Ajay Gurnani

About Ajay Gurnani

I’m a strategic and results-oriented technology executive with 15+ years of global experience in program delivery, customer success, and enterprise transformation. Currently serving as Group Vice President – Head of Program Delivery & Customer Success at Comviva, I specialize in leading turnaround engagements, scaling delivery governance, and improving customer lifecycle metrics such as CSAT, NPS, and CLV.My leadership has enabled the recovery of $150M+ in aged receivables, a 38% uplift in customer satisfaction, and a 70% reduction in resolution time through cross-functional escalation models. With deep expertise in P&L ownership, stakeholder alignment, revenue assurance, and digital transformation, I’ve consistently driven strategic growth across B2B tech, SaaS, and telecom sectors.From establishing PMOs and deploying Lean Six Sigma frameworks to spearheading operational and financial turnarounds, I build high-performing cultures committed to excellence and measurable business value.Let’s connect if you\'re exploring leadership in program recovery, customer value realization, large-scale delivery, or enterprise transformation initiatives.Specialties:Enterprise Program Delivery | Customer Success Strategy | Revenue Recovery | PMO & Governance | Strategic Account Management | Digital Transformation | Stakeholder Engagement | Telco & SaaS Delivery | P&L Management | Operational Turnarounds

Experience

1. Group Vice President Head of Program Delivery & Customer Success

   Comviva

   Apr 2024 — Present · A Tech Mahindra Company, IN

   Directed enterprise-scale program delivery and customer success initiatives with full P&L accountability, driving operational excellence, stakeholder alignment, and measurable improvements in revenue, CSAT, and CLV.Achievements- Executed large-scale technology transformation programs by aligning delivery frameworks with business objectives, ensuring seamless integration and strategic governance- Engineered turnaround of underperforming engagements through structured execution models, restoring stakeholder confidence and delivery credibility- Administered P&L for high-value strategic programs, achieving $150M in receivable recovery and enhancing profit margins via rigorous cost management- Institutionalized customer-centric delivery models that drove a 38% rise in CSAT and improved long-term customer value realization- Spearheaded cross-functional collaboration to manage critical escalations, achieving a 70% reduction in issue resolution timelines- Elevated global delivery standards by embedding proactive governance, risk controls, and feedback loops across key accounts.Skills:Customer Success Management, Strategic Account Leadership, Program & Delivery Excellence, Customer Relationship Management (CRM), Customer Advocacy

Education

• Nagpur University

  B.E, Electronics

• Institute of Management Technology, Ghaziabad

  Master of Business Administration (M.B.A.), Operations

Skills

• Project Portfolio Management
• Project Planning
• Spc
• Quality Certifications
• Software Quality Assurance
• Metrics
• Telecommunications
• Product Development
• Program Management
• Program Management Office
• Cmmi
• Agile
• Pmo
• Operational Excellence
• Leadership
• Process Engineering
• Business Analysis
• Erp
• Vendor Management
• Agile Methodologies
• Management
• Six Sigma
• Team Management
• Requirements Analysis
• Process Improvement
• IT Service Management
• Tl9000
• Process Automation
• Change Management
• Process Management
• Software Process Improvement
• People Management
• Quality Management
• Customer Satisfaction
• Vas
• Project Management
• Sdlc
• Software Project Management
• Quality Assurance
• Iso