Dilip Lillaney

Associate Consultant

Pune, Maharashtra, India20 yrs 7 mos experience
AI EnabledAI ML Practitioner

Key Highlights

  • Reduced MTTR by 64% through process re-engineering.
  • Accelerated onboarding timelines by 75%, enhancing client experience.
  • Scaled operations to onboard 20+ clients/month without increasing team size.
Stackforce AI infers this person is a Fintech and Telecom Operations Leader with expertise in IT Service Management and Client Delivery.

Contact

LinkedIn

Skills

Core Skills

It Service ManagementService Delivery ManagementClient ServicesProgram ManagementDelivery ManagementManaged ServicesChange ManagementProject ManagementTechnical SupportSoftware Development

Other Skills

Onboarding workflowsSLA frameworksProcess automationClient managementOnboarding SLACross-functional team leadershipOperational controlsService deliveryProgram deliveryGovernance frameworksRisk trackingStakeholder managementITIL frameworksIncident managementService reliability

About

IT Operations and Service Delivery leader with 20+ years of experience managing large-scale ITSM environments across fintech, telecom, and software services, with accountability for SLA governance and operational performance across 100+ B2B customers. Proven track record of scaling service operations and driving transformation initiatives, including reducing MTTR by ~64% (14 days to 5 days) and accelerating onboarding timelines by ~75% (30 days to 7 days), enabling faster revenue realization and improved client experience. Experienced in building structured service management practices, driving process automation, and scaling operations without increasing team size in high-growth, client-facing environments. KEY ACHIEVEMENTS Reduced MTTR by ~64% (14 days → 5 days) through process re-engineering and SLA-driven execution Accelerated onboarding timelines by ~75% (30 days → 7 days), enabling faster revenue realization Scaled operations to onboard 20+ clients/month with no increase in team size Implemented 24-hour onboarding SLA with 100% adherence, eliminating follow-ups and escalation cycles Improved release cycles from months to 2-week iterations, enhancing delivery predictability and client satisfaction

Experience

20 yrs 7 mos
Total Experience
2 yrs 6 mos
Average Tenure
--
Current Experience

Gaurik consulting company

Senior Consultant

Sep 2025 – Feb 2026 · 5 mos · Pune District, Maharashtra, India · On-site

  • Led end-to-end setup and transformation of onboarding and support operations for a fintech organization serving 100+ B2B clients across banks, investment firms, insurance, RIAs, and fintechs
  • Redesigned and automated onboarding workflows, improving throughput by ~50% and reducing timelines from ~30 days to 7 days, enabling faster revenue realization
  • Established structured support operations using Zoho Desk, managing ~100+ tickets per week and reducing MTTR from ~14 days to 5 days (~64% improvement)
  • Defined SLA frameworks, escalation models, and governance cadences, improving service predictability and reducing escalation cycles
  • Scaled operations to onboard ~10 clients per month without increasing team size through process efficiency and automation
  • Partnered with leadership to align service delivery with business growth objectives and operational readiness
Onboarding workflowsSLA frameworksProcess automationClient managementIT Service ManagementService Delivery Management

Finvu (cookiejar technologies)

Head of Operations

Jan 2025 – Sep 2025 · 8 mos · Pune District, Maharashtra, India · On-site

  • Owned end-to-end operations across onboarding, service delivery, and customer support for a fintech platform in the Account Aggregator ecosystem
  • Led cross-functional teams of ~10 members, establishing execution discipline and accountability in a high-growth environment
  • Introduced a 24-hour onboarding SLA with 100% adherence, eliminating uncertainty, follow-ups, and escalation cycles
  • Scaled operations to support onboarding of ~20 new clients per month without increasing team size through process optimization
  • Designed operational controls, SLA frameworks, and escalation models to improve service accountability and consistency
  • Stabilized fragmented processes and introduced governance cadences to improve predictability and coordination across teams
Onboarding SLACross-functional team leadershipOperational controlsService deliveryService Delivery ManagementClient Services

