Vikas P.
Director , Patient Services & Solution Delivery, Customer Engagement Platforms|
- Role
- Director, Patient Services & Solution Delivery Ddit, Apd,customer Engagement Platforms at Novartis
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Vikas P.
Product and transformation leader with 14+ years in pharma/life sciences and CRM ecosystems (Salesforce & Veeva), driving global commercial and medical CRM capability programs from vision → roadmap → delivery.Proven accountability for large-scale CRM upgrades and omnichannel modernization, governance & compliance, change enablement, UX adoption, and predictable releases (≈95% on-time; ≈98% upgrade success).Deep expertise in CRM data and AI enablement (Salesforce Data Cloud/Einstein/Agentforce, Snowflake, Mulesoft) to improve customer engagement, insights, and operational efficiency. People leader who builds and mentors high-performing Product Owners, architects, analysts, and delivery squads; strong executive communication and cross-functional alignment across Commercial, Medical, Patient Services, and Tech.
Experience
Director, Patient Services & Solution Delivery Ddit, Apd,customer Engagement Platforms
Jul 2024 — Present · Hyderabad, IN
Own product delivery strategy for Patient Services and Customer Engagement platforms; translate enterprise priorities into roadmap increments and release plans across multiple products and markets.•Established portfolio governance (intake, prioritization, KPIs, risk/compliance gates) driving ~95% on-time/on-budget delivery and predictable high-quality releases.•Partner with Commercial, Patient Services, Legal/Privacy, Security, and Quality to ensure compliant delivery (privacy-by-design, audit-ready documentation, controlled releases).•Optimized SI partner model and vendor performance to improve throughput ~20%; instituted outcome-based metrics and dependency management across squads.•Implemented DevSecOps practices and reliability improvements, reducing downtime ~30% and accelerating release cadence while maintaining validation discipline.•Championed reusable, configurable architecture patterns to increase solution flexibility ~25% and reduce duplication through global reuse.•Led change enablement with user-centric design and adoption playbooks, improving user satisfaction ~15%(training, comms, feedback loops, super-user networks).
Education
SRM IST Chennai
Master's degree, Generative AI
Simplilearn Alumni
Masters Program, Data Science
Sikkim Manipal University (SMU)
Master of Business Administration, Operations Management
2012 — 2014
Saint john Bosco
High School and Intermediate, PCM and Computer Science
1992 — 2007
Amity University
Bachelor's degree in Information Technology, Computer Science and Information Technology
2007 — 2011
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