Ketan Goswami
London
Summary
Accomplished Senior IT Service Delivery Executive with a proven track record of over 20 years in spearheading large-scale IT transformations and delivering exceptional services for clients in diverse industries such as government, telecom, healthcare, and petrochemicals. Demonstrated expertise in optimizing resource allocation and orchestrating high-impact IT initiatives with budgets exceeding $18 million. Adept at implementing hybrid and offshore models to enhance revenue and operational efficiency. Known for cultivating strong client partnerships, implementing innovative IT strategies, and guiding global teams towards operational and service excellence.
Results-driven professional with extensive experience in leadership and strategic oversight. Adept at driving organizational success through effective team collaboration and dynamic problem-solving. Recognized for adaptability and keen focus on achieving objectives.
Overview
22
22
years of professional experience
7
7
Certifications
Work History
Associate Director, IT Service Delivery
Core42
2020.01 - Current
- Oversaw IT service delivery for Mubadala in Abu Dhabi, managing IT services, data center operations, end-user support, IT security, and compliance management.
- Aligned IT services with strategic goals to enhance operational efficiencies for a diverse client portfolio.
- Managed a cross-functional team of 20 IT professionals, collaborating with SMEs, project owners, and external partners to ensure optimal service delivery, alignment, and process improvement.
- Drove revenue growth and managed P&L, consistently achieving client satisfaction scores of 8/10 or higher through proactive relationship management and strategic account development.
- Implemented new IT service delivery processes and procedures resulting in a 15% increase in efficiency and customer satisfaction.
- Led the successful implementation of a new help desk system, reducing response times by 30% and improving overall service levels.
- Collaborated with cross-functional teams to develop and execute IT projects, including system upgrades and software implementations, on time and within budget.
Delivery Project Executive
IBM Middle East
2012.09 - 2019.12
- Directed IT service delivery for high-profile clients including Mobily (Saudi Arabia), Cleveland Clinic (Abu Dhabi), Dubai Health Authority (DHA) NABIDH program, and Etihad (Abu Dhabi) with a focus on client satisfaction.
- Oversaw comprehensive outsourcing and managed service contracts, ensuring alignment with client objectives, regulatory compliance, and quality standards.
- Led a team of over 300 resources across Saudi Arabia and UAE, implementing productivity improvements and cost-reduction strategies that resulted in substantial operational gains.
- Managed P&L for multimillion-dollar contracts, including a $250 million engagement with Mobily, utilizing Agile and DevOps frameworks to transform IT services and drive client satisfaction.
Global Team Lead & Subject Matter Expert
IBM India
2009.12 - 2012.08
- Spearheaded client-focused IT service integration and support for APMM (Maersk Line), Bank of Ireland (BOI), and Transport for London (TfL), ensuring alignment with strategic and compliance objectives.
- Directed global service integration initiatives, collaborating with multiple service lines to enhance efficiency and client satisfaction.
- Led process improvement efforts and facilitated seamless transitions for new accounts, aligning with IBM's global delivery practices.
Sr. Associate
NaviSite
2008.11 - 2009.11
- Spearheaded incident and escalation management processes to guarantee swift resolution and comprehensive documentation.
Site Incharge
Wipro
2008.03 - 2008.10
- Managed and supervised helpdesk and data center teams, implementing ITIL workflows to improve service quality.
Sr. Associate
CSC
2006.07 - 2008.02
- Oversaw incident response and ensured adherence to SLAs, with a strong focus on continuous improvement and enhancing client satisfaction.
Resolution Expert
DELL
2005.01 - 2006.06
Team Leader - Operations
Reliance
2003.05 - 2004.12
Skills
End-to-End IT Service Management
Complex Project Leadership
Client & Stakeholder Engagement
Strategic Outsourcing & Cost Optimization
Financial & P&L Management
Regulatory Compliance & SLA Management
Global Team Leadership
Relationship building
Operations management
Project management
Budget management
Process improvement
Certification
PMP
Personal Information
Visa Status: UK dependent resident (no sponsorship required) UAE Golden Visa holder (10 years)
Awards
- IBM Sales Premier Program
- IBM Top Contributor Award
- IBM Delivery Excellence Award
- IBM Merit Award
Additional Location
London, England
Timeline
Associate Director, IT Service Delivery
Core42
2020.01 - Current
Delivery Project Executive
IBM Middle East
2012.09 - 2019.12
Global Team Lead & Subject Matter Expert
IBM India
2009.12 - 2012.08
Sr. Associate
NaviSite
2008.11 - 2009.11
Site Incharge
Wipro
2008.03 - 2008.10
Sr. Associate
CSC
2006.07 - 2008.02
Resolution Expert
DELL
2005.01 - 2006.06
Team Leader - Operations
Reliance
2003.05 - 2004.12