Gautam Verma
A4C 109 JanakPuri, New Delhi
Summary
Dynamic professional with over 20 years of significant experience in Customer Relationship Management, Service Delivery Management, Team building and Leadership in the information technology industry. Good understanding around GxP process and Validated/Non-Validated systems. Excellence in building high performing teams for achieving revenue and increasing productivity.
Overview
3
3
Languages
1
1
Certification
21
21
years of professional experience
Work History
Senior Consultant
Hexaware Technologies
Noida, India
02.2026 - Current
- Implement ITIL Processes across customer organisation.
- Monitored ageing incidents and service requests, implementing strategies to reduce resolution times and improve service delivery.
- Acts as the primary point of contact for client inquiries, escalations, and feedback.
- Collaborated with customer and internal teams for new implementations of automation and VA deployment, ensuring alignment with business requirements.
- Worked with the ITSM team for the development of the ServiceNow tool, as per the
requirement. - Managed transition processes by collaborating with the transition team to develop essential documentation and templates. – Working closely with the transition team for the creation of templates, KT calendar, KT documents, and gap analysis, risk, and issue register.
Delivery Director
Coforge
Noida, India
09.2022 - 12.2025
- Delivered services in line with agreed service definitions and SLAs, resulting in high client satisfaction.
- Acts as the primary point of contact for client inquiries, escalations, and feedback.
- Managed the monthly billing and P&L for the client.
- Mentored team of 70 members while managing Infra Delivery across multiple clients to enhance service quality.
- Oversaw technology towers to ensure efficient operation of Wintel, database, Linux, O365, Intune, Entra ID, and EUC services. Wintel, database, Linux, O365, Intune, Entra ID, and EUC services.
- Prepared and managed the weekly and monthly performance reviews for the client.
- Coordinated with internal Procurement team to secure hardware and software licenses, ensuring client needs were met.
- Collaborated with the ITSM team to develop the ServiceNow tool.
- Performed the annual performance appraisal for the team.
Associate Director
Birlasoft
06.2020 - 09.2022
- Transition Management – Working closely with the transition team for the creation of templates, KT calendar, KT documents, and gap analysis, risk, and issue register.
- Coordinate knowledge transfer activities and sessions.
- Provide, coordinate, manage, and follow comprehensive ITIL Incident, Problem, and Change Management processes for the customer’s service.
- Provide continual service improvement processes
- Focused on client satisfaction and upheld Service Level Agreements (SLAs).
- Managed client inquiries, escalations, and feedback as the primary point of contact for Infra towers.
- Developed foundational knowledge of Linux, networking, Windows operating systems, and database management.
- Conducted and directed the CMMI Level II/III interview process for the project.
- Conducted and directed the ISO 27001 audit for the project.
- Identified avenues for value adds and presented value add summary to stakeholders.
- Provided continual service improvement processes that enhanced customer service delivery.
- Managed invoicing (T&M/CI-based) for P&L in collaboration with Account Management team.
Associate General Manager - Pre Sales
HCL Technologies Ltd
07.2018 - 06.2020
- Effectively working in delivery management and responsible for resource planning for overall requirement in the organization for
BigData Admin - Driving and managing pre-sales activities and vendor alliance
- Effectively working on RFP and providing the solution document for the requirement with the help of technical team members
- Collaborating & organizing the project management team &
recruitment team for the scope of implementation and for on
time roll out offers of the candidates - Creating an effective transition process from the existing MSP to HCL
- Proactively engaging in productivity and improvement plans
- Mentoring a team of 20 members
- Resource hunting for Hadoop Admins and scheduling interviews for resources
Associate General Manager - Offshore
HCL Technologies Ltd.
05.2005 - 08.2018
- Working in delivery management and accountable for planning,
directing, and coordinating remote IT infrastructure projects
from inception to completion - Organized, provided and followed comprehensive ITIL
incident/problem/change management process & continual
service improvement process to improve customer service - Ensured root cause analysis (RCA) on all P1 and where requested by the customer P2 and P3 incidents
- Managed SLA (Service Level Agreement) for the tracks
- Performed annual performance appraisal for the team
- Prepared and managed the weekly and monthly performance
review with customers - Mentored a team of 200 members and managed the complete
IT infrastructure of the client - Worked with ITSM team for development of Service Now
Education
Post Graduate Diploma - Information Technology
Symbiosis Centre For Distance Learning
New, Delhi04-2009
Bachelor of Information Technology - Information Technology
Indira Gandhi National Open University
New Delhi04-2005
Skills
,,,,,
Service Delivery Management
Operations Management
Process Improvement
Customer Relationship Management
Team Building & Leadership
Team leadership
Accomplishments
- Received O2 infinity award, League of Outstanding HCLites 2014
- Awarded Gold Club certificate for Excellent Performance for consecutive 3 months
- Awarded Certificate of Technical Support Expert
Certification
- Prince 2 Practitioner Certified
- Information Technology Infrastructure Library (ITIL) – V3
- MCSE (Microsoft Certified System Engineer) in Windows
- 2 years of diploma in Software Technology
Languages
English
Hindi
Bengali
Timeline
Senior Consultant
Hexaware Technologies
02.2026 - Current
Delivery Director
Coforge
09.2022 - 12.2025
Associate Director
Birlasoft
06.2020 - 09.2022
Associate General Manager - Pre Sales
HCL Technologies Ltd
07.2018 - 06.2020
Associate General Manager - Offshore
HCL Technologies Ltd.
05.2005 - 08.2018
Post Graduate Diploma - Information Technology
Symbiosis Centre For Distance Learning
Bachelor of Information Technology - Information Technology
Indira Gandhi National Open University