Mandar Phatak
Pune
Summary
Results-oriented professional with over 20 years of expertise in sales, marketing, customer support, training, agile delivery, technical documentation, and project management, dedicated to enhancing business outcomes and providing outstanding customer value.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Delivery Lead - JDDO SMO (CRM)
John Deere India
05.2023 - Current
- Delivery Lead with strong focus on Agile and Scrum practices, enabling consistent, value‑driven delivery across teams
- Ensured work prioritization based on business value, aligning sprint execution with product goals and roadmap outcomes
- Partnered closely with Product Managers, Engineering Managers, and Engineers to rebalance priorities and manage cross‑team dependencies
- Supported OKR definition, product roadmaps, backlog prioritization, and releases for product serving global users
- Led planning, go‑live, and deployment activities, ensuring smooth execution and post‑release stability
- Monitored delivery and sprint metrics to drive continuous improvement, efficiency, and predictable outcomes
- Contributed to B2B and dealer‑facing products, collaborating with engineering, security, and operations teams to deliver globally used dealer applications
- Familiar with dealer portals, DealerPath‑adjacent systems, ServiceNow, CCMS and a strong product support ownership mindset
Diagnostic Author
John Deere India
06.2015 - 04.2023
- Owned creation and lifecycle management of technical and diagnostic content, translating complex product functionality into clear, user‑centric documentation
- Partnered with engineers and product managersstrong>to gather requirements and ensure content aligned with product behavior, user needs, and release changes
- Governed content quality by reviewing, editing, and standardizing documentation across contributors to ensure consistency and accuracy
- Leveraged content management systems (CMS)and structured authoring workflows to publish, version, and maintain enterprise documentation
- Applied usability testing and user feedbackto continuously improve content effectiveness and customer experience
Territory Customer Support Manager
John Deere India
09.2012 - 06.2015
- Owned customer relationships within assigned territory, acting as the voice of the customer and ensuring strong engagement and trust
- Led issue triage and resolution, partnering with product, engineering, sales, and service teams to drive timely, high‑quality outcomes
- Defined and executed customer support strategies to improve satisfaction, adoption, and long‑term loyalty
- Synthesized customer insights and pain points into actionable feedback, influencing product and service improvements
Education
B. Tech - Engineering Technology
Birla Institute of Technology
01.2019
Diploma - Electrical Engineering
Cusrow Wadia Inst. of Tech.
01.2003
Skills
- Agile / Scrum Delivery
- Roadmap management
- Stakeholder Management
- Value‑Based Prioritization
- Cross‑Functional Collaboration
- Customer & Dealer Advocacy
- Power BI & Analytics
- Problem solving
- Content Management
Certification
• Certified Product Owner
• Registered Scrum Master
• Microsoft PowerApps
• Microsoft Dynamics 365
• Pursuing Microsoft AWS AI Practitioner
• Registered Scrum Master
• Microsoft PowerApps
• Microsoft Dynamics 365
• Pursuing Microsoft AWS AI Practitioner
Timeline
Delivery Lead - JDDO SMO (CRM)
John Deere India
05.2023 - Current
Diagnostic Author
John Deere India
06.2015 - 04.2023
Territory Customer Support Manager
John Deere India
09.2012 - 06.2015
B. Tech - Engineering Technology
Birla Institute of Technology
Diploma - Electrical Engineering
Cusrow Wadia Inst. of Tech.