RAJEEV BHALLA
Address:- B-601, Aravali Heights,
GH-8 ,Sector 21 C Part III,
Faridabad-121001
Mobile: +91 – 9560088553
E-Mail: rajeevbhalla28@gmail.com
Professional Brief
More than 2 decades of strong and diverse experience in Large Volume Project Management / Program
Management / Service Delivery Operations / Customer Management / Business Generation / Partner
Management / Spare Parts Operations / IT Infrastructure Support / Vendor Management
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A seasoned project management and service delivery operations management executive with significant and
diversified experience in various leadership roles of increasing responsibility.
Worked with reputed International and National organizations like Conax, HP, HCL, PCS, Usha and Teknotron .
Deep Domain experience having worked across countries , industries, cultures and geographies.
Proven record of driving transformational improvements across manufacturing organization.
Excellent people management and leadership skills.
Successfully supported businesses with timely new strategies.
Outstanding track record of servicing business with timely and high quality sourced services.
Outstanding leadership ability, collaborative style, innovative thinking, Pan India experience, broad based business knowledge,
multidisciplinary knowledge, strategic vision and customer orientation.
Demonstrated abilities in optimising network/ product performance and efficiencies
Significant experience in evolving and executing Service SOPs and Guidelines.
Proficiency Matrix
- Program/ Project Management
- ASP management
- Incident/ Service Request Management
- Business Development
- Service Infrastructure setup
- People Management/ Staffing
- Transition and Transformation
- Service Delivery Operations
- Strategy Planning
- SLA Management/ Ticket Resolution
- Offshore Delivery Management
- Revenue Management
- Sales Support & Coordination
- ROI Accountability
- Key Account Management
- Process Management
- Customer Support/ Satisfaction
- Post-implementation Support
- Budgeting/ Financial Planning
- Best Practices Implementation
- Spare Parts Operations
Employment Scan
Conax Access Systems Pvt Ltd.
August 2012 – till date
MNC Conax Access Systems is Norway based organization having Global presence and core competence in IT Security .India
region office in Noida. A B2B organization which secures the broadcast content for the Customers so that the Customer
Customers view hackfree and secure transmissions and the no of channels for which they have paid for.
As Operations & Support Manager am Managing 2 departments – Operations, for Pan India Service Delivery and Support for
providing service to 350 Global Customers through a dedicated team of 20 team members.
Digitech Services
2012 – 2012
Premium Service Partner for IBM , Lenovo and HP products and providing Infrastructure Management for Key Clients .
As General Manager – Customer Services lead Operations team to Serve Corporates, SMB and End users through Field ,
Onsite and In-house teams
HP India
2011 – 2012
Helwett Packard having global presence for IT products and Infrastructure Management Services.
As Account Delivery Manager Managed Large and Medium Infrastructure Service Accounts through Onsite teams and hybrid
model.
1998 – 2011
HCL Infosystems Ltd
Indian MNC having global presence for IT products and Infrastructure Management Services.
During the period in HCL graduated through the following designations
Channel Support Manager – North
Regional Support Manager – East
National Manager – Customer Care
Deputy General Manager – Service Delivery
During various profiles  Managed 275 nos. Channel Partners in Regional and National Role.
 Took care of Corporate, SMB,SOHO and Home Customers for 175000 systems - combination of Servers , Desktops ,
Laptops, POS systems.
 Ownership of National Key Clients 245 nos.
 People Management of teams sizes up-to 320 members comprising of Regional Managers , Team Leaders , Senior
Engineers and Engineers.
 Handled Project and Program management for 25 Customers.
Teknotron Information Systems Ltd
1995 - 1998
Exclusive India Distributor & Service Partner for Toshiba Notebook Computers and Copiers
During my tenure as Assistant Technical Support Manager supported Corporate and Single users for Toshiba Notebook
Computer base of 1200 nos. through a team of dedicated 20 Engineers covering 6 Metros .
Patni Computer Systems – Data General
1990 - 1995
Indian Computer Organization having tie-up with Data General and Data Products of USA, with sale of Servers and Desktops
Pan-India.
As Senior Specialist was responsible for 2500 nos. of Server & Desktop support through 50 Engineers covering North Region
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Usha Microprocess Controls Limited
1987 - 1990
First Indian Company to come-up with Desktop and Intelligent Terminals
As Senior Engineer managed Field and TRC support for Desktop and printer base of 1100 nos. through 12 Engineers
covering North Region.
Project Owner
Rural & Semi-Rural Projects Handled as Project Director
Customer
Duration
Locations Managed
Project Value /
Systems nos.
Description of Product
supported
Engineer
Deployment
POS system, Barcode scanner ,
Thermal Printer, UPS
125 nos.
Service
Uptime
Achieve
ment
92%
Desktop, Electronic Weighing
scale , UPS, Solar panels. Green
project having solar energy as
power source
75 nos.
90%
Automated Milk Collection Unit
comprising of Desktop, POS
Printer, Milk Analyzer, Milk
diffuser, Electronic Display unit,
EWS, Power backup
85%
Commissioning and supporting
ATMs and Total Implementation
Services during warranty period.
220 nos. ,
Peak team
strength of
320 nos.
during
commissionin
g phase.
25 nos.
