Rama Kiran Kumar Panyam
Results-Driven IT Professional | Expert in Digital Transformation and Automation | IIMB Alumnus | Certified in SAFe, PMI-PMP,PgMP, ITIL 4
- Role
- Head of Experience Management Office (Xmo) at Capgemini
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Rama Kiran Kumar Panyam
A dynamic and results-driven Digital Transformation and Experience Management leader with 21+ years of progressive experience across telecom, cloud infrastructure, enterprise IT operations, and AI-led service innovation.I specialise in global delivery leadership, portfolio and program management, AI-powered automation, service desk transformation, and commercial governance. My expertise lies in designing, scaling, and institutionalizing experience-led operating models that combine automation, GenAI, financial discipline, and operational excellence to deliver measurable business value.Throughout my career, I have successfully led large-scale global operations across multi-region environments (EMEA, APAC, and the Americas), managing complex service landscapes, stabilizing transitions, and transforming traditional support models into AI-enabled experience platforms.I am recognised for:• Building and scaling enterprise-wide Conversational AI and automation portfolios across 35–40 global accounts• Delivering 30–40% ticket deflection and multi-million-euro operational savings• Establishing global Experience Management Office (XMO) frameworks aligned to business growth• Designing consumption-based pricing and unit economics models improving margin predictability• Leading cross-functional governance structures that eliminate delivery failures and enhance client trustMy approach integrates:AI & GenAI Strategy | Automation at Scale | Agile Governance | Financial Discipline | Experience-Led KPIs (XLA over SLA)Beyond transformation programs, I am deeply passionate about building high-performance, diverse, and empowered teams. I have led and mentored global teams of 70+ professionals, establishing Centers of Excellence and fostering cultures rooted in accountability, innovation, and continuous improvement.Rooted in a client-first mindset and operational resilience, I thrive on solving complex enterprise challenges, aligning technology with commercial strategy, and delivering sustainable, scalable outcomes.I welcome opportunities to collaborate with leaders who are building AI-first operations, digital experience platforms, and next-generation global delivery models.
Experience
Head of Experience Management Office (Xmo)
Jan 2024 — Present · Bengaluru, IN
Leading the global Experience Management Office (XMO), redefining how AI-led Service Desk and Experience solutions are sold, governed, industrialized, and scaled across multi-region enterprise accounts. Driving transformation across GenAI, automation, commercial governance, and global delivery excellence. Strategic Leadership & Operating Model TransformationDefined a multi-year XMO and User Experience strategy aligned to GenAI and enterprise growth priorities. Designed maturity-led transformation models (L0–L3) enabling structured account evolution. Standardized governance frameworks, acceptance criteria, and reusable sales assets to ensure global consistency. Transitioned delivery from SLA-centric metrics to XLA-driven experience frameworks. AI & Automation at ScaleDelivered 30–40% ticket deflection across 35–40 enterprise accounts through Conversational AI and zero-touch workflows. Reduced AHT by 25% and enabled €4M+ annualized operational savings. Industrialized automation into scalable, repeatable operating models. Commercial Strategy & Financial GovernanceDesigned consumption-based and unit pricing models improving cost transparency and deal competitiveness. Contributed to closing 10+ enterprise deals averaging €2M annually (multi-year). Strengthened margin predictability through structured financial governance and ROI-led automation investment. Global Delivery & LeadershipBuilt and lead a 20–25 member XMO team influencing service desk professionals globally. Led cross-tower alignment workshops reducing solution ambiguity by 25%. Ensured zero critical delivery failures as executive escalation lead. Improved CSAT by 15% across transformed accounts. Change & Capability EnablementLed organization-wide change initiatives, enabling digital coaches and embedding experience-led KPIs to drive sustained adoption and operational resilience.
Education
Indian Institute of Management Bangalore
Executive General Management Studies
Visvesvaraya Technological University
Bachelor of Engineering - BE, Information Technology
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