Sharat Prabhakar
Senior Customer Success Manager | Customer Experience, Service Governance & Operational Excellence
Coimbatore
Summary
Dynamic Customer Success Manager with over 21 years of experience leading global IT service and support organizations, specializing in customer-facing roles. Expertise in driving end-to-end customer outcomes, ensuring service adoption, managing escalations, and delivering a consistent customer experience at an enterprise scale. Proven track record in overseeing global L0–L3 service desk operations, vendor performance, SLA/KPI governance, and 24/7 support models. Recognized for building strong stakeholder relationships and translating service delivery into measurable customer satisfaction and business value while serving as a trusted advisor to CIOs and senior leadership teams on service performance and optimization strategies.
Overview
22
22
years of professional experience
6
6
Certifications
3
3
Languages
Work History
Senior Manager – Global IT Service Desk
Avantor Sciences
03.2017 - 12.2025
- Own Customer Success outcomes for global IT services, ensuring consistent service experience, operational stability, and customer satisfaction across regions.
- Manage the Global IT Service Desk organization comprising L0, L1, and L2 teams delivering controlled, ITIL-based services to the entire IT organization.
- Lead global 24/7 operations covering scheduling and monitoring, global L1 Service Desk, and global L2 application support.
- Drive customer engagement across multiple support channels including email, chat, ticketing tools, phone, and AI-enabled interactions.
- Act as senior escalation point for customer-impacting incidents, ensuring ownership, transparent communication, and resolution until closure.
- L0 support includes Monitoring as a Service delivered 24/7 using SAP RMJ job scheduling.
- L1 support includes end-to-end management of customer queries and service requests.
- L2 support includes production code deployment, configuration changes, data updates, and troubleshooting outages and performance issues.
- Deliver value-added services including monitoring ticket quality, voice quality (TMF), Customer Satisfaction Score (CSS), SLA, and KPI adherence.
- Accountable for end-to-end service performance metrics including ASA, ABN, and AHT across global operations.
- Oversee the IT Change Approver Board, approving, challenging, or rejecting high-risk and expedited changes to minimize customer risk.
- Control release coordination, improve visibility of release windows, and manage communications with business relationship managers and business leaders.
- Manage the Service Introduction and Optimization team responsible for IT Service Catalogue management, onboarding new services, and producing show-back cost models.
- Lead Problem Management activities including root cause analysis, lessons learned, and closure of corrective and preventive actions.
- Measure and report monthly SLA actuals for Tier-1 service providers via structured scorecards and recommend service improvement actions.
- Act as an ITIL advisory resource, supporting implementation and adoption of ITIL practices across multiple IT divisions.
- Lead vendor coordination and performance management to ensure service commitments and customer expectations are met.
- Manage financial aspects of service delivery including OpEx, CapEx planning, and business case reviews in partnership with CIO leadership teams.
Service Desk Manager
Cognizant Technology Solutions
10.2013 - 03.2017
- Managed large-scale customer support operations with teams exceeding 320 associates.
- Served as single point of contact for customer escalations, ensuring accountability and resolution.
- Drove customer satisfaction through governance of CSS, SLA, KPI, ticket quality, and voice quality.
- Led service improvement and innovation initiatives focused on enhancing customer value.
- Built strong customer relationships through transparent communication and consistent delivery.
- Managed ISO 20000 audits and ensured closure of observations impacting service quality.
Customer Success & IT Operations Leader
Wipro InfoTech
04.2004 - 10.2013
- Progressed through multiple leadership roles across global IT operations, service delivery, quality, and customer-facing support functions, supporting large enterprise customers.
- Owned end-to-end customer success and service delivery outcomes across locations, ensuring SLA adherence, service continuity, and high customer satisfaction.
- Led and scaled multi-tier support and operations teams (100+ associates), delivering global voice and non-voice support across Europe, US, UK, Middle East, APAC, and Asia.
- Acted as primary customer escalation point, ensuring ownership, coordination with internal teams and vendors, and resolution of customer-impacting issues.
- Managed enterprise IT operations including infrastructure, networks, backup, storage, security incidents, and service transitions.
- Oversaw location and regional IT operations as sole point of contact, including stakeholder communication, service governance, and operational risk management.
- Played key role in service transitions, enterprise system deployments, and PMO activities across European regions.
- Designed and optimized incident and service management workflows to improve service consistency, efficiency, and customer experience.
- Led quality and compliance initiatives including ISO 20000 and ISO 27001 audits, ensuring timely closure of observations.
- Trained managers and teams on ITIL practices, SLA management, performance tracking, and customer service standards.
- Delivered regular service performance reports, dashboards, and customer reviews to senior leadership.
- Coordinated closely with vendors and third-party providers to ensure service reliability and alignment with customer expectations.
Education
SSLC - State Board
Karnataka Secondary Education
BangalorePUC - PCMB
Pre – University Education
BangaloreBCA - Computer Applications
Dr. C.V. Raman University
Bilaspur, ChhattisgarhSkills
Customer Success Management (Enterprise)
Customer Experience & Satisfaction (CSS / CSAT)
End-to-End Customer Outcome Ownership
Customer Escalation, Risk & Issue Management
Executive, CIO & Senior Stakeholder Management
Business Relationship Management
Service Adoption, Retention & Experience Consistency
Global Service Delivery Management (L0–L3)
24/7 Operations & Support Model Management
SLA, KPI, ASA, AHT & ABN Governance
Incident, Problem, Change & Configuration Management
Service Introduction & Service Optimization
Service Catalogue Management
Release & Deployment Coordination
Root Cause Analysis & Continuous Improvement
Performance Reporting, Dashboards & Service Reviews
Vendor Coordination & Service Provider Management
Tier-1 Vendor Performance Governance
Financial Management – CapEx, OpEx & Business Case Reviews
Show-back & Cost Transparency Models
Risk, Compliance & Audit Management (ISO 20000 / ISO 27001)
ITIL Advisory & ITIL Process Implementation
Large-scale Team Leadership (100 FTE)
Global & Cross-cultural Team Management
Workforce Planning, Scheduling & Capacity Management
Performance Management, Coaching & Mentoring
Training & Capability Development
Change & Transformation Leadership
ITIL Framework (V3 & V4)
ServiceNow Administration & Service Governance
Active Directory – User & Group Management
Office 365 Administration & Collaboration Tools
Virtual Desktop Technologies (VMware, Citrix, Azure Virtual Desktop)
SAP Commerce Cloud – Application Support
SAP RMJ Job Scheduling & Monitoring
Monitoring & Incident Toolsets
Virtualization Concepts
Networking Fundamentals (TCP/IP, OSI Model)
Routing & Switching Basics
Network Security Fundamentals
Authentication & Authorization Concepts
ERP & SAP Functional Understanding (FI, MM, SD, HR)
Backup, Storage & Disaster Recovery Fundamentals
Certification
Certified Prince2 Foundation and Partitioner
Timeline
Senior Manager – Global IT Service Desk
Avantor Sciences
03.2017 - 12.2025
Service Desk Manager
Cognizant Technology Solutions
10.2013 - 03.2017
Customer Success & IT Operations Leader
Wipro InfoTech
04.2004 - 10.2013
PUC - PCMB
Pre – University Education
BCA - Computer Applications
Dr. C.V. Raman University
SSLC - State Board
Karnataka Secondary Education