Open to opportunities

Deepak R Thakur

@deepakrthakur

Message

Decisive professional with 20 years in Service Delivery Management.

India

Message

What I'm looking for

I am looking for a role that values strategic leadership and operational excellence, with opportunities for growth and team development.

I am an accomplishment-driven professional with 20 years of experience in Service Delivery Management and Operations Management. My career has been marked by a keen customer-centric approach, where I have successfully developed and streamlined processes, managed SLAs, and implemented process re-engineering initiatives to deliver efficiency gains. I pride myself on my ability to address client priorities and resolve escalations within prescribed turnaround times.

Throughout my career, I have led and managed large teams, directed operations for multiple accounts, and maintained strategic relationships with clients. My experience includes overseeing service delivery operations, conducting training sessions, and developing competencies among team members. I have been recognized for my contributions to employee engagement and have received multiple awards for excellence in management and client appreciation.

Experience

Work history, roles, and key accomplishments

Service Delivery Manager

Cognizant Tech Solutions

Jan 2023 - Sep 2023 (8 months)

Led service delivery management for multiple accounts, overseeing 200+ FTEs and ensuring operational excellence. Focused on process optimization, client relationship management, and team development through training and performance management.

Service Delivery Operations Management Client Management Team Leadership Process Optimization SLA Management Relationship Management Performance Management

Senior Manager - Operations

WoundTech Solutions

Nov 2021 - Jan 2023 (1 year 2 months)

Managed offshore service delivery operations for patient care services, leading a team of 150+ FTEs. Focused on quality control, client relationship management, and developing KPIs for performance tracking.

Operations Management Client Management Quality Control Team Leadership KPIs Strategic Planning Performance Management

Deputy Manager

Optum Global Solutions

Nov 2016 - Oct 2021 (4 years 11 months)

Directed operations for multiple projects, managing over 120 FTEs. Led hiring initiatives and maintained high employee engagement scores while ensuring quality deliverables and client satisfaction.

Operations Management Team Management Employee Engagement Project Management Quality Assurance Recruitment Performance Management

Senior Team Lead

GEBBS Healthcare Solutions Pvt. Ltd.

Apr 2010 - Jul 2012 (2 years 3 months)

Managed a team of 30 members, focusing on performance management and quality assurance. Conducted performance appraisals and identified process improvements to enhance productivity.

Team Management Performance Management Quality Assurance Process Improvement Client Communication Training Productivity Project Management

Analyst

Deloitte Consulting

Jan 2005 - Feb 2010 (5 years 1 month)

Participated in transitioning AR collections projects and engaged in critical coding projects. Recognized for contributions to significant revenue collection efforts.

Revenue Collection Data Analysis Process Improvement Team Collaboration Problem Solving Financial Analysis