Ramit Arora
New Hope
Summary
Strategic CIS Service Delivery Executive with 20+ years of experience leading large-scale digital transformations and multi-million dollar portfolios ($35Mn+) across Healthcare & Life Sciences (HLS), Energy & Resources, and Insurance/Reinsurance. Expert in orchestrating global delivery teams of 400+ and driving 35% YOY organic growth through high-maturity account farming. Pioneer in Native AI Solutions, establishing "AI Automation Factories" that leverage agent-based frameworks to industrialize infrastructure resilience and security operations.
Overview
23
23
years of professional experience
Work History
Global Delivery & Client Partner (CIS/Healthcare)
Zensar Technologies
Princeton, NJ
08.2019 - Current
- Portfolio Leadership: Directing a $35Mn+ portfolio with a global delivery team of 400+ focused on Cloud Infrastructure and Cyber Security services.
- CIS Delivery Excellence: Serving as a trusted global delivery partner and P&L owner, consistently improving margins and customer/employee satisfaction scores.
- AI Automation Factory Innovation: Leading the ideation and development of an AI Automation Factory for EIC and Cyber Security to automate critical infrastructure tasks.
- Strategic Account Farming: Driving 35% YOY average revenue growth within existing accounts by identifying "white spaces" and cross-selling digital transformation services.
- C-Suite Relationship Management: Building and maintaining close working relationships with internal teams, client C-Suite, CXO-1, and partner channels to align delivery with business goals.
- Deal Leadership: Leading and winning multiple large-scale CIS deals (both RFP-driven and proactive) within the existing client portfolio.
- Solution Contextualization: Staying abreast of industry trends and best practices to contextualize CIS services and solutions for specific client challenges.
- Customer Trust: Responding to complex customer inquiries and resolving service delivery complaints to establish long-term trust and satisfaction.
Business Relationship Manager (CIS/EPC)
Tata Consultancy Services
Houston, TX
10.2016 - 08.2019
- Portfolio & P&L Leadership: Managed a $20Mn+ CIS portfolio and account P&L, delivering multi-geography services across North America, Middle East, and APAC.+3
- Organic Growth & Farming: Built and maintained a robust sales pipeline by identifying client pain points and presenting innovative solutions to address emerging infrastructure challenges.
- Strategic Roadmap Alignment: Advised clients on long-term technology roadmaps by leveraging strategic alliances and domain-specific expertise to guide service selection
- Proposal & Negotiation Leadership: Led complex proposal developments and high-stakes negotiations, partnering with solution engineers to secure and expand existing business.
- Revenue Strategy & Execution: Defined and executed comprehensive revenue targets and growth strategies while consistently driving high levels of customer satisfaction.
- Quality Assurance: Maintained a 100% Customer Satisfaction (CSAT) score throughout the engagement cycle by prioritizing service reliability.
- Operational Insights: Conducted deep-dive financial and operational reviews to identify and track actionable improvement opportunities with the delivery team.
- Stakeholder Reporting: Managed executive communication by delivering weekly, monthly, and quarterly performance reports to key stakeholders.
Service Delivery Manager (CIS/Insurance)
Tata Consultancy Services
Stamford, CT
06.2013 - 10.2016
- Managed Services Governance: Directed US-based Infrastructure Service Delivery for Tier-1 Insurance and Reinsurance clients under a high-maturity Managed Services model.
- Multidisciplinary Team Leadership: Led a diverse global delivery organization including Team Managers, Technical SMEs, and Process Analysts.
- Strategic Stakeholder Management: Served as the primary Single Point of Contact (SPOC) for executive staff and IT delivery teams, ensuring alignment across all service functions.
- Operational Excellence: Established rigorous review cycles to assess service performance, identifying and tracking continuous improvement initiatives to exceed client expectations.
- Talent & Performance Management: Spearheaded team-building initiatives and performance management frameworks to maintain high engagement and delivery standards.
Service Delivery Manager (CIS)
Tata Consultancy Services
Gurgaon, IND
04.2011 - 06.2013
- Offshore Managed Services: Directed offshore-based Infrastructure Service Delivery for Insurance and Reinsurance clients under a high-maturity Managed Services Model.
- Global Team Orchestration: Led a comprehensive offshore delivery organization consisting of Team Managers, Technical SMEs, and Process Analysts.
- Contractual & SLA Governance: Oversaw rigorous SLA and OLA management to ensure total contractual compliance and service reliability.
- Operational Rigor: Facilitated weekly and monthly operational reviews to maintain transparency and alignment with client expectations.
- Customer Excellence: Consistently achieved and maintained a 100% Customer Satisfaction rating through proactive service management.
- Strategic Resource Management: Optimized workforce scheduling and resource allocation while spearheading learning and development programs for team members.
- Automation-Led Improvement: Driven continuous process improvements by implementing automation and scripting to enhance delivery efficiency.
