Vishal Singla
Delhi
Summary
Seasoned professional with 18 years of experience in service design operations, project management, and product lifecycle delivery. Drives end-to-end program delivery for complex technology initiatives across global markets. Specialises in business insights and process transformation to enhance operational support. Implements waterfall and agile frameworks, ensuring governance and risk management throughout project lifecycles.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Service Design Specialist
British Telecom
Gurgaon
08.2022 - Current
- Defined optimal service model for non-standard, complex customer solutions, enhancing alignment with customer needs.
- Gathered customer requirements, shaped service solutions, and set commercial pricing.
- Owned end-to-end managed service processes through sales lifecycle and in-life delivery.
- Led service solutions transformation and continuous improvement for service operations.
- Planned, executed, and transitioned complex enterprise services for global customers.
- Managed end-to-end business process delivery from planning through operational handover.
- Coordinated cross-functional delivery teams across time zones, managing risks and dependencies.
- Directed service approach in major bids, shaping deliverable contracts and costs.
- Negotiated service levels and delivery frameworks, ensuring quality standards and supporting commercial objectives.
- Delivered products and services bridging operational user needs with application gaps.
- Provided unified communication cloud and cyber security across wider network environments.
- Ran operational readiness testing governance checkpoints with stakeholder sign-offs.
- Created repeatable service design document templates, streamlining onboarding process and facilitating efficient reviews.
Senior Service Life Cycle Manager and Process Expert (PMO)
Orange Business Services
Gurgaon
11.2015 - 08.2022
- End to end support comprising Service implementation expert (SIE) and Service Life cycle Manager (SLM) role
- Defined business cases in collaboration with project manager, consolidating process and tool requirements to align with project objectives
- Validate marketing documents completeness, from a process & tools perspective
- Specified adjustments to operational processes, securing validation from Global Process Owners to ensure compliance and efficiency
- Contribute to describing end to end functional requirements and data flows based on existing tools aligned with business justification of required evolutions
- Harmonize the design of new services within commercial & technical catalogues
- Define business acceptance tests plan, execute, or supervise their execution and report results and corrective actions to guarantee deliverable is in-line with business expectation
- Created service process documentation, aligning with operational team expectations to facilitate smooth implementation and operation
- Write training modules and participate to training sessions to ensure operational teams acquire proper know-how to supply the service
- Manage service launch and support operational teams to handle first customers' contracts &/or pilot customer
- Leads the Service Improvement Plans (SIP) for Business Unit requests (minor product enhancements with no huge IT impacts)
- Participate in Feedback phase (operational pilot) in support of
- Managed operational entities to streamline processes and improve efficiency.
- Multi-Project Management: Accountable for end-to-end delivery and lifecycle management across multiple global customer projects in complex commercial environments.
- Business Case & Process Integration: Collaborated with Project Managers to define business cases, consolidate process/tool requirements, and establish delivery baselines aligned with client expectations.
- Quality & Acceptance Testing: Defined business acceptance test plans, oversaw execution, and reported results to guarantee project deliverables met contractual and quality standards.
- International Client & Team Leadership: Interfaced directly with international clients across diverse geographies, driving timely decisions and resolving delivery constraints.
- Continuous Improvement: Managed Service Improvement Plans (SIP) and operational feedback loops, leading training sessions to upscale operational readiness and lower SME dependencies.
Lead Analyst in Change Management
Colt Technology
Gurgaon
08.2014 - 11.2015
- Led scheduled infrastructure and data center change projects, managing cross-functional risk and impact assessments as Single Point of Contact (SPOC).
- Facilitated weekly CAB calls for high-risk changes and maintained clear escalation paths across internal and 3rd-party vendor stakeholders.
- Conducted impact assessment to evaluate potential effects on project outcomes
- Managed data center change projects as the single point of contact.
