Avinash Kumar
Program Manager | AI & GenAI Transformation | RPA (UiPath) | ITIL | Driving Automation & Service Excellence | Pune
- Role
- Program Manager Service Delivery Lead Digital, Cloud & Ai Operations at Cognizant
- Location
- Pune District, MH, IN
- LinkedIn followers
- 500 followers
About Avinash Kumar
Program Manager with 10+ years of experience leading managed services, IT operations, and AI-led transformation across global enterprise environments.Currently managing a $16M portfolio across multiple accounts, where I focus on driving service excellence, cost optimization, and large-scale automation initiatives using RPA (UiPath), AI Virtual Agents, and GenAI platforms such as Worknext AI.My core strength lies in combining strong ITIL-based governance with modern AI capabilities to deliver measurable business outcomes.Key areas of expertise:• Managed Services & Service Delivery Leadership• AI & GenAI Implementation (Chat AI, Voice AI, CoResolve)• Automation Strategy (RPA, Virtual Agents, Workflow Automation)• SLA Governance, Risk Management, and Service Stabilization• Large Team Leadership (50–100+)Key achievements:• Managed a $16M portfolio across 4 enterprise accounts• Turned around a high-risk account and secured renewal within 6 months• Delivered 42% automation and 65% ticket deflection• Achieved $60K+ hard cost savings through automation and GenAI initiatives• Built managed services engagement from pilot to steady-stateCurrently leading enterprise GenAI implementation (Worknext AI), managing end-to-end delivery across multiple modules including Chat AI, Engage AI, Voice AI, and AI-assisted resolution systems.Open to opportunities in:• Program / Delivery Leadership• AI & Automation Transformation• Managed Services Leadership
Experience
Program Manager Service Delivery Lead Digital, Cloud & Ai Operations
Jun 2024 — Present
Own delivery of a $16M multi-account portfolio, driving AI-led managed services transformationLed turnaround of a critical account at risk, achieving recovery and contract renewal within 6 monthsLeading enterprise GenAI implementation (Worknext AI) across Chat AI, Voice AI, Engage AI, and Expert CoResolveManaging end-to-end program lifecycle: requirements → development → integration → UAT → deployment → hypercareDriving AI-driven service model integrating Virtual Agents, RPA (UiPath), and GenAI knowledge systemsDelivered 42% automation and 65% ticket deflection, reducing manual effort and improving SLA adherenceLeading cross-functional teams (60+) across operations, RPA, and AI
Education
Kendriya Vidyalaya
12TH, Mathematics and Computer Science
2007 — 2009
New Horizon College of Engineering
Bachelor of Engineering (B.E.), Computer and Information Sciences and Support Services
2009 — 2013
Kendriya Vidyalaya
10, 10
2007 — 2009
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