Shivam Tiwari
Pune
Summary
Result and process oriented professional with over 15 years of global leadership experience in strategic technology initiatives and high-performing team development. Expertise in IT service delivery, program management, and client relationship management within the BFSI sector. Gen AI Leadership Certified. Recognized for innovative leadership and a people-first approach, driving process optimization and large-scale digital transformations. Proven track record in managing cross-functional teams to enhance operational efficiency and achieve consistent business growth.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Program Manager
Capgemini Technology Services Pvt Ltd
Pune
06.2022 - Current
- Leading global program delivery with 200+ team members across three countires Spain, Portugal, and Ireland.
- Progressed from Offshore Lead (Portugal) to overseeing end-to-end delivery, managed services, T&M capacity, and sales growth initiatives
- Managed €12M portfolio with 46% contribution margin and consistently positive delivery performance (+3.5% DVI in 2026)
- Delivered €300K cost savings through Continuous Improvement Programs (automation, pyramid optimization, process enhancements) in year 2025.
- Maintained consistent OTACE performance rating for 4 consecutive years.
- Drove 10% improvement in BAU operational efficiency through continuous feedback and process optimization.
- Led complex programs including multi-country data migration initiatives (Portugal, Spain, Ireland)
- Leveraged GenAI tools to enhance reporting efficiency (MSR, EDR, reviews), reducing turnaround time.
- Strengthened client relationships and enabled account growth through transparent, value-driven engagement beyond KPIs
- Directed cross-functional teams for strategic planning, operational excellence, and organizational growth.
- Co-created a GenAI-powered Knowledge Management tool, presented to the client and successfully implemented in their environment to enhance information access and operational efficiency
- Negotiated supplier contracts, achieving cost optimization and favorable commercial outcomes
- Established governance frameworks, KPIs, and communication channels to improve decision-making and delivery transparency
- Ensured effective resource planning, budget control, and alignment with innovation initiatives
- Certified in Engagement Management Level 1 (EM1); currently pursuing Level 2
IT Coordinator
Zurich Financial Services
Sao Paulo , Brazil
11.2020 - 07.2022
- Provided technical leadership for TIA insurance platform, leading teams from Multiple geographies in Europe and South America defining analytics strategy, architecture standards, and development guidelines
- Collaborated with business stakeholders to design and deliver Go-To-Market insurance solutions
- Managed end-to-end delivery across 13 projects, ensuring all were completed on time and within budget
- Oversaw project planning, budgeting, risk, and resource management to ensure profitability and delivery excellence
- Designed solution architectures for RFPs and led integration initiatives within Zurich Insurance GroupDelivered Radar Live – Motor Insurance Pricing project, a $2M strategic initiative critical to the customer, enabling real-time and offline pricing updates without system downtime.
- Built scalable integrations between Radar Live, Oracle backend, and .NET applications using JSON APIs
- Worked in Agile environment, consistently delivering sprint goals on schedule
System Specialist
Zurich Financial Services
04.2017 - 10.2020
- Led multiple large and mid-sized projects in compliance with regulatory norms using Oracle PL/SQL and Forms
- Designed and documented enterprise-aligned solutions, collaborating closely with third-party vendors and stakeholders
- Delivered analysis, design, and development of complex insurance systems on the TIA platform
- Enabled development teams to build scalable, reliable, and cost-effective solutions through technical guidance
- Actively contributed to continuous improvement through problem-solving, innovation, and stakeholder engagement
- Led the development of a new motor insurance product for Santander Consumer (Brazil), adding a new offering to the company’s product portfolio. Delivered a high-performance solution generating 9 quotations in under 2 seconds, and designed a reusable model later extended to multiple banking partnerships with minimal changes.
Team Lead/Senior Software Engineer
Accenture Services PVT. LTD.
Pune
09.2010 - 12.2016
- Led and mentored teams (10+ members) across development and support, ensuring SLA adherence, on-time delivery, and high-quality outcomes
- Managed end-to-end delivery including task allocation, performance evaluation, stakeholder coordination, and KPI adherence
- Designed and developed scalable insurance solutions using TIA platform, Oracle PL/SQL, Forms, and DuckCreek tool with strong hands-on expertise
- Built reusable components, optimized performance, and managed data migration, batch processing, and integrations
- Collaborated with architecture, testing, and business teams to ensure robust design and successful production releases
- Led requirements gathering, solution design (TDD), code reviews, mentoring, and post-production support
Education
B.E. - Electronics and communication
Rajiv Gandhi Technical University
Madhya Pradesh, India2010
Skills
- Agile and Waterfall methodologies
- Project and product management
- Performance optimization strategies
- Stakeholder engagement and relations
- Training program design and delivery
- Financial forecasting
- Budget management
- Team leadership
Certification
- Generative AI Leader Certification by Google Cloud
- Certified Scrum Master (CSM)
- INSS 21 (Insurance)
- Azure - AI100 (ongoing)
- ITIL 4
- Engagement Management (Level 1)
- PMP (Ongoing)
Languages
English
Proficient
C2
Portuguese
Advanced
C1
Hindi
Proficient
C2
Tool used and technical Skills
• GenAI - Microsoft Copilot
• Tools: PLSQL Developer, SQL Developer, SQL
Plus, SQL Loader, Putty, Toad, TIA, Remedy, ServiceNow, FIXIT
EDGEIPK(edge Connect 5.0), Duck Greek Suit,
Visual Studio ,
• Databases: SQL Server, Oracle 10G/11G/19C, Oracle
Forms
• Configuration Management : , IBM Clear Case and
Clear Quest , Microsoft Visual Studio
• Methodology – Agile and Waterfall
• Source Controller - TFS, SVN
Hobbies and interests
- Poetry
- Cricket
- Driving
Accomplishments
- Gem awards for Maximum Delivery led Sales (2.8 Million Euros in Year 2025)
- Client value Creator - 2024
- Mentorship Award - (Training and Mentoring Junior resource 2024)
www.linkedin.com/in/shivam-tiwari-5142ba75
Timeline
Program Manager
Capgemini Technology Services Pvt Ltd
06.2022 - Current
IT Coordinator
Zurich Financial Services
11.2020 - 07.2022
System Specialist
Zurich Financial Services
04.2017 - 10.2020
Team Lead/Senior Software Engineer
Accenture Services PVT. LTD.
09.2010 - 12.2016
B.E. - Electronics and communication
Rajiv Gandhi Technical University