Deepanshu Sachdeva

Partnering with counterparts in Product Management to align on the vision, program backlog, and Product roadmap. Identifying and documenting detailed business requirements; participating in requirements meetings and data mappings sessions to understand business needs. Implementing SAFe to achieve goals. Coordinating with other Project Managers, Agile teams and customers to define features and technical user stories. Leading team standups to identify and mitigate risks and obstacles to succeed in line with the Scrum framework. Managing the change management process, meticulously logging requests, and keeping stakeholders informed. Managing internal and external Product Webinars while collaborating with the Product, Content and Marketing teams and ensure GTM readiness. Publishing of product newsletters and content development. Prioritizing and resolving customer support tickets promptly to ensure a high level of customer satisfaction. Managing training, continuous learning, resource onboarding, and process improvement initiatives. Tracking the program KPI’s and reporting to the CTO.

Leading project teams in support of different project functions and managing the overall program activities, plans, scope, and schedules associated with deliverables. Maintaining process integrity and keep business process model and associated documentation up-to-date and in line with the global practices. Developed RACI matrix to ensure the right communication channels are in place. Conducting risk assessments, analyzing risks, and effectively identifying, and estimating their impact on business operations. Report and mitigate deviations if any in conjunction to the overall program objectives and goals. Providing support to an Agile team, working in conjunction with end users/stakeholders and the technical delivery team. Collaborating with value stream owners to achieve objectives within the defined scope. Contributing to the Customer Success vertical and supporting the Chief Customer Officer on organization strategy to continuously deliver value to our clients.

Supporting internal and external audits and diligently following up on non-conformances until closure. Analyzing and reporting resource billing to ensure compliance with financials, while also managing capacity planning at the project level. Ensuring compliance with client and Accenture policies for resource onboarding and exits. Identifying and implementing cost savings initiatives and standardizing various processes to drive efficiency. Managing end-to-end project staffing requirements, from gathering requirements to hiring and exits. Collaborating with Project Managers to develop comprehensive program status reports and scorecards for regular reporting to senior managers and stakeholders. Handling project procurement requirements, PO and conducting vendor negotiations within the allocated budget. Working as a stakeholder of specific product backlog items as well as collaborating with development teams to ensure the output.

Working on continuous quality improvement program for the infrastructure management team comprising of 800+ engineers. Creating reports based on the assessment at PMO level for the leadership review and tracking progress. Analyzing product bugs and working with the R&D team to fix the same. Actively participated in Incident Management, Problem Management, Auditing and provided process solution development; trained engineers on the process and increased the process quality from 68% to 82% in 6 months. Worked with the in developers for new feature enhancement and maintenance of the integrated tools like Impact, Qfiniti, Salesforce PPM and PSA. On-boarding the new teams to the Quality Scorecard and Standards. Tracking progress of the teams aligned as per Global Compliance. Training, upskilling and coaching the engineers on processes and other skills to deliver as per SLA’s. Projects: Worked on aligning the Global Deployment Services of HPE as per Global Compliance and Quality metrics to ensure process excellence. Initiated regular audits for the team and created process flows as per the global process.

Responsible for ensuring that professional services delivery meets the established standards of quality including reliability, usability, and performance. Responsible for customer service operations and execution. RCA on Detractor and Passive customer ratings & feedback. Investigate customer complaints and non-conformance issues. Analyze data to identify areas for improvement in the quality system. Identify training needs and organize training interventions to meet quality standards. Evaluate audit findings and implement appropriate corrective actions to meet process excellence. Sharing of information to Operations Team on a weekly and monthly basis to help them manage their process performance. Help in onboarding/training of new joiners to the Services Team as per the set Quality Standards and Guidelines. Investigate and resolve internal escalations. Projects: Driving the NPS survey to assess the premium customer’s loyalty towards the brand by gauging their overall satisfaction and provided key highlights and process excellence recommendations to product, engineering, and operation teams.