Santosh K Joshi

Senior Delivery Manager (Operations & Projects) @Tech Mahindra

Reading, GB

Driving retail excellence through innovative strategies as a Senior Manager at Hutchison 3G Limited (Three Mobile) and as Engagement Lead at O2 (Virgin-O2 / Telefonica,UK)TechMahindra has brought forth a visionary managed service solution, an Endeavor spanning the retail landscape of England, Wales, Scotland, and Northern Ireland. This transformative engagement extends its benevolent reach to encompass the entirety of the retail spectrum, from the pivotal Point of Sale systems to the meticulous orchestration of Inventory Management and the indispensable Network Connectivity, all the way down to the subtle yet powerful Footfall Counters.In this challenging milieu, our responsibilities encompass• Conceived, implemented, and optimized project planning, governance structures, reporting mechanisms, financial oversight, forecasting, and budgetary management.• Shaped a seamless transition from project to Business as Usual (BAU), expertly defining the BAU Handover and Support model, while simultaneously tending to the meticulous documentation of knowledge resources including Process Maps, Standard Operating Procedures (SOPs), and user guides.• Diligently attended to the identification, monitoring, reporting, and escalation of risks, issues, and dependencies, ensuring that potential roadblocks were nimbly sidestepped.Among our many triumphs, we take pride in the following key achievements• Pioneered a Hypercare Support Model, a game-changing approach to support major implementation projects. This included expert contract negotiations, resource identification, bespoke training design, a refined escalation model, and masterful vendor management, all converging to ensure a seamless and triumphant business implementation.• Our commitment to Customer Satisfaction speaks volumes, as we proudly maintained a CSAT Index of 4.75, scaling the heights of excellence on a scale of 5 over the course of seven years of this transformative engagement.

XLRI Jamshedpur

PGCBM, Business Administration and Management, General

Vinoba Bhave University

Bachelor’s Degree, Electrical Engineering