Suhel Khandelwal
Jarfalla
Summary
Experienced Service Delivery Manager and Agile Leader with over 16+ years of success in managing complex, cross-functional, customer-facing projects across global markets. Proven ability to lead end-to-end delivery in regulated environments, drive stakeholder alignment, and implement scalable agile practices. Adept at translating evolving requirements into actionable plans, mitigating risks, driving automation initiatives in Agile teams and ensuring delivery excellence across geographies and cultures. Successfully managed 7 different programs while leading a team size of 150+ members. Seeking to bring my proven record of team leading and delivery expertise into senior management position.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Engineering Agile Project Manager
Tata Consultancy Services, Sweden
Sweden
07.2021 - Current
- Managed comprehensive digital transformation projects across logistics and customs domains to enhance operational efficiency, leading teams of over 150 distributed members.
- Streamlined sprint processes by integrating SAFe frameworks and enforcing stricter backlog governance practices.
- Facilitated negotiation and renewal processes for multi-year service contracts valued over $20 million to enhance client relationships and ensure continued account expansion.
- Outlined strategic transformation roadmap, enhancing collaboration between product operations and regulatory teams to accelerate time-to-market for new features.
- Led cross-functional governance forums within IT business and product units to optimize decision processes and ensure 95% SLA adherence.
- Directed automation projects in first and last mile portfolio to enhance operational efficiency and reduce costs by $400,000 annually.
- Managed comprehensive project execution, ensuring successful delivery by coordinating timelines, scopes, budgets, and resources.
- Directed tactical and strategic governance initiatives across multiple programs.
- Evaluated and controlled project and service budgets, guaranteeing effective resource allocation without sacrificing quality or client satisfaction.
- Analyzed service metrics and KPIs to ensure compliance with established standards for performance measurement.
- Ensured consistent delivery excellence, achieving 100% customer satisfaction for six years.
- Led initiatives to optimize operational processes and improve service delivery. Coordinated with cross-functional teams to align project goals with organizational strategy. Drove improvements in customer satisfaction through effective communication and problem-solving.
Portfolio Manager
Tata Consultancy Services, Sweden
Sweden
07.2019 - 06.2021
- Explored and pursued upsell and cross-sell opportunities within existing client accounts, contributing to revenue growth of digital transformation projects and agile service offerings.
- Achieved 20% YoY growth in client retention through new onboarding strategies for a multi-industry portfolio over 3 Years.
- Collaborated closely with sales and pre-sales teams in preparing proposals, presentations, and client demos showcasing IT solutions aligned to business needs.
- Acting as the primary point of contact, building trust, and fostering strong, lasting relationships with clients.
- Identify opportunities for upselling and cross-selling services to existing clients to grow the business.
- Acted as primary client liaison addressing technical queries, solution fit, and value proposition articulation during client negotiations and contract expansions.
- Supported RFP responses and solution customizations to meet client specifications and competitive differentiation.
- Contract Review and Negotiations, Planning and Forecasting the budget at ART / team level
- Drove cross-functional governance forums across IT, business, and product units to streamline decisions and mitigate delivery risks, achieving 95% SLA adherence.
- Postnord AB
Product Owner / Lead Business Analyst
Tata Consultancy Services, Sweden
Sweden
08.2015 - 06.2019
- Delivered Banking, Telecom-enabled solutions in prepaid and postpaid segments, incorporating metadata models and real-time status tracking for infrastructure platforms.
- Delivered many business-critical requirements (Vodafone India) – Hybrid, VoLTE, Vodafone – Idea Integration microsites.
- Define the Product Vision, Validate the Product Increments to ensure the PB is transparent and visible to all stakeholders
- Organized and facilitated Agile and Scrum meetings, which included Sprint Planning, Daily Scrums or Standup, Sprint Check-In, Sprint Review & Retrospective.
- Reported progress to all stakeholders through Sprint Burn-Down Reports, Iteration Burn-Down Reports, Feature Lead time and velocity target updates.
- Demonstrated excellence in architecture design reviews, account strategy, customer relationships, account delivery, customer satisfaction and P&L responsibilities.
