NAVIN DAS

Clients: Broadspectrum – A Ferrovial Company and Royal Sun Alliance General Insurance Company

• Oversee all key functions within the IT Support & Securities framework for the customer that enable high quality B2B global service delivery across Australia, New Zealand, USA; UK, Ireland and Scandinavia.
• Stakeholder facing role requiring establishing and managing expectations within business and driving teams to achieve those expectations to high standard.
• Also responsible for account mining, identifying new business opportunities, converting them into Projects, and Profit & Loss.
• Proactively identify and apply opportunities for continuous process improvement, including application of industry best practices and methodology/ reporting process automation in assigned tasks.
• Responsible to liaison with customer and other key stakeholders to assess business needs of customer and identify key challenges, constraints, and risks and thereby define project scope after extensive due diligence.
• Manage hiring, staffing and maintenance of diverse and effective workforce.
• Responsible for career development/ planning, performance discussions of team members.
• Driving Program level Governance and Escalation management.
• Work closely with Service Leads across Service Desk, End User Computing (EUC), Security & User Access Management (UAM), Infra (Tools, Network, Server and Database) and Cybersecurity & Risk Management teams.
• Successfully managed client operations worth US$ 150 Million in revenue.
• Span of control: 300+ people.

Client: Microsoft

• Planned, managed, and delivered B2B global enterprise technical support across Americas, EMEA and APAC.
• Managed client communications and engagements at all levels including business expansion and transitions.
• Provided program management to clients assuring operational excellence through program compliance.
• Managed 70% - 100% of global volumes in Azure Commerce, Dynamics CRM Online, and other On-Premise Enterprise Products for technical support, product support, version & service pack releases, Severity one management, customer go-live support, escalation management and other management deliverables.
• Accountable for managing operations totaling $35m in managed spend.
• Span of control:1000+ resources

Gurgaon & Mumbai Clients: Lenovo, Autodesk, Microsoft, Samsung and Airtel

• Managed B2B operations and client relationship with excellent customer service, across US, UK and India, maintaining over 90% client retention rate over a 4 year period.
• Regularly interacted with clients regarding satisfaction, expectation, issues and potential projects.
• Setup the Mumbai regional site and managed tele-marketing Operations, including development of online digital campaigns.
• Successfully led two 1.5 year-long projects (Human Resource Information Systems and Arvato-Web CRM) for designing, development, testing, bug-fixing, deployment, training and software upgrade.
• Span Control: 200+ people.

• Juniper Networks Responsible for revenue generation/billing, review and manage SLA, CSAT, risk management and workforce management.
• Formulated and executed business strategy models at process level for B2B Enterprise Technical Support Operations management for US, UK, APAC regions.
• Responsible for staffing, hiring, terminations, performance appraisals and promotions.

• BEA WebLogic, Business Objects Managed overall service delivery for B2B Enterprise Technical Support for US, UK, APAC regions, quality, people, quality, costs and revenues.
• Set up and remotely managed Offshore Poland site Operations (100 seater) for KPIT.
• Handled audits for BS7799 Compliance, ISO 9001: 2000 Compliance and JD Power and Associates Certification.