Shailesh Desai
Service Delivery Manager| ITSM
- Role
- Service Delivery Manager (Customer Experience) at Cisco
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Shailesh Desai
A seasoned professional with 19+ years of experience and strong practical understanding…
Experience
Service Delivery Manager (Customer Experience)
Oct 2015 — Present · Mumbai, IN
Managing in-country technical/operational escalations while working directly with customers or working through Cisco partners; aligning with the objective of the broader services team and driving projects to achieve goals Improving customer satisfaction by facilitating post-sales support and by leveraging resources to increase product, technology, and services absorption into the customer network Ensuring Cisco Systems, Inc. provides comprehensive, effective, and customized support services to key strategic accounts; identifying ways of increasing service penetration into the customer network ultimately increase customer satisfaction Reviewing BAU process, increasing awareness across organization, and planning and deploying optimizations Interfacing on a routine basis with the account team and with Cisco Corporate personnel to resolve endemic problems on behalf of the customer Received awards under the category of intensely focus on the customer, benefit everyone and connect everything for managing critical escalations Gained various recognitions from sales for contributing to sales win
Education
NMIMS University
Master of Business Administration (MBA)
2005 — 2008
University of Mumbai
Bachelor of Engineering (BE)
1998 — 2003
Skills
- Pre-Sales
- Data Center
- Telecommunications
- Business Development
- Customer Satisfaction
- Cisco Technologies
- Team Management
- Customer Service
- Service Delivery
- IT Operations
- Business Analysis
- Iptv
- Networking
- Ccna
- Project Planning
- Network Design
- Itil
- Wireless Networking
- Cisco Systems Products
- IT Service Management
- Account Management
- Vendor Management
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