Neeraj Choudhary
Bengaluru,KA
Summary
Seasoned Global IT Delivery Leader with over 20 years of experience driving large-scale digital transformation across Retail, CPG, Manufacturing, Banking, EdTech, and E-commerce domains. Expert in client consulting, portfolio governance, and P&L management, with a proven track record of revenue growth and 60%+ sustained profitability. Adept at building global delivery organizations, establishing Centers of Excellence (CoEs), and optimizing AMS and transformation programs for Fortune 500 clients, including Kohl’s and New Balance. Recognized for expanding European delivery operations, fostering innovation through emerging technologies, and building high-performing, cross-functional teams that deliver measurable business impact. Passionate about driving continuous improvement, operational excellence, and customer-centric outcomes in every engagement.
Overview
20
20
years of professional experience
1
1
Certification
Work History
General Manager- Head Of Service Delivery
ITC Infotech
02.2025 - Current
- Lead global delivery operations for a CPG/FMCG client, overseeing one of the largest Salesforce landscapes (2,200+ resources, with 400 in my team including Developers, BAs, Product Owners, Scrum Masters, DevOps, Admins, Architects)
- Lead Salesforce transformation across all modules, including CCGCloud for mobile apps, ensuring seamless integration with OMS/WMS and driving large-scale adoption across geographies.
- Manage large Salesforce AMS functions providing continuous support, enhancements, and platform optimization to ensure business continuity.
- Drive open-source adoption alongside Salesforce, delivering scalable, cost-effective solutions while modernizing the digital ecosystem.
- Own P&L and governance across the account, achieving revenue growth, 100% CSAT, and strong NPS scores while ensuring delivery excellence.
- Collaborate with clients on digital roadmaps, AI-led transformation, and automation programs, positioning ITC as a strategic Salesforce partner.
- Key KPI: Visionary Leadership | Operational Foresight | Strategic Thinking | Cross-Functional Collaboration | Digital Innovation | Stakeholder Engagement | Change Leadership | Continuous Improvement
- Directed cross-functional teams to enhance project delivery and operational efficiency.
- Established strategic partnerships with key stakeholders to drive business growth initiatives.
Senior Director Digital Delivery (Retail/CPG/E-Com/MFG)
Visionet India (VSIL)
01.2023 - 01.2025
- Heads global delivery operations for critical accounts, ensuring project success and surpassing client expectations. Manages P&L and drives revenue growth via relationship management and identifying upsell opportunities.
- Collaborates on pre-sales to develop compelling proposals for new business.
- Leads continuous improvement initiatives to enhance delivery processes and governance metrics.
- Managing operational Excellence Achieved significant revenue growth, streamlined delivery and governance metrics, and won new business opportunities.
- Fosters strong client relationships, achieving 100% CSAT and NPS score of 55%.
- Directed large Salesforce Commerce/CRM and Sales Cloud programs, developing and maintaining retailer-facing platforms integrated with OMS/WMS back-end systems, including Large AMS teams.
- ACHIEVEMENTS: Portfolio and revenue growth, improving CSAT/NPS and ESAT, Delivery Excellence
- Led cross-functional teams to develop and implement strategic initiatives, enhancing operational efficiency.
- Drove process improvements that resulted in streamlined workflows and increased productivity across departments.
Information Technology Delivery Manager
Bed Bath and Beyond (IDC)
06.2020 - 01.2023
- Headed Fulfillment (Enterprise Order Management) at Bed Bath and Beyond, pioneering new initiatives and driving strategic leadership.
- Strategized and executed large-scale programs, collaborating with cross-functional teams to achieve Objectives and Key Results (OKRs)
- Maintained a customer-centric focus, swiftly adapting to changes in customer environments to ensure uninterrupted service delivery.
- Developed and implemented performance metrics and compliance measures to track program effectiveness. Formulated innovative solutions and business cases for product and service enhancements.
- Managed operational Excellence. Provided end-to-end oversight, demonstrating expertise in retail/e-commerce fulfillment, logistics, and warehousing systems.
- Successfully delivered impactful projects including Riskified, SHIPT, Apple PAY, BOPIS, and more, enhancing customer satisfaction and operational efficiency.
- Possess skills in team leadership, program management, cross-functional collaboration, strategic planning, and retail/e-commerce expertise. Recognized as the best Delivery excellence executive for strategic initiatives and AMS
- ACHIEVEMENTS: Team ramp-up at IDC, transition from existing vendor, delivering strategic initiatives and successful holiday season through AMS
- Led cross-functional teams to streamline delivery processes, enhancing operational efficiency.
