Adobe Creative Cloud
Shinesun Thankappan
Digital Marketing Service Delivery Lead
THANE
Summary
Certified in Digital Marketing and a seasoned Operations Service Delivery Lead with 24+ years of experience and multiple talent priority recognitions. Customer-focused and experienced across diverse industries including IT, manufacturing, pharmaceuticals, CMT, financial services, retail, e-commerce, telecommunications, hospitality, and consumer goods. Specializes in content and creative production, marketing operations, and automation, driving operational excellence and business transformation.
Proven track record leading end-to-end client RFP processes and managing a $150Mn Total Contract Value (TCV) across 15+ Accenture accounts. Oversaw large-scale delivery teams totaling 350+, with 150+ direct reports at peak. Expert in developing optimization tools and partnering with internal automation teams to enhance efficiency, scalability, and cost savings.
Known for strong stakeholder engagement, leading high-performing teams, and fostering a collaborative, empowered culture in dynamic, fast-paced environments. Delivers quick, high-quality RFP responses with minimal iterations through a blend of technical insight and operational expertise.
Overview
25
25
years of professional experience
10
10
Certificates
4
4
Languages
8
8
years of post-secondary education
Work History
Business Advisory Manager (Service Delivery Lead)
Accenture Service Ltd
Mumbai
06.2014 - Current
- Led and managed a large creative and content team of 350+ FTEs in Mumbai, supporting 15+ global client accounts by consistently delivering marketing collateral and promotional materials within strict SLAs and KPIs.
- Proven track record of winning multiple RFPs and solution bids, securing over $200Mn in Total Contract Value (TCV) across diverse clients and industries.
- Strong talent management expertise in recruiting, training, developing employees, setting performance goals, and driving continuous improvement through regular performance reviews.
- Spearheaded the LEARN initiative, upskilling 800+ professionals in digital marketing tools and technologies, generating $200K in annual cost savings.
- Expert in cross-functional team leadership and stakeholder management, leveraging project management best practices and effective communication to overcome challenges, boost productivity, and deliver multiple concurrent projects without compromising quality or deadlines—while fostering collaboration through regular progress monitoring and issue resolution.
- Automation champion, leading initiatives including GenAI implementation and Lean methodology to automate repetitive tasks, achieving 20% YoY efficiency gains through cost reduction and improved quality and timeliness.
- Data-driven decision maker, skilled at analyzing performance metrics to identify gaps and implement corrective actions that influence executive leadership and business strategy.
- Inspirational leader and motivator, driving high team productivity and engagement through clear communication and supportive leadership.
- Recognized as a two-time "Distinct Achiever" and five-time "Talent Priority," the highest honors awarded during 12 years of performance reviews.
Senior Manager, Shared Service Center
WABCO
10.2011 - 06.2014
- Managed a Shared Service Center of 100+ IT and Creative professionals, ensuring smooth digital operations for manufacturing goals.
- Collaborated cross-functionally to drive organizational success, leading teams to meet project milestones with high-quality results while optimizing resources and reducing costs.
Team Lead
Larsen & Tubro InfoTech
01.2000 - 10.2011
- Started as a graphic designer at L&T Infotech, advancing to UI/UX and web development team lead.
- Managed creative, web, and e-commerce projects, set performance metrics, and drove risk mitigation through proactive planning.
- Fostered teamwork and collaboration with copywriters to create cohesive brand visuals across print and digital.
- Led a team of 15, developed new design concepts, supported front-end development, and managed seamless website migrations.
Education
Diploma in Multi Media Design - Creative Design
Edit MultiMedia Institute
Thane 06.2000 - 12.2000
Post - Graduate Diploma in Management (E-Commerce) - E-Commerce
Welingkar Institute of Management
Mumbai 04.2020 - 03.2022
Bachelor of Commerce - Financial Accounting
Mumbai University
Mumbai 04.1998 - 04.2004
Skills
Account management and Service Delivery Expertise
undefinedCertification
Digital Marketing Associate Program
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised a team of 250+ staff members.
- Collaborated with team of 4 in the development of various process automation projects using NodeJs and Puppeteer
- Achieved 35% Efficiency across 20 projects collaborated with team of 2 in the development of a Quality Efficiency Tool using JavaScript to identify errors upfront while working in web environment (CMS, workflow or any web environment)
- Collaborated with a team of 5 to drive the initiative of a learning program to facilitate training for employees on different CMS and automation tools.
- Collaborated with team of 2 in the development of internal portal using Angular and NodeJS to provide consolidated data view of the entire Marketing Operations for SDLs and Leadership
Recent Accomplishments
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementPersonal development programsCompany CultureQuote
The way to get started is to quit talking and begin doing.
Walt Disney
Software
All digital marketing operation's Tools
Languages
English
Advanced
Hindi
Advanced
Marathi
Upper intermediate
Malayalam
Advanced
Timeline
Six Sigma Black Belt_ Process Management and Measures
06-2025
Six Sigma Black Belt_ Leadership and Change Management
05-2025
Six Sigma Black Belt_ Lean and Six Sigma Fundamentals
05-2025
Business Analysis Basic
07-2022
Intro to social media marketing
01-2021
Strategy of Content Marketing
01-2021
Accenture Leadershiop DNA Lead Program
08-2020
Digital Marketing Associate Program
06-2020
Digital Marketing 101
06-2020
Specialisation in SEO
05-2020
Post - Graduate Diploma in Management (E-Commerce) - E-Commerce
Welingkar Institute of Management
04.2020 - 03.2022
Business Advisory Manager (Service Delivery Lead)
Accenture Service Ltd
06.2014 - Current
Senior Manager, Shared Service Center
WABCO
10.2011 - 06.2014
Diploma in Multi Media Design - Creative Design
Edit MultiMedia Institute
06.2000 - 12.2000
Team Lead
Larsen & Tubro InfoTech
01.2000 - 10.2011
Bachelor of Commerce - Financial Accounting
Mumbai University
04.1998 - 04.2004
Dancing and Painting
Dancing is my love, and throughout Covid, I got interest in Acrylic Canvas Paintings.
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