Aug 2021 – Feb 2024 · 2 yrs 6 mos · Gurugram · Remote

• Led large-scale customer delivery and cross-functional execution initiatives across global B2B SaaS projects spanning the US, UK, and APAC regions.
• Managed a portfolio of 40+ concurrent customer engagements, working across product, engineering, delivery, and customer stakeholders to improve execution predictability, delivery quality, and customer outcomes at scale.
• Key impact:
• Improved customer satisfaction by 20% through stronger delivery governance, communication transparency, and execution management
• Maintained 90%+ customer satisfaction and 85%+ renewal rates across enterprise customer engagements
• Reduced project overruns by 25% through improved scope management, execution planning, and stakeholder alignment
• Coordinated delivery across large distributed engineering teams supporting multiple customer implementations simultaneously
• Managed complex enterprise customer expectations, escalations, and delivery priorities across global time zones
• Leadership & execution:
• Acted as the primary bridge between customer expectations, product requirements, and engineering execution realities
• Led cross-functional collaboration across engineering, product, delivery, and customer success teams
• Drove delivery predictability and operational consistency across high-volume project portfolios
• Built strong stakeholder management practices focused on transparency, accountability, and long-term customer trust
• Developed deep operational understanding of how engineering execution directly impacts customer retention and business outcomes
• Core areas: Customer Delivery • Engineering Operations • Cross-Functional Leadership • Stakeholder Management • B2B SaaS • Program Delivery • Distributed Teams • Customer Success • Delivery Governance • Enterprise Customer Management

Oct 2017 – Aug 2021 · 3 yrs 10 mos · Dubai, United Arab Emirates

• Led large-scale mobile and web application delivery programs across distributed engineering teams spanning the Middle East, India, and Eastern Europe.
• Managed delivery execution across 15+ concurrent programs with budgets ranging from $200K to $2M+, supporting clients across retail, healthcare, and logistics sectors.
• Key impact:
• Successfully delivered 12 major digital transformation and product development initiatives on time and within budget over a 4-year period
• Reduced project cost overruns by 30% through improved delivery governance, execution planning, and operational processes
• Maintained 95%+ client satisfaction through proactive stakeholder communication and structured risk management
• Contributed to 40% organizational revenue growth through successful program delivery and long-term client partnerships
• Coordinated distributed engineering teams of 30–50 engineers across multiple geographies and time zones
• Leadership & execution:
• Led cross-functional collaboration across engineering, product, delivery, and customer stakeholders
• Built scalable delivery processes supporting complex multi-region engineering programs
• Drove execution predictability, delivery transparency, and operational consistency across concurrent initiatives
• Managed enterprise client relationships, delivery escalations, and strategic stakeholder communication
• Helped establish Agile delivery practices adapted to diverse project and organizational environments
• Core areas: Program Management • Engineering Delivery • Distributed Teams • Agile Execution • Stakeholder Management • Digital Transformation • Delivery Governance • Mobile Applications • Web Platforms • Cross-Functional Leadership

Aug 2013 – Oct 2017 · 4 yrs 2 mos · Greater Delhi Area

• Led operations, organizational management, and business process transformation for a 50-person professional services organization during a period of sustained growth and operational scaling.
• Responsible for operational strategy, process optimization, cross-functional coordination, and organizational efficiency initiatives supporting business growth and client delivery operations.
• Key impact:
• Reduced operational costs by 18% through process optimization and operational efficiency initiatives
• Improved client retention by 20% through stronger project management frameworks and service delivery processes
• Supported 25% annual revenue growth without proportional headcount expansion
• Led organizational restructuring and operational modernization initiatives across multiple business functions
• Improved operational scalability, delivery coordination, and internal process governance
• Leadership & operations:
• Managed cross-functional operations spanning delivery management, client operations, business processes, and organizational planning
• Introduced scalable operational frameworks supporting long-term organizational growth
• Led change management initiatives focused on improving process adoption and operational alignment
• Worked closely with leadership teams on business planning, operational strategy, and organizational execution
• Developed a strong operational foundation in process design, organizational behavior, and execution management
• This role fundamentally shaped my approach to engineering leadership by reinforcing that successful transformation initiatives depend as much on organizational alignment and change management as they do on systems and technology.
• Core areas: Operations Leadership • Organizational Scaling • Process Transformation • Change Management • Business Operations • Delivery Management • Cross-Functional Leadership • Operational Strategy • Client Operations • Organizational Effectiveness

