Princely Gonsalves
Program/Account Delivery Lead - Customer Service || Cisco Certified || ITIL Certified || AWS || Six Sigma - Yellow belt || Service Strategy
- Role
- Program Delivery Executive at HCLTech
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Princely Gonsalves
Results-driven Service Assurance and Delivery leader with strong information technology…
Experience
Program Delivery Executive
Feb 2025 — Present
POC for the overall Service Assurance, Delivery, solutions and Operations for US based global account having business presence over APAC, CEMIA, LATAM and LAC regions- Primary liaison between the project team(s) and the Customer for new initiatives, engagements and infrastructure changes. Partners closely with Sales for Growth Enablement- Working with SM/SPM to Lead and facilitate weekly, bi-weekly, monthly, and quarterly governance forums, ensuring consistent execution of agreed-upon meetings and peer-to-peer sessions- Working closely with the SM/SPM and other teams to ensure contractual conformance, identify potential problems, set/adjust priorities and redirect activities as necessary to achieve the goals of respective initiatives, e.g, projects, service improvements, etc- Build and maintain strong relationships with key stakeholders, including executive leadership, sales teams and technical teams, ensuring seamless collaboration- Direct and align engagement across internal stakeholders (e.g, Order and Service Delivery, Service Assurance - Incident & Problem Management) and functional groups to address customer challenges, resolve escalations, and enhance overall service performance- Continuously monitor service management performance, ensuring compliance with network SLAs, performance commitments, and budget. Lead formal monthly program reviews with the customer, examining successes and failures, and recommending actionable improvements- Monitor and provide oversight for resource alignments, assignments, and utilization to ensure the effective delivery of services, solutions, and remedies for projects, emphasizing quality, consistency, accuracy, efficiency, and effectiveness- Ensure all contracted program and service deliverables are completed, delivered, and mutually approved by the customer- Motivate, coach, and mentor high-performing teams, fostering a culture of innovation, collaboration, and excellence.
Education
University of Mumbai
Diploma in Electronics and Radio Engg
2005 — 2007
Xavier Institute Of Engineering
Bachelor's degree
2007 — 2010
Manipal Academy of Higher Education
Post Graduate Certificate Program in Cloud Computing
2022 — 2022
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