Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
DARSHAN VYAS

DARSHAN VYAS

Dubai

Summary

Business Dev & client success manager with more than (20+) years of experience successfully leading, planning, developing and implementing enterprise level programs/projects that are complex and global in nature. Dynamic team leader leveraging exemplary cross-functional leadership of diverse technical resources. Action-oriented with strong ability to communicate effectively with technology, executive, and business audiences.

Overview

23
23
years of professional experience

Work History

Business Development & Client Success Manager

Cloud4c Services FZ LLC
01.2022 - Current
  • Managing $1.5M of recurring revenue across 10 Enterprise, Mid Market & Corporate Customers
  • Achieved an average client satisfaction score of 9/10 via surveys at the conclusion of research projects
  • Achieved 85% client retention rate over 2 years risk and strategically plan to eliminate/divert risk Identifying upsell and cross‑sell opportunities.
  • Working closely with Sales and Operations leadership to manage a budgets allocated per accounts
  • Working as Integral member of the team in working on Key Accounts with Leadership throughout the Sales, Operations and Corporate Organization's throughout the company
  • Managing and maintaining good relationships and ensure a high level of customer service with accounts in GCC region
  • Performing initial on‑boarding of accounts with enterprise‑level customers, ensuring strong adoption and ongoing engagement throughout the customer's lifetime
  • Serving as the subject matter expert providing guidance and addressing challenges on work/ project management and collaboration to customers
  • Performing monthly/weekly account reviews to insure clients are meeting goals and make recommendations to improve metrics

Operations Delivery Manager

Tech Mahindra LLC
05.2021 - 01.2022
  • Developing project plans, goals, and budgets; identifying resources needed
  • Developing schedules and methods for measuring results
  • Guiding and performing strategic analysis for the project
  • Organizing and managing all phases of the project to ensure on‑time completion
  • Assembling and coordinating project team members; assigning individual responsibilities
  • Preparing requests for proposals and conducting all necessary meetings to facilitate selection of project services and products
  • Planning and overseeing the preparation and dissemination of project communications.
  • Performed business impact analysis, risk assessments, formulated recovery strategies, documented business continuity plans, conducted exercises, and implemented maintenance and improved testing and correct action scheduling.
  • Coordinated and managed resources responsible for the development, validation and maintenance of Security, Disaster Recovery, and Capability plans.
  • Minimized the impact of major system outages to critical patient care and business operations.
  • Identified and recommended security and disaster recovery practices/procedures based on cost benefit analysis.
  • Developed corporate continuity program based on risk associated with business units.
  • Educated management, leadership, and response teams.
  • Managing team of 50+ resources as part of managed services.

Sr. Service Delivery Manager

AGC Networks LLC
04.2020 - 05.2021
  • Strategic leadership of project scopes consisting of Avaya, Cisco UC, Contact Center and Cloud Computing Solutions with WFO/WFM (NICE and Verint) integrations, Security solutions and Microsoft Lync/Exchange/Collaboration solutions
  • Responsibilities included but not limited to: SoW compliance, WBS and resource management, schedule/timeline management, equipment procurement, revenue/cost forecasting and management, risk management and mitigation planning, communication planning and performance reporting, end‑user training facilitation and quality metrics, meeting facilitation, operational transition, and project closure
  • Quality assurance of critical business goals utilizing BPM, RACI, SLA's and other tools to ensure contract compliance and leverage best practices
  • Escalations, problem resolution and root cause analysis
  • Lessons learned and customer satisfaction initiatives
  • Proficient with CRM financial management and reporting tool, and MSOffice suite.
  • Assist efforts to improve technology development and project management.
  • Building and executing project plans while ensuring conformance to establish project management process and methodology.
  • Leading the technical team 40+ consultants working 24x7
  • Contributing towards project management activities as part of IT projects management team.
  • Create/Maintain Release Management Policies & Procedures
  • Create/Maintain Release Plan (co‑developed with stakeholders)
  • Demonstrates up‑to‑date expertise in Program Management and applies this to the development, execution, and improvement of action plans.
  • Reviews/approves work plan of external service providers or consultancy contracted to execute project.
  • Understand the business goals and adoption of our customers and partners, and work to develop new and innovative ways to connect them with our service teams and executives.
  • Work closely with the sales and service teams to understand renewals, new content, programs and support the team can provide to help drive closure on our highest priority engagements in the pipeline.
  • Work with stakeholders to call out issues and provide solutions to create greater project efficiencies.
  • Working closely with the Development Manager to manage the day‑to‑day work of the development team whose work is organized into iterations.
  • Participated in the operations/optimization of key Business processes including (Incident, Change, Problem and Release Management, and document Standard Operating Procedures).
  • Worked closely with Chief Information Officer in recommending hardware and software upgrades, coordinated installs, and provides backup recovery.
  • Monitored performance and provided periodic reports to management on system performance.
  • Performed all tuning, backup planning, disaster recovery, upgrades, patching, security configurations requirements, and monitoring and troubleshooting for close to six hundred end users.
  • Multi tasked in critical downtimes, articulated technical information to end users and management.
  • Managed weekly, monthly, and quarterly controls to ensure that proper monitoring and evidence collection was taking place.
  • Facilitated annual compliance audits.

