Project Management- JIRA, Azure dev-ops, Microsoft Project Plan, HP ALM, Trello TeamCity, Testrail
Rakesh Sahu
Director - Service Delivery
Hyderabad
Summary
Accomplished leader with 18 years of experience driving service delivery excellence and customer success in the information technology and services industry. Leverage a strong background in service delivery management, vendor management, supplier management to lead high-performing service delivery teams focused on exceeding customer expectations.
Passionate about leading complex operations, building world-class teams, and driving business growth. Excited to take on new challenges in service delivery leadership roles.
Overview
18
18
years of professional experience
2
2
years of post-secondary education
3
3
Certifications
Work History
Service Delivery Director
Hexaware Technologies
2019.08 - Current
- P&L Ownership: Delivered $15M+ in annual revenues with margins exceeding industry benchmarks. Optimized costs through process i improvements.
- Client Relationships: Built trusted partnerships with Fortune 500 companies. Grew wallet share significantly. Maintained 95%+ satisfaction rates.
- Global Delivery: Established and scaled delivery centers across UK, Europe, Asia. Enabled 24x7 follow-the-sun model.
- Team Leadership: Built pyramid structure with 200+ member globally distributed team. Recruited and developed high-performing talent up to senior band.
- Partnered closely with cross-functional stakeholders in engineering, product, and operations to assess workforce needs and develop tailored contingent labor strategies. Optimized resource allocation across multiple projects to maximize productivity while minimizing costs.
- Developed and implemented key performance indicators to monitor progress and drive continuous improvement in service delivery processes.
Program Manager
Hexaware Technologies
2015.12 - 2019.07
- Spearheaded strategic digital transformation initiatives for major clients in Insurance(LV=), retail (LifeTime) and logistics (Inchcape Shipping) sectors, leading cross-functional program teams to modernize business processes and adopt cutting-edge technologies.
- Owned end-to-end program delivery for LifeTime's omnichannel platform implementation, ensuring seamless integration across online, mobile, and in-store channels to drive an exceptional customer experience.
- Orchestrated a large-scale technology roadmap for Inchcape Shipping to revolutionize their supply chain operations, including implementation of IoT tracking, data analytics, and AI-driven route optimization solutions.
- Leveraged exceptional stakeholder management skills to gain buy-in from diverse customer teams, adeptly navigating complex organizational dynamics while delivering strategic initiatives on time and within budget.
Senior Manager - Presales
Hexaware Technologies Ltd.
2012.06 - 2015.04
- Created and presented solutions for RFIs/RFPs, due diligence, estimation, pricing and business case preparation for multimillion-dollar deals.
- Led consulting assignments covering Digital Transformation & Application Modernization.
- Architected winning solutions in areas of test automation, API testing, Mobile and NFT across multiple verticals.
- Conducted assessments on process maturity, automation, and project delivery methodology, and devised phased roadmaps for clients to achieve their desired maturity levels.
IT Consultant
Hexaware Technologies
2006.03 - 2010.05
- Worked as IT Consultant(Onsite Coordinator- Team of 8) for Advanced Loan System( Loan Simulator, Remedial Tools and Credit Reports), SBU-Credit(CI-CFP Integration), Credit Decision System and User Profile Management
- Responsibilities included Requirement refining, Preparation of business test scenarios and then test scripts and execution
- Conceptualized the product-selection criteria matrix for Cross-Sell product portfolio
- Instrumental in the SIT, UAT, Regression and E2E testing of the application.
Education
PGDITM - Information Technology Project Management
Indian Institute of Management Mumbai
Mumbai, India 2010.05 - 2012.05
Bachelor of Technology - Computer Science & Engineering
Biju Patnaik University of Technology, Odisha
Odisha 2001.04 -
Skills
P&L forecasting and management
Vendor Management
Data Analysis and Reporting
Strategic Sourcing
Contract Negotiation
Process Improvement
Service Level Agreements
Managed Services
Sales & Presales
Software
MS Tools-Office, Teams, Sharepoint
COTS- Guidewire GI Insurance product suite, EBS core banking suite, MS Dyanamics-CRM, Salesforce CRMM Oracle HCM and FSCM
API Automation - Ready API Pro, Postman
Certification
SAFE Agilist
Timeline
Service Delivery Director
Hexaware Technologies
2019.08 - Current
Program Manager
Hexaware Technologies
2015.12 - 2019.07
Senior Manager - Presales
Hexaware Technologies Ltd.
2012.06 - 2015.04
PGDITM - Information Technology Project Management
Indian Institute of Management Mumbai
2010.05 - 2012.05
IT Consultant
Hexaware Technologies
2006.03 - 2010.05
Bachelor of Technology - Computer Science & Engineering
Biju Patnaik University of Technology, Odisha
2001.04 -