Manik Dhall

About Manik Dhall

An accomplished Professional with over 18 years of experience, I have honed expertise in multiple facets of the industry, with a primary focus on Quality, Training, and Operations. Throughout my career, I have consistently demonstrated the ability to enhance process efficiency, elevate service quality, and facilitate skill development among teams. My extensive background in driving operational excellence, implementing robust quality control measures, and designing and executing comprehensive training programs has led to improved client satisfaction, increased team performance, and sustained business growth. I am dedicated to optimizing Customer Service operations, aligning them with best practices, and ensuring they consistently meet and exceed client expectations.

Experience

1. Service Delivery Manager

   Cognizant

   Jul 2025 — Present · Gurugram, IN

   Service Level Agreement (SLA) Management: Define, monitor, and ensure adherence to SLAs and KPIs established with Google. This includes proactively identifying potential risks to SLA attainment and developing mitigation strategies.• Operational Excellence: Continuously identify opportunities for process improvement, automation, and optimization within the AI Ops delivery framework. Drive initiatives to enhance efficiency, reduce costs, and improve service quality.• Capacity Planning & Forecasting: Work closely with Google to understand their evolving AI Ops needs and accurately forecast resource requirements (e.g, staffing, tools, training) to maintain optimal service levels.• Knowledge Management: Oversee the creation, maintenance, and dissemination of comprehensive knowledge bases, runbooks, and standard operating procedures (SOPs) for the AI Ops team.• Technology Adoption: Stay abreast of emerging AI Ops technologies and trends, evaluating their potential to enhance service delivery and recommending appropriate adoption strategies.

Education

• Delhi University

  B.Com, Commerce

  2006 — 2009

• Bal Vikas School

  Commerce, Commerce

  1994 — 2006

Skills

• Operations Management
• Performance Management
• Crm
• Employee Training
• Process Management
• Service Delivery
• Process Engineering
• Customer Service
• Business Analysis
• Transition Management
• Vendor Management
• Training Needs Analysis
• Quality Control
• Customer Insight
• Offshoring
• Six Sigma
• Call Center
• Coaching
• Business Process Outsourcing (Bpo)
• Call Centers
• Business Development
• Team Leadership
• Team Management
• Management
• Customer Satisfaction
• Training
• Outsourcing
• Leadership
• Process Improvement
• Analysis
• Soft Skills
• Business Process
• Quality Assurance
• Bpo
• Process Excellence
• Mis
• Employee Engagement
• Workforce Management
• Training Delivery