Anand Kumar

About Anand Kumar

Driving enterprise-wide Data, AI/ML, and Customer Experience (CX) transformation across complex SAP landscapes, delivering intelligent cloud modernization and measurable business impact.With 20+ years of experience spanning S/4HANA transformation, SAP Enterprise Data platforms (BW/4HANA, Datasphere, SAC), and end-to-end CX modernization, bringing deep expertise across SAP Business Intelligence, Business Objects, HANA, CRM, and AI-enabled enterprise architectures.Currently serving as Director – Delivery at HTC Global Services, steering SAP Center of Excellence initiatives and shaping enterprise solution strategies for large and mid-scale transformation programs across industries. Accountable for defining intelligent transformation roadmaps that integrate data modernization, cloud adoption, automation, and AI-driven decision frameworks.Intelligent Enterprise & AI Enablement• Embedding AI/ML use cases within SAP landscapes• Predictive & prescriptive analytics using SAP Analytics Cloud• ML-enabled forecasting & planning models• Data-driven customer insights & personalization strategies• Leveraging SAP Joule for generative AI–powered enterprise productivity• Intelligent automation across CX and Data platformsSAP Digital Core & Data Modernization• S/4HANA transformation & digital core redesign• SAP BW evolution (3.x → BW on HANA → BW/4HANA → Datasphere)• SAP Datasphere semantic modeling & federated data architecture• SAP BTP extension & AI services integration• SAP CPI / Integration Suite for hybrid architecturesSAP CX & Revenue Transformation• SAP CX Suite (C4C – Service & Sales, Commerce Cloud, CRM modernization)• Lead-to-Cash transformation• Omni-channel engagement strategy• Customer 360° data unificationDelivery Governance & Methodologies• SAP Activate methodology (Greenfield, Brownfield & Hybrid approaches)• SAP ASAP methodology for ECC & legacy landscapes• Agile / Scrum-based delivery models• Hybrid (Agile + Waterfall) enterprise programs• Program governance, PMO oversight & stakeholder managementIssue & change management using JIRA and ServiceNow• Program tracking & resource planning using MS Project• Experience in ensuring quality assurance and testing of SAP HANA solutions to meet business objectives and customer needs. ITIL-aligned service delivery frameworks• SLA / KPI definition, tracking & performance governance• Incident, Problem & Change Management oversightKnowledge of IT service management frameworks and applying these frameworks to ensure high-quality SAP HANA

Experience

1. Director

   HTC Global Services

   May 2025 — Present

   Leading strategic initiatives across Enterprise Data Management, Customer Experience (CX), and large-scale SAP transformation programs. Responsible for delivering integrated digital, data, and CRM platforms across geographies and business units.Leading end-to-end delivery of enterprise-wide data and CX strategy, integrating insights, technology, and customer-centric process redesign.Spearheading implementations and migrations involving SAP BW, BW/4HANA, SAP DataSphere, SAP BODS, and other analytics tools to enable real-time, enterprise-wide reporting.Driving SAP CRM to C4C (SAP Sales & Service Cloud) transitions for insurance and financial services clients, enabling omnichannel engagement and SLA-based service operations.Leading complex system landscapes involving SAP ECC, SAP S/4HANA, SAP C4HANA, and third-party integrations through SAP Integration Suite / CPI.Implementing data governance and master data strategy, aligning with business and compliance needs.Architecting customer engagement solutions including Avaya CTI, CommBox, WhatsApp, and live chat channels.Partnering with business and IT stakeholders to define roadmaps, KPIs, and measurable outcomes.Mentoring cross-functional teams (functional, technical, analytics) across India, Malaysia, and other APAC regions.

Education

• Indian Institute of Management Bangalore

  Strategic Leadership Development Programme

• Anna University Chennai

  Master of Business Administration - MBA, Computer/Information Technology Administration and Management

• Vellore Institute of Technology

  Bachelor of Engineering (BEng), Computer Science