Vishal Sharma
HEAD OF SERVICES & IT OPERATIONS | STRATEGIC INITIATIVES & NEW BUSINESS
Mumbai
Summary
Senior enterprise leader with 19+ years of experience driving P&L growth through large-scale services, IT operations, and enterprise transformation across banking and fintech ecosystems. Proven track record of defining and monetizing new business strategies, building recurring OPEX-led managed services, and delivering mission-critical, high-availability operations in regulated environments. Currently heading Services, IT Operations, Strategic Initiatives, and New Business at OKI India, with end-to-end accountability across strategy formulation, pricing, delivery, SLA governance, enterprise IT architecture, risk & compliance, and margin performance. Previously led $1B+ enterprise service portfolios at HCLTech from a Digital Workplace perspective, operating as Global SWAT / turnaround leader for North America accounts, and managed a $500M, 7-year PepsiCo MENA engagement. Held senior IT and enterprise services leadership roles at Diebold Nixdorf, with multi-tower P&L ownership across IT and Non-IT services. Recognized for combining strategy with execution — translating enterprise vision into measurable financial, operational, and reliability outcomes at scale.
Overview
19
19
years of professional experience
4
4
Certifications
Work History
Head – Services & IT Operations, Strategic Initiatives & New Business
OKI INDIA PVT. LTD.
06.2022 - Current
- Define and execute enterprise-wide strategy to drive P&L growth through new business, transforming OKI’s services organization into a scalable, recurring OPEX-led revenue engine for banking and fintech clients.
- Launched and scaled managed services across 7,000+ ATMs (of a 19,000-ATM national footprint), creating long-term annuity revenue and strengthening OKI’s position with tier-1 banks.
- Own end-to-end P&L responsibility, including pricing strategy, cost structures, SLA commitments, margin optimization, and technology investments across nationwide operations.
- Lead end-to-end IT governance, including risk management, compliance, audit readiness, and security oversight, ensuring reliability across regulated banking environments.
- Integrated enterprise IT architecture, field services, and process excellence into a unified operating model, consistently delivering 95%+ uptime across mission-critical PAN-India infrastructure.
- Built and governed multi-year strategic partnerships with tier-1 banks, enabling contract renewals, scope expansion, and new managed services offerings.
- Defined a 7–10 year business and technology roadmap, collaborating with startup incubators and ecosystem partners to evaluate emerging technologies and future-ready service models.
- Institutionalized service governance, RCA frameworks, and operational playbooks, reducing repeat incidents and sustaining SLA excellence at scale.
- Lead large, distributed teams and multi-vendor ecosystems, acting as the executive bridge between business growth, IT modernization, and operational execution.
- (Progressive scope expansion across Services → Process → IT → Strategy & New Business)
Head – Global Service Excellence / Business Excellence (Digital Workplace)
HCL TECHNOLOGIES
11.2019 - 05.2022
- Led Global Service Excellence and SWAT operations for $1B+ enterprise service portfolios, with all North America (NORAM) strategic accounts aligned under my remit from a Digital Workplace (EUC) perspective.
- Operated as Head of SWAT / Turnaround Team, intervening in accounts flagged red on company-wide scorecards (SLA, CSAT, productivity, cost, escalations), driving rapid stabilization and measurable improvement.
- Executed time-bound transformation engagements (60–90 days), exiting accounts once metrics were stabilized, governance embedded, and leadership teams enabled.
- Drove cross-account best practice institutionalization, replicating proven delivery, tooling, and operating models from high-performing accounts to underperforming engagements.
- Played a key role in new account onboarding, providing end-to-end service excellence support including operating model design, SLA/KPI frameworks, tooling, governance, and resource readiness.
- Delivered ~$2M in direct cost savings through EUC offshoring, productivity optimization, and service standardization.
- Designed and institutionalized enterprise Best Practice Frameworks across People, Process, Tools, Transition, and BAU Operations.
- Reduced inbound contacts and executive escalations by ~25% through proactive service reliability and predictive analytics.
