Puneet Anand

About Puneet Anand

Service Delivery Leadership Oversee end-to-end service delivery for clients…

Experience

1. Service Delivery Leader - Strategy and Business Development

   Coduna Llc

   Feb 2020 — Present · IN

   Service Delivery LeadershipOversee end-to-end service delivery for clients, ensuring high-quality, timely, and cost-effective execution.Act as the primary point of escalation for client issues, driving resolution and maintaining satisfaction.Implement best practices in project management, Agile/Scrum, or ITIL frameworks (depending on Coduna’s domain).2. Strategic Business DevelopmentIdentify and pursue new growth opportunities (e.g, partnerships, markets, or service offerings).Lead proposal development, RFPs, and client pitches to expand Coduna’s business footprint.Analyze industry trends and competitor strategies to position Coduna as a market leader.3. Client & Stakeholder ManagementBuild and nurture long-term client relationships, acting as a trusted advisor.Collaborate with C-level executives (internal and external) to align services with business goals.Conduct QBRs (Quarterly Business Reviews) to assess performance and identify upsell/cross-sell opportunities.4. Process Optimization & InnovationDrive continuous improvement in service delivery through automation, KPIs, and lean methodologies.Develop scalable frameworks to streamline operations and reduce inefficiencies.Champion innovation (e.g, AI, digital transformation) to enhance Coduna’s service offerings.5. Team Leadership & CollaborationMentor and guide cross-functional teams (operations, sales, tech) to ensure alignment with strategic goals.Foster a culture of accountability, collaboration, and excellence within the delivery team.Work closely with HR to recruit, train, and retain top talent for service delivery roles.6. Financial & Performance AccountabilityMonitor profitability, margins, and budgets for service delivery projects.Track and report on KPIs (e.g, CSAT, SLAs, revenue growth) to senior leadership.Mitigate risks that could impact delivery timelines or client relationships.

Education

• Mata Shiv Devi Public School

  Arts Graduate

  1991 — 2005

Skills

• Training
• Customer Satisfaction
• Soft Skills
• Business Process
• Sla
• Team Management
• Recruiting
• Offshoring
• Vendor Management
• Project Planning
• Process Management
• Call Center
• Service Delivery
• Process Excellence
• Mis
• Employee Engagement
• Workforce Management
• Talent Acquisition
• Process Improvement
• Transition Management
• Outsourcing
• Management
• Team Building
• Operations Management
• Employee Relations
• Quality Assurance
• Bpo
• Performance Management
• Crm