Ashutosh Sharma

About Ashutosh Sharma

Seasoned professional with extensive experience in orchestrating and delivering transformative IT/Network Services and outsourcing programs across sectors like retail, manufacturing, financial services and healthcare. As a dynamic leader, I have specialised in managing and optimising shared services operations, consistently driving teams to deliver and exceed our commitments. Thrive on developing and executing strategic initiatives that not only optimise IT infrastructure but also elevate digital capabilities, ultimately leading to unparalleled customer experiences. My approach ensures that every technology investment made by our customers aligns seamlessly with broader business goals and addresses the business challenges head-on. With a knack for continuous improvement, I have successfully implemented methodologies that enhance processes, slash operational costs, and drive efficiency across service operations. My passion lies in fostering a culture of operational excellence and transformation. Proficient in steering digital transformation initiatives, I harness emerging technologies to not only boost operational efficiency but also to deeply engage customers. I am committed to staying ahead of the curve and implementing solutions that align with organisational objectives. With exceptional communication skills, I have proven my ability to collaborate effectively with internal and external stakeholders. My strength lies in articulating complex technical concepts to non-technical audiences, ensuring a seamless connection between technical and business teams.

Experience

1. Director of Service Operations

   BT Group

   Feb 2022 — Present · IN

   Provision a world-class service operation for large, multinational B2B customers in a 24x7 ITIL-aligned operating model. Engage with senior stakeholders to review service performance, emphasising reliability, security, transformation, and innovation. Lead a team of 1600+ across India and Hungary hubs, while also collaborating closely with customers, solution architects, and sales organisations to ensure a superior client experience. Achieve cost and service transformation targets, enhance people engagement, elevate customer NPS, and spearhead innovation services, while maintaining outstanding service operations performance.Key Achievements: Delivered a significant reduction in churn from 35% to below 20% within a year, with employee engagement scores reaching 93%. Improved shared services catalogue service offerings and optimised team allocation based on skills and customer tiers. Collaborated with technology and digital teams to implement better tools and automation (AI/ML led), resulting in a 35% reduction in effort incidents and increased desk efficiency. Achieved objectives of saving 10-12% OPEX across desks and resolver groups through a combination of central and local initiatives. Elevated the service desk performance in contracts from banking and manufacturing verticals by appointing effective leadership, negotiating SLAs, ensuring team stability, and reducing incidents. Enhanced customer experience and implemented improvements in incident management, billing cycles, and knowledge management processes by collaborating with design, delivery, and security teams. Served as the site leader and representative for customer visits, new logo acquisitions, and Senior Management Team (SMT) visits. Implemented an effective induction program for fresh talent from colleges (Apprentices, Grads), while also reducing the cost base and providing career advancement opportunities for existing employees through upskill/reskill initiatives.