Sugal & Damani
(Semi-Rural)
Apr’05 –
May’09
(4 years)
ITC Echoupal &
Sagar Malls (Rural)
Jan’06 –
Apr’08
(2 years)
Parag Dairy , Paras
Dairy, Mother
Dairy, Karnataka
Milk Union,
Maharashtra Milk
Union (Rural)
Jun’08 –
Nov’09
(1.5 years)
100% Rural coverage in
3 States of Uttar Pradesh
, Karnataka ,
Maharashtra
Rs 20 Cr. / 3000
POS systems
commissioned
at 2500 Lottery
Agents
Rs 14 Cr. / 2200
systems
installed at
Village Chaupal
and ITC Mall
Rs 56 Cr. /
5500 systems
installed in
villages
SBI ATM (SemiRural)
Nov’09 –
Apr’11
(1.5 years)
4 States of Uttar Pradesh
, Uttaranchal , Rajasthan
, Delhi NCR covered
Rs 7 Cr. / 332
ATM and 132
TI Services
60% Rural and 40%
Urban coverage in 3
states of Punjab,
Maharashtra , West
Bengal
100% Rural coverage in
2 States of Uttar Pradesh
and Madhya Pradesh
Project / Program management of Govt and Semi-Govt & Corporates
82%
Financial institutions: State Bank of India, Reserve Bank of India, Punjab National Bank and Unit Trust of India
Govt. Departments: Airport Authority of India, Department of Trade & Taxes, National Highway Authority of India
Dairies: Parag Dairy and Mother Dairy.
Private :- Sugal & Damani , ITC Echoupal, Paras Dairy , Drishtee.com, Easybill ,Fortis Escorts, Dish TV, WWIL,
Philips-Morris, Co-operative Bank CTS, Tata Motors Finance, HDFC , PWC, Infosys, ITC Corp, AIIMS.
Achievements
Customer Results
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Increased Customer Retention from 15% to 45% for product and services lifecycle.
Enhanced CSAT by 35% leading to Annual Customer Satisfaction Survey score improvement to 9.2.
Coordinated Quarterly divisional audits and based on observations, succeeded in improving service delivery
performance to 25% as well as optimisation of inventory levels.
Developed new Processes like web-based module process for customer complaint resolution to resolve matters
within specified timelines and Key Client System Performance Report to institutionalize operations transparency.
Ensured Customer Complaint resolution within stipulated timeline of 4 BDs for Metro and 7 BDs for Non-Metro
location.
Dashboard Review Process implemented and adherence by entities resulted in improving Customer’s confidence .
Implemented Pan India support for Toshiba Notebook Computer
People Management
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Conducted Quarterly and Annual reviews of Team’s KRAs that helped in performance improvement.
Organised team building exercises, events, award parties, monthly get-togethers for bonding and motivating team
members.
Quarterly Technology specific and soft skills trainings conducted for manpower skill building.
Reduced Manpower Attrition to less than 8% .
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Manpower screening and on-boarding within specified timelines
Partner / Principal / Vendor Results
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Ensured 100% processing of claims within 30 days of receipt at office.
Conducted Quarterly Technical & Soft Skills Trainings for Engineers covering 85% of Service Partners.
Improved Partner SLA adherence to 92% through periodic audits and reviews .
Introduced 40% spare buffer buyback resulting in Partner savings.
Participated in Senior Manpower recruitment at Partner / Vendor end .
Part of Team for New Service Tie-ups with Principal Organizations
Business Results
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Increased business by improving customer retention from 15% to 45%.
100% Divisional and National Business (Product and Service Lifecycle) Target Achievement.
Bottom-line in the range of 25% to 30%. Rural projects netted 100% margins in product and services business.
100% billing collections through efficient client and partner co-ordination .
100% repeat business and 40% new business generated from Managed Service Customers.
Spare Parts / Backend Operations
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Proper Inventory Planning led to spares optimization at hubs and SPO centres.
Ensured 85% Defective Part Return to SPO within 3 days of call resolution
Curtailed support inventory levels by 20% by liquidating non-moving spares.
Field results shared with the Plant Lead brought in 30% improvement in product quality
Ensured Vendor support at SPO centres nationally leading to 12% reduction in Inventory levels.
Participated in Pre-sales meetings and Tender submitting process.
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Part of Management team taking decisions for India Office Administration.
Laurels & Awards
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1998-99:- Best Customer Satisfaction Results.
2000-01:- Best Customer Satisfaction and Revenue Results.
2001-02:- Overall Revenue Generation and Customer Satisfaction.
2002-03:- Backend Customer Care function.
2003-04:- Quality Customer Care Results.
2004-05:- Golden Trophy for Best Channel After Sales Support from Cyber Media.
2005-06:- Silver Trophy for Best Channel After Sales Support from Cyber Media.
2010-11:- Star Performer Customer Satisfaction and Revenue Generation.
Education
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B.E. (Electronics & Telecommunications) from Institution of Electronics and Telecommunication Engineers (IETE),
New Delhi in 1987.
Certification
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ITIL V3 Foundation Certification in 2011.
Courses Completed
Certificate program on:
 Project Management conducted by PMAC, Delhi in 2008.
 Quality Management conducted by HCL, NOIDA in 2002 and 2009.
Trainings Attended
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Training from HP on printers in 1999; Toshiba, Singapore on Notebook Computers in 1995; and in 2005.
Participated in training on Six Sigma conducted by LG, India, NOIDA in 2004.
Personal Details
Date of Birth
Languages Known
Location Preference
:
:
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28th February, 1965
English, Hindi and Punjabi
Any Metro location in India or Abroad