GURJEET SINGH GILL
Edmonton,AB
Work Preference
Work Type
Full TimeLocation Preference
HybridImportant To Me
Work-life balanceCareer advancementPersonal development programsCompany CultureHealthcare benefitsPaid time offSummary
IT Operations and Service Delivery Leader with 20+ years of experience in Service Desk management, Collections, and Customer Operations. Skilled in leading multi-layered teams, driving KPI/SLA Compliance, and delivering process improvements that enhance efficiency, compliance, and client satisfaction. Proven success supporting Large Financial Institutions through operational excellence, risk management, and customer experience leadership.
Overview
22
22
years of professional experience
4
4
Certification
Work History
Service Desk Team Manager/Manager
Fujitsu Canada
Edmonton, AB
04.2023 - 09.2024
- Managed technical team of 20 members to optimize operations for 32,000 users.
• Oversaw cross-functional teams, ensuring project execution aligned with service goals.
• Monitored performance metrics and provided leadership insights to enhance service delivery.
• Ensured SLA compliance while maintaining high-quality service standards.
• Collaborated with stakeholders to identify and implement service improvement initiatives.
• Directed staffing processes, including recruitment, onboarding, and training programs.
• Created comprehensive reports on service delivery metrics, such as response time and resolution rates.
• Analyzed customer feedback to pinpoint areas for operational improvement. - Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
Associate General Manager
HCL Technologies
Bangalore, Karanataka
10.2022 - 01.2023
- Directed transition of services for European financial client, ensuring seamless service continuity and compliance
with internal processes.
Integrated Service Portfolio Manager
Kyndryl India
Bangalore, Karanataka
04.2020 - 09.2022
- Achieved a perfect 10/10 Net Promoter Score (NPS), reflecting outstanding customer satisfaction.
• Coordinated cross-functional teams to ensure timely project delivery. - Facilitated stakeholder meetings, communicating project status and updates effectively.
- Implemented change management improvements, streamlining processes and enhancing team adoption.
Second Line Operations Manager/Service Integration
IBM India
Bangalore, Karanataka
06.2016 - 04.2020
- Supervised 84 service desk professionals for 6 service lines supporting a major European financial client.
- Improved SLA compliance and customer satisfaction metrics (FCR 72%) while managing SOP development.
- Administered financial controls and reported on operational metrics aligned with business plan objectives.
- Facilitated stakeholder collaboration and supported audit preparation, risk mitigation.
- Developed and maintained relationships with external vendors and suppliers.
- Conducted training sessions to enhance employee performance and skills.
- Led quality assurance initiatives to maintain high service delivery standards.
- Oversaw daily workflows, maximizing productivity and ensuring quality maintenance.
- Resolved customer complaints promptly, maintaining optimal satisfaction levels.
- Assisted in recruiting, hiring and training of team members.
AVP, Operations
IQOR Inc. (USA & Philippines)
Pampanga/Columbus, Clark/Ohio
05.2008 - 06.2016
- Managed over 100 staff in collections and customer care
- Achieved 25% increase in collections performance through KPI analytics and coaching.
- Managed over 100 staff in collections and customer care during recovery stages.
- Developed performance scorecards to optimize collection strategies and minimize risks.
- Oversaw compliance with U.S. regulations, improving hearing support and settlement readiness.
- Monitored team performance, identified improvement areas, and provided targeted feedback.
- Collaborated with cross-functional teams to streamline support systems and boost employee satisfaction.
Team Manager
Global Vantedge
Gurgaon, Haryana
03.2003 - 03.2008
- Managed 20+ agents handling U.S.-based collections accounts for telecom and banking sectors.
- Achieved monthly targets for debt recovery through effective team performance tracking and coaching.
- Collaborated with QA to identify process gaps, improving CSAT scores and reducing Average Handle Time (AHT).
- Directed compliance adherence with U.S. client policies and supported onboarding for new hires.
- Fostered a culture of accountability, development, and continuous improvement.
- Led employee relations through effective communication, coaching, training, and development.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
Education
Bachelor of Science -
Skills
- IT Operations Management
- Service Delivery Leadership
- Service Desk Management
- Customer Experience Leadership
- Collections & Financial Recoveries
- Regulatory Compliance & Risk Mitigation
- SLA / KPI Monitoring & Reporting
- Process Improvement & Workflow Optimization
- Vendor & Outsourcing Management
- Escalation Management & Conflict Resolution
- Change & Transformation Leadership
- Performance Management & Team Development
- Stakeholder Engagement & Client Relationship Management
- Business Continuity & Compliance Audits (SOC2, ITIL)
- Dashboard Reporting & Data-Driven Decision Making
- Cross-Functional Collaboration
Certification
- Business Relationship Management Professional (25.09.2020
- ITIL® Intermediate Certificate in IT Continual Service Improvement- 06.06.2019
- ITIL® Foundation Certificate in IT Service Management-02.09,2016
- Scrum Alliance- 06.12.2018-06.12.2022
Languages
English
Professional
Hindi
Professional
Punjabi
Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Customer Experience & Service Delivery
Team Coaching & Development
Continuous Learning
Operational Efficiency
Websites
Travel & Cultural Exploration
“Love traveling with family, discovering new cultures, and experiencing unique traditions, food, and local life.”
Timeline
Service Desk Team Manager/Manager - Fujitsu Canada
04.2023 - 09.2024
Associate General Manager - HCL Technologies
10.2022 - 01.2023
Integrated Service Portfolio Manager - Kyndryl India
04.2020 - 09.2022
Second Line Operations Manager/Service Integration - IBM India
06.2016 - 04.2020
AVP, Operations - IQOR Inc. (USA & Philippines)
05.2008 - 06.2016
Team Manager - Global Vantedge
03.2003 - 03.2008
Andhra University - Bachelor of Science,