35 hub-based Service Desk Engineers, 20 Onsite Service Desk Engineers, and 25+ Local IT Support Engineers situated at various global locations, in addition to managing third-party contractors.
- Developed and initiated projects, managed costs, and monitored performance.
- Overseeing monthly fixed budget and Time and Material (T&M) contracts, reviewing contractor timekeeping, managing ad-hoc project efforts and associated costs, and ensuring timely invoice generation.
- Consulted on the optimization of Service Desk (L1/L2) and EUC support setups for a leading companies, delivering key metrics insights and improvement recommendations that transformed into a sales pipeline
- Leading a proficient team overseeing application development and support for over 170 legacy applications, while concurrently spearheading a migration project to a cutting-edge platform aligned with contemporary technological features and standards
- Identified plans and resources required to meet project goals and objectives.
- Managing Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure project success.
- Negotiated and managed third-party contracts related to project deliverables.
- Drafted project reports to identify successful outcomes, insights and future recommendations.
- Taking responsibility for knowledge management, including documentation and dissemination of best practices.
- Leading Problem Management, Change Management, and Incident Management processes.
- Methodically documenting change notes and submitting comprehensive change details, including cost and timeline, to clients in adherence to existing or new Statements of Work (SOW).
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Participate in hiring drives, conduct interviews, and contribute to training activities.
- Play a key role in performance appraisals and contribute to team rewards and recognition.
Service Desk Manager
PMC Retail
01.2019 - 04.2021
- Day-to-day management of a highly skilled team, overseeing functional processes of a dynamic application and database service desk handling P1 – P4 Incidents within contractual SLAs.
- Efficiently managing team members operating from two locations: Abingdon (UK) and Vadodara (India).
- Implemented and managed Service Desk standards and operating procedures to ensure streamlined operations.
- Implemented strategies to increase customer service satisfaction ratings.
- Applied a pragmatic approach to further implement essential elements of the ITIL framework, enhancing overall service efficiency.
- Conducted regular 1-2-1 appraisals with direct reports, setting achievable objectives and driving them through to successful conclusions.
- Assumed responsibility for performance management within the team, including handling all disciplinary activities as required.
- Provided training, coaching, and mentorship to direct reports and other service desk members, creating comprehensive career development plans.
- Motivated staff to consistently deliver high-quality service, encouraging them to go the extra mile when necessary.
- Effectively managed resources and tasks, ensuring guaranteed coverage for clients and business operations.
Application Support Manager
PMC Retail
09.2016 - 04.2019
Process and Change Manager
PMC Retail
04.2014 - 09.2016
Team Leader
PMC Retail
06.2011 - 04.2014
Education
Master of Computer Application (MCA) - Information Technology
Sardar Patel University
Vallab Vidyanagar, Anand, Gujarat04.2007
Bachelor of Science - Statistics
Maharaja Sayaji Rao University
Vadodara, Gujarat04.2004
Skills
- IT Service Management
- IT Service Delivery
- Service Operation Service Transition
- Problem Management
- Program Management
- Project Portfolio Management
- Planning and execution
- Operations oversight
- Business process reengineering
- Contract Negotiation
- Business planning
- Program oversight
Certification
ITIL Foundation April 2012
ITIL Intermediate - Service Transition February 2014
ITIL Intermediate - Service Operations June 2015
Power BI
People Management, Leadership and Behavioral Trainings
Certified Product Management - Foundation
Timeline
Chief Operating Officer
Atyantik Technologies Pvt Ltd
05.2022 - Current
Project Manager
Mindtree Limited
02.2021 - 04.2022
Service Desk Manager
PMC Retail
01.2019 - 04.2021
Application Support Manager
PMC Retail
09.2016 - 04.2019
Process and Change Manager
PMC Retail
04.2014 - 09.2016
Team Leader
PMC Retail
06.2011 - 04.2014
Master of Computer Application (MCA) - Information Technology
Sardar Patel University
Bachelor of Science - Statistics
Maharaja Sayaji Rao University
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