Team Lead
Aon Hewitt
Gurgaon, IND
01.2007 - 04.2011
- Managed service delivery of web technologies team, for Aon Hewitt's captive IT offshore operations
- SLA and OLA management on incidents, service requests, changes and timely delivery of Strategic Projects
- Weekly/Monthly operational and technical review meetings with key stakeholders
- Work force scheduling, resource management, and learning and development of team members
- Continuous process and service improvements through automation, scripting, etc.
- Performance management and R&R.
System Administrator (Solaris/Unix)
Hewitt Associates
Gurgaon, IND
10.2004 - 01.2007
- Solaris system administration, maintenance, and on-call Support
- Installation and administration of Veritas/Solaris Volume Manager and VxFS/ZFS/UFS
- Complete virtualization using Solaris container (Zones)
- Installing, configuring, and maintaining Sun Servers like NFS/SSH, etc
- Patch and package administration
- System performance administration and fine-tune system for optimal performance
- Using shell scripts to accomplish system administration tasks
- Troubleshooting Hardware and Operating system related issues and Coordination with different vendors to troubleshoot various
- Backup/restoration using Tivoli Storage Management
- Solaris Server hardening and configuring security.
Sr. Technical Support (Service Desk)
Hewitt Associates
Gurgaon, IND
02.2004 - 10.2004
- Handled the Voice Calls and Email Support for Hewitt’s – IT Service Desk
- Level 2 Support for VPN, Citrix, and Access related Issues
- Trained and mentored new joiners in Lotus Notes, Remedy, desktop applications, and IT SM processes
- Expertise in handling Virtual Office Connectivity, and Citrix Issues
Technical Support Executive
Hughes BPO Services
Gurgaon, IND
06.2003 - 02.2004
- Handled voice calls and provided technical support for US Based Internet Service Provider – Direcway
- Troubleshoot issues like No Browsing, Slow Browsing, Satellite Uplink errors, Dialup Errors, etc.
- Supporting internet customers with installation and configuration of product.
- Escalating issues to Certified Installers or NOC using ticketing tool – Vantive
Education
Post Graduate Diploma in Business Administration - Productions/Operations
Symbiosis Center of Distance Learning
Pune, IND08.2007
Bachelor of Computer Applications -
SGGS College, Punjab University
Chandigarh, IND06.2003
Skills
- Native AI Solutions & Innovation: Architecting and deploying native AI agent frameworks to automate Infrastructure and Cyber Security operations
- Strategic Customer Development: Cultivating long-term partnerships and driving organic account growth by aligning CIS expertise with client business objectives
- CIS P&L Management: Full financial ownership of $35Mn portfolios, consistently achieving 35% YOY revenue growth and optimized gross margins
- Strategic CIS Leadership: Orchestrating global, multi-geography delivery strategies for Cloud Infrastructure and Cyber Security across North America, Middle East, and APAC
- High-Performance Delivery: Leading global technical organizations of 400 members to ensure 100% SLA compliance and peak operational efficiency
- C-Suite Relationship Management: Acting as a trusted advisor to C-Suite and CXO-level stakeholders to secure buy-in for large-scale digital transformation initiatives
- Consultative Problem-Solving: Identifying "white space" opportunities and designing innovative, automated solutions to resolve complex infrastructure challenges
Awards
- 2022 | Zensar Technologies - BU Salesperson of the Year - HTM
- 2021 | Zensar Technologies - RPG Top Gear Performance Award
- 2020 | Zensar Technologies - CEO Club Award - Farming EN Growth
Personal Information
Title: Global Client Partner - Life Science And Healthcare
Awards
- 2024 | Zensar Technologies - Client Centricity Leader - H2
- 2022 | Zensar Technologies - Salesperson (Farming) of the Year
- 2021 | Zensar Technologies - RPG Top Gear Performance Award
- 2020 | Zensar Technologies - CEO Club Award - Farming EN Growth
Languages
English
Full Professional
Hindi
Native or Bilingual
Timeline
Global Delivery & Client Partner (CIS/Healthcare)
Zensar Technologies
08.2019 - Current
Business Relationship Manager (CIS/EPC)
Tata Consultancy Services
10.2016 - 08.2019
Service Delivery Manager (CIS/Insurance)
Tata Consultancy Services
06.2013 - 10.2016
Service Delivery Manager (CIS)
Tata Consultancy Services
04.2011 - 06.2013
Team Lead
Aon Hewitt
01.2007 - 04.2011
System Administrator (Solaris/Unix)
Hewitt Associates
10.2004 - 01.2007
Sr. Technical Support (Service Desk)
Hewitt Associates
02.2004 - 10.2004
Technical Support Executive
Hughes BPO Services
06.2003 - 02.2004
Bachelor of Computer Applications -
SGGS College, Punjab University
Post Graduate Diploma in Business Administration - Productions/Operations
Symbiosis Center of Distance Learning