Pankaj Gehlot

Lead and manage Multi-million-dollar professional service organizations that help companies in IT transformation journey mainly focused on large commercial, global, BFSI, ITES based customers project, portfolio delivery for ISG Infrastructure deployment & support organization (Dell EMC Storage, Datacenter, Cloud, networking, converged, compute and virtualization practices)

Portfolio Service Delivery Operations:
Accountable for overall performance and results of the professional services include P&L Management, revenue, margin%, COGS management, billable utilization, and resource management, operational KPI’s including project health indicator (PHI), TTV (Time to value), C-SAT, etc.
Services financials including, Bookings, Revenue Churn, Backlog management, Margin $, Delivered margin% Deliver-over-book (DoB)
Hold a regular project-level review meeting and project change request approvals. Drive project-level governance, profitability, and project health reviews with internal and external compliance requirements
Develop and regular review of escalation processes and participate in steering committee meetings. Provide sponsorship in large project delivery. Services partners approvals, business interlocks, services compliance, etc.
Relationship Management:
Serve as a point of contact for senior stakeholders and build a long-term relationship with customers and partners. Help achieve higher c-NPS at an organizational level.
Manages stakeholder relationships both internally mainly with Customers, account sales, pre-sales product teams, operations, Finance, and local and externally with partners. Build a strong working relationship and cross-collaborate to deliver a superior experience to the customer. Regularly cadence to build and synergize the partner relationship to drive combined success in the hybrid service model.
Pre-sales pursuits:
Control, review, and drive solution governance in line with services taxonomy. Ensure solution and deal governance in large/complex bids. Align right-sizing of efforts, and contingency to quantify the expected outcome delivery. Project level risk assessment and mitigation planning during the pre-sales stage. Aligning Bid/tender-related requirements to the statement of work (SOW)

• Led all strategic program in "run the business" and "grow the business"areas for Infrastructure Deployment services
• Managed all services business strategy and planning activities across Asia-pacific region.
• Support APJ IDS and Sub Regional Directors to achieve Demand / GAAP financial & operations objectives
• Drive close alignment within Services & support GTM, CoC, Services Marketing alignment in APJ region.

• Managed Multi-million-dollar professional service operations, contracts that cover Implementation services for large commercial, BFSI, Government, ITES based customers project, portfolio delivery
• Achieved higher ratings in Asia-pacific Inspiring leadership survey for 4th consecutive years
• Deliver Q-o-Q (30%), Y-o-Y Growth in GAAP revenue/margin
• Provide APJ Remote Delivery Center Leadership, to Singapore, Malaysia team

• Oversee & manage Asia-Pacific Japan Services operation for Enterprise & Client, Remote Deployment for Dell Compute, Storage & Networking products.
• Managed large team of 40+ PM, Tech resources across APJ.
• Help developing Remote services capability across several technology areas.
• Help driving large programs and initiative to drive 3x growth in services business in 3 years.

• Drove the 24x7 Enterprise technical support Centre (EEC) & managed a team of Level 1 & Level 2 engineers. Hired the team of 40+ technical resources to build the expert centre in India
• Managed ProSupport | | Gold Technical support Queue in India
• Developed escalation management tool (FUSION) in Dell India for controlling case age, tracking & managing escalation effectively
• Led large key account management program for improving cNPS.

• Part of core team that transitioned Enterprise GOLD technical support operation to India from Malaysia command center.
• Supported Mission-critical Storage, key account relationship across India
• Enterprise account management, onboarding & escalation management
• Single point of contact for key large accounts
• Accountable for Incident management, change problem management.

• Worked as an outside consultant capacity in designing and deploying IT Infrastructure solutions based on Microsoft Operational Framework Managed entire Windows AD migration
• Help IOM in building & modernizing IT Infrastructure (Servers, networking & application)
• Co-work with
• HP for building a New DC Facility for 100+ Rack DC Infra.

• Handled overall technical support & deployment function of the organization
• Managed & successfully delivered 125 Infrastructure deployment projects across India covering major client like IOCL, SBI, L&T, HZL, SML, ONGC etc..
• Handled complete responsibility of post-sales support for the projects while developing strong relationship with customer and partners.