Headline

IT Service Delivery & ITSM Leader | Product Manager | SCANIA – Volkswagen Group | Ex-Capgemini | Ex-Infosys | ITIL V4 | PRINCE2 | Six Sigma | Driving Scalable Digital Products 📈 & Global IT Transformation 🌍

About

IT Service Delivery & Product Management leader with 12+ years across Volkswagen Group (Scania), Capgemini, and Infosys, specializing in enterprise application delivery, service governance, and digital transformation. Currently Product Manager at Volkswagen Group Digital Solutions, owning strategy and roadmap for sales & strategic planning applications used by 5,000+ global users. Previously led IT service delivery for the same portfolio, maintaining 99.9% uptime and SLA adherence. Core strengths: Product & service ownership: roadmap, backlog prioritization, release planning, and stakeholder alignment across global teams Vendor & budget management: $1M+ annual budgets, contract negotiation, and governance frameworks that improved vendor compliance by 20% Service operations leadership: managed teams of 120+ across India, Europe, and North America; improved CSAT to 92% and cut incident backlog by 40% Automation-driven efficiency: delivered 10+ automation initiatives reducing manual workload by 40% ITIL V4, PRINCE2, and SAFe 6 Agilist certified, with an MBA from Symbiosis Institute of Business Management. Open to Product Management, IT Service Management & Delivery, and Program Management roles where I can bring this blend of technical delivery and business ownership.

Location

Greater Bengaluru Area

AI stack

claude code

codex

gemini

openai

Work experience

Service manager at Volkswagen Group Digital Solutions [India], Apr 2026 - Present · 4 mo, Bangalore, Own product strategy and roadmap for Scania's sales & strategic planning applications, serving 5,000+ global users. Act as Product Owner for backlog, prioritization, and release planning. Lead cross-functional teams (engineering, UI, architecture) through agile delivery cycles, partnering with business stakeholders to translate requirements into shipped features.

IT Service Manager- SCANIA at Volkswagen Group Digital Solutions [India], May 2024 - Apr 2026 · 2 yrs, Bengaluru, Karnataka, India, Led service delivery for sales & strategic planning applications supporting 5,000+ global users, maintaining 99.9% uptime and SLA adherence. Partnered with business stakeholders to gather requirements, validate features, and coordinate vendor delivery timelines. Strengthened vendor compliance by 20% through structured governance and KPI reviews. Oversaw UAT, CAB submissions, and production rollouts with zero major post-release incidents.

Service Manager at Capgemini, Jan 2021 - May 2024 · 3 yrs 5 mos, Bengaluru, Karnataka, India, Specialized in application availability management, stakeholder management, and support for financial application technical teams with various cross functional dependencies. Owned availability and service delivery for business-critical financial applications, achieving >99.9% uptime through proactive monitoring (Dynatrace, ScienceLogic). Ran CAB governance, RCA processes, and CMDB/CI architecture on ServiceNow. Led automation initiatives (script-based incident creation, NLP integration) that reduced manual triage effort.

Operations Manager at Capgemini, Oct 2017 - Dec 2020 · 3 yrs 3 mos, Greater Bengaluru Area, Led and mentored a global team of 120+ FTEs across India, Europe, and North America, managing Global Service Desk operations with SLA/OLA adherence above 90%. Coached team members into leadership roles while driving a 50% reduction in incidents through proactive problem management. Directed 24/7 support delivery across multiple geographies and platforms (Genesys, ServiceNow).

Team Lead at Infosys BPM, Jun 2015 - Oct 2017 · 2 yrs 5 mos, Greater Bengaluru Area, Led and developed a team supporting a major UK telecom client ( British Telecom) , running regular training sessions to upskill members and consistently exceeding KPI targets (NPS >4.5, CSAT >9.5, SLA 90%). Managed team performance and career growth alongside sales targets for new connections and upgrades.

Senior Process Analyst at Infosys BPM, Aug 2013 - Jun 2015 · 1 yr 11 mos, Bangalore Urban, Karnataka, India, Handled high-volume call (70+/day) and chat (120+/day) support while consistently maintaining quality scores above 90 and CSAT above 9. Achieved all client KPI targets, conducted technical diagnostics for issue resolution, and met sales targets for broadband products. Conducted thorough computer diagnostics to investigate and resolve problems, providing technical assistance and support for smooth operations. Successfully managed sales targets for broadband and broadband equipment, consistently achieving or exceeding targets to drive business growth.

Education

Master of Business Administration - MBA, Business, Management, Marketing, and Related Support Services, Symbiosis Institute of Business Management, Pune

Bachelor of Engineering - BE, Information Technology, Visvesvaraya Technological University