Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Timeline
Generic
Sarath Pillai

Sarath Pillai

Service Delivery & Experience
Navi Mumbai

Summary

As a trusted advisor to enterprise clients, I drive visibility, service reviews, and reporting throughout the implementation lifecycle. I collaborate with senior stakeholders and CxOs to enhance service delivery and ensure scalable, well-designed applications. I develop tailored service strategies, track key metrics, and identify upsell opportunities to ensure customer success.

Overview

16
16
years of professional experience
8
8
Certifications
4
4
years of post-secondary education

Work History

Manager - Service Experience

Teradata India Pvt Ltd.
09.2023 - Current
  • Results-driven service delivery and customer experience professional with strong planning, organizational, and execution skills.
  • Proven ability to manage multiple high-impact projects simultaneously while maintaining a focus on quality and operational rigor.
  • Strategic thinker with deep expertise in Data Warehousing, Business Intelligence, and On-prem/Cloud/Hybrid solutions.
  • Skilled in driving operational excellence through process improvement, service performance tracking, and stakeholder engagement.
  • Leveraged analytics and customer insights to drive service improvements, propose solutions, and implement actionable plans.
  • Proactively managed support plans, SLAs, and contracts while leading client collaboration efforts.
    Conducted regular health checks and incident reviews to optimize customer environments.
  • Led Executive Business Reviews and governance meetings with key stakeholders to ensure alignment and continuous service excellence.
  • Adept at leading client relationships, transitioning from service sales to delivery, and ensuring successful project outcomes through effective communication, detailed documentation, and consistent follow-up.
  • Experienced in collaborating across functions—from engineering and design to marketing and business development—to align project execution with strategic goals.
  • Demonstrated ability to lead meetings, manage client expectations, and build long-term value through relationship roadmaps, service reporting, and continuous improvement initiatives.
  • Actively contributed to Go-To-Market (GTM) initiatives as a subject matter experts to align product strategy and positioning.
  • Played a key role in high-impact engagements such as RFP responses, sales meetings, and industry summits, adding strategic value and insights.
  • Monitored customer satisfaction through periodic evaluations such as NPS and CSAT to gauge customer sentiment and drive continuous improvement initiatives.

Senior Manager - Technology Operations

Anuntatech
08.2018 - 09.2023
  • Predominantly playing a role of Client engagement Manager focusing on Service Delivery & Account management for diverse client base
    (Banking, Non-Banking, Aviation, Manufacturing & ITES )
  • Oversee IT Service Management processes, Service Level Agreements & Underpinning Contracts are being adhered to
  • Plan, direct and coordinate efforts of suppliers’ operations teams to manage and maintain BAU service
  • Oversee general health of the live service required to meet business requirement
  • Oversee implementation of, and adherence to, security standards
  • Manage the maintenance of Infra availability, reliability, maintainability, serviceability & continuity requirements against the cost justified service and operating level agreements for the service
  • Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organization
  • Implements communications plan. Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships
  • Accountable for Business Service Reviews (Weekly, Monthly, Quarterly)
  • Developed value propositions with comprehensive coordination & interface between internal Sales & internal/external service providers with plausible leads
  • Implemented and developed operational standards, policies and procedures.
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.

Specialist - Systems

FIS Global Solutions India Pvt Ltd
09.2015 - 08.2018
  • To plan, organize and manage staff and oversee operations to ensure stability in the organization’s IT Infrastructure both internally and for client installations, to facilitate the ongoing improvement and delivery of key IT Operations services
  • Managed the 24/5, day-to-day operational functions of the Asset Management Cloud support and examined existing processes to discover opportunities to increase effectiveness and raise service levels in a dynamic environment
  • Managed Incident and Problem Management processes across Cloud IT and key vendor service lines for immediate, decisive, and comprehensive solutions
  • Managed and measured, through KPI's, IT service lines and supplier performance in adherence to Incident, Change & Problem Control policies
  • Determined and communicated escalation/resolution across service lines and IT leadership as appropriate
  • Responsible for the daily production control meetings of major local and global incidents in assessing customer impact and awareness for reducing adverse business impact
  • Led operations team and groups from product development in post-incident problem resolution utilizing the ITIL service delivery model
  • Developed and implemented ITIL best practices processes and procedures

