Deepak Chawda

About Deepak Chawda

Accomplished global IT services and operations leader with 19+ years of experience…

Experience

1. Head of Global IT Service Delivery

   Rex Technologies

   May 2023 — Present · Maharashtra, IN

   Directed comprehensive IT service delivery operations, ensuring seamless provision of services to internal and external stakeholders.• Led a high-performing team of IT professionals, fostering a culture of collaboration, accountability, and continuous improvement.• Developed and executed strategic initiatives to optimize service delivery processes, enhance efficiency, and elevate customer satisfaction levels.• Established and maintained robust performance metrics and KPIs to monitor service quality, track progress, and drive performance improvements.• Cultivated strong relationships with key stakeholders, including senior management, business units, and external vendors, to align IT services with organizational goals and priorities.• Implemented ITIL best practices and frameworks to standardize service delivery processes and improve efficiency.• Provided regular updates and reports to senior leadership on service delivery performance, operational metrics, and strategic initiatives.• Lead the end-to-end delivery of managed IT services across APAC, MEA, and Australia/New Zealand regions, ensuring high client satisfaction, operational excellence, and SLA adherence.• Drove process improvements by establishing ITIL-aligned frameworks for incident management, problem management, and change management, reducing incident resolution times by 25%.• Oversaw vendor management and subcontractor engagement for field services, proctoring/invigilation services, Wi-Fi surveys, P5G deployments, and hardware maintenance projects.• Led risk management and compliance initiatives to align service delivery with ISO 27001, GDPR, and client-specific security requirements.• Played a pivotal role in geographic expansion strategies, supporting Rex Technologies\' setup and service launch in APAC countries.

Education

• AXELOS Global Best Practice

  Prince 2 Agile Foundation and practitioner

  2020 — 2028

• AXELOS Global Best Practice

  ITIL v4

  2020 — 2028

• Sikkim Manipal University

  Master of Business Administration (M.B.A.)

  2011 — 2013

• University of Mumbai

  Bachelor’s Degree

  2005 — 2007

Skills

• Team Management
• Recruitment
• Consulting
• Enterprise Resource Planning (Erp)
• Trainer
• Employee Relationships
• Outsourcing
• Performance Management
• Interviews
• Personnel Management
• Joining & Exit Formalities
• New Business Development
• Customer Service Management
• Requirements Gathering
• Resource Planning and Management
• Service Delivery
• Mis - Management Information Systems
• Management
• Business Intelligent
• Team Leadership
• Problem Solving
• Operations Management
• Performance Appraisal
• People Management