Lohit Singh
Bangalore
Summary
Customer- and partner-focused Program Manager with 17+ years of experience leading complex enterprise accounts, orchestrating technical support operations, and driving customer satisfaction and retention. Proven track record as a trusted post-sales leader, serving as the primary point of contact for strategic customers, translating business objectives into scalable support solutions, and partnering cross-functionally to resolve high-impact issues efficiently.
Extensive experience delivering Authorized Support Center (ASC) programs, managing global support partners, and driving customer engagement across complex, multi-stakeholder environments. Recognized for owning escalations and incident management end-to-end, acting as the Voice of the Customer and Partners to ensure SLA adherence, service continuity, and consistently strong CSAT outcomes. Highly effective at aligning technical, operational, and business stakeholders to deliver continuous service improvement.
PMP and CISM certified, with a strong foundation in IT service management, risk, and security governance. Adept at collaborating with CISOs, engineering teams, and executive leadership, and known for structured problem-solving, clear executive communication, and operational excellence that strengthens customer trust, accelerates platform adoption, and sustains long-term account health.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Worldwide Partner Program Manager
Palo Alto Networks Inc
Bangalore
02.2024 - Current
- Serve as the primary post-sales support contact for enterprise customers, owning SLA adherence, service continuity, and customer satisfaction.
- Lead critical incident and escalation management, partnering with Engineering, Product, and DevOps to drive timely resolution.
- Monitor and report on key support metrics, including CSAT, SLA, response/resolution times, backlog, and productivity.
- Conduct account health reviews to identify risks, trends, and opportunities for renewal and expansion.
- Act as a trusted advisor to the Worldwide Partner Program, leading ASC and APS strategy, governance, and partner lifecycle management.
- Drive operational excellence through process improvement, automation, dashboards, and systems integration.
- Oversee the onboarding of new products and partners to expand global service delivery capabilities.
- Collaborate cross-functionally with Sales, Product, Engineering, Customers, and Partners to deliver a seamless customer experience.
Partner Services Program Manager
Palo Alto Networks Inc
Bangalore
01.2021 - 01.2024
- Trusted advisor as part of the Partner Services leadership team, focusing on ASC Partner nomination, contracts, enablement, compliance, performance measurement, systems, tools, and reporting, including termination.
- Establish Operational Excellence for the Partner Services organization, focused on systems integration, reporting and metrics, data organization, and project management.
- Identify, develop, and implement operational processes for the team of regional and global partner services managers, and support delivery partner management worldwide, including dashboards, process improvement, process adherence, and training.
- Provide strategic and tactical support to the worldwide team.
- Strategically guide the ASC programs to meet changing operational business requirements.
- Strategically onboard new products to expand the portfolio.
- Communicate effectively with partners, stakeholders, and colleagues to identify needs, evaluate alternative program objectives, and measure success.
- Resolve issues in creative ways, and exercise judgment in selecting methods and techniques to obtain solutions.
- Identifies and recommends best practices in the areas of partner management, partner selection, and engagement.
Program Manager
Dell Technologies
Bangalore
10.2018 - 01.2021
- Delivered comprehensive project management, encompassing scope definition, risk assessment, resource allocation, and documentation.
- Supported Delivery Manager and deployment team in executing VCE-VxBlock deployment and steady-state operations.
- Led development and documentation of client-specific build, operations, and transfer processes.
- Ensured metrics-based reporting to track process efficiency and project outcomes.
- Achieved successful project completion on time and within budget while maintaining defined scope.
- Contributed to overall Program Management team by enhancing collaborative leadership efforts.
- Maintained exceptional documentation for project portfolio, ensuring alignment with set objectives.
- Engaged in requirements gathering and scoping for current and future projects as required.
Project Manager
Dell Technologies
Bangalore
04.2017 - 09.2018
- Provide focused delivery of all aspects of project management, project scope definition, risk management, adaptable project scheduling, resource management, and consistent project documentation and reporting.
- Be a part of the overall Program Management team, and contribute to the collective leadership of the work of the team.
- Present and facilitate project portfolio status, and ensure a solid command and control exists on each and every engagement.
- Actively participate in the resolution of issues and conflicts, internally as well as with clients, and other vendors.
- Ensure that their portfolio of projects is exceptionally well-documented and meets all defined goals.
- Engage in scoping and requirements gathering for new and existing projects, as necessary.
Business Program Manager
Microsoft (Spectrum Consultancy Pvt Ltd)
Bangalore
06.2014 - 03.2017
- Led Service storage projects for Microsoft PUBSEC to enhance satisfaction and prevent revenue loss.
- Initiated project charter formulation, identifying core problems and potential savings.