Senior Support Engineer

Tech Mahindra Ltd
03.2014 - 09.2015
  • Experienced in managing cross-functional teams across Cloud and OnPrem domains.
  • Led both proactive and reactive maintenance, system performance tuning, patch deployments, and security compliance.
  • Managed Citrix farms, application publishing, user access, and session control.
  • Delivered regular Citrix health reports and recommended upgrades. Oversaw server commissioning/decommissioning, patching, and change management processes.
  • Conducted root cause analysis and contributed to ITIL-based incident, problem, and change management.
  • Created and maintained documentation, mentored team members, and ensured strategic alignment with infrastructure goals.

Technical Services Specialist

IBM India Pvt Ltd
10.2011 - 03.2014
  • Lead a team of End User Computing & Service Desk
  • As part of Cross pool concept, worked as Citrix Administrator for multiple heterogenous accounts
  • Played a vital role in project transition, responsible for the initial knowledge transition, reverse transition, training plans, & providing timely updates to higher management
  • Drive effective & efficient Incident Management process to ensure timely service restoration & resolution of incidents
  • Oversee support team’s compliance with the Incident Management process
  • Manage & escalate to third party vendors for specified incidents
  • Analyzed process metrics to identify & recommend improvements, improve productivity & increase user satisfaction
  • Inform decision makers regarding selection & support of process improvements/management & establishment of standards & performance metrics
  • Conduct incident management trend analysis within the supported production environments

Operations Analyst

iGate Patni Computer Systems
04.2010 - 10.2011
  • Analyzed and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution.
  • Met SLAs and internal and external regulatory standards by conducting scheduled procedural and tool audits.

Customer Service Associate

Reliance Communications
10.2009 - 04.2010
  • Offered basic technical support for clients on wide range of company products.
  • Resolved concerns with products or services to help with retention.
  • Answered constant flow of customer calls with minimal wait times.

Education

Bachelor of Science - Computer Science

Mumbai University
Mumbai, Maharashtra, India
07.2005 - 07.2008

MBA - Data Science & Business Analytics

DY Patil University
NaviMumbai, Maharashtra, India
07.2024 - Current

Skills

Service Delivery & Management

Accomplishments

  • Collaborated with team of technology experts in developing Customer & Client engagement cohesion
  • Growth in business for existing clientele
  • ROI focused automations & service improvements
  • Account streamlining from IT compliance perspective
  • Maintain CSAT with high level of NSS
  • Represented Teradata at Gartner Summits on two occasions as exhibitor

Certification

Teradata Vantage 2.4 with Clearscape Analytics

Interests

Tech-savviness

Exploring nature

Bird watching

Long drives

Timeline

Teradata Vantage 2.4 with Clearscape Analytics

01-2025

Google AI Essentials

12-2024

MBA - Data Science & Business Analytics

DY Patil University
07.2024 - Current

Manager - Service Experience

Teradata India Pvt Ltd.
09.2023 - Current

MS Azure Fundamentals

01-2022

COBIT 5 Foundation

05-2021

Customer Success Management

01-2021

ITSM ISO/IEC 2000

01-2019

ITIL v3 CSI

11-2018

Senior Manager - Technology Operations

Anuntatech
08.2018 - 09.2023

ITIL v3 Foundation

07-2018

Specialist - Systems

FIS Global Solutions India Pvt Ltd
09.2015 - 08.2018

Senior Support Engineer

Tech Mahindra Ltd
03.2014 - 09.2015

Technical Services Specialist

IBM India Pvt Ltd
10.2011 - 03.2014

Operations Analyst

iGate Patni Computer Systems
04.2010 - 10.2011

Customer Service Associate

Reliance Communications
10.2009 - 04.2010

Bachelor of Science - Computer Science

Mumbai University
07.2005 - 07.2008

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