Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Certification
AWARDS
Timeline
Generic
Ninad Gawde

Ninad Gawde

Summary

A highly accomplished service delivery manager with over 17 years of experience leading large-scale Digital and AI transformation projects across Banking, Financial Services, Telco, and ICT domains in the APAC, UK, and MEA regions. Proven track record in delivering complex enterprise projects through digital transformations, cloud-based platforms, data-driven initiatives, and regulatory compliance/financial crime projects. Skilled at aligning strategic business objectives with Agile delivery, managing multimillion-dollar budgets, and leading diverse cross-functional teams. Adept at engaging C-level executives and senior technology stakeholders to drive operational excellence, enhancing client satisfaction, accelerating business growth and fostering vendor partnerships to ensure sustainable program success.

Overview

17
17
years of professional experience
6
6
Certification

Work History

Delivery Manager

Zensar Technologies
09.2022 - Current
  • Technology:- BOL, PowerBI, Bancs, T24, IBM MQ, Dynatrace, AWS, Jira, Confluence, Sharepoint, MS suite, Bitbucket, Jenkins, IBM HUB, MS IAM, UiPath, Power Automate
  • The position of Service delivery manager reports to the Head of Technology CIB with a focus on overseeing digital transformation projects, GenAI Adoptions, and business systems modernisation in CIB Business Banking.
  • Lead cross-functional teams to deliver complex projects on time and within budget.
  • Develop and implement strategic delivery frameworks to enhance operational efficiency.
  • Managing the service delivery for CIB Transaction Banking services at Standard Bank Group, covering Application & Infrastructure Support, Dev & Testing, and key initiatives like AWS Cloud migration, Gen AI, and Automation with CI/CD.
  • Drive quarterly service reviews with the CIO and Head of Payments, serving as the primary liaison for business demand prioritization, PI planning, and ensuring operational stability.
  • Leading a cross-functional team of 100+ associates across multiple locations (South Africa, APAC, & India).
  • Manage resource allocation, budgeting, invoicing, and P&L to sustain high-performance delivery. Focus on optimizing service delivery to ensure client satisfaction and operational stability in a dynamic and high-demand environment.
  • Define the SoW as per the service agreement, review and finalization with Finance, Legal and other key stakeholders of organization & client side to align service level agreements and maintain compliance.
  • Evaluating and prioritising change requests by business value, participate in CAB decisions based on impact, and coordinate delivery plans with stakeholders and dependent teams. Oversaw deployment schedules, resource allocations, and gate checks, including pre- and post-deployment validations, and provide regular status reporting.
  • Aligning with business stakeholders to define the PI package, verified demand artefacts for readiness, and collaborated with technical teams on capacity planning to prioritize work by strategic value and technical feasibility.
  • Reduced customer complaints by implementing proactive communication strategies with clients. CSI achieved 5/5
  • Fostered a culture of continuous improvement through employee engagement initiatives such as recognition programs and open forums.

Client Engagement/Portfolio Manager

Tata Consultancy Services (TCS)
10.2011 - 08.2022
  • Client Engagement/Portfolio Manager – (USD 1.5M– 2.5M annually)
  • Locations: Multi-site (South Africa, Africa Regions & India)
  • The role of Client engagement manager focused predominantly on servicing clients within the telco sector with a focus on the Digital-Product & Consumer delivery and implement the Enterprise Transformation Strategy.
  • Directed portfolio strategy aligning with client objectives and industry trends.
  • Collaborated with clients to define investment goals and tailor strategies accordingly.
  • Facilitated portfolio performance review and implemented new strategies.
  • Delivered end-to-end digital and consumer-focused transformations, spanning product launches (Amazon Prime integrations), enterprise platform migrations, and telco-specific benefits, cross multiple client domains.
  • Managed the delivery of digital and consumer-focused projects for Telco clients, including product and enterprise transformations.
  • Led project audits, RFP/RFI responses, and business case development, including migration strategies, data governance frameworks, and comprehensive enterprise rollout plans.
  • Orchestrated contract, vendor, and resource management for large-scale programs, contributing to sales/ presales efforts and generating new business opportunities.
  • Managed the operations and delivery of Enterprise/Wholesale business, overseeing the billing for approximately USD 13m – 15m/month. Managed billing disputes and Financial reporting, ensuring smooth operations.
  • Led a team of 60-70 associates across multiple locations, ensuring successful delivery and operations within tight deadlines.