- Developed detailed project plans aligned with strategic objectives.
- Established weekly governance models to drive tasks and achieve milestones.
- Collaborated with cross-functional teams and SMEs across PUBSEC units.
- Conducted regular review meetings to assure project success.
- Managed entire project lifecycle from initiation to closure, including testing and deployment.
- Maintained central repository for templates, success stories, and documentation.
Duty Manager
Microsoft (Spectrum Consultancy Pvt Ltd)
Bangalore
11.2010 - 05.2014
- Enhanced team performance in productivity, customer satisfaction, and employee development.
- Managed key metrics (SLAs, KPIs) to ensure process adherence across supported clusters.
- Developed daily performance dashboards to monitor team efficiency and identify areas for improvement.
- Conducted root cause analysis on SLA misses and engaged clients on minor issues.
- Facilitated individual coaching sessions and one-on-ones to improve communication skills and technical abilities.
Service Delivery Associate
Unisys India Pvt. Ltd
Bangalore
11.2007 - 06.2010
- Managed IMACD operations for storage systems, including installations and decommissions.
- Acted as liaison between clients and Unisys, overseeing Field Services teams.
- Monitored SLA, CSAT, and KPI metrics for all assigned clients to drive performance.
- Aligned Procurement, help desk, request management, and SSCO with Field Services processes.
- Served as primary escalation point for client and internal field operations issues.
- Conducted operational discussions on cost improvements and process updates with project managers.
- Analyzed dispatch opportunities to implement cost-reduction initiatives through Shift Left strategy.
- Collaborated with CSMs and engineers to ensure achievement of SLA targets.
Education
MBA - International Business
Institute of Chartered Financial Analysts of India
05-2016
Bachelors of Commerce (B'COM) - Accounting And Finance
Bangalore University
05-2007
Skills
- Account and relationship management
- Customer success, satisfaction (CSAT), and Net Promoter Score (NPS) ownership
- Customer support, escalation, incident, and problem management
- SLA and KPI definition, tracking, and governance
- Client onboarding, enablement, and training
- Stakeholder communication and executive engagement
- CRM and support platforms (Salesforce and ServiceNow)
- Reporting, analytics, and performance measurement
- Project and program management
Key Accomplishment
Palo Alto Networks, Inc
- Leading and managing a $300M Authorized Support Center (ASC) and Authorized Professional Services (APS) Partner Support program, achieving an average of 13% year-over-year revenue growth
- Recognized as Most Valuable Player (MVP) for Partner Services in FY22 Q2 and FY23 Q1 for outstanding performance and leadership
- Successfully transitioned the ASC partner incentive model from tiered discounts to tiered rebates, driving greater alignment and partner engagement
Dell EMC
- Led a $100M global professional services program, overseeing delivery across 600+ cross-functional resources, ensuring successful execution and business outcomes for 1,200 retail stores
- Honored with the Game Changer Award in 2019 for driving innovation and transformational impact with large strategic programs
Certification
Certified Information Security Manager (CISM), ISACA (2025)
Certified in CyberSecurity (CC), ISC2 (2025)
Project Management Professional (PMP), PMI (2019)
Information Storage and Management, Dell Technologies (2018)
Converged Infrastructure Associate, Dell Technologies (2017)
ITIL Foundation, Alexos (2009)
PRINCE 2 Foundation, Alexos (2009)
Certified in CyberSecurity (CC), ISC2 (2025)
Project Management Professional (PMP), PMI (2019)
Information Storage and Management, Dell Technologies (2018)
Converged Infrastructure Associate, Dell Technologies (2017)
ITIL Foundation, Alexos (2009)
PRINCE 2 Foundation, Alexos (2009)
Personal Details
I’m married and have a 9-year-old son In my free time, I enjoy motorcycle rides, reading, playing snooker, and traveling with my family
Timeline
Worldwide Partner Program Manager
Palo Alto Networks Inc
02.2024 - Current
Partner Services Program Manager
Palo Alto Networks Inc
01.2021 - 01.2024
Program Manager
Dell Technologies
10.2018 - 01.2021
Project Manager
Dell Technologies
04.2017 - 09.2018
Business Program Manager
Microsoft (Spectrum Consultancy Pvt Ltd)
06.2014 - 03.2017
Duty Manager
Microsoft (Spectrum Consultancy Pvt Ltd)
11.2010 - 05.2014
Service Delivery Associate
Unisys India Pvt. Ltd
11.2007 - 06.2010
MBA - International Business
Institute of Chartered Financial Analysts of India
Bachelors of Commerce (B'COM) - Accounting And Finance
Bangalore University