Paramita Ghosh

About Paramita Ghosh

A results-driven management professional with 26+ years of global experience in Service Delivery, Digital Workplace, IT End User Support, Network Operations, Workforce Management, and Remote Infrastructure Management, Digital transformation with significant leadership experience in AstraZeneca’s Global Capability Centre (GCC). Proven success leading global teams (550+ FTE) and P&L of $ 50M, delivering large-scale transformation and delivery across HCLTech, AstraZeneca, IBM, and Lenovo. Strong expertise in Transition & Transformation, SIAM, IAM, Multi-Cloud Operations, CMDB/SACM, ITIL, Lean Six Sigma, and automation using RPA, GenAI, and Agentic AI. Recognized for building the Digital Experience Office, driving operational excellence, delivering top CSAT outcomes, and enabling cost, process, and service optimization across globally distributed operations.Specialties : Core CompetenciesField Service Delivery, Channel & PartnerMgmt. Warranty Cost Optimization & ServicesRevenue Generation End to End Support Services StrategyPlanning End User Service, Digital Workplace & Experience Mgmt. Network Operation, AD and IAM Mgmt. Driving Operational Efficiency ThroughAutomation (RPA, GenAI, Agentic AI) Global Delivery/ Project / Program Mgmt. Transition & Transformation Mgmt. Customer/Business Relationship Mgmt. Organizational Change Mgmt./ BusinessControl (BCP & DR) IT Strategy, Operations, Governance & SOX Audits Continuous Service Improvement Contract Management, Renewal, P&L Career Path:•Feb\'22 to Till Date: HCLTech, Chennai, Global Service Delivery Manager reporting to Director Global Service Delivery•June- 2017 17 to Nov\'21: Astrazeneca India Ltd, Chennai, Global Service Delivery Leader reporting to Director Infrastructure Operations•Jan- 2016 to May- 2017 : Astrazeneca India Ltd, Chennai as Senior Manager- Global Network Service Management and Delivery•Jan- 2015 to Dec- 2015 : Astrazeneca India Ltd, Chennai as Transition Management Lead – Global Network Operations• Dec-2008 to Sep - 2014 ( 6 years) – Service Delivery Manager, South, Lenovo India Pvt. Ltd, Chennai • Mar-2006 to Nov-2008 ( 2.8 years) – Senior Executive, Program Manager, TVS Electronics Ltd, Chennai• Mar-2004 to Mar-2006 ( 2 years) – Business Control Analyst – IBM Global Services India Pvt. Ltd, Pondicherry• to Mar-2004 ( 3.5 years) – Lead Thinkpad Centre, IBM Global Services India Pvt. Ltd, Bangalore• to ( 2 years)- Sr. Engineer Thinkpad Repair Centre, IBM Global Services India Pvt. Ltd, Kolkata

Experience

1. Deputy General Manager, Global Service Delivery

   HCLTech

   Feb 2022 — Present · Chennai, IN

   Global Service Delivery Manager for Digital Workplace with special focus on building Digital Experience Studio and Sustainable IT. Managedglobal delivery for Digital Workplace area (85K office client Users + 15K industrial client users) covering Service Desk, Field Service Operations, AD, ApplicationPackaging, UCC, Exchange, SCCM, end point security management, Print, Telecom, Telephony with end-to-end responsibility of Delivery, Transformations,SLA adherence, CSAT, overall quality improvement in operations, optimization, Budgeting and P&L Responsible for the complete Revenue and P&L targets of the Digital Workplace Service of the engagement Driving overall SLA achievements and relationship management. Driving Continuous Service Improvement and overall Business Users Satisfaction Score Identifying automation possibilities or shift left opportunities and driving overall optimization. Establishing XLAs, Communication framework, Sustainability Awareness Responsible for overall hiring, mentoring, training, people development and their performance measurements across Geographies

Education

• Symbiosis Institute of Management Studies

  Master of Business Administration (M.B.A.), IT & Marketing

  2013 — 2016

• Women's Polytechnic, Kolkata

  Engineer's Degree, Electronics & Telecommunication Engineering

  1995 — 1998

Skills

• Sla
• IT Service Management
• Service Delivery
• Management
• Crm
• Itil
• IT Operations
• Cloud Computing
• Transition Management
• Project Planning
• Pmp
• IT Management
• Vendor Management
• Outsourcing
• Pre-Sales
• Team Management
• Incident Management
• Service Management