Summary
Overview
Work History
Skills
Certification
Awards
Timeline
Sachin Pathak

Sachin Pathak

New Delhi

Summary

Accomplished leader with over 12 years of expertise in Project management, Operations Management, Process Transition, and Strategic Planning for top-tier organizations. Proven ability to design and execute operational strategies that drive revenue growth and achieve business objectives within set timeframes. Demonstrated success in steering teams toward operational excellence through effective leadership, performance monitoring, and process optimization, all aimed at boosting customer satisfaction and business profitability. Adept at collaborating with stakeholders across various sectors to deliver impactful results. Results-oriented Service Delivery and Project Manager with a distinguished track record in enhancing operational efficiency and customer satisfaction. Extensive experience in managing cross-functional teams, implementing process improvements, and achieving cost savings while elevating service quality. Eager to leverage my skills and expertise in a challenging role to deliver outstanding service and drive organizational success. Specialties: Operations Management, Customer Service, Process Improvement, Strategic Planning, People Management, Business Development, Relationship Building, Digital Strategy, Transformation, Insights, Technology, and Telecom.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Project Manager at HCL Verizon Project

HCL Tech
04.2024 - Current
  • Company Overview: US-based telecom company.
  • Accountable for comprehensive project management, from planning to execution and oversight, for Verizon, a US-based telecom company.
  • Managing end-to-end project delivery, from planning and execution to reporting outcomes.
  • Overseeing multiple stakeholders and ensuring alignment with strategic goals.
  • Implementing process automation and digital finance solutions (e.g., for finance-related roles).
  • Developing RFPs, conducting market analysis, and negotiating supplier agreements.
  • Managing contracts to ensure compliance and cost efficiency.
  • Identifying risks, resolving issues, and ensuring milestones are met.
  • Leading organizational initiatives such as disaster recovery planning, process documentation and technology rollouts.
  • US-based telecom company.
  • Projects Delivered: Apple (US), Securitas (US), Maximus Corp (US), Well Fargo (US), Johnson Controls (APAC).

Service Governance

BT Group
05.2023 - 04.2024
  • Design and delivery of governance process that ensures effective control for change management and new product delivery across the Enterprise Service organizations.
  • Led a cross-functional team to implement a new client onboarding process, reducing time-to-value by 30% and increasing client satisfaction scores by 25% within six months.
  • Championed the integration of AI-driven customer insights tools, enhancing personalized client interactions and boosting NPS scores by 20% across the client portfolio.
  • Implemented a data-driven feedback loop, leveraging client insights to drive product enhancements, leading to a 40% reduction in support tickets over one year.
  • Coached and mentored junior team members, fostering a collaborative environment that improved team productivity.
  • Streamlined the client reporting process by implementing automated dashboards, reducing report preparation time.
  • Accountable for Forecasting / Scheduling Site Strategy / Real Time / Supplier Management / Monthly Planning Cycle Governance / Business Continuity / Service Recovery and Service Level attainment, AIP and managing UK and onshore stakeholder.

Project Management Professional

BT Group
01.2020 - 04.2023
  • Led high-value, end-to-end network and telecom transformation projects within British Telecom's Global Services division.
  • Successfully managed large-scale deployments, migrations, and service transitions across enterprise and government sectors between 2021 and 2024, including SD-WAN rollouts, WAN refresh programs, and Unified Communications integrations.
  • Proficient in coordinating with BT's internal delivery teams, global vendors, and enterprise clients to deliver strategic programs on time and within scope.
  • Strong expertise in Agile and Waterfall methodologies, ITIL processes, risk mitigation, and stakeholder engagement across multiple geographies.
  • SD-WAN Transformation for Global Banking Client (2022-2023): Managed end-to-end deployment of Cisco Viptela SD-WAN across 500+ international sites in Europe, Asia, and the Americas.
  • WAN Refresh & Migration for UK Government Department (2021-2022): Spearheaded a WAN upgrade project covering 250+ public sector offices, involving BT's IP Connect and Ethernet services.
  • Unified Communications Rollout for Global Retail Brand (2021-2023): Oversaw the implementation of BT Cloud Voice and MS Teams Direct Routing for 10,000+ users across 12 countries.
  • Network Optimization for EMEA Manufacturing Sites (2022): Delivered LAN and wireless network upgrades for 70+ manufacturing facilities under a managed service framework.
  • Service Transition for a Fortune 100 Logistics Client (2021-2022): Managed transition of legacy services (Voice, LAN, WAN) to BT's new managed services model.

Team Manager

BT Group
03.2017 - 12.2019
  • Experienced project and people leader with a strong track record in launching new operations, managing cross-functional teams, and driving continuous performance improvement.
  • Successfully led the transition and launch of a customer complaint operation, onboarding and managing 120+ advisors and establishing foundational processes from the ground up in April 2018.
  • Piloted and scaled the Connections ProCare program in GBS, training and mentoring new hires in June 2019 to deliver enhanced customer support.
  • Spearheaded bottom quintile performance management through structured planning and execution, significantly lifting team-wide productivity.
  • Managed end-to-end team performance, ensuring achievement of KPIs and quality standards through coaching, motivation, and ongoing feedback loops.
  • Drove a culture of high performance and employee engagement by implementing recognition programs, fostering a positive work environment, and leading effective communication strategies.
  • Conducted monthly and annual performance reviews, setting measurable goals and following up with tailored development plans.
  • Mentored and developed new Team Leaders and Coaches, building future leadership capability within the organization.
  • Ensured quality assurance and compliance with corporate policies, consistently upholding service excellence.
  • Built and maintained strong stakeholder relationships with internal teams, senior management, and external vendors to support smooth project execution and issue resolution.

Business Operations Associate

BT Group
03.2015 - 02.2017
  • Responsible for handling customer inquiries and complaints through various communication channels, such as phone calls, emails, and chat support.
  • Responsible for providing technical support to customers who are experiencing issues with their BT services, such as internet connectivity, phone line issues.

Product Engineer

HCL Tech
08.2013 - 03.2015
  • Supporting BT sports.

Skills

  • Project Management
  • Team Management
  • Client Relationship Management
  • Service Delivery Management
  • Transformation Management
  • Agile Project Methodology

Certification

  • Certified Scrum Master (CSM), Scrum Alliance, 05/01/24, 05/01/26, 001647658
  • Prince2 Agile Foundation Certification in Agile Project Management, Peoplecert
  • Change Management for Projects, LinkedIn
  • Managing Project Stakeholders, LinkedIn
  • Effective Stakeholder Communications for Technology Professionals, Skillsoft, 103374762
  • Problem Solving: Generating Solutions, Skillsoft, 103285701

Awards

  • Employee of the Year - 2023, BT Group, 01/01/24, Awarded as Employee of the Year 2023 for enormous contribution towards driving governance and bring transparency in Service Governance domain.
  • Core Achiever in Transformation for FY 2021, BT Group, 04/01/21, Transformation Achiever Q1 & Q2 (2021) (CSS BO)
  • Challenge Cup Semifinalist - Transformation, BT Group, 02/01/16, Selected as Semifinalist in a team competition wherein Business transformation-based thoughts have been created and presented to leadership to being a change in the Organization.

Timeline

Project Manager at HCL Verizon Project - HCL Tech
04.2024 - Current
Service Governance - BT Group
05.2023 - 04.2024
Project Management Professional - BT Group
01.2020 - 04.2023
Team Manager - BT Group
03.2017 - 12.2019
Business Operations Associate - BT Group
03.2015 - 02.2017
Product Engineer - HCL Tech
08.2013 - 03.2015

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Sachin Pathak