Shrinidhi Sharma
BENGALURU URBAN
Summary
- Global Delivery & Transformation Leader with 25+ years’ experience managing multi-country delivery operations, PMO governance, and large technology programs across India, UK, Europe, and the US.
- Proven track record in setting up and running offshore development centers, including full P&L responsibility, process establishment, team recruitment, and scaling delivery organizations up to 200 professionals.
- Strong background in OSS/BSS fulfillment projects, SDN–NFV product development, ITSM consulting, Remedy integrations, service desk transitions, broadband programs, and smart city initiatives.
- Extensive expertise in multi-geo delivery alignment, working directly with stakeholders and senior management across the UK, Netherlands, Denmark, Middle East, and the US.
- Experienced in leading cross-functional teams of project managers, architects, analysts, developers, testers, and shared-services support units (L1/L2/L3).
- Adept at establishing PMOs, defining governance structures, building delivery rhythms, and standardizing operational processes to ensure predictable, high-quality delivery.
- Skilled in risk management, SLA/KPI delivery, jeopardy management, and post-launch stabilization for enterprise and telecom environments.
- Deep experience in offshore account management, monthly billing recovery, commercial governance, and supporting RFP/RFI/EOI lifecycles through solution engineering and presales contributions.
- Led large-scale program delivery involving municipal bodies, government stakeholders, and multi-vendor ecosystems for Smart City and infrastructure programs.
- Recognized for cross-cultural leadership, strong communication, stakeholder alignment, and the ability to operate in complex, multi-stakeholder, multi-country environments.
- Demonstrated capability to build teams, structure delivery processes, uplift delivery maturity, and guide organizations through transformation initiatives in telecom, ITSM, and public-sector domains.
- Well-positioned to support Global Delivery Centers through strengthened delivery governance, operational discipline, and scalable delivery models aligned with enterprise and public-sector needs.
Overview
28
28
years of professional experience
6
6
Certifications
Work History
Solopreneur – Program & Delivery Consultant
Sharmaks Services
Bengaluru
05.2017 - Current
- Provided end-to-end program management for a leading US-based eCommerce consultancy (Build Grow Scale), ensuring structured execution, process adherence, and timely delivery of critical backend initiatives.
- Led marketing and sales automation programs with a strong focus on backend process engineering for Legendary Strength and Lost Empire Herbs, both US based companies —improving workflow efficiency and operational consistency across customer lifecycle touchpoints.
- Delivered business re-engineering programs aimed at reducing operational bottlenecks, improving throughput, and establishing scalable delivery processes.
- Supported clients through data-driven consultancy, introducing structured decision frameworks and performance visibility mechanisms to guide strategic and operational improvements.
- Managed brand and reputation enhancement initiatives, coordinating cross-functional activities and stakeholder alignment.
- Provided advisory on customer engagement and sales revival, helping clients stabilize operations and re-establish revenue continuity through process improvements and targeted execution support.
- Assessed client workflows for AI readiness, identifying areas where automation, decision-support tools, and intelligent process flows could significantly upgrade delivery efficiency and reduce operational friction.
- Applied strategic programme leadership principles to ensure AI-led initiatives remained tightly aligned with organizational goals, commercial priorities, and end-to-end delivery outcomes.
- Utilized AI tools to optimize planning, stakeholder engagement, risk management, and reporting, creating more predictable delivery rhythms and improving communication flow across distributed teams.
- Evaluated and recommended top AI platforms and automation tools to streamline workflows, reduce manual effort and cost, and strengthen overall program performance and scalability.
- Leveraged AI-enabled collaboration and communication tools to support remote and hybrid team leadership, improving visibility, responsiveness, and team alignment while strengthening emotional intelligence and decision clarity.
- Built and maintained data dashboards and performance metrics powered by AI insights, enabling evidence-based decision-making, faster risk detection, and more informed program steering.
- Practiced ethical AI leadership, incorporating bias awareness, inclusive design considerations, and responsible AI usage frameworks into delivery environments to ensure fairness, transparency, and accountability.
Customer Delivery, Senior Consultant, Smart Cities Program
Tech Mahindra
Bengaluru
07.2016 - 05.2017
- Architected end-to-end solutioning, design, bid management, and presales activities for Tech Mahindra’s global Smart Cities programs, ensuring that solution frameworks, delivery models, and transition plans were fully aligned before handover to delivery teams.
- Engaged directly with Urban Local Bodies (ULBs) and municipal corporations, presenting Smart IT–based solutions and aligning stakeholders on technology adoption, delivery approach, and long-term implementation strategy.
- Led IT strategy formulation, program design, and delivery planning for Smart City technology implementations across multiple RFP/EOI/ROI cycles, ensuring structured governance and compliance with government standards.
