Rahul Sabnis

About Rahul Sabnis

26+ years of multi-discipline industry & customer experience across Technical Support, Managed Services, Delivery Operations, Business Planning and Management. • Expertise in leading Global Services teams – planning, execution, driving improvement initiatives, hiring, and grooming leadership talent, balancing business, product, employee, and customer outcomes.• People leader with rich experiences in setting up, mentoring, and managing high performing teams. Sponsor for strategic customers and partners to strengthen engagement. • Specialties: Strategy, People Management, Customer Experience, Business Transition, Change Leadership, Product / Technical Support Delivery, Operations Management, Program Management, Remote Management, PMP.• Demonstrated company values in action every day and ensuring uncompromising compliance with company procedures, programs, and policy regulations.

Experience

1. Director

   Microsoft

   Mar 2018 — Present · Bangalore, IN

   As Director (with direct org size of ~200) for Global Delivery of Windows Commercial is responsible for following:• Provide overall vision and strategic leadership • Ensure best-in-class and cost-effective customer service delivery for enterprise, small and medium business segment customers. • Establish goals and monitor the performance of the team to optimize customer satisfaction through efficient and timely issue resolution.• Continuously identify areas for improvement in operations, knowledge, process, and soft skills. • Sponsorship for strategic customers, start-ups, and partners to strengthen engagement • Cross-group partnerships with shared services, supportability, tooling, engineering, and field teams to drive service improvements and drive automation to improve employee and customer experience and efficiency.• End to end customer service delivery, capacity planning, strategy, driving innovation for improved support experience • Member for Covid Volunteer Group – triage team for offering help to employees in distress• Hybrid Workplace Flexibility Model Implementation• Global business exposure and remote management experience, building and leading teams and projects

Education

• University of Mumbai

  Bachelor of Engineering (B.E.)

  1994 — 1998

• ICFAI University

  Master of Business Administration (MBA)

  2009 — 2013

Skills

• Retention Management
• Onsite-Offshore Model
• Hiring Employees
• Service Delivery
• Technical Support
• Manufacturing
• Communication Skills
• Learner
• Career Development
• Strategic Planning
• Organizational Effectiveness
• Talent Management
• Attrition Forecasting
• IT Service Management
• Telecommunications
• Deliberation
• Product Support
• Adaptability
• Talent Pipelining
• Finance
• Operational Planning
• Operational Execution
• Systems Thinking
• Software Project Management
• Vendor Management
• Performance Management
• Brainstorm Facilitation
• Microsoft Office
• Analytical Skills
• Social Listening
• Managing Managers
• Crisis Communications
• Software Development
• Leadership Development
• Ms Project
• Customer Support
• Organizational Development
• Cpe
• Organizational Leadership
• Customer Service