Re-accelerate. Reinvent. Reboot | Executive Mentor | Tech COO, VP & PMO Head

I’ve spent most of my career inside companies when things were hard.
 
Scaling. Restructuring. Turning around operations under pressure. Managing growth across cultures, time zones, and incomplete information.

I’ve been a CEO, COO, President, and Global VP, leading teams across North America, Europe, Asia, and Africa. I’ve carried the responsibility of $1B contracts and P&Ls up to $115M, and led major transformation programs impacting more than 6,000 people. Most recently, I ran an AI data company with 1,000+ people across Madagascar and Mauritius.
 
𝗪𝗵𝗮𝘁 𝗜’𝗺 𝗴𝗼𝗼𝗱 𝗮𝘁 𝗶𝘀 𝘁𝗵𝗲 𝘂𝗻𝗴𝗹𝗮𝗺𝗼𝗿𝗼𝘂𝘀 𝗺𝗶𝗱𝗱𝗹𝗲. 
When ambition runs ahead of structure.  When strategy exists, but execution doesn’t stick.  When the playbook is missing, and decisions still need to be made.
 
𝗛𝗼𝘄 𝗜 𝘄𝗼𝗿𝗸 𝘁𝗼𝗱𝗮𝘆: 
I partner with a small number of founders, CEOs, and boards, often in AI and Global South contexts- to bring clarity, discipline, and momentum when complexity creeps in. 

• 𝗙𝗿𝗮𝗰𝘁𝗶𝗼𝗻𝗮𝗹 𝗖𝗢𝗢 𝗼𝗿 𝗣𝗿𝗲𝘀𝗶𝗱𝗲𝗻𝘁: For companies in active transition.
• 𝗔𝗱𝘃𝗶𝘀𝗼𝗿/𝗧𝗵𝗼𝘂𝗴𝗵𝘁 𝗣𝗮𝗿𝘁𝗻𝗲𝗿: For high-stakes decision-making and scale.
• 𝗠𝗲𝗻𝘁𝗼𝗿: For Global South executives navigating Western capital markets.

I also write about AI, power, and leadership - specifically how emerging markets can scale without simply inheriting Northern tech assumptions. Most of that thinking lives here: 📬 https://ericraza.substack.com/

Born in Madagascar. Global Citizen. Fluent in French and English. Based in Montreal, and wherever the work requires.

𝗜𝗳 𝘆𝗼𝘂’𝗿𝗲 𝗻𝗮𝘃𝗶𝗴𝗮𝘁𝗶𝗻𝗴 𝗴𝗿𝗼𝘄𝘁𝗵, 𝘁𝗿𝗮𝗻𝘀𝗶𝘁𝗶𝗼𝗻, 𝗼𝗿 𝗮 𝗺𝗼𝗺𝗲𝗻𝘁 𝘄𝗵𝗲𝗿𝗲 𝘁𝗵𝗶𝗻𝗴𝘀 𝗻𝗼 𝗹𝗼𝗻𝗴𝗲𝗿 𝗳𝗶𝘁 𝗻𝗲𝗮𝘁𝗹𝘆, 𝘄𝗲’𝗹𝗹 𝗽𝗿𝗼𝗯𝗮𝗯𝗹𝘆 𝗵𝗮𝘃𝗲 𝗮 𝗴𝗼𝗼𝗱 𝗰𝗼𝗻𝘃𝗲𝗿𝘀𝗮𝘁𝗶𝗼𝗻.

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🌍 🇲🇬 🇫🇷 🇨🇦 🇺🇸

Eric Raza

Synamedia

Throughout my tenure, my responsibility has been to lead entire performance management and competence development for entire VN services team handling products in Video Processing, Distribution and Delivery. 

Further, my emphasis has always been on getting resources competent and taking up next generation based solution-oriented skills. Help team perform with excellence each day and get best customer satisfaction results.

Meanwhile, I create process for handling group of 170 people with a P&L of MM$. Transform the entire competence from Hardware to software centric, cloud competence and move the skills adhering to SaaS model.
Moreover, I was a part of streamlining the time reporting mechanism and adherence to COGS/OPEX model. Increased the efficiency of utilization by 10% in last one year.

