Amit Deshpande

About Amit Deshpande

With 22 years of expertise as a Global Service Delivery and Operations Leader, I drive P&L growth, customer success, and digital marketing strategies. Skilled in leading multicultural teams, implementing GenAI solutions, and enhancing operational efficiency, I’ve delivered 30% YoY revenue growth and managed a $14M+ portfolio. Focused on innovation, I excel in building strong stakeholder relationships and driving excellence in Digital Ads Support, Sales Compliance, and Data Analytics.As a thought leader, I have driven my teams to the journey towards success in diversified domains such as Digital Ads support (Sell side & Buyside), Ads sales compliance quality, Hardware & Software Asset procurement, distribution & invoicing, Operations command center & data analyticsStaying savvy & agile with the technology advancement, I\'ve delivered projects & operational benefits to my Customers through GenAI implementation, automation, process simplification & efficiencyimprovements WHERE CAN I ADD VALUE Led global service delivery across 9 locations and 600+ FTEs, achieving 30% YoY growth in FY\'24 & FY’25 while ensuring customer satisfaction and operational efficiency.Cultivated relationships with C-level executives at Alphabet and Meta, ensuring seamless service delivery and effective communication across multiple geographies.Acquired new businesses worth $5.2 million, expanding the revenue portfolio from $8.1 million to $14.7 million between FY\'22 & FY\'25, achieving growth through competitive pricing and successful RFP presentations.Led and mentored a team of 250+ FTEs across multiple geographies, driving performance excellence, leadership growth, and accountability.Led initiatives to simplify processes, including the successful launch of a new chat-based UI (Cases 2.0) and the development of 180 troubleshooting articles for Google, improving operational efficiency.Drove customer success initiatives that led to a 146-basis point improvement in Positive Response Rate (PRR) for Amazon\'s Outbound Calling project, enhancing customer retention.

Experience

1. General Manager

   HCLTech

   Jan 2025 — Present · Hyderabad, IN

   May 2015 - Present: HCL Technologies Pvt Ltd as Deputy General ManagerI oversee service delivery for 600+ FTEs, focusing on achieving business growth and profitability while maintaining operational excellence. Partnering with stakeholders and C-level executives, I ensure alignment with SLAs and organizational goals. My role includes leading talent acquisition, training, and quality management initiatives to drive efficiency and customer satisfaction. I spearhead projects that reduce platform disruptions, ensure smooth transitions, and maximize client uptime.Key Achievements:Led a $14 million annual revenue program, achieving consistent year-over-year growth and a 40% profit margin.Built and maintained strong relationships with decision-makers at Alphabet and Meta, ensuring high client retention and satisfaction.Managed service delivery across nine global locations(India, Ireland, Poland, Japan, China, Malaysia & Brazil), optimizing performance in 18 languages, and driving operational excellence.Represented HCL in client reviews (WBRs, QBRs), solidifying HCL’s role as a trusted partner and driving strategic outcomes.Negotiated service level agreements aligned with customer business models, improving service delivery compliance.Led cross-functional teams to improve process efficiency, reducing operational costs by 15% and boosting overall customer satisfaction.Mentored and developed leaders across teams, cultivating a high-performance culture and reducing turnover by 10%.Promulgate vital business objectives to the team & develop strategies for delivery excellenceConstantly endeavor to invent and simplify existing processes benefiting customer satisfactionAppraise and develop leaders and teams that can shoulder high levels of responsibility by coaching, mentoring and motivating; organize career progression counseling

Education

• Karnataka University, Dharwad

  Bachelor's of Engineering, Industrial Production

  2001

Skills

• New Business Development
• Sales
• Project Management
• Seller Support
• Leadership
• Crm
• Team Management
• Team Leadership
• Strategy
• Management
• Account Management