Sheel

About Sheel

Strategic business leader with proven expertise in global operations, offshore delivery, and GCC setup. Skilled in building and scaling high-performing teams, driving service excellence, and establishing capability centers that exceed SLAs and expand business impact. Experienced in contract and vendor management (VMS/MSP), SOW-based delivery, and resource lifecycle management across onshore and offshore models.Recognized for servant leadership and a track record of empowering teams, strengthening customer partnerships, and aligning operations with client success. Adept at defining KPIs, implementing best practices, and driving both talent acquisition strategies and revenue growth

Experience

1. Director- Operations, Customer Relations & Delivery

   Vhl Technologies Inc

   Mar 2014 — Present

   Led Business Operations with emphasis on strategic planning, service delivery, and high-performing team leadership. • Spearheaded establishment and management of offshore development center and led Global Capability Centers (GCCs) partnership as client partner, driving scalable global delivery models, exceeding SLAs, and taking on additional business beyond scope. • Oversaw end-to-end resource lifecycle management across onshore/offshore teams, ensuring optimal staffing, alignment, and performance. • Directed Service & Resource Delivery Management, aligning operations with client goals and SLA commitments. • Built and scaled 24/7 Application Support (L1/L2) operations, serving as the escalation point for mission-critical issues. • Delivered on SOW-based contracts, ensuring timely, high-quality execution within defined scopes. • Negotiated and managed vendor contracts in VMS/MSP environments, driving value and efficiency. • Defined and tracked KPIs to drive accountability, performance, and operational excellence. • Acted as Practice Head – Recruitment & Sales, leading talent acquisition strategies and contributing to revenue growth. • Designed and implemented best practices across functions to enhance efficiency and service consistency. • Championed Customer Relationship Management, strengthening long-term partnerships. • Practiced Servant Leadership, empowering teams, removing barriers, and enabling success. • Coached teams on industry best practices, fostering a culture of continuous learning and professional growth.