Contact
Ravinder Dahiya
www.linkedin.com/in/ravinder- Vice President - Product support | Service delivery, IT Service
dahiya-52b20815 (LinkedIn) operations, Quality Metrics, Customer satisfaction
Gurgaon, Haryana, India
Top Skills
Performance Metrics Summary
Onboarding
With 20 years of experience in the IT infrastructure service
Artificial Intelligence (AI)
environment, I am a result-oriented leader who drives key initiatives
in service delivery, software product support, project management,
Languages
and business analysis. I have a proven track record of managing
English
geographically spread projects, ensuring timely delivery, optimal
Hindi
utilization of resources, and customer satisfaction.
Certifications
As the Vice President of Product Support at CitiXsys - iVend Retail,
ITIL 4 service management
a global provider of retail management software solutions, I am
ITIL V3
responsible for transforming the support model, implementing ITIL
processes, establishing governance, managing the P&L account,
and selecting and negotiating with IT vendors. I also nurture
collaborative relations with clients, understand their business needs,
and deliver solutions that add value, solve problems, and reduce
costs. I am certified in ITIL V3 and V4, and Scrum Master, and I
have an MBA in Marketing and a B.Tech in CSE. My mission is
to promote the effective use of existing and new technologies to
achieve organizational and client goals, and to build, coach, and
mentor high-performing teams that deliver high-quality service.
Experience
CitiXsys - iVend Retail
5 years 4 months
Vice President - Product support
October 2021 - Present (3 years 4 months)
Noida, Uttar Pradesh, India
• Led successful transformation from outsourced delivery model to in-house
support teams, improving efficiency and customer experience.
• Implemented ITIL processes for incident, problem, and change management,
enhancing operational efficiency.
Page 1 of 4
• Managed vendor negotiations, governance model, and P&L for the support
department at CitiXsys - iVend Retail.
Director Product support and customer experience
October 2019 - October 2021 (2 years 1 month)
Noida Area, India
• Implemented ITIL processes to enhance support department efficiency and
customer experience.
• Managed P&L account, vendor selection, and contract negotiations for IT
tools and software.
• Led talent development, process improvement initiatives.
Drishti-soft Solutions - India
Director Of Support
May 2017 - October 2019 (2 years 6 months)
Gurgaon, India
Drishti
Head- Product Support
2015 - May 2017 (2 years)
Gurgaon, India
HCL Technologies Ltd.
Senior Manager - EUC
July 2012 - June 2015 (3 years)
Noida
As a Senior Manager, I function as a Global Service Manager for Desktop
Services for a multi-geography client, while leading a cross cultural team
spread across delivery centres. Provide leadership and strategic direction
to the team while ensuring profitability and business growth. Nurture long
lasting relationships with clients and deliver outstanding service to enhance
customer satisfaction leading to business enhancement and retention. My
ability to manage simultaneously occurring projects with consummate ease
and converting complex technical concepts to simple to understand delivery
reports sets me apart from others.
Key Highlights:
Led the transition project for Workstation Lifecycle Management Services
(EUC) for a Global customer spread across 16 countries.
Conducted a feasibility study to identify a suitable configuration management
(PC Lifecycle Management) tool for the client organization.
Page 2 of 4
Spearheaded various strategic initiatives on IT End User services and
provided prompt and superior customer support to the clients in the designated
territory to build credibility.
As Manager, I played a pivotal role in managing the workstation lifecycle
management function for a global MNC while deploying new products /
services in the end user environment. Liasioned with cross functional teams
spread across the globe ensure new releases and changes were accepted and
implemented. Deftly handled day to day operational issues, providing prompt
and accurate resolution to customer queries and complaints. Also ensured
adherence to defined KPI’s and SLA’s.
Key Highlights:
Led the up gradation of key business productivity applications.
Nurtured collaborative relationships between service delivery teams such as
service desk, OSS and the Workstation management team to enhance the
quality of service delivered.
Achieved 98% adherence to defined SLA’s and KPI’s.
HCL Comnet Systems and Services Limited
Manager
July 2010 - July 2012 (2 years 1 month)
HCL Technologies
Associate Project Manager
October 2007 - June 2010 (2 years 9 months)
Saigun Technologies
Business Analyst
April 2006 - September 2007 (1 year 6 months)
Education
DCMS
MBA, Marketting · (2005 - 2007)
Kurukshetra University
B.Tech, Computer Science · (1999 - 2003)
Kurukshetra University
Page 3 of 4
B. Tech, CSE · (1999 - 2003)
JAT HMAS High school
Page 4 of 4