Risk Analyst

GlobeOp Financial Services, Mumbai, India
11.2009 - 09.2011
  • Designed and developed new Hedge fund customers portfolio.
  • Delivered performance and Risk analysis and reports.
  • Managing the APAC and US clients
  • Analyzed risk exposure across diverse portfolios, ensuring compliance with regulatory standards.
  • Developed risk assessment models to facilitate data-driven decision-making processes.

IT Analyst

ICICI Bank, Mumbai, India
08.2008 - 07.2009
  • Designed and developed reports for Loan, Credit cards & saving Customers.
  • Designed new products with Business Intelligent Unit of banks
  • Analyzed system performance to identify areas for improvement and enhance operational efficiency.
  • Developed and maintained IT documentation to ensure accurate knowledge transfer and compliance with standards.

Education

Master of Computer Applications -

Mumbai University
05-2009

Skills

  • Delivery & Operations Management
  • Change & Integration Management
  • Digital Transformation & Cloud Migration (AWS, Gen AI)
  • Stakeholder Communication & Engagement
  • Project Budgeting, P&L, and Resource Management
  • Agile & Waterfall Project Management
  • ITIL framework
  • Vendor & Contract Management
  • Cross-functional Team Leadership & Collaboration
  • Business & Technical Analysis
  • Integration Analysis
  • Continuous automation

Accomplishments

  • $15m Digital Transformation | Led a 100-member technology team to deliver a seamless digital service journey for CIB transaction banking at Standard Bank Group, including critical AWS cloud migration. This transformation achieved an 60% reduction in client onboarding times and a 40% acceleration of core processes. Achieving indirect saving of USD 2m.
  • Gen AI Adoption | Introduced GitHub Copilot into our development workflow, accelerating routine coding tasks, reducing manual effort by 30%, 50% fewer post migration bugs, 30% faster migration and improving team velocity from 41 user stories/month in Mar’23 to 53 user stories/month in Mar’25.
  • Digital Innovation & Enterprise Transformation | Orchestrated the end-to-end delivery of Amazon Prime digital products by designing customer billing workflows (start/stop/pause) and integrated marketing strategies, while defining and executing IT strategy and process frameworks across multiple OpCos. driving large-scale enterprise transformations and streamlined financial reporting.
  • Next-Generation Product Rollout| Spearheaded the implementation of SuperApp for Vodafone Group to enabled business enablement and improving ARPU. This App is bulit on Alibaba platform and serve as one stop marketplace runs on the payment gateway created by Vodafone which also enables mobile money opportunity to multiple regions.

Affiliations

  • Zensar Global BFSI Client focus leader H2FY25
  • Zensar Global BFSI operational efficiency Team Award 2023-24
  • VodaFone CEO award for most impactful projects 2020-21 (2 projects), 2021-22 (1project)
  • Star Performer- TCS MEA region 2018-19
  • Best internal Auditor – TCS Q1 2018-19 and Q1 2020-21
  • Nominated and successfully completed TCS High-performance employee program 2020-21
  • Multiple internal TCS Performance Awards
  • Award for TCS social initiative program

Certification

  • PRINCE2 Practitioner
  • SAFe Agilist
  • Design Thinking Certified
  • QlikSense Certified
  • MS Azure Fundamentals Certified
  • AWS Cloud Practitioner Certified
  • ITIL Process Knowledge
  • PMI-PMP Knowledge
  • Banking Industry Architecture Network (BIAN) Framework
  • Google Cloud AI Essentials

AWARDS

Zensar Global BFSI Client focus leader H2FY25, Zensar Global BFSI operational efficiency Team Award 2023-24, VodaFone CEO award for most impactful projects 2020-21 (2 projects), 2021-22 (1 project), Star Performer- TCS MEA region 2018-19, Best internal Auditor – TCS Q1 2018-19 and Q1 2020-21, Nominated and successfully completed TCS High-performance employee program 2020-21, Multiple internal TCS Performance Awards, Award for TCS social initiative program

Timeline

Delivery Manager

Zensar Technologies
09.2022 - Current

Client Engagement/Portfolio Manager

Tata Consultancy Services (TCS)
10.2011 - 08.2022

Risk Analyst

GlobeOp Financial Services, Mumbai, India
11.2009 - 09.2011

IT Analyst

ICICI Bank, Mumbai, India
08.2008 - 07.2009

Master of Computer Applications -

Mumbai University

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Ninad Gawde