Headline

Manager - Operations & Quality — TCS | Service Delivery · P&L - $1.2M Portfolio · 377 FTEs · AU & UK | ITIL v4 · Lean Six Sigma Black Belt | Open to SDM & Delivery Head Roles | Bengaluru

About

𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀 & 𝗤𝘂𝗮𝗹𝗶𝘁𝘆 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 · 𝗧𝗖𝗦 | 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝘆 · 𝗣&𝗟 · 𝗚𝗹𝗼𝗯𝗮𝗹 𝗠𝗮𝗻𝗮𝗴𝗲𝗱 𝗦𝗲𝗿𝘃𝗶𝗰𝗲𝘀 | 𝗜𝗧𝗜𝗟 𝘃𝟰 · 𝗟𝗲𝗮𝗻 𝗦𝗶𝘅 𝗦𝗶𝗴𝗺𝗮 𝗕𝗹𝗮𝗰𝗸 𝗕𝗲𝗹𝘁 | 𝗕𝗲𝗻𝗴𝗮𝗹𝘂𝗿𝘂 𝗜 𝗯𝘂𝗶𝗹𝗱 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝘆 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀 𝘁𝗵𝗮𝘁 𝘄𝗶𝗻 𝗰𝗹𝗶𝗲𝗻𝘁 𝘁𝗿𝘂𝘀𝘁, 𝗿𝗲𝘁𝗮𝗶𝗻 𝗰𝗼𝗻𝘁𝗿𝗮𝗰𝘁𝘀, 𝗮𝗻𝗱 𝘀𝗰𝗮𝗹𝗲 𝘄𝗶𝘁𝗵𝗼𝘂𝘁 𝗯𝗿𝗲𝗮𝗸𝗶𝗻𝗴. 10+ years leading operations, quality, and service delivery across global service desk and BPO environments - at the intersection of operational rigour, commercial accountability, and people leadership. At TCS, I own end-to-end operations and quality governance for enterprise clients across Australia and the UK - managing a $1.2M annual delivery portfolio, 377 FTEs, and C-suite relationships across multi-vendor managed services and BPO environments. 𝗪𝗵𝗮𝘁 𝗜'𝘃𝗲 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝗲𝗱: -> 100% SLA attainment across 60+ consecutive months - zero client-visible breaches -> $308K in annualised cost savings (17%) through AI automation, RPA, and vendor renegotiation -> 2-year contract extension secured vs. standard 1-year cycle -> 22% reduction in ticket resolution time through DMAIC-led improvement -> 45+ team members mentored - 9 promoted to Assistant Manager within 18 months -> TCS Delivery Excellence Award (3x) | Client Top Performance Award - Q3 & Q4 2025 I'm a Lean Six Sigma Black Belt who ties every improvement to a client outcome, a cost line, or a retention metric. I've led organisations through IBM's $19B Kyndryl spin-off with zero SLA degradation and built quality functions and vendor governance frameworks from scratch 𝗪𝗵𝗲𝗿𝗲 𝗜'𝗺 𝗵𝗲𝗮𝗱𝗲𝗱: Targeting Senior SDM, Delivery Head, and Operations Manager roles where delivery excellence drives commercial outcomes. Drawn to global account complexity, multi-vendor ecosystems, and ambitious client growth mandates. 𝗜𝗻𝗱𝘂𝘀𝘁𝗿𝗶𝗲𝘀: IT Managed Services | BPO | GCCs | Consulting | Technology 𝗖𝗲𝗿𝘁𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻𝘀: ITIL v4 | Lean Six Sigma Black Belt & Green Belt | AI for Managers (Microsoft) | Operations Management (Jack Welch) | ServiceNow ITSM 𝗦𝗸𝗶𝗹𝗹𝘀: Service Delivery | SLA/KPI Governance | P&L Management | Incident/Change/Problem Management | CSI | Escalation Management | BCP | Capacity Planning | Digital Transformation | RPA/AI | Power BI | ServiceNow | Vendor Management | CSAT/NPS | QBR/MBR | Talent Management 📩 narasimha.vasista@outlook.com 🔗 linkedin.com/in/narasimha-vasista

