Hem Kumar Mishra

Accomplished Customer success and experience enthusiast with a track record of driving business metrics and achieving results. Offering nearly 18 years of comprehensive experience with renowned companies such as Infosys, Genpact, and HCL. Proficient in overseeing P&L, global operational delivery, Quality, and Training across 6 international delivery centers spanning 4 countries. Recognized for delivering world-class end-to-end services in Service Desk, Infrastructure, and Network through strategic transformation initiatives and a focus on human resources.

ITIL V4

• Outstanding Team Leadership Citation – Won World Class Manager award by Gallup for Employee Management
• Global Leadership Excellence Award – Won Award for Excellence (Infosys Oscars) for Best Managed Service Delivery

• Directed operations across 6 international locations, achieving consistent service delivery and exceeding SLAs, resulting in increased user experience and retention
• Established standardized processes and performance metrics, leading to increased operational efficiency by 57%, optimized resource utilization by 32% and reduced user complaints by 43%.
• Implemented innovative technologies resulting in enhanced service capabilities, improved response times by 32%, improved MTTR by 27% and led to end-to-end delivery.
• Led and developed multicultural teams, fostering a culture of excellence, resulting in reduced turnover rates by 40%.
• Effective governance and connect leading to a consistent score on annual companywide Customer Value Survey on loyalty and advocacy parameters. Received an Ex-Score of 100 from 3 different customers along with renewals of accounts with all of them.
• Improved Operating Margins of 3 accounts with ACV > 10 Mn USD by between 13-41% (different accounts) by developing and managing budgets for service delivery operations by allocating resources effectively, and optimizing costs while maintaining service quality.