Service Delivery Manager

Doyen Infosolutions Pvt. Ltd.
03.2019 - 03.2020
  • Extensive stakeholder management (primarily split between Middle east, India & Africa)
  • Management of project costs (cash and P&L)
  • Maintenance of portfolio level plans including associated resourcing plans for the entire infrastructure team.
  • Preparation of key project documentation
  • Running regular project and portfolio steering groups, presenting progress, risks and decision points
  • Adhering to the company project lifecycle including maintenance of detailed project plans, project charters, risks and issue registers, regular reporting
  • Liaise with 3rd party companies as guided.
  • Manage the production of comprehensive project plans and documentation to enable the project to be managed against a clear set of defined deliverables and milestones.
  • Developing and maintaining the Bankʼs digital channel strategy and related roadmap, product internal education and communication plan, and performance metrics
  • Managing team of 50+ technical consultants who worked 24x7.
  • Audit the service management processes (Incident Management, Change Management, Problem Management)
  • Assist the application and development teams in coordinating tasks, releases, testing and closure of issues.
  • Delivering service that meets SLA and delights the customer /(KPI: SLA achieved & high customer satisfaction)/
  • Managing financial performance and productivity improvements /(KPI: Value for customer, enhanced margin and P&L performance v Plan)

Operations Delivery Manager

Capgemini Technology Services Ltd.
12.2016 - 03.2019
  • Managing business critical infrastructure portfolio of £5M includes key cloud migration program
  • Directed strategic DC transformation program of €15M ensuring cloud offerings aligned to clientʼs IT business strategies and business drivers, ensuring cost benefits and ROI
  • Won client confidence by converting 3 months low satisfaction (CSAT) score from RED to GREEN (1.68 to 3.85) in 1.5 months, while successfully delivering challenging complex cloud migration program of €4.2M in 18 months
  • Boosted productivity by breaking silos behavior and promoted unified distributed project team approach
  • Retained top 5 talents in challenging roles, while managing people, project Team of 40 plus colleagues spread across geography
  • Established self as trustworthy leader and role model for other PM colleagues, while right shoring and creating landed role opportunities benefiting to organization
  • Establish working rhythm with various technology teams, business units, finance, procurement teams etc. in close collaboration
  • Leading multiorganizational team for driving key initiatives through risk investment decisions ensuring client conviction
  • Generated savings of avg. €381K YoY, and reported profitability of avg. 11% YoY on and above baseline vs TCV, while managing IT infrastructure portfolio of avg. €4.1M YoY – [FYʼ18‑20]
  • Setup program delivery organization in 1.5 month and secured new business opportunities of €650K – [FYʼ20]
  • Participate in RFP deal reviews, approving proposals, generated add‑on sales of avg. €274K YoY – [FYʼ18‑20]
  • Manage different contract engagements (T&M, Fixed‑Price) with clients and vendors, and approve i‑SOWs, PO, invoicing
  • Strategize, govern cloud adoption and landing zone deployments in alliance partnership with cloud providers
  • Anticipate and produce capacity plan aligning to organizational resource commitments, ensuring sustainable business
  • Ensure monthly forecasts, month‑end financials reported accurately and manage account P&L
  • Manage engagement delivery in agreed baseline, within identified constraints and dependencies
  • Collaborate with alliance partners, vendors and suppliers for developing solutions for programʼs success
  • Identify and manage risk proactively by producing effective mitigation plan, keeping contingency intact
  • Expanded stakeholder management skills in difficult and challenging environment, by managing dynamic human behaviors ensuring cultural adaptation
  • Produce and report quality status update at steering committee, leadership management reviews and cascade at weekly connect to key stakeholders
  • Develop talent by mentoring and coaching subordinates and PM colleagues