Location

Bengaluru

AI stack

claude code

claude

gemini

openai

ChatGPT

Microsoft Copilot

Work experience

Manager - Operations and Quality at Tata Consultancy Servicess, Jun 2022 - Present · 4 yrs 6 mos, Bengaluru, Karnataka, India, Accountable for end-to-end service delivery operations and quality governance for enterprise clients across Australia and the UK - managing a $1.2M annual delivery portfolio, 377 FTEs, and C-suite relationships across multi-vendor managed services and BPO environments. 𝗖𝗟𝗜𝗘𝗡𝗧 𝗚𝗢𝗩𝗘𝗥𝗡𝗔𝗡𝗖𝗘 & 𝗖𝗢𝗠𝗠𝗘𝗥𝗖𝗜𝗔𝗟 𝗔𝗖𝗖𝗢𝗨𝗡𝗧𝗔𝗕𝗜𝗟𝗜𝗧𝗬 • Sole TCS executive interface for C-suite stakeholders across AU and UK accounts - led 24+ QBRs and MBRs with zero escalations • Secured a 2-year contract extension (vs. standard 1-year cycle) through sustained SLA performance and executive trust-building • Renegotiated SOW and SLA terms to generate incremental revenue growth with zero client-visible disruption 𝗗𝗘𝗟𝗜𝗩𝗘𝗥𝗬 𝗣𝗘𝗥𝗙𝗢𝗥𝗠𝗔𝗡𝗖𝗘 & 𝗦𝗟𝗔 𝗚𝗢𝗩𝗘𝗥𝗡𝗔𝗡𝗖𝗘 • Sustained 100% SLA attainment across 60+ consecutive months - zero client-visible breaches • Built real-time intelligence layer (Power BI + ServiceNow) tracking 8 SLA/KPI dimensions - reduced MBR prep time by 40% • Engineered pre-emptive SLA buffer protocols across 3 critical risk events with zero breaches 𝗖𝗢𝗦𝗧 𝗢𝗣𝗧𝗜𝗠𝗜𝗦𝗔𝗧𝗜𝗢𝗡 & 𝗗𝗜𝗚𝗜𝗧𝗔𝗟 𝗧𝗥𝗔𝗡𝗦𝗙𝗢𝗥𝗠𝗔𝗧𝗜𝗢𝗡 • Delivered $308K in annualised cost savings (17%) through AI automation, RPA, and vendor renegotiation • Drove 18% service desk efficiency improvement and 22% reduction in ticket resolution time within 12 months 𝗣𝗘𝗢𝗣𝗟𝗘 𝗟𝗘𝗔𝗗𝗘𝗥𝗦𝗛𝗜𝗣 & 𝗧𝗔𝗟𝗘𝗡𝗧 𝗗𝗘𝗩𝗘𝗟𝗢𝗣𝗠𝗘𝗡𝗧 • Led 377 FTEs across service desk and BPO functions • Coached 45+ quality analysts - 9 promoted to Assistant Manager within 18 months (20% internal promotion yield) 𝗔𝗪𝗔𝗥𝗗𝗦 • TCS Delivery Excellence Award - 3 of 4 qualifying quarters • Client Top Performance Award - Q3 and Q4 2025

Assistant Manager — Quality & Service Delivery (IBM - Kyndryl spin-off) at IBM, Feb 2020 - Jun 2022 · 2 yrs 5 mos, Bengaluru, Karnataka, India, 𝗔𝗯𝗼𝘂𝘁 𝘁𝗵𝗲 𝗥𝗼𝗹𝗲: Owned quality governance and service delivery operations across a 187-FTE BPO and managed services organisation at IBM — building the QA and SLA governance architecture that enabled data-driven commercial and delivery decisions at scale. Continued in this capacity through IBM's $19B Kyndryl spin-off, maintaining full operational continuity through one of the largest corporate separations in technology history. 𝗤𝗨𝗔𝗟𝗜𝗧𝗬 𝗚𝗢𝗩𝗘𝗥𝗡𝗔𝗡𝗖𝗘 & 𝗦𝗘𝗥𝗩𝗜𝗖𝗘 𝗗𝗘𝗟𝗜𝗩𝗘𝗥𝗬 • Designed and deployed QA metrics, SLA governance, and MBR/QBR reporting infrastructure across a 187-FTE BPO partner ecosystem • Drove 31% improvement in AHT and 27% improvement in CSAT through structured quality programmes and calibration frameworks • Reduced escalation rate by 34% through proactive incident triage and structured RCA processes 𝗟𝗘𝗔𝗗𝗘𝗥𝗦𝗛𝗜𝗣 𝗧𝗛𝗥𝗢𝗨𝗚𝗛 𝗢𝗥𝗚𝗔𝗡𝗜𝗦𝗔𝗧𝗜𝗢𝗡𝗔𝗟 𝗧𝗥𝗔𝗡𝗦𝗙𝗢𝗥𝗠𝗔𝗧𝗜𝗢𝗡 • Maintained 100% SLA compliance and uninterrupted quality governance throughout the 9-month Kyndryl spin-off — zero client-visible degradation during peak organisational uncertainty • Achieved 23% defect reduction through structured feedback loops and calibration sessions sustained across the transition period • Demonstrated leadership stability and governance continuity across a structural transformation affecting 187 FTEs 𝗩𝗘𝗡𝗗𝗢𝗥 & 𝗣𝗔𝗥𝗧𝗡𝗘𝗥 𝗚𝗢𝗩𝗘𝗥𝗡𝗔𝗡𝗖𝗘 • Led vendor performance governance across a multi-partner environment — introduced SLA accountability frameworks and consequence-based review cycles

