Rahul Sharma

About Rahul Sharma

With over 20 years of experience in leading global SaaS platforms, cloud-managed services, and enterprise-scale service delivery operations, I bring a strategic, customer-first mindset to every initiative. I specialize in translating high-level business vision into executable roadmaps that align technology, operations, and business strategy – delivering measurable outcomes in performance, retention, and cost optimization. A core tenet of my leadership is the responsible and ethical use of AI. I champion Responsible AI initiatives, creating services that build trust, ensure reliability, and contribute to human flourishing. My approach focuses on integrating these principles from the ground up, ensuring that AI-driven solutions are not only innovative and efficient but also transparent, fair, and beneficial for all stakeholders.What sets me apart is my ability to modernize complex environments while maintaining business continuity and elevating service quality. I’ve led multi-year transformation programs, optimized vendor ecosystems, and consistently driven efficiency across distributed teams, enabling a 25% reduction in support costs and a 17-point rise in SLA compliance.Highlights of my work include- Service Delivery Optimization: Led global service delivery functions for 400+ products, achieving 95%+ SLA compliance, reducing incident resolution costs by 60%, and driving a 20% improvement in resolution time through process standardization and automation- Customer Success Leadership: Built and scaled a customer success function from the ground up—achieving a 90% retention rate, increasing CSAT by 30%, and launching a self-service portal used by 100+ clients in under 60 days. Enterprise Risk & Compliance: Resolved a backlog of vulnerabilities and automated certificate renewals, implementing a scalable risk management framework that safeguarded business integrity and regulatory alignment (GDPR, CCPA)- Data & Analytics Enablement: Delivered a fully compliant $60M analytics platform, aligned global privacy/security policies, and instituted a cost recovery model that offset $4–5M annually in OPEX.Core Competencies:Pre-Sales | Solution Architecture | Growth Mindset | Cybersecurity Management | Vendor Management Stakeholder Influence | Executive Communication | Data & Analytics Platforms | Talent Development | High-Performing Team Building | Comprehensive Service Architecture & Design | Quarterly Business Reviews (QBRs)| Risk Management | Change Control | ITIL | Quality Assurance | SDLC & SAFe | Agile Development

Experience

1. Founder & Principal

   A3r Ai

   Mar 2025 — Present · Atlanta, GA, US

   I lead the creation and delivery of Responsible AI solution for clients, driving A3R\'s mission to build responsible and ethical AI solutions. As an entrepreneur at heart, I\'ve built this practice from the ground up, focusing on governance that is built in data, establishing intelligence through AI-enabled data operations while delivering tangible business value.My role is centered on a few key areas:Sales & Strategy: I act as a trusted advisor to clients, helping them navigate the complexities of data issues, and governance. I develop and sell custom responsible AI strategies that not only mitigate risk but also create a competitive advantage.Client Services: I am hands-on in delivering outcomes for our clients. By focusing on their specific business needs, I ensure our AI services don\'t just check a box—they create explainability, trust through AI-ready data, drive impactful results, building trust and unlocking new opportunities for growth.

Education

• Clark Atlanta University

  MBA, Management Information Systems and Finance

• Gujarat University

  BS, Engineering

• Indiana University - Kelley School of Business

  Certification, Business Intelligence, ERP

  2010 — 2011

Skills

• Pmp
• Program Management
• Business Intelligence
• Sdlc
• Software Project Management
• Management
• Integration
• Analytics
• Process Improvement
• Strategy
• Project Portfolio Management
• Analysis
• Sharepoint
• Project Management
• Leadership
• Consulting
• Quality Assurance
• IT Strategy
• Scrum
• Business Analysis
• Requirements Analysis
• Business Objects