Ruchi Chatterjee
AVP IT Operations Delivery Manager
Delhi,UP
Summary
Results-driven IT Operations Delivery Manager with 16+ years of expertise in IT service management, customer success, and business development. Adept at aligning IT strategies with business goals to drive growth, operational efficiency, and customer satisfaction. Proven ability to optimize IT operations, enhance service delivery, and cultivate long-term client relationships. Strong background in project governance, vendor management, and security compliance. Certified in ITIL, CISM, PMP, and Azure Security.
Overview
19
19
years of professional experience
8
8
Certifications
3
3
Languages
Work History
AVP - IT Operations Delivery
Inspira Enterprise PVT LTD
11.2019 - Current
- Spearheaded IT operations and service delivery, leading to a 20% cost reduction through process optimization.
- Developed and executed customer success strategies, increasing client retention by 18% and customer satisfaction by 35%.
- Negotiated high-value IT service contracts, securing 10% cost savings and enhancing vendor partnerships.
- Led cross-functional teams to deliver IT transformation projects aligned with emerging technologies.
- Strengthened governance frameworks to ensure ISO 27001 & ITIL compliance in IT operations.
- Analyzed data to identify areas of improvement, implementing changes that resulted in greater operational efficiency.
- Successfully managed change within the organization, ensuring smooth transitions during periods of restructuring or process improvements.
- Managed projects efficiently, ensuring timely delivery and high-quality results.
- Developed and maintained strong relationships with clients, resulting in increased business opportunities.
- Increased revenue by developing targeted sales strategies tailored to specific customer segments.
- Improved customer satisfaction by streamlining processes and implementing new strategies.
- Negotiated contracts with suppliers, securing favorable terms and conditions for the company''s benefit.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
Program Manager - IT & Security Operations
Ethical Hat Cyber Securities Ltd
02.2019 - 11.2019
- Managed end-to-end IT security programs for BFSI clients, ensuring 99.9% uptime and compliance.
- Led customer engagement initiatives, improving IT security service adoption and satisfaction rates.
- Developed SOC governance frameworks, optimizing security monitoring and threat response.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
Project Lead - IT & Business Solutions
Mckinsey & Company
02.2008 - 03.2013
- Delivered enterprise IT solutions and process automation projects, increasing operational efficiency.
- Developed IT governance models aligned with global compliance standards (GDPR, NIST, ISO 27001).
- Strengthened client relationships, driving business growth through tailored IT solutions.
- Partnered with project team members to identify and quickly address problems.
- Mentored junior team members, fostering professional growth and increasing overall team efficiency.
Technical Support & IT Operations Supervisor
HCL Technologies
09.2006 - 02.2008
- Led IT operations and service desk teams, improving SLA adherence and customer service performance.
- Provided technical consulting and IT infrastructure support, reducing incident response times.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
Skills
IT & Business Operations Management
Customer Success & Relationship Management
Service Delivery & IT Operations Governance
Business Development & Strategic Planning
IT Infrastructure & Cloud Solutions
Process Optimization & Automation
Contract Negotiation & Vendor Management
Regulatory Compliance & Risk Mitigation
Team Leadership & Talent Development
Certification
CISM
Timeline
AVP - IT Operations Delivery
Inspira Enterprise PVT LTD
11.2019 - Current
Program Manager - IT & Security Operations
Ethical Hat Cyber Securities Ltd
02.2019 - 11.2019
Project Lead - IT & Business Solutions
Mckinsey & Company
02.2008 - 03.2013
Technical Support & IT Operations Supervisor
HCL Technologies
09.2006 - 02.2008