Suneil C.
Technical Account Manager
Experience
Technical Account Manager
Elisa Polystar
- Pre-Sales and business development for network assurance, data analytics/dataOps and customer experience solutions including network performance management and customer analytics across Vodafone Group and eight VF Opcos in EU
- Acted as customer liaison for technical solution offer preparation and commercials, coordinating and advising internal product teams on business needs, product roadmaps and market insights
- Led responses to RFI/RFQ/RFP and workshops with client stakeholders for successful order receipt
- Served as single point of contact between client sponsors and internal teams including products, solution architecture, project management, service delivery, DevOps and overall implementation
- Prepared detailed business cases with analysis on opex reduction, TCO impact and overall capex
- Wrote techno-functional scopes of work and handled all change requests pertaining to ongoing operations
Director, BSS/OSS Presales and Delivery
PiA
- Led delivery and operational readiness cycles for an enterprise ordering platform to ensure stable and predictable post-launch operations
- Defined transition architecture and operational guardrails required to move from MVP to a mature, continuously running multi-tenant service environment
- Designed the operating model for configuration, data workflows and continuous delivery cycles
- Introduced standardized delivery and operational playbooks across cross-functional teams
- Developed governance mechanisms for releases, prioritization and issue resolution to reduce customer disruption
- Created operational dashboards to improve visibility into service performance and throughput
Engagement Director
Capgemini (subcontract)
- Led a large-scale transformation of enterprise customer operations, consolidating fragmented workflows into a unified, scalable operating model spanning data processing, service delivery, customer support and platform governance
- Advised the Group CTO and Group CBO on operational strategy, service delivery design, resource planning and cross-functional alignment for high-performing, multi-region operations
- Built the target operating model for recurring data and service operations including intake processes, validation workflows, processing rules, release cycles and incident management structures
- Introduced data-driven operational planning using volume analyses, workload distribution, capacity modelling and KPI-based prioritization
- Directed cross-functional teams across data analytics, engineering, service delivery, customer operations and governance to improve efficiency and service accuracy
- Established operational governance frameworks, steering mechanisms, performance scorecards and quarterly operations reviews
- Led organizational scaling efforts including hiring, onboarding, competency development and capability-building
- Acted as strategic partner to senior executives to align enterprise strategy with processes, tools and operating structures for continuous SaaS-like service delivery
Program Director, International Digital Services
Elisa Oyj
Served on the leadership team responsible for scaling international digital services operations to deliver recurring, high-quality service for complex analytics and automation platforms across multiple geographies
Directed multi-country engineering and service delivery teams, overseeing operational workflows, customer-facing delivery processes, platform adoption and end-to-end service performance
Acted as the primary executive interface for enterprise customers, aligning operational delivery, platform capabilities and customer value objectives through structured communication, governance and continuous improvement cycles
Led operational transformation initiatives across business units, implementing standardized processes, automated workflows and data-driven operating models to improve service quality, reduce operational overhead and increase delivery predictability
Managed a portfolio of AI/ML-enabled operational improvement programs focused on automating manual processes, optimizing service operations and increasing accuracy in recurring data outputs
Orange, Belgium: Lead customer experience & operations transformation
Drei, Austria: Program lead defining target operating models and introducing automation, operational analytics and AI-driven workflows
Multiple confidential telecom operators, Netherlands, Spain, Belgium: Program director acting as operational design authority and facilitating customer workshops
Practice Head, e-Commerce Operations
Growisto
- Established and led the strategic roadmap for the e-commerce practice, delivering business process improvements and guiding customer revenue generation through product development and transformation
- Directed cross-functional teams to implement data-driven solutions, overseeing IT systems integration and leading change management efforts for new technology adoption
- Provided C-suite advisory on business strategy development, aligning IT tools and analytics platforms to ensure optimal operational performance
Program Director, Global SaaS Delivery & Operations
Qvantel Oy
Led cross-functional product development teams and coordinated with vendor partners to manage customer deployments, oversee end-to-end digital transformation programs and drive organizational transformation for telecom clients
Wind Tre, Italy: Directed delivery and operational readiness of a €10M+ enterprise SaaS platform implementation
Millicom Group, LATAM: Orchestrated a €25M digital transformation across five countries, increasing ARPU by 14% and reducing IT overhead by 8%
VEON Group, Ukraine, Bangladesh, Pakistan: Served as transformation advisor, designing Greenfield strategies, target operating models and implementation frameworks
Program Manager/Lead Architect, SaaS Delivery & Service Operations
Accenture Technology Solutions Oy
Served as Technology, Media and Telecommunications SaaS Center of Excellence advisor for business development, pre-sales and delivery in EU and APAC
Sanoma, Finland/Netherlands: Led architecture and operational design of parallel SaaS transformation initiatives
DNA, Finland: Lead solution architect for cloud transformation strategy in BSS
Wartsila, Finland: Project lead solution architect for cloud-based Salesforce automation and inventory implementation
Accor Hotels, France: Project delivery lead for cloud-based Salesforce automation and contact center
Fuji Xerox, Sydney: Program lead for CRM transformation (Salesforce.com, Sales, Service, Marketing)
Multiple enterprises in USA and APAC: Transformation lead for CRM and service operations across banking, manufacturing, hospitality, industrial chemicals and telecommunications
Senior Advisor, Salesforce.com and Analytics
Acrotrend
- Pre-sales and delivery project manager for CRM transformation for Reed Exhibitions, UK
Program Lead
Virtuos Solutions
- Pre-sales solution architect and delivery project manager for multiple implementations of CRM and customer experience suites like Salesforce.com, Oracle RightNow CX, MS Dynamics CRM, Maximizer and KANA
Head CRM (SaaS Transformation COE)
DuPont
- Program lead for implementation of global Salesforce.com and business-specific CRM rollouts for multiple business units
- Responsible for change management including conducting extensive business user trainings across the organization
- Managed third-party vendors and system integrators
Program Manager (Salesforce.com)
Infosys
- Project manager for Salesforce.com, Java, .NET and Siebel projects for clients across telecom, banking and other industry verticals
Summary
Senior global operations and delivery leader with 19+ years driving large-scale transformation across SaaS, data, and digital service environments. I have built and matured cross-regional operating models that improve reliability, delivery speed, and customer outcomes for complex enterprise platforms.
Specialized in operational architecture - governance, process standardization, data quality, and scalable delivery frameworks that align product, engineering, and customer success around shared KPIs. Proven track record in stabilising service operations, reducing complexity, and designing global delivery hubs that lift performance and predictability.
Trusted partner to C-suite stakeholders, leading strategic initiatives that strengthen customer value, improve retention, and elevate operational maturity during periods of growth, platform evolution, or organisational change. Known for decisive leadership, clarity in execution, and enabling teams to perform at a higher standard across global markets.
Languages
Education
University of Warwick - Warwick Business School
Master of Business Administration · Business Administration · London, United Kingdom
Jawaharlal Nehru Technological University
Bachelor of Technology · Computer Science Engineering · Hyderabad, India
Certifications & licenses
Career Certified Frameworx Transformation Manager & Business Development Manager
TMForum (Elisa Oy)
ITIL 4
AXELOS Global Best Practice
Project Management Professional (PMP®)
Project Management Institute (PMI)
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