Service Delivery Manager

Atos India Pvt. Ltd.
06.2006 - 12.2016
  • Manage and oversee all project reports to an agreed schedule (or on request), including management and performance reports to IT Management.
  • Management, development, and documentation of process and procedures for project management activities.
  • Perform incident management process reviews to ensure efficient and effective workflow and to effect improvements in response time and resolution.
  • Provide executive level visibility to operational performance, incident and outage, resources assigned, project activity, service level and if necessary, budgets/cost details.
  • Lead new initiatives for outsourcing services to our providers from opportunity identification to knowledge transfer and performance measurement.
  • Accountable for managing infrastructure Managed services delivery for customer based out of US, UK, EU& APAC
  • Managing team of 150+ consultants who worked 24x7.
  • Involved in migrating, managing, and maintaining of over 200+ applications to cloud.
  • Involved in bid management, technical solutioning, designing architecture for the customer.
  • Working with line managers whose projects are affected by changes in software engineering practice, providing a broad perspective of the improvement effort, and helping them set expectations.
  • Maintaining collaborative working relationships with software engineers, especially to obtain, plan for, and install new practices and technologies.
  • Participate in the Management Meetings, customer review Meeting, Program Issue Resolution Meeting, Resource Review and Planning Meeting, Projects Control and Coordination Meeting
  • Provide Direction and Control to project team and provide a framework for communications, reporting, procedural and contractual activity.
  • Ensuring contract deliverables and obligations are met.
  • Office Program Management of large/complex enterprise customer solutions primarily in the Global Managed Services arena
  • Programs comprised primarily of complex Contact Center solutions to include IVR, VP, WFO, IP networking programs, Cloud based solutions, PBX, and Voice Messaging new installs, upgrades and major moves
  • Major Contact Center upgrade and WFO integration project for Cricket Wireless utilizing Agile principles, practices, tools and techniques across Agile methodologies
  • Quality assurance of critical business goals utilizing business process mapping, RACI, SLA's and other tools to ensure efficiency and leverage best practices
  • Proposal development and presentations in response to RFI's, RFP's, etc, work effort and pricing input to SoW development during contract negotiations
  • Post‑contract ‑ single point of contact for overall program implementation
  • Meeting facilitation: kickoff, implementation planning and hand‑off to operations
  • Program schedule management, multi‑site project management, resource management ‑ work break‑down structure development, critical path management, risks management and mitigation planning
  • Product procurement
  • Escalations, problem resolution and root cause analysis
  • Lessons learned
  • Program closure and Customer acceptance
  • Global on‑boarding, service assumption and transition to Day‑2 operations.
  • Performed business impact analysis, risk assessments, formulated recovery strategies, documented business continuity plans, conducted exercises, and implemented maintenance and improved testing and correct action scheduling.
  • Coordinated and managed resources responsible for the development, validation and maintenance of Security, Disaster Recovery, and Capability plans.
  • Minimized the impact of major system outages on critical patient care and business operations.
  • Identified and recommended security and disaster recovery practices/procedures based on cost benefit analysis.
  • Developed corporate continuity program based on risk associated with business units.
  • Educated management, leadership, and response teams.

Server Engineer

Wipro Infotech Ltd.
09.2004 - 06.2006
  • Excellent knowledge about VMware management tools (vCenter, vRealize delivery, VMware Configuration Manager)
  • General knowledge of system management, monitoring/alerting automation, HP Operation Management, MS SCOM/SCCM, COMM vault etc.
  • Manage Microsoft Active Directory and Group Policies across multiple sites.
  • Perform fixed assets management for server and its peripheral device.
  • Handle all escalated issues when team members are in risk of SLA failure by having good understanding of IT infrastructure, data center facilities, operational processes.
  • Ensuring the companyʼs data privacy as per GDPR is protected and build necessary framework as per UK & EU standards
  • Performing project management activities like data center consolidation and DC provisioning activities, DC migration, designing and implementation of technical solutions DC virtualization, vendor management etc.
  • Writing technical documentation for the customer.
  • Performing IT audits to ensure audits are performed as per GRC standards.
  • Responsible for managing DC service delivery, providing technical solutions for the infra managed.
  • Administer and maintain local Avaya PBX using Avaya Communication Manager v 3.1.1
  • Administer and maintain the local Avaya S8700 Server.
  • Administer and maintain the local Avaya G350 Media Gateways and the associated circuit boards for each cabinet.
  • Administer and maintain the Avaya S8700, Avaya G350 and G750 Media Gateways Server for the offsite office locations.
  • Administer and maintain local Avaya adjunct systems such as NICE Recorder, Avaya CMS, Avaya Modular Messaging and Avaya Intuity Audix
  • Program all ACD vector routing and call center programming for both local and remote sites
  • Perform all MAC duties as assigned for the local users.
  • Administer and maintain remote Avaya PBX systems using Avaya Communication Manager v 3.1.1
  • Administer and maintain remote Avaya adjunct systems such as Avaya CMS, Avaya BCSM and Avaya Intuity Audix
  • Perform all MAC duties as assigned for the remote location users
  • Monitor PRI communication circuits associated with local and remote site PBX trunk groups.
  • Coordinate with vendors to complete projects related to the local and remote site Avaya systems.
  • Coordinate with vendors and assist with troubleshooting any issues with local and remote location POTS lines and T‑1 communications circuits.
  • Administer all company cell accounts for the local and remote sites, regarding equipment purchasing and troubleshooting as well as billing and account changes.
  • Maintain documentation regarding company T‑1 and PRI circuits, toll free numbers, and local DID information for the local and remote location Avaya PBX systems.
  • Maintain documentation for accounts with Telecom vendors
  • Maintain twenty‑four hours on call duties for assigned local and remote sites.
  • Modernized company web site improving delivery features, analytics, and shareholder functionality.
  • Reduced cost associated with physical hot‑site recovery strategies by utilizing BYOD and virtualization.
  • Served on local response team for large site under regular threat of hurricane.
  • Improved controls related to business continuity and information security leading to high scores on internal and external audits.
  • Developed off‑cycle record keeping system deletion process resulting in significant cost savings.
  • Represented company on industry wide cost basis system changes resulting from Emergency Economic Stabilization Act.
  • Participated in industry wide discussions, organized divisional requirements and successfully implemented.

