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Hemant Gupta

Hemant Gupta

Program Director & Customer Success Management
Singapore

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About Hemant Gupta:

I am skilled customer centric professional, I have garnered rich & extensive experience in holistic processes presales, corporate strategy, project development / management and liaison with eco system teams  with key focus on project delivery, profitability while ensuring optimal utilization of resources in infrastructure and partners. 

Experience

Jan'17- Present       Head Project Management–APAC    Tata Communications, Singapore

 

  • Responsible for the successful implementation and delivery of transformation program for TCL APAC-enterprise customers in APAC including leadingthe team of on-site and offshore project managers.
  • Partner with account teams to support new project opportunities through pre-sales consulting and onboard customers on deployment framework, methodologies, and tools.
  • Lead strategic communication and engagement across organizational levels and with customers, serving as a crucial conduit to drive the timely delivery of project tasks.
  • Conduct governance meetings, stage gate review and performance reporting along with Partners to provide updates, track professional services scope and deliverables with associated impact on financials.
  • Work with the Service delivery and Partner management teams to support network planning, evaluation, cost-effective procurement, and deployment.
  • Closely work with finance controller to monitor financial performance of projects including Revenue Forecast, Budgeting, P&L, ROI and support annual operating plans for resources & CAPEX planning.
  • Ensure the alignment of TCL professional services strategy to meet customer needs, and user expectations to enhance Net Promote Score (NPS) and in turn contributing to overall client success.
  • Manage risks, conflict, issues associated with project delivery and devised mitigation plan to reduce impact to programs and business.
  • Build strong internal partnerships with Solutions, Engineering and Product management cross-functional teams to support product standardization, NPI (New product introduction), devised migration strategy and appropriate documentation.
  • Implemented robust system-based governance model to track Change and Service requests with increased visibility, monetization, and accountability.
  • Responsible for coaching and partnering with technology teams to organise training of new capabilities including certification for program managers and delivery managers.

Key Achievements:

  • Managed Project Deployment of SIA- SASE (11$M TCV), CaaS (4M$ TCV).
  • Helped in Net Incremental Business of SDWAN (19$ ACV), Wi-fi Lan (4M$ ACV). 
  • Certified Cisco SDWAN Black belt deployment manager.
  • Winner of Project of Year (POY) 2022 & 2019 award from Singapore Project Management Institute.
  • Winner of CX Vendor Management APAC 2022 & 2019 award honouring highest level of achievement in Customer experience (CX) in Services.

May'13- Dec 16           Client Manager–APAC      Vodafone Global Enterprise, Singapore

 

  • Responsible for successful execution and implementation of projects for principal VGE customers within APAC and EMEA.
  • Closely work with solutions and network team for Network delivery, reporting and coverage checks for VGE mobility customers. Primary interface for clients on day to day Operational and Service matters.
  • Accountable for delivering the customer project scope within defined time and quality parameters both in network and data services.
  • Manage and update service delivery for the accounts including change requests, upgrades, order reconciliations and escalations.
  • Collaborate with relevant counterparts in Pricing, Legal, Tax compliance, Delivery and Conexus alliance to maximize profitability of the managed accounts through upsell and crosssell.
  • Responsible for Cost & Risk analysis,Revenue assurance, Data monetization, Service inventory and Contract changes for managed provided services.
  • Delivered In-Country Contract (ICC), Masters Services Agreement (MSA) and Local Services Agreement (LSA) in APAC there by supporting VGE’s global mobility outsourcing deals.
  • Overseeing Accrual, Forecast, Renewal & Change Governance Reports (CGR) including invoice validation of various accounts for proper revenue control.
  • Ensures customer satisfaction with delivery and implementation of contracted services.

Aug'08- Apr’ 13                  Regional Contract Manager               British Telecom, Singapore Responsibilities:

  • Responsible for end-to-end ownership of revenue, margins, profit improvement plans, account growth and overall contract management of BTGS customers assigned in Network outsourcing domain.
  • Reviewing & drafting of contracts as well as managing contractual obligations including program agreements, vendor contracts and order form.
  • Working in close relationship with commercial, legal, product and delivery team for creating and implementing processes to manage contract delivery aligned with customer requirement.
  • Dealt with commercial/quotes of new order and evaluated service level agreement (SLA) of 3rd. party for managed vendor contracts.
  • Working with BTGS suppliers to meet contract KPI, ensure SLA agreed delivered and ensuring asset records are updated.
  • Conduct review meeting with the customer and account team members ensuring that all the information related to SLA and service content are provided to the customer by the service team.
  • Manage day-to-day service delivery for the accounts including change requests, upgrades, order reconciliations and service escalations.
  • Provide advice to client in relation to compliance, regulatory restriction, policies and agreements for contracted and new services ordered


 

Education

  • Pursuing Bachelor of Law (LLB)from University of London, Singapore.
  • MBA in International Business from Amity International Business School, (AIBS) India with 6.03 /10.
  • B TEC in ICE from Maharshi Dayanand University with 1st Division.
  • Higher Secondary Certificate from Modern Vidya Niketan, Faridabad, CBSE Board with 70%.

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