- Doing weekly cab calls on normal and emergency changes
- Supported scheduled planned works from 3rd parties and internal teams, ensuring timely customer notifications
- Handled customer queries regarding planned works, enhancing communication and service clarity
- Assisted DCS change management team in Bangalore, facilitating process learning and sharing of best practices
Change & Release Manager Senior Specialist
Orange Business Services
Gurgaon
04.2011 - 08.2014
- Managed hardware, software, and technology migration projects, performing pre/post-migration validation and customer acceptance testing.
- Executed service, technology, software, and hardware changes, including service upgrades.
- Collaborated with internal stakeholders to define requirements and integrate feedback into change processes.
- Assessed technical feasibility and identified complexities or challenges in implementing changes.
- Conducted cab calls for critical changes to assess impact and ensure service continuity.
- Perform Pre and post checks for all migration, service and customer acceptance tests
- Worked as VPO on duty for the requested changes
Service Desk Specialist (Service Operations)
Orange Business Services
Gurgaon
08.2007 - 03.2011
- Monitored customer network using various tools, reporting incidents promptly to enhance service delivery
- Troubleshot problems and resolved issues by collaborating with internal teams and conducting necessary checks
- Acted as point of contact for customer escalations, conducting bi-weekly service reviews and mentoring team members on new operational processes.
- Supported as point of contact for escalations, conducted biweekly calls with the customer service manager to address challenges.
- Guided team members on effective use of new processes and tools on new processes and tools, improving service quality for customers
Network Engineer (NOC)
Hughes Communication India Limited
Gurgaon
08.2006 - 08.2007
- Implemented customer network deployments, delivering L1/L2 technical support to project engineers for successful project execution.
- Provided L1 & L2 technical support to operations team and project engineers, ensuring seamless network performance.
- Monitoring customer network traffic
- Executed implementation of new customer networks, improving connectivity for clients.
Education
Matriculation & Senior secondary -
D.L D.A. V MODEL SCHOOL
DELHI, DelhiB.Tech (Hons) - Electrical & Electronics Engg.
H.C.T.M
KaithalPost Graduate Diploma - Information Technology
Symbiosis
PuneSkills
- Business operations management
- Risk management strategies
- Stakeholder engagement
- Customer experience and user experience
- Service design and process improvement
- Continuous improvement methodologies
- Transition management practices
- Vendor relationship management
- Service scheduling
- ITIL framework implementation
- Transformation project management
- Business analysis techniques
- Design thinking principles
- Innovative problem-solving
- Collaborative teamwork skills
Certification
- ITIL Foundation v4
- PMP short term learning course, IIT Delhi
- PRINCE2
- CCNA
- Microsoft Azure AZ-900, Microsoft
- Experience on platforms like Taiga, Kanban, BPMN, JIRA
- Process trainings for operational teams
Accomplishments
- Recognized with Shine, ACE, Local Achiever, Silent Achiever, and Flash Awards for outstanding delivery on critical customer projects.
- Successfully incubated cross-functional Centre of Excellence (CoE) teams in India to streamline service transition and delivery governance.
- Got star performer award, Flash award in Service design all hands call.
- Received the Shine, ACE, Local achiever, silent achiever, & Flash award for supporting critical customer projects.
- Nominated for Oscar award.
- Incubation of new teams like Centre of excellence teams in India.
- Supported as Kaizen leader, Process lead.
- Lead Success factors in Management & Executive meetings.
- Worked as shift lead for operations and service transition.
Custom
Vishal Singla
Timeline
Service Design Specialist
British Telecom
08.2022 - Current
Senior Service Life Cycle Manager and Process Expert (PMO)
Orange Business Services
11.2015 - 08.2022
Lead Analyst in Change Management
Colt Technology
08.2014 - 11.2015
Change & Release Manager Senior Specialist
Orange Business Services
04.2011 - 08.2014
Service Desk Specialist (Service Operations)
Orange Business Services
08.2007 - 03.2011
Network Engineer (NOC)
Hughes Communication India Limited
08.2006 - 08.2007
Matriculation & Senior secondary -
D.L D.A. V MODEL SCHOOL
B.Tech (Hons) - Electrical & Electronics Engg.
H.C.T.M
Post Graduate Diploma - Information Technology
Symbiosis