Field Engineer

Technova Automation Pvt. Ltd.
06.2002 - 09.2004
  • Answer service calls independently without assistance within one year of employment.
  • Configured Outlook express, troubleshoot Internet Dialup, browsing and email problems
  • Managed and troubleshooting all escalated of hardware as well as n/w related calls from customers.
  • Involved discussion with dealers and distributors about sales lead and increase business for company.
  • Provided solution to the customer through email as per customer demand.
  • Participate meeting with Management and agents to improve quality service of customer.
  • Perform all MAC duties as assigned for the local users.
  • Administer end‑user programming using Avaya Communication Manager v 3.1
  • Administer and maintain local Avaya adjunct systems such as NICE Recorder, Avaya CMS, and Avaya Intuity Audix
  • Coordinate with vendors and assist with troubleshooting any issues with local and remote location POTS lines and communications circuits.
  • Coordinate with vendors to complete projects related to the local and remote Avaya systems.

Education

B.E. - Electronics

RS COLLEGE OFENGINEERING
India
06.2001

Skills

  • Leadership
  • Ability to Influencing
  • Lead
  • Delegate
  • Critical thinking
  • Decision making
  • Problem solving skills
  • Solution orientated
  • Relationship building
  • Negotiation
  • Flexible & Adaptable
  • Positive attitude
  • Change Management
  • Project Planning
  • Project Implementing & Reporting
  • Resource Management
  • Risk Management
  • Contract Administration
  • Process Improvement
  • Managing Project Quality
  • Agile Coach
  • PRINCE 2 Agile
  • PRINCE 2 Practitioner
  • ITIL 4 Foundation
  • AZURE Certification
  • AWS Certification

Accomplishments

  • Certified Cloud Security Knowledge(CCSK)
  • Certified Microsoft Azure Administrator
  • SAFE Agile - POPM
  • The open group architecture forum (TOGAF)
  • Scrum Fundamentals Certified (SFC)
  • Project Management Professional (PMP)
  • Certified Information Security Manager (CISM)
  • Certified Ethical Hacker (CEH)
  • Certified Information Systems Auditor (CISA)
  • AWS Cloud Certification (Associate level)
  • Agile Scrum Master Certification (ASM)
  • MS Azure Cloud Certification
  • ITIL V4 Foundation in IT service management
  • PRINCE 2 Management Certification
  • MS Project Management Certification
  • Blockchain Architect Certification
  • Blockchain Expert Certification
  • Microsoft Power BI
  • JIRA
  • Salesforce
  • Hadoop Ecosystem

Timeline

Business Development & Client Success Manager

Cloud4c Services FZ LLC
01.2022 - Current

Operations Delivery Manager

Tech Mahindra LLC
05.2021 - 01.2022

Sr. Service Delivery Manager

AGC Networks LLC
04.2020 - 05.2021

Service Delivery Manager

Doyen Infosolutions Pvt. Ltd.
03.2019 - 03.2020

Operations Delivery Manager

Capgemini Technology Services Ltd.
12.2016 - 03.2019

Service Delivery Manager

Atos India Pvt. Ltd.
06.2006 - 12.2016

Server Engineer

Wipro Infotech Ltd.
09.2004 - 06.2006

Field Engineer

Technova Automation Pvt. Ltd.
06.2002 - 09.2004

B.E. - Electronics

RS COLLEGE OFENGINEERING

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