- Managed programs across the entire government procurement lifecycle, including detailed project reports, RFI/RFP/EOI preparation, tender submissions, vendor evaluations, multi-vendor partnership management, lifecycle cost analysis, and PPP-model structuring for large IT initiatives.
- Contributed to program strategy by aligning Tech Mahindra’s offerings with the Smart City Mission of India and global smart-city paradigms observed in Milton Keynes, Singapore, and Dubai, ensuring delivery readiness for diverse international models.
Customer Delivery Manager, BT Transformation Program
Tech Mahindra
Bengaluru
02.2016 - 06.2016
- Oversaw the delivery of Tech Mahindra–owned services and projects for BT Openreach and BT Global Services as part of the OSS transformation program, including transition to open-source platforms within the OSS stack.
- Established policies and delivery processes to ensure consistently high service performance, implementing continuous quality-improvement initiatives based on structured customer feedback and service metrics.
- Regularly assessed customer satisfaction indicators, aligning delivery adjustments to meet or exceed expectations across multiple experience criteria and ensuring uniform experience throughout the engagement lifecycle.
- Ensured consistent stakeholder experience for all BT customer groups, maintaining alignment and timely communication from initial engagement through ongoing service delivery.
- Drove service continuity and account growth by maintaining customer satisfaction and identifying opportunities for expanded service ordering.
- Held all internal service-delivery units and teams accountable to agreed processes, SLAs, and quality expectations for BT programs executed from the Bangalore location.
- Architected and negotiated tiered pricing models enabling BT to select appropriate service levels and commercial options aligned with their operational and transformation needs.
- Operated at the Business Unit level, reporting to the VP – OSS Program for the BT customer, and managed multiple project managers across UK, Bangalore, and Pune, ensuring coordinated delivery across locations and functions.
PMO Head, SDN - NFV Product Development
Tech Mahindra
Bengaluru
01.2014 - 01.2016
- Set up and established the Offshore PMO for SDN–NFV product development, including responsibility for team recruitment, infrastructure readiness (hardware and software), and definition of delivery processes, governance mechanisms, and operational workflows.
- Enabled and oversaw roadmap planning sessions, roadshows, and industry forum participation to support the global SDN–NFV product strategy and ensure alignment between engineering, delivery, and customer-facing teams.
- Conducted market research and technology-trend analysis across the US, Europe, and Australia to develop proactive cross-geo strategies for existing customers and support future delivery positioning.
- Managed and strengthened relationships with vendors, system integrators, and vertical business units, ensuring alignment of integration strategy, technology adoption, and delivery readiness within the SDN–NFV ecosystem.
Offshore Delivery Manager, Europe OSS
Tech Mahindra
Bengaluru
01.2013 - 12.2014
- Established the Offshore Development Centre (ODC) for a major Netherlands-based telecom operator (Ziggo), with full responsibility for P&L, team recruitment, infrastructure setup (hardware/software), and defining operational and delivery processes. The ODC scaled to a peak team size of 200 across managers, analysts, designers, developers, and testers.
- Directed the delivery of organization-wide OSS fulfilment programs through a multi-disciplinary offshore team, ensuring alignment with onsite stakeholders and maintaining predictable delivery performance.
- Managed offshore account delivery and monthly billing recovery for OSS fulfilment projects, maintaining commercial accuracy and delivery compliance across project cycles.
- Provided legacy transformation consultancy, converting transformation opportunities into a €15+ million pipeline within 7 months, contributing to significant portfolio expansion.
- Supported RFP and presales activities on advanced technology initiatives, including a Smart Metering SI bid in the UK, by providing delivery models, offshore capability perspectives, and solution-aligned execution planning.
Senior ITSM Consultant / ITSM Delivery Manager
CGI (erstwhile Logica)
Bengaluru
03.2010 - 12.2012
- Set up the ITSM Projects Consultancy Division across Bangalore, Chennai, and UK offices, establishing delivery processes, team structures, and governance mechanisms for multi-location ITSM engagements.
- Successfully delivered three complex Remedy Integration programs involving multi-stakeholder and multi-vendor environments, ensuring alignment of integrations, testing, and transition activities across teams.
- Provided project and delivery consultancy for Service Desk transitions, integrations, and development/testing programs, supporting clients through structured ITSM frameworks and delivery best practices.
- Led ITSM solution engineering, effort estimation, and presales support for Business Development and Contracts teams, contributing to solution design, bid responses, and delivery modeling for new opportunities.
- Facilitated customer workshops for discovery and requirements gathering on both competitive bids and contractual projects, ensuring clarity, shared understanding, and delivery feasibility.
- Served as SPOC and end-to-end program manager for multiple high-profile customer deliveries, including Posten Norden (Denmark), Shell Cards (Netherlands), Gatwick Airport (UK), and Lotus Cars (UK).
