Faheem Sherwani
@faheemsherwani
Program manager blending ITIL service delivery, SLA governance, and AI/data governance to improve customer outcomes.
IndiaWhat I'm looking for
I’m an accomplished Program / Project and Service Management professional with 15+ years of experience in Managed Service Assurance, ITIL-based IT operations, and enterprise service delivery. I’ve built strong SLA governance capabilities across incident, problem, change, and service request management for high-profile global accounts, leading cross-functional teams through full project lifecycles from requirements to go-live.
In my current role, I’m driving AI-driven language lab initiatives—directing end-to-end development and deployment of AI solutions for personalized language learning, NLP, and speech recognition—while integrating data governance to improve service delivery, compliance, and user engagement. I also focus heavily on customer success and stakeholder alignment, and I’ve been recognized as Top Performer of the Team (3×) for emergency maintenance and swift approvals for urgent planned changes.
Experience
Work history, roles, and key accomplishments
Program Manager
Datachief Technologies Pvt Ltd
Jan 2019 - Present (7 years 6 months)
Defined and executed the AI-driven language lab roadmap, directing end-to-end development and deployment of personalized language learning solutions using NLP and speech recognition. Oversaw cross-functional teams across engineering, data science, product, and compliance, and supported data governance and audit activities to deliver scalable and secure AI products.
Specialist – Managed Service Assurance
EITC – Du Telecom
Jan 2016 - Jan 2019 (3 years)
Managed IT service delivery for Fixed and Mobile products, handling Microsoft Office 365 and HP/Oracle service requests through VGECO within SLA timelines. Produced performance and call-quality reports, supported high-profile global accounts, and prepared Reason for Outage (RFO) reports to improve service and incident transparency.
Implementation Manager
Echelon Technology Services
Jan 2011 - Jan 2015 (4 years)
Led end-to-end implementation of School & College management systems, including delivery coordination and stakeholder engagement. Managed SLAs, supervised project managers, and planned manpower resources for regional delivery to support timely execution.
Implementation / Account Manager
Glodyne Technoserve Limited
Jan 2010 - Jan 2011 (1 year)
Analyzed client requirements for module customization, coordinating with data engineering for accurate client-specific testing and training support. Managed billing and inter-departmental coordination for the ePDS eGovernance project (J&K), and trained new hires on MIS reports for project status tracking.
Production Software Test Engineer
Mastek Limited
Jan 2008 - Jan 2010 (2 years)
Created use-case and test-case analyses and executed load tests as part of production software testing. Applied STLC and black-box testing, managed the full defect lifecycle using ePMO, and prepared system test plans and scenarios for staging approvals.
Education
Degrees, certifications, and relevant coursework
Savitribai Phule Pune University
Bachelor of Engineering, Information Technology
2002 - 2007
Earned a B.E. in Information Technology from Pune University (2002–2007).
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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