Prafful Mishra

Roles & Responsibilities

• Lead end‑to‑end delivery for £22M global Infrastructure Services portfolio , managing 310 associates across Service Desk, SMO, ITSM Projects, EUC, Workspace, O365, Cloud Ops, IAM.
• Own full portfolio governance: strategy, planning, budgeting, forecasting, quality, resourcing, risk, and continuous improvement.
• Direct onsite/offshore delivery for major UK client, ensuring stable operations and seamless multi‑continent coordination.
• Drive complex transition programs covering RFP support, solution design, SOW/contracting, due‑diligence, and full transition execution .
• Build strong customer relationships; engage senior stakeholders to convert business needs into scalable delivery/governance frameworks.
• Run service reviews; track SLAs/KPIs ; assess operational health; lead corrective and preventive actions.
• Champion automation and AI initiatives to enhance quality, efficiency, and user experience.
• Collaborate with global stakeholders to ensure consistent performance, operational excellence, and business alignment.
• Mentor managers/team leads to strengthen leadership capability across service towers.
• Identify, shape, and convert new business opportunities to drive revenue and expand account footprint.

Key Achievements

• Directed £12.5M global transformation programme , delivering major operational, technology, and service improvements across all towers; generated significant cost savings , optimized end‑to‑end services , and eliminated extensive manual effort through automation and streamlined processes.
• Pioneered deployment of Agentic AI for Major Incident Management and Incident Prevention , accelerating detection, response, and restoration while reducing operational risk.
• Automated 24+ mission‑critical use cases , cutting incident/ticket volume by 26% , reducing operational cost, and eliminating repeat manual interventions.
• Led complex Integration workstreams for Mergers & Acquisitions , ensuring seamless consolidation of technology, processes, and service operations.
• Delivered one of TCS's most complex fully remote transitions during COVID‑19 , consolidating six service desks and establishing multilingual delivery centre in Uruguay.
• Earned TCS leadership recognition: Best Transition (2020) and CEO Award – Best Steady State Delivery (2021) .
• Achieved 100% SLA/KPI compliance across service towers, aligned with MSA commitments.
• Maintained 97%+ Best‑in‑Class CSI for Service Desk through deep analysis and targeted improvement initiatives.
• Built/embedded IT Support Operating Model integrating client IT operations with TCS's global delivery ecosystem..

• Worked as ServiceDesk SME to Provide L1 Desktop support