- Delivered programs through a shared-services delivery model, coordinating Systems Integration Engineers, Remedy Developers, and Helpdesk Executives with dotted-line reporting across L1, L2, and L3 support levels.
- Managed offshore account delivery and monthly billing recovery for ITSM consulting projects, ensuring commercial accuracy, service compliance, and timely invoicing.
Program Manager - Global Innovation
Logica
Bengaluru
05.2008 - 02.2010
- Set up the Innovation Program Headquarters in Bangalore, including hiring direction, definition and rollout of innovation processes, and establishment of yearly and quarterly targets with structured tracking and reporting mechanisms.
- Managed distributed program delivery for Logica’s Global Innovation Program, overseeing a delivery group of 60+ members across India and Europe.
- Worked closely with trans-country Project Managers, Senior PMs, and Country Directors to coordinate delivery for multiple innovation initiatives; directly led a team of 7 project managers within the Bangalore Innovation function.
- Conducted interviews, team selection, and mentoring for both functional and technical roles supporting innovation projects, ensuring capability alignment with program goals.
- Participated in weekly governance interactions with the Global Innovation Director, contributing updates, risk assessments, and delivery insights across the portfolio.
- Led staff communications, training sessions, and organization-wide updates, and served as editor for executive presentations delivered by Directors to analysts and the press regarding the Innovation function within Logica.
Head - PMO & Process Transformation Program
Qwest
Bengaluru
01.2007 - 01.2008
- Managed the end-to-end Program and Process Transformation Program, overseeing delivery execution, stakeholder alignment, and process improvement initiatives across the organization.
- Guided teams through the full project lifecycle, providing direction, assistance, and escalation support as required for smooth delivery progression.
- Managed scope, effort/cost, schedule, and quality, while continuously identifying, reporting, and mitigating underlying risks across multiple workstreams.
- Collaborated with senior management and key stakeholders in the US and India on project budgeting, governance structures, and reporting mechanisms.
- Defined operational and people performance metrics, tracked process performance, and supported the development of standardized measurement frameworks.
- Played a key role in setting up the local PMO and VMO, including staffing project, delivery, and program managers and formalizing operational oversight mechanisms.
- Participated in weekly consulting interactions with the US Process Group Director, providing updates, risk insights, governance input, and transformation progress reports.
- Led staff communications and domain-wide addresses for the Process function, ensuring clarity, alignment, and consistent messaging throughout the program lifecycle.
Senior Project Manager / Program Manager
Logica CMG
Bengaluru
01.2006 - 01.2007
- Managed end-to-end project and delivery management activities, overseeing planning, execution, team coordination, stakeholder alignment, and delivery outcomes across multiple engagements.
- Participated in key decision-making and business planning meetings between UK and India senior management, ensuring alignment on delivery priorities, resource planning, commercial considerations, and operational expectations.
- Delivered project management services from the client location in Bristol, UK, supporting onsite/offshore coordination and ensuring consistent communication across geographies.
- Served as the delivery lead for the Billing System Interface development team, providing steer-level project management, issue resolution, and alignment with both client and internal technical teams.
- Oversaw deliveries to over 20 clients across the Americas, Europe, and the Middle East, ensuring structured execution, adherence to delivery commitments, and quality consistency across a geographically diverse portfolio.
Project Manager
Infosys Technologies Ltd.
Bengaluru
01.2005 - 01.2006
- Managed full project lifecycle delivery activities, including planning, execution oversight, stakeholder communication, and risk/issue tracking, while collaborating with top management on business planning for the account.
- Developed and managed BP (British Petroleum) account plans while working from the client site in Swindon, UK, supporting onsite–offshore coordination and ensuring alignment between delivery teams and client expectations.
- Oversaw target delivery and jeopardy management for ongoing development initiatives as well as post-launch live product support, ensuring timely resolution of production issues and continuity of service performance.
- Held responsibility for billing governance, recruitment, performance measurement, reward policy, and training, ensuring operational consistency, resource readiness, and compliance with delivery and financial processes.
Project Leader
MBT (Tech Mahindra)
Mumbai
01.1998 - 01.2005
- Successfully delivered BT’s Broadband program in Croydon, UK as the FlowStream Onsite Project Manager, overcoming challenges associated with BT’s siloed legacy systems and stringent delivery timelines.
- Managed transition activities including time-bound offshoring and structured handover, ensuring continuity of delivery and stable ramp-up of offshore teams.
- Participated in key decision-making and business planning discussions with middle management, aligning delivery objectives with strategic and operational priorities.
- Ensured strategic awareness and sound delivery guidance for a fixed-price project involving dynamically evolving technologies such as Java 2, Oracle 9i, Unix, and C++, providing technical steering where required.
- Led and managed the entire software development lifecycle, both conceptually and operationally, within a US$160M global organization, ensuring structured execution, quality adherence, and consistent delivery performance.
