Devang Parmar
Head – Customer Support | YOU Broadband (Vodafone Idea Group) | CX Leadership | Customer Experience Leader | Turning Service Excellence into Customer Retention | Network Operations, SLA & Escalations
- Role
- Head - Enterprise Customer Lifecycle Management at You Broadband India Ltd
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Devang Parmar
I am an accomplished delivering nearly 17 years of career success in Telecom, excelling in roles such as Regional Service Lead, Technical Service Manager, Program Manager, and Service Delivery Manager across esteemed organizations.My dexterity lies in Project Management with skills in directing all phases encompassing planning, defining scope, setting timelines, monitoring, inter-discipline coordination, resource planning & documentation, budgeting, vendor management & execution. Demonstrated excellence in managing the delivery of operational services; innate expertise in assessing & mapping requirements, translating these requirements into techno-functional specifications by conducting feasibility analysis, custom designing solutions, migrations, maintenance and supporting after go-liveOver the time, I have proved my excellence in serving as a Global Engagement IT Leader with impressive success in designing & implementing strategic IT solutions and driving IT transformations that reflects year-on-year success in Complex & Innovative technology implementations through Centre of Excellence.Key Achievement: • I’ve mastered the administration of delivering value to global businesses with an insightful knowledge & exposure in exercising thought leadership, driving innovation, digital & business transformation, technology integration, enterprise mobility, building global teams regarding & enhancing revenue.
Experience
Head - Enterprise Customer Lifecycle Management
Aug 2025 — Present · IN
Customer Success leader managing large-scale, high-availability customer environments• Leading PAN-India Customer Support & Success Operations, managing a team of 43 and owning the full customer lifecycle post-onboarding• Accountable for customer retention, renewals, and churn reduction through SLA governance, proactive issue management, and executive engagement• Owned enterprise customer onboarding success, service readiness, and adoption across complex, multi-location customers• Built structured health monitoring frameworks (SLA, MTTR, backlog ageing, repeat incidents) • Led CXO-level stakeholder management, acting as escalation owner and trusted advisor for high-value customers• Drove process standardization and governance models to ensure consistent customer experience at scale• Partnered closely with Sales, Product, Engineering/Network, Operations and vendors teams to close feedback loops and improve customer outcomes• Successfully ensured business continuity and service excellence during manpower optimization and cost-efficiency programs
Education
DCC Highschool
sci, Science
1997 — 2001
A.V.Parekh Technical Institute,Rajkot 602
Diploma, Electronics & Communications
2001 — 2004
Hemchandracharya North Gujarat University
Engineer's Degree, Electronics & Communications
2004 — 2007
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