Global Services Operations

Diebold Nixdorf

While working with DIEBOLDNIXDORF, my accountabilities were to entire migration projects following latest cloud guidelines and cloud based infra setup.

Successfully got migrations from Open shift to Azure based environment for their critical products in the Banking domain and finished all the migration on or before end of 2021. Migrated more than 50 customers mostly in US and 10+ in Europe. Migrated databases from PostGres 9.X to 10.X.

Senior Program Manager Global Software Product Development

MediaKind

As a Operations Head, roles required me to spearhead entire customers base in India and South East Asia across customer facing operations, service delivery and support management. Supported account teams with identifying new customers, developing new services business opportunities and the retention of Mediakind’s existing customer base.

Besides, I headed a multi-disciplined team located across India and South East Asia. Honed measurable impact within the first 12 months – Secured end-to-end managed service contracts with tier 1 DTH customers in India, having a combined net sales value of $MM per annum; and managed service contracts with tier 1 DTH customers in Singapore, having a combined net sales value of $MM per annum. 
Furthermore, my focus was on growing end-to-end services contract revenue through development of channel partners services sales in South East Asia, India and SAARC countries, having a combined net sales value of $MM per annum. In addition, I defined the Regional Strategy for hitting services margin targets, exceeding expectations by 14%.

Head Of Operations

Ericsson

As a leader of a delivery organisation for all Project, Support and Managed Services fulfilment towards Ericsson Media Solutions customers, I developed a customer first culture, while balancing the needs of the overall business. Ensured excellent customer experience for all Ericsson Media service contracts.

Throughout, I enriched performance of around $MM per annum for a combined Service Media portfolio, attained 40% gross margin. Developed and maintained high performing multi-disciplined customer success teams consisting of Service Delivery Managers, Solution Architects, Support engineers, Project and Programme Managers. Dimensioned organisational resource requirement needs utilising Offshore teams stationed at multi-Locations and utilizing third party Approved Service Providers for smaller engagements.

Over my tenure, roles required me to deliver outstanding results through performance management:
 	Directed delivery, defined operational KPIs and improved SLA performance e.g. 11% improvement on first time fix rate by implementing new product introduction training initiatives
 	Increased financial performance of all services and support contracts, exceeded profitability KPIs by 20% through cost control initiatives i.e. implementation of remote diagnostics solutions, improving fix times and reducing site visit requirements

In addition, I was also involved in customer, sales and stakeholder management through strategy development, escalation management, and performance reporting

 Media Services -delivery head

Taking care of Citibank Payment gateway Managed Service of more than 30 applications with team size of 60 +  .

Offshore Delivery manager

R Systems

Taking care of Entire SDC of customer NSN there direct customers handling customers in Europe , USA  running there Offshore delivery center from India . Total team size grown for 10 in 2005 to 140 + in 2012 .

Technical Account Manager

Telcordia Technologies

working with interconnection group taking care of wireless and wireline projects

release lead

•	Global Services Organization Leader, with a progressive history of delivering a services portfolio with an annual revenue greater than $50M, towards customer solutions ranging from on-premises platforms through to managed service cloud-based deployments
•	Recorded success in building and leading high-performing results-driven organizations
•	Charismatic People Leader & A Role Model with competency in the development of employee competence and engagement through mentoring and coaching
•	Hallmark career dotted with impactful roles in sustaining and improving customer satisfaction through transformation and continuous improvement initiatives
•	Efficacious in developing new services and support opportunities globally, achieving services new and add-on sales targets
•	Delivered strong business outcomes and achieved consistent success in leading large-scale & complex programs right from scoping to successful delivery with high customer satisfaction; skills in presenting changes, issues, risks, and contingency plans to balance project resources, schedules, cost, and scope
•	Demonstrating customer-obsession with a growth mind-set - Work closely with the senior management, to formulate a vision and strategic plan, devise innovative strategies to business problems, and deliver critical projects, thereby strengthening organizational capabilities and driving growth
•	Excellent analytical, conceptual thinking, strategic planning, and execution skills to drive organizational change

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The Battle

Eric Raza

Sachin Uppal

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