Vineet Rai
🚀 Business Transformation & Service Delivery | AI & Digital Transformation | Revenue Growth & Client Success Leader | 💡 Driving AI-Powered Services, Digital Transformation, & Customer-Centric Business Growth
- Role
- Associate General Manager at HCLTech
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Vineet Rai
I\'ve spent 24 years at the intersection of CX transformation, enterprise AI adoption, and…
Experience
Associate General Manager
Feb 2024 — Present · Noida, IN
Led global service delivery for enterprise clients, ensuring 99.99% uptime, SLA compliance, and service excellence across multi-regional operations.• Optimized IT operations by enforcing ITIL best practices in incident, problem, and change management, reducing resolution times by 30% and improving first-call resolution (FCR) rates and CSAT.• Managed cross-functional teams, including Service Desk, Citrix, Cloud, SCCM, Flexapp, Intune, Wintel, Storage, Security, Network, Automation (AI Ops) and transformation, fostering collaboration for seamless end-to-end IT service management (ITSM).Ensure compliance & risk management within IT operations.• Enabled AI-driven automation (chatbots, voice bots, and predictive analytics), cutting manual interventions by 40% and enhancing customer experience.• Partnered with CXOs & key stakeholders, aligning IT strategies with business objectives, driving AI-led digital transformation at scale.• Deployed Nexthink for real-time IT analytics, improving proactive issue resolution and end-user experience.• Developed customer-centric growth strategies, driving client retention, expansion, and upselling, leading to 25% YoY revenue increase.• Worked closely with Sales & Marketing teams to position IT services as a key enabler for business transformation and revenue acceleration along with enhancing client experience, ensuring high NPS scores and long-term business relationships
Education
Symbiosis Institute of Business Management
Post Graduate Diploma
2010
C.R College
Electronics and Communications Engineering
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