Education
P. G Diploma - Management Science, Finance
S. P. Jain Institute of Management & Research
Mumbai01.1995
B. Sc (Tech) - Pharmaceuticals & Fine Chemicals
Mumbai University
Mumbai01.1991
Skills
Global Delivery & Operations Leadership Program, Portfolio & PMO Excellence Domain & Technology-Driven Delivery Commercial & Stakeholder Leadership Execution, Strategy & Operational Improvement Professional Strengths
- Global Delivery Operations
- Multi-Country Delivery Governance (India–UK–EU–US)
- Cross-Cultural, Cross-Geo Team Leadership
- Offshore/Onsite Delivery Model Management
- Transition & Knowledge Transfer Management
- PMO Leadership & Standardization
- Portfolio & Program Governance
- SLA, KPI & Performance Management
- Risk Management & Predictable Delivery
- Quality, Compliance & Audit Leadership
- Process Transformation & Delivery Maturity Uplift
- OSS/BSS Transformation
- ITSM Consulting, Remedy Integrations & Shared Services Delivery
- Telecom & Broadband Delivery Programs
- Smart Cities & Government Technology Programs
- Enterprise SDLC Delivery (Fixed-Price & T&M)
- P&L Oversight & Cost Optimization
- Monthly Billing & Recovery Governance
- RFP/RFI/EOI Support & Presales Engagement
- Vendor & Partner Ecosystem Management
- CXO-Level Client Relationship Management
- Automation & Process Optimization
- Business Planning & Decision Support with Senior Management
- Jeopardy Management & Delivery Stabilization
- Team Recruitment, Capability Building & Performance Management
- Strategic Planning & Organizational Communication
- Visionary Leadership
- Assertive yet Collaborative Decision-Making
- Strong Communication & Stakeholder Alignment
- Proactive, Structured, Detail-Oriented Execution
Other Credentials
- Article in the 2010 issue of the World Economic Forum (ghost writer)
- Promoted a partnership called UniWeb Solutions; designed and developed a web portal for accounting professionals, 1998
- Manager - Ratings & EDP, Credit Analysis & Research Ltd. (CARE), Mumbai, 1995-1998
- Successfully helped turn around a small-scale unit facing a liquidity crunch in 1995
- Published papers in Chartered Financial Analyst, 1995 and Infosys White Paper on Corporate IT Governance, 2006
Personal Information
- Date of Birth: 05/08/68
- Visa Status: UK Resident Permit US multi-entry business visa
Trainings And Seminars
Business Process Engineering from IBM in 2005, Java ACP from Scheidegger Institute, UK in 2003, Continuous Configuration Management from TeleLogic, Oxford, UK in 2002, Visual Basic 6 including ActiveX and ASP Certification from SYSPRO Ltd., Mumbai in 1999, Oracle 7.1 and Developer 2000 from TULEC Computer Education Ltd., Mumbai in 1999, HTML 4.0 - Basic and Advanced Course from NIIT, Mumbai in 1998, In-house 'Mature Trainee' Course in Telecom and Mainframes, MBT in 1998, A residential (on-campus) training programme in Financial Analysis from Indian Institute of Management (IIM), Bangalore in 1997, ITSM and ITIL V3 in 2010, Web Logic, Web Services and XML in UK from 2001 - 2004, Basic Wireless and Wireline Telecom conducted by MBT, UK Training Centre in 2002
Languages
English
Proficient (C2)
C2
German
Beginner
A1
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Tulu
Native
Native
Certification
AI/ML and MLOPs (In progress)
References
References available upon request.
Timeline
Solopreneur – Program & Delivery Consultant
Sharmaks Services
05.2017 - Current
Customer Delivery, Senior Consultant, Smart Cities Program
Tech Mahindra
07.2016 - 05.2017
Customer Delivery Manager, BT Transformation Program
Tech Mahindra
02.2016 - 06.2016
PMO Head, SDN - NFV Product Development
Tech Mahindra
01.2014 - 01.2016
Offshore Delivery Manager, Europe OSS
Tech Mahindra
01.2013 - 12.2014
Senior ITSM Consultant / ITSM Delivery Manager
CGI (erstwhile Logica)
03.2010 - 12.2012
Program Manager - Global Innovation
Logica
05.2008 - 02.2010
Head - PMO & Process Transformation Program
Qwest
01.2007 - 01.2008
Senior Project Manager / Program Manager
Logica CMG
01.2006 - 01.2007
Project Manager
Infosys Technologies Ltd.
01.2005 - 01.2006
Project Leader
MBT (Tech Mahindra)
01.1998 - 01.2005
P. G Diploma - Management Science, Finance
S. P. Jain Institute of Management & Research
B. Sc (Tech) - Pharmaceuticals & Fine Chemicals
Mumbai University