- Recognized with HCLTech Project Star Award for large-scale service stabilization and cost optimization.
- (Global SWAT, Turnaround & Account Onboarding Leadership – North America)
Service Delivery Manager
PepsiCo (MENA Region)
- Hired as SDM for PepsiCo MENA, leading service delivery for a $500M, 7-year managed services contract.
- Successfully stabilized and took the account live with zero critical service disruption, meeting stringent SLA and governance requirements.
- Post go-live, transitioned to Hyderabad to lead PepsiCo GCC IT support operations, representing HCL from an enterprise IT delivery and governance standpoint.
Director – IT Operations
DIEBOLD NIXDORF
03.2019 - 11.2019
- Led enterprise IT operations and architecture across India, supporting 24,000+ users and global stakeholders across APAC, Europe, and the US.
- Owned IT governance, risk, compliance, budget control, vendor strategy, and major incident management, ensuring zero business impact during critical incidents.
- Acted as a key bridge between enterprise architecture, operations, and business continuity, reporting into senior IT leadership.
Deputy General Manager / Head – IT & Non-IT Service Desk
DIEBOLD NIXDORF
04.2017 - 02.2019
- Led end-to-end IT Service Desk and Non-IT Service Desk operations, including enterprise IT order management, operating as a full P&L owner.
- Owned commercial accountability across pricing, cost structures, vendor management, margin control, and SLA commitments.
- Managed 55,000+ ATM service operations with 95% SLA adherence, overseeing a 797-member workforce across IT, field services, logistics, and non-IT service towers.
- Worked alongside the IT Head, jointly governing service strategy, delivery performance, risk, and operational scalability.
- Drove large-scale process re-engineering across ITSM, managed services, and non-IT operations, reducing SLA penalties and improving cost predictability.
- (Enterprise Services P&L Ownership)
Head – Service Desk
DIEBOLD NIXDORF
04.2015 - 03.2017
- Built and scaled a 240-member enterprise service desk supporting APAC, Europe, and US users.
- Led service transitions, RFP support, and pre-sales consulting for managed services engagements.
- Established delivery standards, reporting, and governance aligned with global ITSM best practices.
Sitel | Sutherland Global Services | Nokia
10.2006 - 03.2015
- Progressive leadership roles across operations management, service delivery, customer experience, and process excellence.
Education
Electronics And Video Engineering - Engineering
Radio Electric Institute
Mumbai 04.2001 -
Advanced Program in Leadership & Business Excellence - undefined
Indian Institute of Management
Lucknow01.2019
Skills
P&L Ownership & Margin Optimization
Strategic Initiatives & New Business Monetization
Banking & Fintech Services Operations
Managed Services & OPEX Revenue Models
Enterprise IT Operations & Architecture
IT Governance, Risk, Compliance & Audit Readiness
SLA Governance & Service Reliability
Large-Scale Program & Delivery Excellence
Vendor & Partner Ecosystem Management
Process Excellence (Six Sigma, ITIL, PRINCE2)
Enterprise Transformation & Long-Term Roadmapping
Certification
Six Sigma Black Belt
Timeline
Head – Services & IT Operations, Strategic Initiatives & New Business
OKI INDIA PVT. LTD.
06.2022 - Current
Head – Global Service Excellence / Business Excellence (Digital Workplace)
HCL TECHNOLOGIES
11.2019 - 05.2022
Director – IT Operations
DIEBOLD NIXDORF
03.2019 - 11.2019
Deputy General Manager / Head – IT & Non-IT Service Desk
DIEBOLD NIXDORF
04.2017 - 02.2019
Head – Service Desk
DIEBOLD NIXDORF
04.2015 - 03.2017
Sitel | Sutherland Global Services | Nokia
10.2006 - 03.2015
Electronics And Video Engineering - Engineering
Radio Electric Institute
04.2001 -
Service Delivery Manager
PepsiCo (MENA Region)
Advanced Program in Leadership & Business Excellence - undefined
Indian Institute of Management