Himanshu Tiwari
Service Delivery Manager
Pune
Summary
An accomplished Client Success Leader with proven track record for building and leading world-class Software Support organizations for both SaaS and OnPremise. Strong industry reputation for driving business results and maximizing profitability through the delivery of exceptional product support, and prudent management of people, technology, and processes. Proven ability to manage budgets; align technology strategy with corporate strategy; set business and group goals; and lead cross-geo teams to achieve project goals and exceed client expectations.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
Work History
Service Delivery Manager - Client Success
TCS
05.2021 - Current
- Established performance metrics to track progress towards goals, allowing for adjustments as needed to ensure success.
- Facilitated cross-functional meetings to address challenges, share best practices, and strategize plans for future growth.
- Managed relationships with key stakeholders to ensure smooth project deliveries and overall satisfaction.
- Acted as a liaison between the delivery team and upper management, effectively communicating concerns and suggestions for improvements.
- Improved delivery efficiency by optimizing routes and scheduling for the team.
- Implemented quality control measures for all deliveries, resulting in fewer errors and increased customer satisfaction.
- Coordinated efforts across multiple teams during peak periods or special events to optimize staffing levels while meeting customer demand.
- Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
- Developed a streamlined onboarding process for new hires, decreasing ramp-up time and increasing productivity.
Senior Manager, Client Sucess - AP &EMEA
Acoustic Marketing India Pvt Ltd.
04.2020 - 04.2021
- Managed APAC & EMEA Client Support organization for Acoustic Marketing portfolio of products, including both SaaS & OnPremise offerings.
- Effectively build & manage teams across multiple countries to provide around-the-clock mission critical technical support for clients worldwide.
- Deliver industry best client support experience with focus on achieving best in class Net Satisfaction Index and Net Promoter Score.
- Assisted Client Success team in ensuring high level of tool Adoption thereby enhancing Customer Retention/Renewal probability.
Client Success Manager
IBM
07.2012 - 03.2020
- Established and scaled Support teams in India & Germany
- Managed a healthy portfolio containing Tealeaf SaaS, Tealeaf On-Premise, Digital Experience, Watson Content Hub
- Achieved over 95% customer/revenue retention and over 90% customer satisfaction thereby exceeding the operational and financial targets
- Enhanced innovation within support organization to create serviceability tools to improve effectiveness of Support & Services professionals
- Mentored junior team members in best practices for managing complex accounts and exceeding client expectations.
- Implemented efficient processes for tracking client interactions, improving overall organization and response times.
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
Manager EMS & Language Support
Emptoris
10.2009 - 06.2012
- Responsible for end to end project management of Emptoris SSM software products, primarily Emptoris Sourcing, Supplier Lifecycle Management - includes project planning, delivery, client interaction, trouble shooting, managing project operational parameters and People management.
- Working in the role of Critical-Situations/Escalation Manager in for 37 global Hyper-Care customer accounts worth annual revenue of 40M USD based mostly out of NA & Europe.
- As an Product Support SME and process champion, I adopt ITIL best practices and apply my support experience to streamline application support processes in Emptoris.
- Primary responsibility includes people management, resourcing and managing business activities.
- Incident & Problem Management
- Critical Client Escalation Management
- Knowledge Management
- Application Monitoring
- Stakeholder Management - People Management tasks as below:
- Assign tasks to team members and provide effective management in order to resolve user or production issues in the shortest and best possible way
- Team Management, maintaining quality of customer support, formulating, monitoring and reporting case handling metrics, setting goals and generating reports (weekly, monthly and annual) for individual team members and trainers and Level 2/3 staff
- Responsible for conducting performance reviews of the team and setting their monthly, quarterly and annual KPIs
- Identify needs, develop plans and coordinate resources to provide trainings.
Lead EMS & Language Support
Emptoris
09.2007 - 09.2009
- Built worldwide Technical Support and Language Support team from the ground up (U.S. and UK), defined infrastructure, implemented support tools and hired resources with help from Support Manager
- Defined Support processes, metrics and targets for Technical Support and Language Support teams
- Coached and counseled the team regarding technical, customer relations-related communication, negotiation and management of escalated and crisis situations
- Drove support processes, evaluated and implemented tools and technology, coordinated release schedules and content with Engineering team
- Established metrics for team performance and individual performance; defined performance objectives and career growth plans for support and client success teams
- Defined proactive measures to minimize escalation
- Exceeded the SLA targets for support case response and resolution time
Event Support Engineer
Emptoris
04.2006 - 08.2007
- Providing Support to WW Clients of Emptoris Procurement Solutions.
- Managed high levels of call flow and responded to complex technical support need.
- Trained end-users of Emptoris Procurement Software on use, functionality and application to business problems.
Education
B. E. - Mechanical
National Institute Of Technology, Durgapur
Durgapur, WB 09.1999 - 05.2003
Skills
Customer Relationship Management
People Management
Cross Functional Team Leadership
Requirement Analysis
Service Delivery
Software Project Management
Account Management
Certification
ITIL Foundations
Timeline
Service Delivery Manager - Client Success
TCS
05.2021 - Current
Senior Manager, Client Sucess - AP &EMEA
Acoustic Marketing India Pvt Ltd.
04.2020 - 04.2021
ITIL Service Transition
09-2016
Supply Chain Management
09-2016
ITIL Service Operation
08-2016
ITIL Intermediate
07-2016
ITIL Foundations
09-2014
Client Success Manager
IBM
07.2012 - 03.2020
Manager EMS & Language Support
Emptoris
10.2009 - 06.2012
Lead EMS & Language Support
Emptoris
09.2007 - 09.2009
Event Support Engineer
Emptoris
04.2006 - 08.2007
B. E. - Mechanical
National Institute Of Technology, Durgapur
09.1999 - 05.2003
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