- Implemented process improvements that reduced delivery times and improved customer satisfaction.
Senior Program Manager
Hopscotch (Retail and E-Commerce)
05.2019 - 06.2020
- Results-driven leader in Program/Portfolio/Project/Delivery Management with a focus on enhancing processes and achieving delivery excellence.
- Used tools like Jira, Confluence, Asana, Clickup, Redmine, Zoho, Basecamp, Trello etc Led diverse projects from start to finish, implementing SCRUM/KANBAN methodologies to boost IT application productivity.
- Innovated in process enhancements, aligning practices with industry standards for efficient project execution.
- Facilitated seamless cross-department collaboration, publishing executive reports to track progress towards strategic goals.
- Conducted strategic market analysis, leading successful go-to-market launches.
- Demonstrated agile development excellence by managing backlogs, prioritizing work, and optimizing release cycles for user-centric outcomes.
- Fostered innovation through idea generation aligned with strategic objectives and maintained operational excellence for business-as-usual activities.
- Recognized for leadership excellence in program, portfolio, project, and delivery management.
- ACHIEVEMENTS: Helped Hopscotch ramp-up their teams in agile best practices running 30+ projects in parallel, speeding up innovation rate resulting in Hopscotch turn EBITDA + in less than 8 months.
Information Technology Project Manager
Kloud9
03.2018 - 05.2019
- Orchestrated end-to-end customer and store innovation initiatives, leveraging Agile SCRUM and Kanban methodologies.
- Led AMS/Managed service tracks, providing strategic direction to teams for efficient project execution. Spearheaded Point of Commerce development for Kohls, managing daily transactions exceeding 1 million during peak periods.
- Implemented Kanban principles as a Scrum Master, reducing cycle time by 20% and enhancing team throughput.
- Conducted Agile adoption retrospectives, driving enhanced team performance and continuous improvement.
- Managed over $4 billion in sales for Kohls through Omnichannel solutions, reducing cycle time by 20% and improving team throughput.
- Received awards for exceptional leadership and Agile process improvement, contributing to revenue growth and customer satisfaction.
- Demonstrated dedication to innovation, collaborative team environments, and delivering exceptional results in Agile project management within the retail sector.
- ACHIEVEMENTS: Helped Kohl's launch omnichannel capabilities and rollout of OMS solutions to its store, Helped Kohls manage successful holiday season with 100% success rate
Senior Agile Project Manager
EntLogics Technologies Pvt. Ltd.
07.2017 - 03.2018
- Spearheaded Agile transformation initiatives and provided leadership as an Agile Coach, implementing Scrum practices for enhanced team performance.
- Acted as a servant leader, fostering collaboration and removing impediments across cross-functional teams. Managed product backlogs, conducted user interviews for feedback, and mitigated project risks for successful delivery.
- Developed automated reporting dashboards for real-time project visibility and executed Agile methodologies effectively.
- Achieved a remarkable 63% increase in team velocity and improved client satisfaction through proactive risk management.
- Ensured alignment with project scope and roadmap, optimized resource allocation, and communicated progress effectively.
- ACHIEVEMENTS: Recognised for outstanding contributions to Agile transformation and proactive risk management, demonstrating dedication to excellence and continuous improvement.
Senior Agile Project Manager
Dine-Media Interactive
07.2010 - 07.2017
- Strategically led end-to-end projects and diverse teams, implementing Agile practices for enhanced efficiency.
- Collaborated with clients to define clear requirements and expectations, fostering stakeholder satisfaction.
- Applied Agile management through sprint planning and team-leading standups, coaching in Scrum methodologies.
- Managed project timelines, communicated progress effectively, and ensured adherence to Agile practices.
- Oversaw developers' progress, led sprint reviews, and provided Agile training to team members.
- Managed client accounts, facilitating cross-sales for customer satisfaction and business growth.
- Enhanced project efficiency, stakeholder satisfaction, and self-sufficiency within teams.
- ACHIEVEMENTS: Recognised as the best leader in Delivery Excellence for impactful contributions.
Project Manager
Surgeworks
02.2006 - 06.2010
- Excelled in end-to-end project management across diverse sectors including Finance, Banking, Sports, E-commerce, and more.
- Defined project scopes aligned with organizational objectives and managed tasks, resources, and teams meticulously.