- Vodafone India/UK, Deutsche Bank Spain
Product Specialist / Product Manager
Fulcrum Worldwide, India
India
03.2012 - 08.2015
- Collaborate with distributed teams to roll out data enablement platforms; conducted requirements gathering workshops with 80+ stakeholders.
- Modeled and documented end-to-end business processes, identifying opportunities for automation and workflow redesign.
- Established the long-term direction and goals for the product, aligning them with overall business objectives and defining Product vision & Strategy.
- Facilitated cross-functional meetings, tracked milestones for Agile projects, and provided actionable recommendations to leadership.
- Developed a strategic plan and timeline for product development, outlining key features and releases and creating the product road map.
- Worked closely with engineering, design, marketing, sales, and other departments to ensure successful product development and launch.
- Crum & Forster, USA
Business Analyst / Mobile Testing Specialist
NTT Data, India
India
12.2010 - 03.2012
- Authored technical and functional documentation and provided hands-on QA during system upgrades.
- Performed manual testing to validate application functionality, protocol, and end-to-end workflows on Android and iOS platforms.
- Worked with HTCL (Hongkong Telecom) to design the road map for DoCoMo mobile applications.
- DoCoMo Japan
Business Analyst
IBM Global Services, India
India
10.2008 - 12.2010
- Engaged both business stakeholders and technical teams, translating functional requirements into automated, scalable processes.
- Delivered process improvement and platform redesign initiatives supporting regulatory objectives.
- Collaborated with distributed teams to roll out data enablement platforms; conducted requirements gathering workshops with 80+ stakeholders.
- Facilitated cross-functional meetings, tracked milestones for Agile projects, and provided actionable recommendations to leadership.
- Coordinated with infrastructure and business units to capture metadata requirements ensuring scalable, compliant platform design.
- SaraLee, USA
Education
Bachelor of Engineering - Telecommunications
RGPV
Bhopal, India06-2006
C-DAC - Diploma in Advance Computing
MET
Mumbai, India08-2007
Skills
- Project management
- Operational leadership
- Budget management and forecasting
- Strategic planning
- Contract negotiation expertise
- Strategic program execution
- Collaborative negotiation experience
- Effective stakeholder communication
- Product management
- Strategic product road mapping
- Agile project management
- Stakeholder relationship management
- User-centered service design
- Automation technology implementation
- AI-driven personalization strategies
- Data-Driven Decision Making
- Insurance and banking knowledge
- Telecom – Postpaid/Prepaid
- Mobility
- Supply Chain – First & Last Mile, Customs, Logistics
- Tools and Software:
- CRM software proficiency
- Jira project management
- Collaboration tool experience
- HPSM expertise
- Experienced with MS Office 365 applications
- Proficient in CMS platforms
Certification
- Certified Product Owner/ Product Manager (POPM) by SAFe
- SAFe
- 6 Agilist Certification
- Certified Professional Scrum Master by Scrum.org
- Certified Scrum Master by Scrum Alliance
- Growth & Transformation by INSEAD Business School
LANGUAGES
English (Fluent)
Japanese (L1)
Timeline
Engineering Agile Project Manager
Tata Consultancy Services, Sweden
07.2021 - Current
Portfolio Manager
Tata Consultancy Services, Sweden
07.2019 - 06.2021
Product Owner / Lead Business Analyst
Tata Consultancy Services, Sweden
08.2015 - 06.2019
Product Specialist / Product Manager
Fulcrum Worldwide, India
03.2012 - 08.2015
Business Analyst / Mobile Testing Specialist
NTT Data, India
12.2010 - 03.2012
Business Analyst
IBM Global Services, India
10.2008 - 12.2010
Bachelor of Engineering - Telecommunications
RGPV
C-DAC - Diploma in Advance Computing
MET
DIVERSIFIED CLIENTELE
- PostNord AB – Sweden (2019–Present)
- Deutsche Bank – Spain
- Suttons International – UK
- Vodafone India, UK
- Crum & Forster – USA
- NTT DoCoMo – Japan
- Sara Lee AMS – USA