Get to Know Vikas Mehta, Service Delivery Manager at Grade A

Welcome to our leadership series where we feature different leaders from our company and discuss their path to their current role, their leadership styles, and the philosophies that help them guide us towards Grade A’s vision.

Since he joined us back in March, Vikas Mehta has become an integral part of the Grade A team. He is currently leading our implementation of the ITIL process, improving various Service Desk procedures, and ensuring that our clients’ wants and needs are addressed in an impactful way. Learn more about his role and his path to becoming a Grade A leader below!

What role do you play in making Grade A awesome?

“I’m working as a Service Delivery Manager at Grade A, reporting to the COO, Chantalle. Overall, I’m responsible for the operations of the Service Desk and the NOC. My focus is to deliver exceptional services as anticipated by our clients by defining processes across the board while making sure that we have right people with right skills and technology. I design, build and deploy operational strategies by understanding our customers’ technology vision and future roadmap. Moreover, I am responsible for enabling cross-functional operational transformation along with in-house technology experts to address the overall service delivery improvements.”

What is your professional background and how did you make it to Grade A?

“I started working in 2004, my first job was with UK based BPO in Delhi, India. I worked there for 18 months and later I moved into IT. My first IT role was at Computer Sciences Corporation, now DXC. I started with elementary role of a queue coordinator which was mainly focused on incident management. That was when I was first exposed to ITIL terminology. I did my foundation certification there and after that there was no looking back. I moved to Accenture, HCL, EVRY and IBM. I continued working with ITIL framework and touched all the aspects of different processes defined for ITSM. Later, I moved to Canada in November 2017 was lucky enough to get my first contract with Canadian National Railways and worked on implementing ITIL processes across their organization. I worked there for one year before I moved to Grade A and started working as Service Delivery Manager. Overall, that’s 14 plus years, and seven different organizations, geographies and clients which lead to lots of learning.”

What has been the biggest obstacle in your career and how did you overcome it?

“My upbringing was in a small town in India. We were four siblings, my father was only earning hand and government salaries were not very generous at that time. Still, my father made sure that we got good education in good schools. Being raised in a country where English is not the first language, that later became a barrier for me. After completing my graduation in Computer Science, I started appearing for interviews. After failing in many discussions, I concluded that I need to work on my language to succeed. I didn’t have much money to afford a language school hence started practicing myself at home by reading out the newspapers and magazines, worked on that for two months, and that lead to my first job in a BPO.”

“This has taught me that we should use the resources we have and not always look for more to be successful. We should think for the solutions rather than problems. Situations will not be always by our side, but if we want, we can turn the things around with what ever we have.”

Is there anything you’re working on improving or getting better at as a leader?

“Working on my learning. Questions I ask myself daily are: Am I better than yesterday? Am I still the same? Have I learned from my mistakes? Have I tried to know what I was missing on? If not, then what is stopping me from doing that? I make sure that I should not be the same person that I was yesterday. Keep growing, keep learning, keeping adding. At Grade A, we have over 150 customers and each one is different. Exploring clients daily and learning about them. This is something that I continuing to do over the coming years as it has really helped me in building my confidence.”  

Do you have a philosophy that you use to guide your life or career?

“One thing that I follow is “Make mistakes, but do not repeat mistakes.” This is what I tell myself and my team. I would like to work with a person who try new things, make mistakes and learn something, rather than someone who just follows set path. I try new things, either I will succeed or learn but I will never fail. Take your learnings and move on however when someone repeat mistakes, that’s where the challenge is. There is no harm in exploring new things, as we’re all human there will be mistakes, but how you address them is what matters.  This has helped me in my personal and professional life.”

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