Headline

Senior Project Manager at Kyndryl | PMP Certified | Client Experience, Escalation Ownership & Service Delivery | 25 Years

About

I started my career on the frontline, managing 15 agents in a B2C call centre, handling US client escalations, and learning what it actually feels like to be a customer who needs a problem solved urgently. The 20 years since have been spent at IBM, EMC Corporation, Mphasis, and Kyndryl - owning enterprise client relationships, managing board-level escalations, designing governance frameworks, and delivering complex programmes across geographies. What hasn't changed: I've always been the person the client calls first. I hold a PMP certification, an EMBA in Operations Management, and an ITIL Foundation certification. I've led transitions, built PMO frameworks, and managed multi-vendor operations across global accounts. Open to conversations across BFSI, retail, logistics, e-commerce, and services sectors. Let's connect if you're building something where client trust and operational rigour matter.

Location

Bangalore Urban

AI stack

claude

gemini

Work experience

Senior Manager Projects at Kyndryl, Sep 2021 - Present · 5 yrs 3 mos, Bangalore Urban, Karnataka, India, Senior client-facing delivery leader owning enterprise accounts at Kyndryl - responsible for end-to-end service excellence, client satisfaction, and account retention. • Serve as the primary point of contact for senior client stakeholders - the person clients call first for escalations, decisions, and strategic alignment • Own board-level and leadership escalations end to end; conduct structured root cause analysis and drive corrective actions to prevent recurrence • Define and enforce governance frameworks, SOP standards, and service delivery benchmarks across cross-functional and multi-vendor teams • Lead weekly and monthly performance reviews with operations and leadership teams; provide consolidated insights and improvement roadmaps • Drive client satisfaction and account growth through proactive relationship management, transparent communication, and consistent delivery

Project Manager at IBM, Aug 2016 - Aug 2021 · 5 yrs 1 mo, Bangalore Urban, Karnataka, India, Led delivery of enterprise programmes across a portfolio of global client accounts - responsible for project governance, client engagement, and service excellence. • Owned client relationships across multi-year engagements; maintained trust through proactive communication and consistent delivery • Managed cross-functional and geographically distributed teams including third-party vendors and contractors • Implemented strategies to improve client satisfaction scores and reduce account attrition • Drove automation and process improvement initiatives across delivery operations

Project Manager at EMC, Jul 2013 - Jul 2016 · 3 yrs 1 mo, Bangalore, Customer-facing programme manager responsible for end-to-end delivery across a portfolio of infrastructure projects - accountable directly to clients for outcomes, timelines, and service quality. • Acted as the client's primary contact and advocate throughout each engagement • Organised cross-functional problem resolution; shielded clients from internal complexity while driving fast resolution • Defined programme roadmaps, risk registers, and success metrics for client and executive audiences • Identified systemic experience gaps and implemented continuous improvement actions

Project Manager at Mphasis, Nov 2012 - Jul 2013 · 9 mos, Served as primary client interface for leading global accounts — co-creating project milestones with stakeholders, coordinating across technical teams, and managing delivery to agreed timelines. • Managed portfolio of services for global clients with high-touch relationship management throughout • Formed and led cross-functional teams; balanced performance management with uninterrupted client service

Senior Project Management at Mphasis, Nov 2012 - Jul 2013 · 9 mos, Served as the primary interface for leading global clients — co-creating milestones, managing expectations, and ensuring seamless coordination across technical teams. Managed portfolio services and project governance; maintained high-touch client relationships throughout delivery. Formed, deployed, and monitored cross-functional teams; balanced people management with uninterrupted client service quality.

PROJECT MANAGER at IBM India Ltd, Jun 2008 - Nov 2012 · 4 yrs 6 mos, Bangalore, Planned, executed, and closed complex projects within strict deadlines and budgets — coordinating internal teams, third-party contractors, and client stakeholders across geographies. • Built core client engagement skills through sustained interaction with customer teams across multiple locations • Delivered key programmes including Server Build/Refresh, Service Activation & Transition to BAU • Established structured stakeholder reporting, escalation handling, and expectation management practices

Education

MBA, Operations Management, National Institute of Business Management