CXOToday has engaged in an exclusive interview with Dr. Sanjay Savla, Chief Services Officer, Pomeroy and Officer of Pomeroy India
Provide an overview of Pomeroy Technologies and the significance of its recent expansion into the Indian market.
Pomeroy Technologies is an industry-leading technology solutions and services provider focused on delivering comprehensive technology and lifecycle solutions, professional and managed services, and technical talent to top companies across all industries. The company has been serving clients for over 40 years, maintaining long-term relationships with many clients, some for over two decades. We have an exceptional client renewal rate and consistently attract new clients. Traditionally, Pomeroy is recognized as a digital workplace services provider, delivering both on-site field services and remote support across various areas. Our expansion into India, officially known as Pomeroy Technologies India Private Limited, is a strategic move to become a truly global entity. To achieve this, we must establish multiple centres of excellence across regions, including the U.S., Europe, and beyond. We believe that Pomeroy-badged employees should deliver services to our clients, rather than outsourcing to other companies. This is the key driver for our decision to enter the Indian market and develop our own centres of excellence.
What specific technologies and projects will Pomeroy India focus on? How do these align with Pomeroy Technologies’ global strategy?
We have established a range of technical services including project management/ coordination, managed network services and service desk, as well as backend support including sales operations and finance, accounts payable/receivables and billing. We are continuously hiring resources in these areas and consistently adding new services through Pomeroy India as we expand our portfolio of offerings.
We continue to explore additional opportunities to shift and add operations to India. At the same time, we recognize the need to maintain a balance. We aim to implement a ‘follow the sun’ engagement model for our clients, operating during local hours in India to serve our clients, as well as working globally during local US hours to meet client needs.
We are also commencing a project to establish a Security Operations Centre (SOC) in Q4 2024 that will include intrusion detection, vulnerability management, and other security capabilities. This SOC will be based in India and supplemented by a team in the U.S., to create a 24/7 operation.
What is the strategic rationale for choosing India as Pomeroy Technologies’ global offshore delivery hub?
I have been working in the industry for about 35 years, with a focus on offshoring for the past 24 years. I am currently Pomeroy’s Chief Services Officer, overseeing operations globally including Pomeroy India. Over the years, I have managed offshoring initiatives in countries such as Australia, South Africa, Spain, Canada, Mexico, Paraguay, and other countries. However, India holds a special place in my experience due to its large and growing talent pool and minimal language barriers.
We have taken a ground-breaking step by establishing a 100% virtual, work-from-home Centre of Excellence in India, without a physical facility. This approach allows us to be highly flexible and efficient. For instance, we recruited 120 employees for Pomeroy India in less than three months from across the country. Our team is located in almost every state in India, which enhances our business continuity plan by ensuring operations continue even if certain regions face challenges like monsoons or power outages.
By not investing in a physical facility, we have eliminated the need for costly data centre equipment, real estate, transportation, and other overheads, allowing us to focus on the growth and development of our employees and the company as a whole.
Can you outline Pomeroy Technologies’ long-term vision for its Indian operations? How does this vision align with the company’s overall global goals?
We are currently in the midst of a three-month process to develop a new portfolio of services that play to our strengths. We are also expanding our capabilities to be more competitive in other sectors, especially workplace digital services. Our expertise in servers, laptops, desktops, and point-of-sale devices, as well as networks, is well-recognized, and we intend to deepen that expertise. Additionally, we are looking to expand our cloud services offerings, connecting devices to the cloud, making it possible to provision, move, migrate, and support applications from the cloud to the devices.
We are actively working on this portfolio, and with the recent addition of Dan Huberty as our Chief Digital and Innovation Officer, we are making significant progress. Our hiring in India will increase to accelerate this transformation. Our India team will be instrumental in identifying the necessary tools and configurations required to support our next-generation portfolio. This initiative will not only involve building and managing the portfolio but will also integrate seamlessly with our global strategy and contribute to the growth of Pomeroy India.
What are the initial plans for workforce size at Pomeroy India?
Our goal is to have a minimum of 200 people on board by the end of the year. We began with just 2 people three months ago, and our growth has been significant. Our target is to double the target number by end of the following year, if not more. This growth will be driven by the expansion of our portfolio and increased sales across our digital workspace and cloud services, all of which offer remote capabilities. I know our presence in India to grow even stronger in 2025.
What are your strategies to attract top talent, and how will Pomeroy India ensure a commitment to diversity and inclusion in its hiring process?
We are proud to share that nearly 50% of our workforce in Pomeroy India is comprised of women. We have team members from almost every state in India, representing a range of generations, from young professionals to those in mid-career. This diversity plays a crucial role in attracting talent. Many of our new hires have joined us from prominent companies like Amazon, Cognizant, HCL, Sutherland, and TCS. The enthusiasm around Pomeroy is palpable, as evidenced by the significant increase in participants during our fortnightly calls with the India team over the past three months, growing from just two participants to hundreds. Our commitment to work-from-home flexibility and accommodating work hours resonates with our diverse workforce.
We are actively building our brand and ensuring that leaders in the US engage with their teams to create an inclusive environment. It has been made clear that Pomeroy India will not operate as a traditional Indian corporation. We are committed to a less hierarchical structure and an open, accessible environment, with a virtual open-door policy encouraging communication at all levels and striving to eliminate barriers. Our goal is for everyone to feel proud to be a part of Pomeroy and to truly enjoy their work experience.
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