Digichorus technologies pvt ltd

Director Program Management

Sep 2023 – Aug 2024 · 11 mos · Pune District, Maharashtra, India · Hybrid

  • Led program delivery across 3 concurrent engagements spanning banking (Middle East), agritech, and internal initiatives
  • Managed cross-functional teams of ~30 members across delivery and engineering in a multi-project environment
  • Established governance frameworks, including risk tracking, review cadences, and escalation protocols to improve delivery control
  • Transformed delivery for agritech engagement by shifting from multi-month releases to 2-week iteration cycles, improving turnaround time, predictability, and client satisfaction
  • Acted as senior escalation point for delivery risks and client issues, maintaining stakeholder confidence
  • Aligned program execution with business priorities through close collaboration with leadership and clients
Program deliveryGovernance frameworksRisk trackingStakeholder managementProgram ManagementDelivery Management

Wunderman thompson commerce

Senior Manager - Service Operations

Apr 2021 – Sep 2023 · 2 yrs 5 mos · Noida, Uttar Pradesh, India

  • Built and scaled IT service operations for eCommerce platforms across ~10 enterprise clients in Netherlands, UK, and Asia
  • Led a team of ~10 members, managing increasing ticket volumes for Intershop and Magento platforms without additional headcount
  • Implemented ITIL-based Incident, Problem, and Change Management frameworks to improve service reliability
  • Reduced repeat incidents by enhancing monitoring, observability, documentation, and post-incident reviews
  • Established governance models, SLA reporting, and service review cadences to improve visibility and accountability
  • Led client service reviews, driving continuous improvement and strengthening client confidence
ITIL frameworksIncident managementService reliabilityClient service reviewsIT Service ManagementManaged Services

Newvision software

Consultant

Jun 2019 – Apr 2021 · 1 yr 10 mos · Pune, Maharashtra, India

  • Set up Release and Deployment Management processes to enable controlled and reliable production releases
  • Improved release predictability through structured planning, governance, and stakeholder coordination
  • Streamlined deployment workflows to reduce release-related issues and improve delivery outcomes
Release managementDeployment workflowsStakeholder coordinationChange ManagementProject Management

Burgeon it services

Client Delivery Manager

Jul 2018 – Jun 2019 · 11 mos · Pune/Pimpri-Chinchwad Area

  • Managed enterprise telecom client delivery, ensuring resolution of operational and billing issues impacting service continuity
  • Supported sales teams in proposals and client engagements to align delivery capabilities with client requirements
Client delivery managementOperational issue resolutionSales supportClient ServicesDelivery Management

Vodafone shared services india

Manager

Jan 2011 – Jan 2018 · 7 yrs · Pune

  • Led L1 and L2 support operations for European telecom clients in high-volume, SLA-driven environments
  • Managed multi-tier support teams and handled high-impact incidents with onshore coordination
  • Ensured consistent service performance through strong operational discipline and stakeholder alignment
Support operationsIncident managementStakeholder alignmentIT Service ManagementClient Services

Amdocs development center india pvt. ltd

Senior Technical Systems Engineer

Nov 2005 – Jan 2011 · 5 yrs 2 mos · Pune/Pimpri-Chinchwad Area

  • Provided L2 production support for telecom CRM platforms, resolving complex incidents and coordinating with development teams
Production supportIncident resolutionClient coordinationTechnical SupportClient Services

Rolta

CAD Production Executive

Mar 2004 – Nov 2005 · 1 yr 8 mos · Mumbai Metropolitan Region · On-site

  • Worked on VB/Oracle-based development and utility mapping projects
DevelopmentUtility mappingSoftware Development

Education

Welingkar Institute of Management

Post Graduate Diploma — Financial Management

Jan 2008 – Present

University of Mumbai

Bachelor of Engineering — Computers

Jan 1999 – Jan 2003

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