- Spearheaded strategic planning, managed budgets efficiently, and ensured timely project completions.
- Provided leadership in quality assurance and adapted to dynamic environments using Agile and DSDM techniques. Implemented effective change management strategies and maintained transparent communication with stakeholders.
- ACHIEVEMENTS: Recognised for transformative leadership and commitment to excellence, navigating diverse industries and methodologies for impactful results.
Education
MBA - Advanced IT
International Institute of Information Technology
Pune06.2006
Skills
- Global delivery and governance excellence
- P&L ownership, revenue growth, and margin optimization
- Portfolio, program, and project management (Agile, AMS, Fixed-Bid)
- Operational excellence and process optimization
- Risk, compliance, and quality governance
- KPI and SLA management, including CSAT and NPS improvement
- Client success, retention, and strategic account growth
- Executive stakeholder and CXO-level engagement
- Vendor and partner ecosystem management
- Contract, change, and financial governance
- Global delivery center setup and optimization
- Digital transformation and modernization initiatives
- Cloud, CRM, and data-driven innovation programs
- Automation, AI, and analytics-led delivery models
- Lean transformation and continuous improvement
- Visionary leadership and strategic thinking
- Team building, empowerment, and motivation
- Leadership development, coaching, and mentoring
- Cross-functional collaboration and change leadership
- Employee engagement, retention, and succession planning
- Strategic decision-making and analytical problem solving
- Emotional intelligence, adaptability, and accountability
- Negotiation, conflict resolution, and communication excellence
- Reliability, time management, and execution discipline
- Domain expertise: Retail, E-Commerce, CPG, Manufacturing, BFSI, EdTech, Healthcare, Real Estate
Accomplishments
- Led $90M+ global delivery portfolio across Retail, CPG & Manufacturing with 60%+ gross margins.
- Directed 350+ cross-geo teams across agile, AMS & fixed-bid models, ensuring on-time, high-quality outcomes.
- Drove digital transformation & CRM modernization, enabling data-driven decision-making and KPI visibility.
- Built strong governance and risk frameworks, enhancing predictability and stakeholder confidence.
- Accelerated account growth & business pipeline through strategic client engagement and delivery excellence.
- Setup and Standardized AMS operations, improving SLA turnaround and operational efficiency.
- Formed and scaled high-performing cross-geo delivery teams
- Expanded delivery presence in the UK & Europe, leading large-scale transformation programs.
- Mentored and developed delivery leaders, strengthening capability and succession readiness.
- Delivered 100% on-time critical deployments, overcoming complex external dependencies.
Certification
- Google Certified Project Manager
- Digital Transformation | Industry 4.0
- Agile Scrum/Kanban
Entrepreneurial & Product Leadership Highlights
Founded and scaled four tech ventures demonstrating strong innovation and business acumen.
- Ezyprops.com: Built a full-suite real estate management platform with SMS/email marketing and end-to-end property lifecycle tracking; scaled to 13 enterprise clients with a 20-member team.
- Chti.in: Developed an end-to-end logistics management system with real-time tracking and automated alerts, handling 20,000+ parcels daily for paying clients.
- Studygossip.com: Created a social collaboration platform for educational institutions, enabling interactive learning and real-time knowledge sharing.
- Pepoffer.com: Launched an e-commerce marketplace connecting 200+ resellers and 500K+ consumers across Tier 2 & 3 cities; grew team to 84 members and optimized full product lifecycle.
- Proven ability to conceptualize, launch, and scale digital products, lead multi-disciplinary teams, and deliver customer-centric innovation across domains.
Timeline
General Manager- Head Of Service Delivery
ITC Infotech
02.2025 - Current
Senior Director Digital Delivery (Retail/CPG/E-Com/MFG)
Visionet India (VSIL)
01.2023 - 01.2025
Information Technology Delivery Manager
Bed Bath and Beyond (IDC)
06.2020 - 01.2023
Senior Program Manager
Hopscotch (Retail and E-Commerce)
05.2019 - 06.2020
Information Technology Project Manager
Kloud9
03.2018 - 05.2019
Senior Agile Project Manager
EntLogics Technologies Pvt. Ltd.
07.2017 - 03.2018
Senior Agile Project Manager
Dine-Media Interactive
07.2010 - 07.2017
Project Manager
Surgeworks
02.2006 - 06.2010
MBA - Advanced IT
International Institute of Information Technology