Open to opportunities

Prashant Prabhakar

@prashantprabhakar1

Message

Senior Customer Success & Service Delivery leader driving 99%+ SLA compliance and telecom transformation.

Nepal

Message

What I'm looking for

I’m looking to lead senior service delivery and customer success for telecom/managed services—owning SLA/KPI governance, multi-country operations, escalations, and continuous Lean process improvement to grow revenue, improve CSAT, and ensure resilient delivery.

I’m a delivery-focused senior Customer Success & Service Delivery leader with 15+ years of experience driving program delivery, operational excellence, and transformation across telecom and managed services for global clients including Huawei, ZTE, EY, and Axiata Group.

I lead multi-country operations, manage 230+ cross-functional teams, and run service delivery governance that consistently delivers >99% SLA adherence. I’m known for escalation handling, stakeholder management, and turning operational data into faster decisions and better outcomes.

In my current role, I lead end-to-end delivery of 6+ concurrent projects across global infrastructure accounts, managing daily SLA/KPI metrics and maintaining high service reliability. I’ve improved CSAT from 78% to 92%, optimized costs by 15% through vendor and SLA negotiations, and delivered 40% revenue growth in 3 months.

Previously, I owned SLA/KPI performance and reliability for telecom infrastructure and improved delivery accountability by 15%—including high-risk scenarios such as earthquakes, floods, landslides, and blockades. With a Lean Six Sigma Green Belt and ITIL/ITSM Foundation, I continuously use Lean-driven process improvement to strengthen customer experience and operational resilience.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager - Service Delivery

Current

BD Enterprises

Feb 2022 - Present (4 years 4 months)

Led end-to-end delivery of 6+ concurrent projects across global infrastructure accounts, ensuring >99% SLA compliance through daily SLA/KPI governance and escalation protocols. Managed ₹48 Cr+ annual operating budget and led a nationwide cross-functional team of 230+ to improve CSAT from 78% to 92% while optimizing costs by 15%.

Service Delivery Management Escalation Handling Managed Services P&L management CSAT Resource Planning

Senior Manager - Managed Services

Itgn

Jan 2015 - Jan 2022 (7 years)

Owned telecom managed services operations, maintaining 99%+ SLA/KPI performance through preventive and corrective maintenance across challenging terrains. Improved project delays by 15% and increased KPI performance by 65% during high-risk operational events while serving as the primary interface between clients and field teams.

Managed Services Operations Resource Planning Vendor coordination Client Stakeholder Management Process Improvement

Project Manager - NOC

GTL Nepal Pvt. Ltd.

Jan 2011 - Jan 2015 (4 years)

Improved network operations performance by analyzing service data to raise First-Call Resolution (FCR) by 20%. Delivered 100% RCA reports and reported 99.96% KPIs to senior management, while strengthening disaster recovery to increase outage preparedness by 50%.

NOC Operations First Call Resolution (FCR)Disaster Recovery Planning KPI Reporting Incident Management Operational Transparency

O&M Engineer (Vodafone)

Nokia Siemens Networks (Denave India Pvt. Ltd.)

Jan 2011 - May 2011 (4 months)

Led corrective and preventive maintenance across 220 cell sites, supporting Vodafone network operations for the UP West region.

Field Operations Cell Site Maintenance Telecom Infrastructure

Site Survey Engineer

NR Switches and Radio Services

May 2010 - Dec 2010 (7 months)

Conducted infrastructure evaluations and documentation for 200+ telecom sites across India, supporting deployment and operational readiness activities.

Deployment Field Data Collection Technical Reporting