Prachi Shah Bio
With 18 years of experience with large IT system integrators across Europe, Americas, Asia and middle east, I have successfully led and delivered 12 large business and digital transformation programs for Tier 1 and Tier 2 organizations in Telecom, Social Media and banking & finance sectors.
Director of IT Systems at Singtel (August 2018 - March, 2020)
I was responsible to lead IT strategy and platform architecture initiatives enabling digital transformation programs for both Singtel (Singapore) & Optus (Australia). These programs’ primary objective was to enhance and personalize customer experience through launch of new digital channels, automate customer support function and tap into untapped customer base. Other key objective of these programs was to integrate existing and new digital channels with ecosystems of strategic partners like SP Utility Services, AIA Insurance and Grab.
One such strategic program I led for singtel was ‘Unboxed’. As part of the program leadership team, I was responsible for pre-launch preparation work, program delivery, enhancing API platform, managing cloud infrastructure and program governance. After 3 months of planning and execution, on August, 2019, Unboxed Initiative delivered its major milestone with Singtel launching its first ever Unmanned Store in Singapore offering its customers possibility of consuming key mobile related services without human intervention. Unboxed won Singapore’s Business Review award, which recognises innovative projects and best practices with significant business impact.
At Singtel, my ability to lead from the front and not only embrace but also enjoy the challenge is what sets me apart from my industry peers. For my contribution towards key and strategic initiatives like Unboxed and leading one of the larges IT team, I won Singtel Group Leader’s award in 2019. https://www.youtube.com/watch?v=j5hjKfmgh98
Customer Success Director (April 2020 till date)
As an outcome of Software AG’s push to drive digital transformation & cloud first strategy for its customers, Customer Success (CS) was introduced as strategic function to company’s operating model. Introduction of CS as a function was also meant to complement company's ambitious transformation journey of shifting from traditional on-premise perpetual revenue model to cloud based recurring revenue model for IOT & Integration product suite.
Aside from my core job function, I am one of the chosen leaders at Software AG to drive the change as a part of Diversity and Inclusion committee this year. This committee will focus on gender diversity & inclusion at all levels within SAG by creating awareness & best practices. Looking forward to attract more women in IT & leadership position with this initiative.