VIPUL BHUNWALIA
Jaipur
Summary
Dynamic Territory Service Manager with a proven track record at CMS Info Systems, excelling in client relationship management and team leadership. Spearheaded service delivery initiatives, achieving significant improvements in operational efficiency and customer satisfaction. Adept at strategizing and driving revenue growth while fostering a collaborative team environment.
Overview
17
17
years of professional experience
Work History
Territory Service Manager
CMS Info Systems Pvt. Ltd.
04.2026 - Current
- Head Lead Service Delivery, Project Deployment, Monitoring & Control, Logistics Management, and Vendor Governance activities across assigned regions.
- Manage end-to-end service delivery operations to ensure alignment with organizational objectives and customer contractual commitments.
- Provide operational leadership to TLSs and field engineers by motivating teams to achieve service KPIs, SLA commitments, and customer satisfaction targets.
- Ensure seamless coordination between customers, monitoring teams, field engineers, and remote support teams for timely issue resolution and service continuity.
- Drove service transformation initiatives improving turnaround time (TAT), first time right (FTR), and operational efficiency.
- Monitor team performance, establish improvement plans, and conduct periodic performance reviews for TLSs and engineers.
- Oversee inventory and logistics operations including asset tracking, dispatch management, documentation, and timely delivery of material required for service support activities.
- Ensure compliance with SLAs, quality standards, safety guidelines, and service delivery processes across all regions.
- Conduct regular service review meetings with internal and external stakeholders to discuss operational performance, service improvements, and pending issues.
- Managed customer engagements, escalations, service transitions, change management activities, risks, and operational issues to ensure seamless service delivery.
- Implement Problem Management processes and conduct Root Cause Analysis (RCA) reviews to minimize recurring incidents and improve system reliability.
- Conducted periodic performance reviews with vendors and partners, measuring adherence to SLAs and service quality standards to maintain contractual obligations.
- Drive continuous improvement initiatives aimed at reducing backlog, minimizing repeat calls, improving uptime, and enhancing customer experience.
- Manage major incidents and critical escalations, ensuring timely communication, resolution, and closure within agreed timelines.
- Plan and allocate resources effectively to achieve service targets, incident resolution timelines, and project deliverables.
- Monitored compliance and security in banking operations through e-surveillance.
Territory Service Manager
CMS Info Systems Pvt. Ltd.
11.2020 - Current
- Managed projects related to company services, including ATM machines and E-surveillance, while overseeing project manpower.
- Managed ATM-banking operations
- Conducted meetings and discussions with engineers, customers, stakeholders, and top management to facilitate organizational achievements and ensure work excellence.
- Organized and implemented projects, collaborating with a team of 31 engineers, to deliver satisfactory results and minimize client setbacks.
- Monitoring and Tracking of TAT, Scheduling and Tracking the PM as per the Signed SLA.
- Generated and collected revenue from AMC, spares charges, and service charges, while pursuing additional upgrade activities to meet financial year targets.
Customer Success Manager
AGS Transact Technologies Ltd.
11.2015 - 08.2020
- Assisted customers with ATM banking services, enhancing user experience and resolving inquiries promptly.
- Managed daily service activities for accounts (OBC/PSB/AU Small Finance Bank/PSU) to ensure customer satisfaction and operational efficiency.
- Monitored and tracked TAT, scheduled and tracked PM in accordance with signed SLA to maintain service quality.
- Revenue Generation & Collection in terms of AMC, Spares Charges, Service charges and chase for additional upgradation activities and achieves target set for the respective financial year.
Key Account Manager - TIS
CMS Info Systems Pvt. Ltd.
09.2013 - 10.2015
- Managed vendor relationships for TIS, UPS, A/C, and signage, ensuring timely dispatch, delivery, and installation of machinery.
- Planning & forecasting SBI ATM/BNA/Cash Recycler deployment project (CAPAX PH-X & PH-XI).
- Collected revenue and followed up on outstanding payments, ensuring adherence to agreed payment terms.
- Assisted in ATM banking operations, contributing to efficient service delivery.
Customer Success Manager
AGS Transact Technologies Ltd.
04.2012 - 08.2013
- Generated revenue through AMC, spares charges, and service charges while pursuing additional upgrade activities to meet financial year targets.
- Managing day to day service activities of Accounts (TATA/ICICI/AXIS).
- Managed ATM banking operations, ensuring service availability and adherence to compliance standards.
Sr. Service Delivery Engineer
Omnitech Info solutions Pvt Ltd
02.2010 - 12.2010
- Managed service delivery processes for diverse client projects.
- Coordinated with cross-functional teams to ensure seamless service operations.
- Resolved technical issues and provided solutions to enhance client satisfaction.
- Provided IT support (automation) for 725 locations of Reliance petrol pump, state office, warehouse, terminal, and depot across India for Reliance Petro Project, including installation of server hardware, Windows 2003, ADS installation, and policy application.
- Earned recognition for exemplary teamwork in 2010.
Sr. Service Delivery Engineer
Microlink Solution Pvt Ltd
08.2009 - 01.2010
- Managed service delivery for client applications and infrastructure support.
- Monitored system performance and ensured optimal operation of services.
- Coordinated with cross-functional teams to resolve technical issues promptly.
- Installed and supported computer networks at customer premises, integrating computer terminals and cabling to ensure seamless connectivity.
Education
PGDIT -
Symbiosis Center of Distance learning
01-2012
BE - Computer Science
Rajasthan University
01-2008
MCSA - Microsoft Certified System Administrator
Microsoft
01-2008
HSC -
01-2003
Skills
- Operational leadership
- Operational efficiency
- Performance optimization
- Client Relationship Management
- Continuous improvement
- Leadership
- Team Building
- Working under pressure
- Strategizing
Accomplishments
Awarded as a best Team Member of Yr. 2010.
Personal Information
- Date of Birth: 07/05/87
- Marital Status: Married
Professional Technical Skills
- Capable of working under pressure and always strategize the work to meet the given deadlines.
- Willingness to learn and Confident and Hardworking Personality.
Timeline
Territory Service Manager
CMS Info Systems Pvt. Ltd.
04.2026 - Current
Territory Service Manager
CMS Info Systems Pvt. Ltd.
11.2020 - Current
Customer Success Manager
AGS Transact Technologies Ltd.
11.2015 - 08.2020
Key Account Manager - TIS
CMS Info Systems Pvt. Ltd.
09.2013 - 10.2015
Customer Success Manager
AGS Transact Technologies Ltd.
04.2012 - 08.2013
Sr. Service Delivery Engineer
Omnitech Info solutions Pvt Ltd
02.2010 - 12.2010
Sr. Service Delivery Engineer
Microlink Solution Pvt Ltd
08.2009 - 01.2010
PGDIT -
Symbiosis Center of Distance learning
BE - Computer Science
Rajasthan University
MCSA - Microsoft Certified System Administrator
Microsoft