Sunil Handoo

Group Manager @HCLTech

Bangalore, IN

At HCLTech, I am leading the Digital Experience Office (DXO) with a focus on ensuring superior service and experience excellence. My role is pivotal in large-scale digital transformation, automation, and user adoption of next-gen technologies within the Customer Digital Workplace.A key aspect of my leadership is performance monitoring through Experience Level Agreements (XLAs) and Key Experience Indicators (KXIs), ensuring that strategic objectives align with business imperatives. I collaborate with analytics teams to refine dashboards and derive insights that enhance customer satisfaction and operational efficiency. Through a structured change management approach, I enable seamless user adoption of new systems and ensure minimal disruptions.By integrating data-driven decision-making and working closely with cross-functional teams, I continuously identify opportunities for service optimization, customer journey enhancements, and proactive issue resolution.In my previous role at HCLTech, I spearheaded IT service transformation and service delivery management, ensuring a seamless digital workplace experience. My leadership was instrumental in:• Transforming IT service delivery through best-in-class ITIL practices.• Driving automation in incident, problem, and change management processes.• Enhancing customer satisfaction and reducing escalations through proactive governance.• Leading cross-functional teams in operational excellence initiatives.

SVKM's Narsee Monjee Institute of Management Studies (NMIMS), Bangalore

Masters in Information Technology and Systems Management

Happy Home Anantnag

School

Gandhi Institute of Technology & Management (GITAM) University, Visakhapatnam

Bachelors Degree