Rupesh Waghoskar
Service Manager
Mumbai,MH
Work Preference
Summary
Results-driven IT professional with 19+ years of experience in Project Management, Delivery Management, and Service Management, with a strong track record of delivering enterprise-scale technology implementations across software, infrastructure, and cybersecurity domains. Proven ability to lead complex, cross-functional programs from initiation through execution and transition, ensuring alignment with business objectives, risk management, and cost optimization.
Experienced in managing end-to-end project lifecycles, driving process automation, and enabling service transformation initiatives that improve operational efficiency, reduce manual effort, and enhance service quality. Adept at leading large, distributed teams and ensuring consistent delivery through structured governance, planning, and execution frameworks.
Strong expertise in stakeholder and vendor management, building trusted relationships across business and technology teams to drive alignment and achieve strategic outcomes. Known for a results-oriented approach, focusing on delivery excellence, continuous improvement, and customer satisfaction, with the flexibility to lead projects across diverse technologies and domains.
Overview
20
20
years of professional experience
6
6
Certification
Work History
Associate Service Manager
Dow Chemical Company
Navi Mumbai
10.2024 - Current
- Own end-to-end accountability for design, transition, and operations of infrastructure and platform services, aligning business requirements with cost optimization, risk management, and enterprise strategy
- Lead ServiceNow adoption, development, and automation initiatives for Cyber Security & Connectivity Services (CCS), driving digital transformation and process efficiency
- Act as Scrum Master and Service Owner, managing Agile-based sprint delivery for ServiceNow development, ensuring timely execution, backlog prioritization, and continuous improvement
- Successfully led Zscaler Disaster Recovery implementation as Project Manager, ensuring business continuity and minimal operational disruption
- Led Windows Defender implementation replacing Carbon Black as Scrum Master, improving endpoint security posture and operational efficiency
- Drive ServiceNow GRC initiatives, including implementation of Policy & Compliance Management, enhancing governance, risk visibility, and regulatory compliance
- Currently leading DSA Work Process Automation and Certificate Management implementation in ServiceNow, improving process standardization and reducing manual effort
- Lead delivery and implementation of new services and service changes, ensuring seamless transition to steady-state operations with minimal business disruption
- Build and maintain strong stakeholder relationships across cybersecurity, infrastructure, vendors, and business teams to align priorities and deliver outcomes
- Partner with Cyber Security teams to identify, assess, and mitigate risks, ensuring compliance with enterprise security and regulatory standards
- Maintain and enhance service offerings, documentation, and adoption frameworks to drive increased utilization and user adoption
- Lead cross-functional delivery teams to ensure service quality and adherence to timelines while consistently meeting or exceeding KPIs and customer satisfaction targets
Program Manager
Tata Consultancy Services
Mumbai
04.2022 - 08.2024
- Project Delivery: Led the successful completion of multi-sector Agile projects annually, including life sciences, manufacturing, communication, and IT. As Program Manager, ensured all projects were delivered on time, within scope, and within budget, achieving a 30% improvement in project efficiency and a 25% cost reduction by leveraging Agile methodologies and industry best practices.
- Client Relationship Management: Served as the primary point of contact for clients across diverse industries, enhancing client retention by 20% and increasing repeat business by 15%. Utilized Agile frameworks to maintain continuous client engagement and deliver consistent satisfaction, leading to robust relationship management.
- Team Leadership: Managed and mentored cross-functional Agile teams of 50+ members, fostering a high-performance culture that boosted productivity. Provided essential resources, facilitated Agile ceremonies, and encouraged skill development, leading to successful project outcomes and substantial team growth.
- Strategic Planning: Orchestrated strategic planning within Agile frameworks across multiple domains, significantly contributing to customer growth and service delivery innovation. Identified and capitalized on opportunities, enhancing service delivery by 10% through iterative improvements and continuous feedback loops.
- Quality Assurance: Implemented rigorous quality assurance processes within Agile sprints, reducing project defects by 40% and enhancing client satisfaction scores by 30%. Conducted regular performance evaluations and sprint reviews to maintain the highest delivery standards.
- Financial Management: Oversaw project budgets, consistently maintaining an operational margin of over 50%. Provided accurate financial reports and forecasts, to enhance transparency and enable informed decision-making at the senior management level.
- Risk Management: Proactively identified and mitigated risks in project delivery, reducing disruptions by 35% across various domains. Developed and implemented effective risk management strategies, ensuring smooth project execution and on-time delivery through continuous risk assessment and sprint planning.