Senior Quality Analyst at Ola (ANI Technologies Pvt Ltd), Nov 2015 - Feb 2020 · 4 yrs 4 mos, Bangalore Karnataka, India, 𝗔𝗯𝗼𝘂𝘁 𝘁𝗵𝗲 𝗥𝗼𝗹𝗲: Built and led a 40-member quality assurance function from the ground up at Ola - designing calibration frameworks, audit cadences, and performance scorecards that standardised quality governance across internal and global vendor teams. 𝗤𝗨𝗔𝗟𝗜𝗧𝗬 𝗚𝗢𝗩𝗘𝗥𝗡𝗔𝗡𝗖𝗘 𝗕𝗨𝗜𝗟𝗧 𝗙𝗥𝗢𝗠 𝗦𝗖𝗥𝗔𝗧𝗖𝗛 • Established quality assurance function from zero - introduced calibration sessions, audit cadences, and structured performance scorecards across internal and third-party vendor teams • Drove 43% reduction in call volume through process redesign and first-contact resolution improvement initiatives • Achieved 27% improvement in user satisfaction scores through structured quality coaching and feedback programmes • Reduced average handle time (AHT) by 31% through workflow analysis, calibration, and targeted agent development 𝗧𝗘𝗔𝗠 𝗟𝗘𝗔𝗗𝗘𝗥𝗦𝗛𝗜𝗣 • Led and developed a 40-member quality team across internal and global vendor operations • Standardised quality benchmarks for the first time across mixed internal/vendor delivery model - creating consistent performance measurement where none existed previously

Senior Quality Analyst at Infinite Computer Solutions, Jun 2013 - Oct 2015 · 2 yrs 5 mos, Bangalore, 𝗔𝗯𝗼𝘂𝘁 𝘁𝗵𝗲 𝗥𝗼𝗹𝗲: Established the quality assurance function from the ground up at Infinite Computer Solutions, supporting Dell hardware and Windows OS technical support operations - my first end-to-end QA build, later repeated and refined at Ola. 𝗤𝗨𝗔𝗟𝗜𝗧𝗬 𝗙𝗨𝗡𝗖𝗧𝗜𝗢𝗡 𝗘𝗦𝗧𝗔𝗕𝗟𝗜𝗦𝗛𝗘𝗗 𝗙𝗥𝗢𝗠 𝗭𝗘𝗥𝗢 • Built the foundational quality governance structure for a 40-member technical support team - introducing calibration sessions, performance scorecards, and structured feedback loops where none existed • Designed audit frameworks for Dell hardware and Windows OS escalation handling - standardising quality benchmarks across internal and vendor teams for the first time • Improved first-contact resolution and reduced escalation rates through data-driven quality audit programmes 𝗧𝗘𝗔𝗠 & 𝗣𝗥𝗢𝗖𝗘𝗦𝗦 𝗟𝗘𝗔𝗗𝗘𝗥𝗦𝗛𝗜𝗣 • Led quality audits and calibration across a 40-member internal and vendor support team • Created the playbook for quality governance that became the model for subsequent QA builds across later roles

Senior Technical Support Executive at Sitel Group, Dec 2010 - Oct 2012 · 1 yr 11 mos, Chennai, Tamil Nadu, India, 𝗔𝗯𝗼𝘂𝘁 𝘁𝗵𝗲 𝗥𝗼𝗹𝗲: Resolved 470+ complex Dell hardware and Windows OS escalations at Sitel - recognised as a top escalation handler for sustained CSAT performance across tenure. 𝗘𝗦𝗖𝗔𝗟𝗔𝗧𝗜𝗢𝗡 𝗘𝗫𝗖𝗘𝗟𝗟𝗘𝗡𝗖𝗘 • Achieved 97.63% CSAT on 470+ resolved Dell hardware and Windows OS escalations - maintained top-performer ranking throughout tenure • Reduced personal escalation backlog from 23 cases/day to 4 (83% reduction) through proactive queue management and RCA-driven resolution workflows • Delivered consistent first-contact resolution on complex technical cases through structured troubleshooting and root cause analysis 𝗙𝗢𝗨𝗡𝗗𝗔𝗧𝗜𝗢𝗡 𝗙𝗢𝗥 𝗤𝗨𝗔𝗟𝗜𝗧𝗬 𝗟𝗘𝗔𝗗𝗘𝗥𝗦𝗛𝗜𝗣 • Built the technical and customer-handling foundation that shaped a subsequent career in quality assurance and service delivery leadership

Education

BCom - Bachelor of Commerce, Accounting and Computer Science, Bharathiya Shiksha Parishad

ITI FITTER, FITTER, SCB ITC