Bachelor's Degree - Information Technology
Rajiv Gandhi Technical University
India 06.2008 - 04.2016
Dipen Thakar
Service Desk | Change | Release | Operations |Customer Success | Manager/ Lead | ITSM | SaaS | ITIL® 4 | Six Sigma | Skilled Communicator | IT Infrastructure and IT Security
Toronto,ON
Summary
- Executive leader with over 12 years of experience in IT Service Management and SaaS, excelling in Service Delivery, Strategy, Design, Transition, Operations, Continuous Improvement, and Customer Success.
- Proficient in driving operational excellence by leveraging ITIL best practices in Service Desk, Application Support, Customer Success, Change, and Release Management. Skilled in managing incidents, enhancing end-user support and evaluating IT infrastructure and IT security changes.
- Transform IT functions into Centers of Excellence by refining process design, advancing talent development and implementing continuous improvement initiatives.
- Exhibit strong leadership with strategic and technical acumen, with broad experience across IT, ITSM, ITIL, ITES, SaaS, services and BPO sectors. Expert and spearhead Organizational Development, People Development and Process Improvement, fostering business growth and pioneering innovative solutions.
- Propel customer success, leading large-scale enterprise projects and manage SaaS deployments, consistently ensuring high levels of customer satisfaction, top-notch quality and operational efficiency.
Key Achievements
- Successfully transformed and optimized operations, driving a 34% increase in team productivity and customer satisfaction, while maintaining a 0% attrition rate for over 24 consecutive months by fostering strong work relationships, a diverse culture and a positive environment.
- Earned recognition for exceptional leadership and strategic management by revitalizing team performance, consistently surpassing Service Level Agreements (SLA) at 95% versus 90% and achieving delivery targets for over 40 consecutive months.
- Secured significant financial milestones by generating over 50,00,000 INR in business for the company at Strategic Events and Promotions and nearly 1.5 million USD in revenue during my tenure with InSync Healthcare Solutions.
- Achieved operational excellence by aligning service delivery with ITIL best practices, effectively managing and resolving critical incidents to ensure minimal disruption and high customer satisfaction and maintaining a satisfaction rate above 92% across a diverse portfolio of over 100 Fortune customers.
- Served as a speaker and panel member at the prestigious Service Desk Institute in London, UK, contributing expertise to global IT service management and SaaS discussions and strategies. Showcasing my strong communication skills and collaborative ability with top executives.
Skills
IT Service Management
Change and Release Management
Program and Project Management
Incident Management
Continuous Improvement and Performance Management
Service Delivery and Service Desk Management
Risk Mitigation
Negotiation and Strategic Analysis
SaaS Solutions
Six Sigma
Executive Leadership
Service Design and Service Transition (Implementation)
Customer Success
P&L Management
Sales and Marketing
Event Management
People and Operations Management
ITIL
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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