- Security Audits & Compliance: Led security audits as part of project audits, including spot checks, software security assessments, and access management reviews. Ensured compliance with industry standards and best practices, identifying and addressing vulnerabilities early to safeguard project integrity. Successfully managed access controls and conducted regular software security checks, contributing to a 20% improvement in overall security posture
Program Manager
Tata Consultancy Services
Paris
07.2019 - 03.2022
- Program Organization: Orchestrated 3 major programs annually, aligning with business objectives to ensure success. Led ServiceNow deployments across 155 sites, ensuring seamless upgrades and functionality.
- ServiceNow Deployment: Managed ServiceNow deployment, overseeing complex integrations and coordinating with key stakeholders to meet expectations. Assisted in defining service catalogs and facilitating the DevOps lifecycle.
- Agile Project Management: Led 5 Agile projects, improving delivery efficiency by 20%. Defined sprint goals and deliverables, fostering a culture of continuous improvement and collaboration within the team.
- Budget and Planning: Managed $3M+ project budgets, achieving a 5% cost reduction. Developed project plans, tracked progress, and provided regular reports to ensure transparency and alignment with goals.
- Team Management: Led a team of 50+, enhancing performance by 15% through targeted training and mentorship. Ensured on-time delivery by resolving issues and managing sprint retrospectives.
- Goal Achievement: Increased customer satisfaction by 10% through rigorous performance metrics and clear communication. Developed KPIs to measure and manage team performance effectively.
- Stakeholder Communication: Improved stakeholder relations by 10% through effective communication and regular progress updates. Collaborated closely with teams to ensure alignment and project success.
- Reporting: Delivered comprehensive status reports to senior management, enabling strategic decision-making. Communicated sprint progress and team performance to maintain transparency.
- Risk Analysis: Implemented risk mitigation strategies, reducing disruptions by 20%. Proactively identified and addressed risks during sprints to ensure project success.
- Strategic Collaboration: Collaborated with internal teams to drive innovation and develop new business opportunities. Assisted in maturing service management practices and ensuring team readiness.
Service Management Lead
Tata Consultancy Services
Mumbai
02.2011 - 06.2019
- Procedure Promotion and Support: Led the deployment of IT service management procedures, enhancing service delivery efficiency by 20%.
- KPI Management: Optimized key performance indicators, improving service delivery metrics by 15%.
- Strategic Alignment: Spearheaded ServiceNow integration, boosting operational efficiency by 25%.
- Project Management: Managed ITSM projects, achieving goals under budget by 10% through effective resource management.
- Documentation: Produced accurate workflow documentation for ITSM, supporting a 30% increase in operational efficiency.
- Continual Service Improvement: Implemented initiatives that improved service quality and efficiency by 20%.
- ISM to ServiceNow Transition: Managed a smooth transition to ServiceNow, enhancing customer satisfaction.
- Strategy Design: Developed ITIL-compliant strategies, enhancing service capabilities and compliance by 25%.
- Customer Escalations: Resolved customer escalations, reducing incidents by 40% and maintaining high satisfaction levels.
- Customer Interaction: Regular engagement with customers, boosting relationship scores and repeat business by 30%.
- Metrics Management and Reporting: Directed metrics management, improving service delivery outcomes by 35% through strategic reporting.
Technical Lead
Sutherland Global services ltd
Mumbai
02.2010 - 01.2011
- Critical Issue Management: Handled and resolved over 500+ critical technical issues for corporate customers regarding Dell computers, achieving a 95% customer satisfaction rate by providing high-level technical support and troubleshooting complex problems.
- Process Delivery and Service Levels: Oversaw the delivery of support processes, ensuring adherence to SLAs with a 99% on-time resolution rate, consistently meeting or exceeding performance expectations across 20+ support teams.
- Level 2 Support Management: Supervised 100+ Level 2 support outcalls per week, leading to a 30% reduction in escalated issues and enhancing customer satisfaction through timely and effective problem resolution.
- Stakeholder Communications: Managed stakeholder communications effectively, providing regular updates and status reports that resulted in a 20% increase in client satisfaction and maintaining transparent, proactive communication with internal and external teams.
- Performance and SLA Management: Monitored and managed key performance indicators (KPIs) and SLAs, maintaining a 98% SLA compliance rate. Analyzed performance metrics to identify trends, leading to a 15% improvement in service delivery.
- Reporting: Created comprehensive reports showcasing team performance, with a focus on reducing resolution times by 25%, addressing issue types, and increasing customer satisfaction by 10% through data-driven insights.