Apr 2009 – Jul 2013 · 4 yrs 3 mos · London Area, United Kingdom

• Managed enterprise technology and transformation initiatives within a highly regulated global professional services environment spanning 20+ international offices.
• Led complex cross-functional delivery programs with budgets up to £5M, operating under strict governance, compliance, security, and quality standards.
• Key impact:
• Successfully led a global document management system migration across 10 international offices with zero operational downtime
• Maintained a 100% compliance record across audits, governance reviews, and delivery assessments
• Delivered complex enterprise technology initiatives within highly regulated and risk-sensitive environments
• Coordinated cross-regional stakeholders, vendors, and delivery teams across multiple geographies and time zones
• Established structured delivery governance and risk management practices supporting predictable execution outcomes
• Leadership & execution:
• Managed enterprise project delivery across technology, operations, and business stakeholders
• Developed strong foundations in governance, risk management, stakeholder communication, and operational discipline
• Worked within high-accountability environments where reliability, compliance, and execution predictability were critical
• Supported enterprise-scale transformation initiatives requiring strong coordination and structured delivery management
• This role established the operational discipline and execution rigor that continues to shape my leadership approach across engineering, platform, and organizational transformation initiatives.
• Core areas: Project Management • Enterprise Technology • Governance & Compliance • Risk Management • Digital Transformation • Stakeholder Management • Global Delivery • Operational Excellence • Enterprise Systems • Cross-Functional Leadership

Jun 2006 – Apr 2009 · 2 yrs 10 mos · Reigate

• Led operations, service delivery, and transition management initiatives for enterprise client engagements within the IT services sector.
• Managed operational performance, SLA delivery, and transition programs across multiple enterprise accounts with a combined contract value exceeding £10M.
• Key impact:
• Successfully transitioned 8 major enterprise client accounts across teams and operational locations while maintaining 98%+ SLA compliance
• Reduced ticket resolution times by 25% through workflow standardization and continuous improvement initiatives
• Managed service delivery operations and operational performance metrics across 5 major enterprise clients
• Built and led high-performing client-facing operational teams of 20+ members
• Improved operational consistency, escalation management, and delivery governance across transition programs
• Leadership & operations:
• Led cross-functional coordination across operations, delivery, client management, and transition teams
• Established structured operational processes focused on reliability, accountability, and measurable service outcomes
• Managed enterprise stakeholder communication, escalation handling, and operational reporting
• Drove continuous improvement initiatives supporting operational efficiency and service quality
• Developed strong foundations in operational discipline, service management, and scalable execution practices
• This role established the operational mindset that continues to shape my engineering leadership approach today: scalable systems are built through clarity, consistency, measurable outcomes, and disciplined execution.
• Core areas: Operations Management • Service Delivery • Transition Management • SLA Management • Enterprise Operations • Continuous Improvement • Client Management • Operational Excellence • Team Leadership • Process Optimization

Apr 2003 – Apr 2006 · 3 yrs · Gurugram

• Led enterprise software development initiatives for banking and financial services clients within large-scale, high-accountability delivery environments.
• Managed engineering teams delivering enterprise-grade applications and core business systems with a strong focus on reliability, delivery discipline, and technical quality.
• Key impact:
• Led development teams of 8–12 engineers delivering enterprise software solutions for banking and financial services clients
• Delivered 5 major releases on schedule with zero critical production defects
• Provided technical leadership across architecture reviews, code quality, engineering standards, and delivery execution
• Worked closely with business stakeholders to translate complex functional requirements into scalable technical solutions
• Mentored junior engineers through code reviews, pair programming, and structured technical guidance
• Leadership & engineering:
• Contributed to enterprise application development using Java/J2EE technologies within regulated and quality-driven environments
• Established strong engineering foundations in release management, technical governance, and delivery predictability
• Developed early leadership experience managing delivery coordination, engineering quality, and stakeholder communication
• Built expertise in scalable enterprise systems, structured software delivery, and operational discipline
• This role established the engineering fundamentals that continue to influence my leadership approach today: strong architecture, disciplined execution, code quality, and predictable delivery at scale.
• Core areas: Engineering Leadership • Enterprise Software Development • Banking & Financial Services • Java/J2EE • Technical Architecture • Release Management • Code Quality • Delivery Execution • Mentorship • Enterprise Systems