Sougat D. Ghosh
Mumbai
Summary
Results-driven Operations and Service Delivery Manager with over 20 years of experience in IT infrastructure, networking, telecom, and customer success. Specialises in end-to-end project delivery, optimising service uptime, and managing complex enterprise architectures. Leads cross-functional teams to enhance operational efficiency and client retention while overseeing multi-million rupee revenue cycles.
Overview
5
5
Languages
20
20
years of professional experience
Work History
Operations Manager
Cypher Networks
Mumbai, Maharashtra
03.2025 - Current
- Directed operational strategy and infrastructure deployment schedules for technical operations, aligning delivery frameworks to enhance service uptime and improve project visibility and resource provisioning for clients.
- Monitored staff performance and developed improvement plans.
- Directed staff recruitment and training, building a highly skilled and motivated operations team.
- Recruited and hired staff for organisational vacancies and enforced consistent policies across workforce.
Customer Success Manager
SpeedGaze
Mumbai, Maharashtra
06.2022 - 02.2025
- Spearheaded client relationship management, onboarding protocols, and product training, enhancing customer satisfaction and improving account retention.
- Structured 24/7 client support channels, implementing feedback workflows to drive continuous improvement of platform features.
- Managed demo sessions and free trial transitions, facilitating new business acquisitions.
Service Delivery Manager
MN World Enterprise Pvt Ltd
Mumbai, Maharashtra
11.2019 - 06.2022
- Managed distributed technical service team of 7 professionals across multiple geographic locations, enhancing team collaboration and service delivery.
- Led end-to-end IT project management and delivery pipelines, facilitating seamless handovers and securing final client sign-offs.
- Oversaw Project and Facility Management Services (FMS), establishing centralized ledger for AMC/FMS contracts, improving contract tracking and management.
Sr. Business Development Manager
MN World Enterprise Pvt Ltd
Mumbai, Maharashtra
10.2017 - 10.2019
- Established firewall specifications aligned with traffic throughput and session handling capacities to enhance network security.
- Designed hardware solutions for enterprise clients, ensuring tailored configurations for IPPBX, CCTV systems, HPE Aruba Wi-Fi Access Points, and Cisco/HP L2/L3 stackable switches.
- Collaborated with field engineers to monitor work completion percentages, enabling timely milestone-based invoicing.
Customer Relationship Executive
MN World Enterprise Pvt Ltd
Mumbai, Maharashtra
06.2016 - 09.2017
- Negotiated credit terms and purchase agreements with network equipment distributors, enhancing product margins.
- Managed payment collections and follow-up streams for telecom and IT enterprise accounts, ensuring timely resolution of outstanding payments.
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
Business Consultant
Rajguru Solutions Pvt Ltd
Mumbai, Maharashtra
12.2013 - 06.2016
- Orchestrated multi-channel e-commerce product portfolios across major retail platforms including eBay, Flipkart, and Snapdeal.
- Structured inventory tracking systems for returned/refurbished goods and optimised logistics partnerships to enhance credit facility access.
- Executed first-level physical testing and RMA procedures to streamline procurement processes.
Asst. Manager 3 Collections
Viom Networks
Chandigarh
07.2011 - 11.2013
- Commanded a monthly collection target of ₹3.75 Crores, maintaining 100% account retention across major telecom partners.
- Partnered with PMO to resolve long-standing billing and tower issues (GBT/RTT) with BSNL ITS officers, enhancing stakeholder relations.
- Conducted monthly financial reconciliations of passive infrastructure and energy billing, ensuring alignment with project and RA teams.
Zonal Retention Head
Bharti Airtel Telemedia Limited
, Punjab & Jammu Kashmir
08.2010 - 06.2011
- Managed health of customer base exceeding 250,000 to ensure satisfaction and retention.
- Conducted Root Cause Analysis (RCA) on regional churn trends, optimising telecalling and retention agencies to enhance customer retention strategies.
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
Retention Lead & Corporate Customer Relationship Manager
Reliance Communications
, Haryana
06.2006 - 07.2010
- Managed full lifecycle and portfolio for Category 'A' corporate accounts, overseeing relationships with 50,000 clients to ensure satisfaction and retention.
- Directed store operations for Panipat and Karnal clusters, coordinating with third-party collection agencies to optimise debt recovery and client service.
- Built strong and positive relationships with customers by staying polite and helpful throughout interactions.
- Created sales and marketing strategies to increase customer base and enhance sales.
- Scheduled, arranged and attended meetings with customers to maintain trusting and long-lasting relationships.
Education
Master of Business Administration - MBA
IMS, HP University
Shimla01-2006
B.COM - Commerce
University of Mumbai
Mumbai, IN-MH01-2003
Higher Secondary - Commerce
Mumbai University
Mumbai, IN-MH01-1999
Secondary - All Subjects
Mumbai board
Mumbai01-1997
Skills
- Operations & Project Management
- Project management
- IT project delivery
- Digital Operations Management
- Process optimisation
- Agile Resource Allocation
- Vendor & Logistics Management
- Logistics coordination
- Operational planning
- Operational support
- Performance monitoring
- Resource allocation
- Service delivery
- Client Success & Retention
- Client account management
- Key Client Relationships
- Customer management
- Client onboarding
- Churn analysis
- Financial analysis
- Financial Reconciliations
- Collections management
- Advanced Microsoft Excel
- Technical Solution Sizing
- Cross-functional collaboration
- Team leadership
- Leadership development
- Negotiation
- Regulatory compliance
- Facility management
- Technical Solution Sizing
- Enterprise Infrastructure Planning
- Firewalls
- IPPBX & CCTV Systems
- HPE Aruba Access Points
- Cisco & HP Switching/Routing
- IT infrastructure
- Effective communication
- Client account management
- Procurement systems knowledge
- Digital Operations Management
- IT infrastructure
- Effective communication
Languages
English
Proficient
C2
Hindi
Proficient
C2
Marathi
Intermediate
B1
Bengali
Intermediate
B1
Punjabi
Intermediate
B1
Custom
Operations Manager, Cypher Networks, 2025-03-01, present, Mumbai, Maharashtra, Remote, Directing daily operational strategy and infrastructure deployment schedules for technical operations, aligning delivery frameworks to optimize service uptime, project visibility, and client resource provisioning.
Interests
- Listening to Music
- Singing
- Travelling
Timeline
Operations Manager
Cypher Networks
03.2025 - Current
Customer Success Manager
SpeedGaze
06.2022 - 02.2025
Service Delivery Manager
MN World Enterprise Pvt Ltd
11.2019 - 06.2022
Sr. Business Development Manager
MN World Enterprise Pvt Ltd
10.2017 - 10.2019
Customer Relationship Executive
MN World Enterprise Pvt Ltd
06.2016 - 09.2017
Business Consultant
Rajguru Solutions Pvt Ltd
12.2013 - 06.2016
Asst. Manager 3 Collections
Viom Networks
07.2011 - 11.2013
Zonal Retention Head
Bharti Airtel Telemedia Limited
08.2010 - 06.2011
Retention Lead & Corporate Customer Relationship Manager
Reliance Communications
06.2006 - 07.2010
Master of Business Administration - MBA
IMS, HP University
B.COM - Commerce
University of Mumbai
Higher Secondary - Commerce
Mumbai University
Secondary - All Subjects
Mumbai board