Ashish Arora

About Ashish Arora

At Tata Consultancy Services, my role as an Service Delivery Manager embodies a relentless pursuit of IT Service Delivery excellence. With a rich history of orchestrating Digital Workspace Service Transformations, we have elevated vendor management and broadened service portfolios. My certifications in CCNA, PRINCE2®, and ITIL-OSA underpin a robust methodology that marries customer-centric solutions with industry best practices.The culmination of this expertise is not just in streamlining operations, but in fostering innovation that resonates with impactful outcomes. At the heart of our success is a commitment to leveraging my competencies in IT Project and Program Management to drive efficiency and surpass service quality benchmarks, all while nurturing an environment of continuous improvement and strategic foresight.

Experience

1. Associate Consultant

   Tata Consultancy Services

   Feb 2013 — Present · Paris, FR

   Spearheading teams in delivering transformation projects like Nexthink and Autopilot, enhancing productivity and user experience. Managing end-user support operations, including setting up and overseeing contact centers or delivery centers. Supporting the sales team in the creation of new proposals by providing insights and expertise from a delivery perspective. Defining service standards and guidelines, establishing a governance structure that serves as a benchmark for excellent service delivery for multiple global clients by leading teams of Delivery Managers. Leading the complete portfolio of projects including budgeting, planning, vendor selection, and execution. Facilitating the end-to-end delivery of the program, meeting internal and external objectives:o Estimating, managing risks, scope, time, resources, quality, and changes.o Adding value through continuous process and productivity improvement.o Managing team expectations. Front-leading service operations including KPIs, SLA Management, Volumes Management, and Headcount & Forecasting. Directed the management of ITSM platforms, enabling features such as IT Portal, Service Catalogs, Knowledge Management, Live Agent Chat, Incident Management, Service Request Management, Problem Management, and Change Management. Developed and implemented service improvement initiatives, resulting in a 20% increase in customer satisfaction. Introduced and implemented an IT governance framework that elevated on-time project delivery rates from 65% to 90%. Led the transition of the entire IT stack to an IaaS model, enhancing operational flexibility by 50%.

Education

• JMIT Radaur

  B.Tech

  2004 — 2008