Andrew A.
Senior Global Operations & Service Delivery Manager
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Andrew A. is a seasoned Global Operations & Service Delivery Leader based in Bengaluru, India, with over 22 years of experience in the telecom, technology, cloud, and BPO industries. He has successfully managed multimillion-dollar P&L portfolios while leading teams of over 1,200 FTEs, achieving significant cost savings and operational efficiencies through strategic transformations, including process re-engineering and automation initiatives. Andrew has a proven track record in setting up and transforming Global Capability Centers (GCCs), delivering substantial improvements in operational efficiency. At Telstra India, he led global service delivery, ensuring excellence across global programs and aligning financial strategies with business transformation goals. His expertise extends to PMO governance, having implemented frameworks that improve operational accountability. During his tenure at VMware Software India, he directed service delivery operations, implemented Agile/PRINCE2 methodologies, and championed automation initiatives. Andrew holds a Bachelor of Computer Applications from Bangalore University and certifications in PRINCE2, Agile Scrum Master, and Six Sigma, reinforcing his credentials in managing complex, enterprise-level operational challenges.
Experience
Senior Manager – Operations
Telstra India Pvt. Ltd. · 2018 — PresentOversaw global service delivery and workforce operations for over 1,200 FTEs and strategic partner teams, including Software Engineers, Product Owners, and Scrum Masters, ensuring delivery efficiency across global programs. Managed end-to-end service delivery for the Resilience Team, focusing on the stability of strategic and mainframe applications and facilitating the transition of CBIS to the Ostrava (CDR) application. Directed multimillion-dollar Opex and Capex budgets and aligned financial strategies with business transformation goals. Achieved cost savings through process automation and governance optimization. Collaborated with HR, Finance, and Talent Acquisition to develop a workforce planning framework, boosting hiring and utilization efficiency. Established standard operating procedures and delivery frameworks across regions to ensure performance alignment.Program Manager – Operations
VMware Software India Pvt. Ltd. · 2011 — 2018Managed large-scale service delivery operations and workforce transformation initiatives aimed at supporting business efficiency and growth. Implemented Agile/PRINCE2 governance structures across various delivery streams to enhance project turnaround times and quality. Led workforce management and planning efforts throughout India, achieving significant reductions in labor costs while improving productivity. Oversaw Opex and Capex budget management, ensuring optimized resource allocation and enhanced financial reporting transparency. Drove process excellence to align operational functions with stakeholder expectations and championed automation initiatives for streamlined reporting and analytics. Established a global Command Center function, enhancing monitoring and incident response processes.Unit Manager – WFM/MIS
Mphasis (EDS) · 2008 — 2011Directed the development and implementation of workforce management systems to improve overall productivity and operational efficiency. Streamlined scheduling, reporting, and analytics processes that resulted in measurable cost savings. Collaborated with cross-functional teams to enhance workforce planning capabilities and improve responsiveness.WFM Analyst
AOL Member Services · 2005 — 2008Created workforce schedules and performance dashboards to maintain SLA compliance and operational efficiency. Introduced enhancements in processes that led to improved forecast accuracy and better employee utilization.Technical Support Analyst
Cli3L e-Services · 2004 — 2005Provided technical support services, monitored quality metrics, and worked towards improving first-contact resolution rates.
Skills & Expertise
Education
- Bachelor of Computer ApplicationsBangalore University · 2000 — 2004
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