Amit Chopra

Responsible for day-to-day IT operations, governance, and regional performance across EMEA and LATAM.

• Lead multi-regional service delivery operations, ensuring compliance, quality, and SLA adherence across enterprise clients.
• Supported 3,000+ users across 14 countries in EMEA and LATAM.
• Manage financial planning, budgeting, forecasting, and reporting to support strategic decision-making and cost optimisation.
• Managed a regional IT budget of over €5 million annually.
• Negotiated contracts with vendors, suppliers, and securing cost-effective solutions for IT needs.
• Led a team of over 25 IT professionals (FTE and contractors).
• Build and lead cross-functional delivery teams, improving performance, engagement, and capability development.
• Monitored staff performance and developed improvement plans.

• Streamlined IT support processes, reducing response times and improving overall user satisfaction.
• Implemented service optimisation initiatives leveraging knowledge-centred support (KCS) principles to improve ticket resolution efficiency and reduce MTTR from over 7 days to 2 days.
• Arranged upgrades to hardware and software to maintain technological capabilities.
• Led crisis management efforts to minimize operational impact and preserve company reputation.
• Drove shift-left and self-service strategies, enabling faster resolution through knowledge base enhancements, process standardisation, and improved workflows.
• Conducted regular performance evaluations, providing constructive feedback and personalised development plans for team members.

Led delivery operations and services in the EU region for a global leader in the retail sector.

• Provided technical support and guidance, resolving complex issues and improving user satisfaction.
• Coordinated cross-departmental IT projects, delivering solutions on time and within budget constraints.
• Collaborated with senior management to define IT policies and procedures, promoting best practices across the organisation.
• Led the Rapid Recovery Response team of specialised technicians supporting critical incidents and maintaining 100% SLA.
• Managed IT staff recruitment, training, and development, building a highly skilled and motivated team.

Managed multiple clients from the healthcare and hospitality sectors.

• Oversaw day-to-day operations across EMEA and LATAM regions, ensuring quality standards and regulatory compliance were met to support organisational integrity.
• Coordinated cross-functional teams to achieve timely project completion within budget constraints, enhancing collaborative efficiency.
• Negotiated high-value contracts with suppliers, achieving cost savings and optimal service delivery.
• Cultivated strong relationships with stakeholders, including investors and regulatory bodies.
• Recruited and hired staff for organizational vacancies while enforcing consistent policies.
• Monitored staff performance and implemented improvement plans to enhance team capabilities.
• Co-founded the Career Counselling Desk and successfully mentored over 20 employees into various IT roles.

• Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
• Provided first-line support for IT-related queries, swiftly diagnosing and resolving technical issues.
• Utilised a variety of software tools to monitor, analyse, and resolve system faults.
• Promptly responded to and resolved user issues within KPI timeframes.
• Participated in after-hours support rota, providing critical assistance outside of normal working hours.