Radheesh

About Radheesh

Senior enterprise delivery and operations leader with 20+ years of experience building and scaling global service organizations for 250+ enterprise customers across cloud, hybrid, and on-prem environments. I currently lead global delivery with 300+ professionals, accountable for service quality, customer outcomes, retention, and operational efficiency at scale.My role has evolved from leading traditional operations teams to deliberately guiding the transition toward SRE- and DevOps-aligned operating models. I have worked across this spectrum, from Ops engineers focused on stability and uptime, to reliability-driven SRE practices, and onward to DevOps models emphasizing automation, self-service, and faster feedback loops. My focus has been to drive this evolution pragmatically, preserving operational rigor while improving velocity and resilience.I work closely with DevOps and engineering teams to build internal platforms, automation, and tooling as products, not one-off solutions. I help shape requirements, prioritize enhancements, and ensure these platforms are reliable, scalable, and consumable by delivery and customer-facing teams. This approach has driven ~40% faster customer onboarding,~50% reduction in manual operational effort, and improved consistency across large environments.I stay actively involved in customer onboarding and adoption, ensuring internal platforms are embedded into delivery workflows and translate into measurable customer value. This has helped achieve 95% customer retention, a ~40% increase in referrals, and faster time-to-value for new and expanding customers.Operational excellence remains foundational to my leadership. I have scaled delivery operations generating $100M+ in business value, strengthened reliability through maturity models, improved responsiveness by ~40% via global support centers, and delivered $2M+ in annual cost savings through insourcing and standardization.I selectively embed Generative AI and Agentic AI where it delivers clear ROI, including onboarding acceleration, customer health scoring, feedback analysis, proactive service insights, and autonomous operations. These initiatives reduced manual effort, improved early risk detection, and increased productivity without compromising governance.I believe high-performing organizations balance delivery execution, disciplined operations, SRE and DevOps principles, and strong customer alignment. The future of enterprise operations and customer success is AI-enabled, data-informed, and human-led, measured by adoption, outcomes, and long-term trust.

Experience

1. Senior Director, Global Delivery & Customer Success

   Oracle

   Jan 2022 — Present · Bengaluru, IN

   See about section for summary]

Education

• Annamalai University

  BBA, Management

  2001 — 2004

• MIT Sloan School of Management

  Operational Excellence, Operations

  2021 — 2021

• Indian Institute of Management Bangalore

  Executive General Management Programme, Information Technology

  2016 — 2017

Skills

• Incident Management
• IT Operations
• Customer Service
• Executive Reporting
• Bpo
• Remote Infrastructure Management
• Management
• Linux
• P&L
• Process Improvement
• Transition Management
• Escalation Management
• Sla
• Itil Certified
• People Management
• Customer Satisfaction
• Vendor Management
• Customer Relations
• Data Analysis
• Business Process Improvement
• Service Management
• Service Desk
• Customer Migration
• Business Process
• Iso 20000
• Service Delivery
• Problem Solving
• Operations Management
• IT Service Management
• Account Management
• Six Sigma
• Change Management
• Team Management
• Balanced Scorecard
• Call Center
• Documentation
• Team Leadership
• Performance Management
• Itil
• Transi