Pankajj Hans

About Pankajj Hans

Decisive, results-oriented IT management professional with 23+ years of IT experience mainly in IT infrastructure projects. Overall Experience in areas of IT Infrastructure Operations, Transitions & Transformations, Service line management, Service Delivery, Customer relations, Program management and Team development. Strength areas includes, People Managements, Continuous Service Level Excellence & Leading sizable teams spanning across Geos. Business & Technology Leader for Customer Success with a demonstrated history of driving the technology innovation strategy in the IT industry. I have led global teams across Service Management, Technical Service Delivery, Transition & Transformation Services, Solution Design, and Technology Consulting through focusing on solving business challenges through IT services to the customers with support of 400 + FTEs. I have Managed Global accounts with TCV of 40M+ USD. I am passionate about helping individuals and organization\'s unlocking potential by creating exciting, innovative and inclusive transition /transformational journeys. I believe in collaboration, innovation & remaining agile and adaptive in complex environments.Achievements / Tasks• Managed Global accounts with TCV of 40M+• Worked with Sales, Finance, Legal Team, Customer - Vendor Governance Team for renewal of projects• Implemented business strategies, increasing revenue and effectively targeting new business deals• Ensure resources, capabilities and capacity to meet both existing and new business demand• Well versed in end-to-end project ownership and management right from requirement collation to project planning, execution, deployment and production support, ensuring deliverables within assigned time, quality, cost parameters, change control and risk management.• Analyzed gaps and spearheaded process improvement ideas to minimize error and Increased Customer Satisfaction score• Developed formal plans for continuous improvement and measurement in terms of management goals and objectives, customer service delivery, and customer relationships• Overall revenue & cost management for the program• Mitigated business risks by working closely with staff members and assessing performance.• Analyzed customer feedback data to identify areas of improvement and develop solutions.

Experience

1. Global Program Director

   HCLTech

   Feb 2025 — Present · Lucknow, IN

   Program Director with extensive experience leading large-scale post-sales programs for a Tier-1 telecom client across telecom, managed services, and IT services portfolios. Expert in post-sales governance, global service delivery, and customer success, driving operational excellence in complex, enterprise environments.Demonstrated success in directing multi-region, multi-customer programs, leading Service Program Managers across India and global locations, and ensuring rigorous SLA, KPI, and contractual compliance. Recognized for a solution-oriented leadership approach, strong executive-level stakeholder management, and the ability to scale operations while sustaining service quality and customer satisfaction.Highly adept at operating within matrix organizations, collaborating closely with sales, presales, finance, legal, and operations teams to ensure program stability, renewals, service expansion, and long-term account growth.

Education

• Delhi University

  B.Com

• DAV School

  Bachelor of Commerce (BCom), Business/Commerce, General

  1997 — 2000