Manash B.
Transforming Service Delivery Through Workforce Strategy & Analytics | Digital Workplace & CX | Capacity, Capability & Performance | AI & Automation | Global WFM Operations Leader
- Role
- Service Delivery Leader, Wfm at IBM
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Manash B.
I am a Workforce Strategy and Analytics leader with over two decades of experience supporting large, complex service organizations across Digital Workplace, IT services and customer operations.My work has primarily focused on helping organizations bring greater alignment between demand, capacity and performance. This has involved leading workforce management functions, strengthening governance frameworks and translating operational data into insights that support informed decision making.I have been involved across the full workforce lifecycle, including capacity planning, forecasting, scheduling, real-time management, reporting and advanced analytics within globally distributed environments.Over time my role has evolved from operational execution toward shaping sustainable workforce strategies that support long-term organizational capability rather than short-term staffing responses.Areas of contribution:• Enterprise workforce planning and performance alignment• Service operations governance and KPI frameworks• Digital Workplace and ITSM support environments• CX maturity and productivity initiatives• Automation enablement and process improvement• Large-scale transitions and global migrationsI have worked across geos gaining practical experience in managing culturally diverse teams and operating models.My certifications include Google Cloud Digital Leader, PRINCE2, Lean Six Sigma Black Belt, ITIL Intermediate and Scrum Master, which reflects a continued interest in disciplined execution alongside evolving digital practices.I am particularly interested in how analytics, automation and AI will reshape service delivery. I value thoughtful collaboration, developing service delivery models that work and contributing to initiatives that strengthen organizational maturity over time.
Experience
Service Delivery Leader, Wfm
Jul 2012 — Present · Bengaluru, IN
Education
Symbiosis Centre for Management Studies- Pune
Post Graduate Diploma in Business Administration (PGDBA), Operations Management - SCDL
2009 — 2011
University of Gauhati
Bachelor's degree, Computer Science
1997 — 2000
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