- Improvement Opportunities: Identified and implemented process improvements that streamlined operations, increasing overall efficiency by 20% and enhancing service delivery, contributing to a 15% reduction in operational costs.
Customer Service Manager
Convergys Services India Pvt. Ltd
Mumbai
01.2007 - 02.2010
- Team Management: Led a team of 20+ members, driving a 30% increase in productivity and ensuring alignment with organizational goals through regular performance reviews and feedback sessions. Implemented cross-training programs, enhancing team versatility and reducing service delivery delays by 20%.
- Customer Request Fulfillment: Efficiently handled over 500+ customer requests monthly related to service fulfillment, achieving a 98% on-time response rate and maintaining an average customer satisfaction score of 4.8/5.
- Operational Management: Managed the delivery of support services, ensuring that 100% of operational requirements were met according to assigned contracts. Maintained smooth and efficient service delivery, resulting in a 15% reduction in service downtime.
- KPI Achievement: Consistently achieved 95% or higher on customer contractual Key Performance Indicators (KPIs). Provided operational support that helped staff exceed performance targets, leading to a 20% improvement in service quality.
- Staff Recruitment: Collaborated with HR to recruit and onboard over 50 skilled personnel, fulfilling staffing requirements and ensuring the team was fully equipped to meet operational demands.
- Skill Development: Designed and implemented training programs that improved team competencies by 30%, leading to a 25% increase in service delivery efficiency.
- Operational Escalations: Acted as an escalation point, successfully resolving 90% of complex issues within 24 hours. Provided guidance that maintained operational efficiency and reduced escalations by 20%.
- Training and Mentoring: Trained and mentored 50+ new joiners, ensuring they were well-integrated and fully equipped to perform in their roles. Conducted orientation sessions that reduced onboarding time by 15% and increased early productivity.
- Voice of Customer (VOC) Review: Conducted quarterly VOC reviews, analyzing feedback that led to 10% improvement in customer satisfaction and implemented changes that addressed 95% of emerging issues proactively.
Sr. Sales Executive/ Team Coach
R-Tec system's Pvt Ltd
Mumbai
11.2005 - 12.2006
- Lead Conversion: Proactively converted 60% of sales leads into potential customers by conducting over 100+ strategic cold calls monthly. Employed effective sales techniques that resulted in a 20% increase in initial customer interest in our products and services.
- Target Achievement: Assisted the team in exceeding sales targets by 15% each quarter, providing support, guidance, and motivation. Analyzed performance metrics that led to a 25% improvement in team success rates.
- Team Coaching: Coached 10+ team members on best practices, resulting in a 30% increase in successful deal closures. Delivered training sessions and one-on-one mentoring that enhanced overall team performance by 20%.
- Value Creation: Guided the team in identifying and articulating the unique value propositions of our offerings, leading to a 25% increase in customer engagement. Encouraged a customer-centric approach that resulted in 20% higher customer satisfaction.
- Objection Handling: Shared techniques and strategies for overcoming objections during the sales process, leading to a 35% reduction in lost deals. Helped team members develop resilience, resulting in a 20% increase in deal closures.
- Closing Techniques: Provided training on advanced closing techniques, helping team members to successfully close 40% more deals. Implemented role-playing exercises and feedback sessions that improved closing strategies by 30%.
Education
Bachelor of Commerce - Accounting & Finance
University of Mumbai
Mumbai, India05-2005
Skills
- Project manager
- Program manager
- Delivery Management
- IT Service Management
- ITIL
- Prince2 Practitioner
- Lean Six Sigma Green Belt
- Risk, Issue & Contingency Management
- Stakeholder Management
- Budgeting & Cost Control
- End-to-End Project Lifecycle Management
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Martathi
Proficient (C2)
C2
Certification
- ITIL Intermediate
- Prince2 Practitioner
- Six Sigma Green Belt
Timeline
Associate Service Manager
Dow Chemical Company
10.2024 - Current
Program Manager
Tata Consultancy Services
04.2022 - 08.2024
Program Manager
Tata Consultancy Services
07.2019 - 03.2022
Service Management Lead
Tata Consultancy Services
02.2011 - 06.2019
Technical Lead
Sutherland Global services ltd
02.2010 - 01.2011
Customer Service Manager
Convergys Services India Pvt. Ltd
01.2007 - 02.2010
Sr. Sales Executive/ Team Coach
R-Tec system's Pvt Ltd
11.2005 - 12.2006
Bachelor of Commerce - Accounting & Finance
University of Mumbai