---
title: "Narasimha Vasista BS - Manager - Operations and Quality in Bengaluru | Tal"
description: "Meet Narasimha Vasista BS, 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 based in Bengaluru. AI stack includes claude code, claude, and gemini."
image: "https://tal.club/meet/narasimha-vasista-bs/share-image"
---

# Narasimha Vasista BS on Tal

## 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

[View the original profile](https://tal.club/meet/narasimha-vasista-bs)

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