Thangapandi Sundaram
Chennai,TN
Summary
Accomplished and strategic Operations Head with over 13+ years of experience driving service delivery, program execution, and operational excellence across large-scale global teams. Proven track record in managing multimillion-dollar programs, optimizing business processes, leading cross-functional teams, and improving client satisfaction. Expertise in scaling delivery operations, stakeholder engagement, process automation, and cost efficiency across geographies and verticals.
Overview
14
14
years of professional experience
2012
2012
years of post-secondary education
Work History
Program Manager - Delivery & Operations
iOPEX Technologies
07.2023 - Current
- Led delivery and operations for 5 or more large-scale global programs with more than 200+ team members.
- Managed a $15M+ portfolio, ensuring on-time delivery and 100% SLA adherence.
- Collaborated with the VP and Business Heads on RFI and RFP processes, including developing pitch decks for new prospective clients, from initial scoping through to successful onboarding.
- Lead global client relationship management, covering APAC, EMEA, LATAM, and North America.
- Led quarterly and annual business reviews with the client's ELT (Executive Leadership Team)
- Collaborated with the Strategy & Insights team to develop compelling sales presentations, directly supporting pre-sales activities and new business acquisition.
- Collaborated with the client and legal team to execute the MSA & SOW of the projects.
- Increased operational efficiency by 15% through the implementation of automated quality assurance processes, achieving a 100% quality score and yielding significant cost optimization.
- Collaborated with the sales and Marketing team on the account planning to scale the business.
- Drove client satisfaction and retention through strong governance and proactive risk management.
- Drive client success by conducting monthly, quarterly, and annual business reviews to build strong relationships and consistently hit KPIs.
- Mentored delivery managers, set operational KPIs, and built a strong performance culture.
- Enabled over $2M in revenue growth through process improvement and account mining.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed and maintained logistics workflows, procedures and reports.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
Senior Project Manager – Strategic Delivery
iOPEX Technologies
Chennai, Tamil nadu
04.2022 - 07.2023
- Oversaw analytics-driven operations for key AI deep learning organization.
- Integrated operational metrics into stakeholder dashboards and performance reports.
- Managed multiple different verticals, such as retail media, programmatic, and data analytics projects.
- Lead global client relationship management, covering APAC, EMEA, LATAM, and North America.
- Drive client success by conducting monthly, quarterly, and annual business reviews to build strong relationships and consistently hit KPIs.
- Streamlined change management through regular audits and cross-team collaboration.
- Mentored junior project managers and team members to enhance their skills and career growth.
- Monitored project progress, identified risks and implemented corrective measures to acquire success.
- Presented regular status reports to executive leadership, providing insights into progress made toward achieving key milestones.
- Nurtured strong working relationships with internal and external stakeholders, building trust and credibility that facilitated smooth collaboration on shared goals.
- Spearheaded process improvement initiatives that resulted in increased productivity and streamlined workflows across departments.
- Negotiated contracts with vendors and suppliers, securing favorable terms for the organization''s benefit.
- Hired and Managed onshore team of Account Management & Data Analytics team to meet customer expectations.
- Directing & Guiding strategic planning /approach to the account management team to renew /upsell the business.
Project Manager – Service Operations
iOPEX Technologies
10.2019 - 04.2022
- Improved customer acquisition performance by 20% through structured data reporting.
- Established operational dashboards for marketing and retention performance metrics.
- Built efficient reporting pipelines for campaign, CRM, and sales data operations.
- Monitored project performance to identify areas of improvement and make adjustments.
- Managed global client relationship management, covering APAC, EMEA, LATAM, and North America.
- Drive client success by conducting monthly and quarterly business reviews to build strong relationships and consistently hit KPIs.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Fostered culture of continuous improvement, conducting post-project reviews to identify lessons learned and best practices.
- Recruited and oversaw personnel to achieve performance and quality targets.
- Developed and implemented project plans and budgets to ensure successful execution.
- Monitored project progress, identified risks and took corrective action as needed.
- Enhanced project visibility, implementing dashboard and reporting tools for real-time progress monitoring.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
Team Manager – Delivery Management
iOPEX Technologies
Chennai, Tamil Nadu
10.2018 - 10.2019
- Led analytics delivery operations for AI deep learning project
- Built and maintained operational dashboards on Tableau and SQL.
- Ensured operational readiness across seasonal traffic, churn, and acquisition cycles.
- Managed the team across the globe EMEA, APAC and North Americal and ensure to meet the KPI's against the goal.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Coached junior team members, improving their skills and confidence in their roles.
- Increased client satisfaction with timely project delivery and consistent updates.
- Established clear performance metrics, enabling transparent evaluation of team progress.
- Optimized resource allocation, ensuring right personnel were assigned to key tasks.
- Launched quality assurance practices for each phase of development
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Earlier Roles: Team Lead, Subject Matter Expert, Senior Analyst
iOPEX Technologies
01.2012 - 01.2018
- Contributed to core delivery processes, client reporting, and data system implementation.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Optimized resource allocation by conducting thorough cost-benefit analyses on potential investments.
- Streamlined reporting processes, significantly reducing time required to generate insights.
Education
Master of Computer Applications (MCA) -
Paavai Engineering College
Bachelor of Science (B.Sc.) - undefined
Vivekananda College
Skills
Global Delivery
P&L Management
Program & Project Governance
KPI Tracking
Process Standardization
Quality Assurance
Risk Mitigation
Automation
Project management
Team leadership
Program leadership
Decision-making
Stakeholder management
Team leadership and direction
Resource management
Cost estimates & budgets
Remote team management
Contract development
Cost Optimization
Talent Development
Cross-functional Collaboration
Strategic Alignment
Leadership Mentoring
JIRA
Smartsheet
Tableau
SQL
Dbeaver
Zendesk
ClickHouse
Excel
PowerPoint
Additional Highlights
- Built and scaled delivery teams across US, EMEA, and offshore
- Strong track record in automation-led cost reduction and performance excellence
- Expertise in managing hybrid and remote delivery models
- Trusted advisor to senior leadership on operational planning and execution
Core Competencies
Global Delivery, Service Operations, P&L Management, Program & Project Governance, KPI Tracking, Process Standardization, Quality Assurance, Risk Mitigation, Automation, Cost Optimization, Talent Development, Cross-functional Collaboration, Strategic Alignment, Leadership Mentoring, JIRA, Smartsheet, Tableau, SQL, Dbeaver, Zendesk, ClickHouse, Excel, PowerPoint
Timeline
Program Manager - Delivery & Operations
iOPEX Technologies
07.2023 - Current
Senior Project Manager – Strategic Delivery
iOPEX Technologies
04.2022 - 07.2023
Project Manager – Service Operations
iOPEX Technologies
10.2019 - 04.2022
Team Manager – Delivery Management
iOPEX Technologies
10.2018 - 10.2019
Earlier Roles: Team Lead, Subject Matter Expert, Senior Analyst
iOPEX Technologies
01.2012 - 01.2018
Bachelor of Science (B.Sc.) - undefined
Vivekananda College
Master of Computer Applications (MCA) -
Paavai Engineering College