Tushar M. Lawtawar

• As a Program Manager at OnMobile Global Ltd, I led the execution of telecom value-added services and mobile content projects aimed at boosting user engagement and revenue for telecom operators
• I managed the rollout of a diverse range of mobile entertainment solutions, including music, video and innovative mobile cloud gaming content
• It also involves implementation of advanced voice and messaging solutions, such as call management and SMS services, ensuring seamless integration and functionality
• Operating within OnMobile's global framework, I focused on deploying, designing and enhancing platforms to improve customer interaction and retention, addressing the dynamic needs of the telecom industry

Key Result Areas:

Project & Delivery Management

• Ensure timely project delivery, customer satisfaction, and profitability
• Lead teams through development, integration, and client engagement
• Plan, schedule, and track project progress, managing releases and UAT
• Design support solutions and contribute to new service development
• Facilitate seamless customer onboarding and stakeholder alignment

Scrum Master

• Certified PSM I with hands-on experience in Scrum, Kanban, and SAFe methodologies
• Facilitate daily stand-ups, sprint planning, backlog refinement, and retrospectives
• Optimize team performance through Agile best practices, tracking velocity and burndown charts
• Identify and resolve impediments while enhancing stakeholder transparency and collaboration

Customer Success Strategy & Execution:

• Drive customer success and retention in Telecom & SaaS through proactive engagement and tailored solutions
• Manage customer onboarding, adoption, and long-term retention, enhancing client relationships
• Lead complex deployments, optimize results with data-driven strategies, and collaborate with sales to support revenue growth
• With over 8+ years in Project and Delivery Management, I take a strategic approach to Customer Success, covering the entire lifecycle from on-boarding to renewal
• I lead complex deployments, deliver projects on time, and apply data-driven strategies to optimize results and drive retention
• By collaborating closely with sales and support, I enhance customer touch points and support revenue growth
• As a trusted advisor, I am dedicated to evolving offerings to meet customer needs, fostering enduring customer relationships and success

Pre-Sales Expertise

• Support pre-sales by aligning technical solutions with business needs
• Deliver impactful presentations, product demos, and proposals to secure client buy-in
• Offer technical insights to manage stakeholder expectations and drive Proof-of-Concept (PoC) initiatives
• Leverage SaaS, Cloud, and Telecom expertise to design scalable and innovative solutions

Technology & Customer Management:

• Define and manage technology roadmaps, fostering continuous improvement.
• Mentor teams in technical methodologies and best practices
• Lead technical evaluations, solution implementation, and customer engagements to drive business growth.
• Managed cross-functional teams for successful project completion within deadlines and budgets.
• Managed multiple strategic projects with numerous sub-projects or workstreams.
• Established strong relationships with key stakeholders, ensuring support for program initiatives.
• Leveraged project management processes and tools to define and execute projects.
• Identified program obstacles and communicated possible impacts to team.
• Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
• Optimized resource allocation, effectively balancing priorities and managing competing demands.
• Spearheaded innovative problem-solving techniques that addressed challenges head-on, resulting in effective resolution measures.

• Delivered New Features and Changes on time, within budget, and to quality standards, ensuring client satisfaction
• Provide leadership and strategic planning for successful project / product delivery
• Oversee solutions and delivery frameworks for current and new projects
• Direct development, design, and integration, managing technical teams within schedule
• Supervising full project lifecycle, including risk and change management
• Reduced customer complaints by implementing proactive communication strategies with clients.
• Oversaw delivery portfolio encompassing Europe & South American countries with 2-3+ deliveries per week.

• Track risks and issues with the delivery team
• Ensure delivery assurance and process compliance
• Provide project status reports to top management
• Hire and mentor team members
• Manage 24x7 technical support team
• Key Achievements: Successfully assembled team of 17 Members for the IBM Netezza PDA Project, achieving 80% readiness by the go-live date
• Contributed to documentation and mentoring, while managing support operations with a 92% CSAT
• Ensured timely issue analysis, reporting, and change management
• Conducted regular performance evaluations for staff members, providing constructive feedback and outlining areas of improvement.
• Developed high-performing team members through targeted training programs and one-on-one coaching.

• Design and deliver support solutions for Managed Service customers according to best practices
• Monitor team performance against SLA/KPIs and drive improvements
• Ensure clear, consistent operational procedures and documentation
• Foster a high-performance culture with a focus on teamwork and customer issue resolution
• Implement changes for new service offerings and ensure seamless customer onboarding
• Promote open communication and idea-sharing within the team
• Set business objectives, train teams, and manage strategic partnerships
• Maintain up-to-date documentation and contribute to service growth strategies
• Lead service management, achieve high customer satisfaction, and handle escalations
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Supervised operations staff and kept employees compliant with company policies and procedures.