Anjani Kr Tiwari

Service Delivery Director @Tech Mahindra

Lansing, MI, US

Providing Key Leadership and Strategic Responsibilities in the areas of - Client Relationship Management: Act as the primary point of contact for the client, ensuring satisfaction and alignment with business goals.Global Team Leadership: Build and lead integrated offshore and onsite teams to deliver seamless service.Cost Optimization: Leverage offshore delivery to reduce costs while maintaining high service qualityCompliance & Risk Management, Performance Monitoring & Value Delivery, Finance: P&L, EBITDA, Workforce Mgmt. & other areas of Service Delivery.Providing leadership in following areasEnd-User Services (EUS):Client Collaboration, Service Optimization, Offshore-Enabled Automation, Onsite Support OversightService OperationsGlobal Operations Coordination, 24/7 Service Reliability, Client-Specific Customizations, Continuous ImprovementService Desk Hybrid Model Management, SLA Compliance, Knowledge Management, Language & Cultural sensitivityMainframe OperationsOffshore Expertise Utilization, Onsite Coordination, Capacity and Disaster Recovery Planning, Modernization Support Data Center ManagementOffshore Monitoring & Automation, Onsite Escalation Management, Hybrid Cloud Solutions, Vendor Management SupportApplication ManagementGlobal Support Model, Proactive Monitoring, Onsite Alignment, Agile CollaborationService ManagementITIL-Based Global Processes, Implement ITIL-compliant processes that integrate offshore delivery capabilities with onsite responsiveness, Service Reporting: Leverage offshore teams to generate detailed reports and analytics for client review, ensuring transparency and alignment with SLAs, Offshore-Driven Improvements: Using offshore teams to analyze data and identify improvement opportunities while onsite teams drive client buy-in.Transition and Transformation ManagementSeamless Handover: Manage smooth transitions, Global Transformation Projects: Execute transformation initiatives with onsite & offshore teams