Headline

Enterprise Operations | AI Program Management | PMP | Global Delivery & Service Excellence | Enterprise Observability ALM | Digital Transformation| GenAI | AI Ethics

About

Enterprise Operations and AI Transformation Leader with 14+ years of experience driving large-scale customer success, global delivery, service operations, digital transformation, and AI-enabled business programs within SAP's enterprise ecosystem. Currently leading strategic enterprise programs at SAP, focused on AI-driven operations, enterprise observability, managed cloud integrations, customer transformation, and operational excellence initiatives supporting global customers. Over the past decade, I have built and scaled global teams, led mission-critical customer engagements, managed multimillion-dollar service portfolios, and delivered transformational programs that improved customer outcomes, operational efficiency, and business growth. Key achievements include: - Reduced annual incident volumes by 30% cases through automation, prevention programs, and self-service enablement. - Managed enterprise customer portfolios exceeding $15M annual value while maintaining 99%+ SLA compliance. - Improved operational efficiency by 30% through process transformation, KPI-driven governance, and automation. - Led enterprise observability programs across SAP landscapes, enabling proactive monitoring, resilience, and operational intelligence. - Designed and implemented AI-powered operational enablement platforms accelerating troubleshooting, knowledge discovery, and issue resolution. - Built and scaled global delivery teams across multiple regions supporting 24x7 enterprise operations. - Led employee engagement initiative for CX Lob focusing on improving employee engagement, leadership trust and building a culture to value employees. My expertise spans: • Enterprise Operations Leadership • AI & Digital Transformation • Customer Success & Experience • Global Service Delivery • Strategic Program Management • Enterprise Observability • Managed Cloud Services • Operational Excellence & Governance • Executive Stakeholder Management • Organizational Leadership & Team Development I am passionate about helping organizations transform operations through AI, automation, observability, and customer-centric leadership.

Location

Bengaluru

AI stack

claude

openai

Work experience

Sr Program Manager | CX CloudOps at SAP, Apr 2024 - Present · 2 y 5 mo, Bengaluru, - Sr Program Manager for SAP Managed Integration Services focusing on S4HC & SCV2 Solutions. - I drive AI-enabled enterprise operations and customer transformation at scale. - Orchestrating E2E AI Solution Development for SAP Managed Cloud Integration. - Establishing E2E Observability & Monitoring for SAP Managed Cloud Integration Program. - Leading AI Discovery Program focusing on Design Thinking Principles. - Leading a team of Engineers, Consultants for effective Governance and Program Delivery.

Service Delivery Manager at SAP, Apr 2021 - Mar 2024 · 3 yrs, - Managed strategic SAP customer engagements worth $5M+ annual portfolio value, ensuring delivery excellence across multiple enterprise accounts. - Led E2E SAP delivery governance for 10+ strategic global customers with consistent 99%+ SLA adherence and high customer satisfaction. - Increased delivery efficiency by 30% through process standardization, automation initiatives, and KPI-driven execution models. - Led strategic governance reviews with CXO stakeholders, contributing to 20% growth in account expansion and renewals.

Sr Solution Support Architect at SAP, Apr 2019 - Mar 2021 · 2 yrs, - Built Global Team in 5 Regions expanding Topic Delivery and Round the clock Coverage. - Lead Global Cross Delivery ERP Team. - Lead SAP Strategic Customer SAP Implementation & Support. - Member of SAP Customer Implementation Advisory for System Design & Architecture

Sr SAP MM Consultant at Avvas Infotech, May 2013 - Jul 2016 · 3 yrs 3 mos, Bengaluru

Project Engineer - Services at Luwa India Pvt. Ltd. - India, May 2011 - Dec 2013 · 2 yrs 8 mos, - Managed procurement planning, forecasting, vendor coordination and material management operations. - Project Engineer responsible for Installation & Service for North Indian Regions. - Developed foundational expertise in enterprise operations, stakeholder management & process optimization.

Education

Certificate Programme In Digital Transformation and AI for Leaders!, Digital tranformation, AI Adoption, Indian Institute of Management, Indore