In this interview, Vinod Pahlawat, Chief Growth Officer at CMS IT Services, discusses the strategies driving the Bangalore-based technology company’s growth. Known for its expertise in managed services and system integration, CMS IT Services delivers comprehensive solutions across data center management, cloud, cybersecurity, and application services. By leveraging cutting-edge technologies like AI, automation, and bots, the company offers cost-effective, innovative IT solutions. Mr. Pahlawat shares insights on navigating the rapidly evolving tech landscape, future growth areas, and fostering a customer-centric approach to stay ahead in the industry.
Having steered CMS IT Services towards growth over the past year and with over three decades of experience, could you reveal the business strategies that have been crucial for maintaining growth amidst the swiftly shifting technology environment? How would you describe your leadership style and its impact on achieving CMS IT Services goals?
In the dynamic technology field, our growth is fuelled by key strategies centred around customer-centric solutions, extensive market reach, cost-effectiveness, and strategic partnerships. Understanding and addressing our customers’ unique challenges across various Industry verticals, enables us to offer innovative and “just-right” solutions that do not strain our client pockets.
With an exhaustive direct presence in almost 95% of districts in India, we can effectively serve a diverse client base, providing services that meet global standards without the prohibitive costs typically associated with them. Our strategic Partner ecosystem with right set of OEMs and service organizations enhances our offerings and helps us in providing customized solutions. Investing in our team’s continuous development ensures we stay ahead in a competitive landscape.
Leading with collaboration and transparency, with focus on building a cohesive team, sharp vision, remaining closer to customer and open communication is my leadership style. Aligning the team with our mission and always being there for team’s career growth is key to driving our success.
Looking forward, what is your vision for the future of CMS IT Services? Are there specific areas or technologies you believe will be key to driving the next phase of growth for the company, and how do you plan to align the organization’s strategy to capitalize on these opportunities?
As CMS IT Services looks to the future, we aim to continue leading in Managed IT Services and system integration, focusing on delivering innovative and valuable solutions. Key areas for our growth include Cybersecurity, Cloud Services, Automation/AI, Digital Transformation, and doing solutions sales with various OEM products. We see substantial opportunities in using AI and RPA to enhance process efficiency and reduce costs for our clients. Our commitment to cloud services is driven by the increasing need for scalable and flexible IT solutions.
Cybersecurity is more critical than ever, and our Defensible Cybersecurity Strategy and Security Operations Centre (SOC) provides reliable data protection and threat management. We are dedicated to assisting businesses in modernizing their IT frameworks, incorporating new digital technologies, and utilizing data-driven strategies.
Our expertise in system integration enables us to offer cohesive solutions to our clients’ changing needs. We are investing in our employees, strengthening partnerships & alliances, and remaining client-focused to leverage these opportunities effectively. We are confident that these efforts will allow us to keep innovating and supporting our clients’ success.
What methods do you use to create a cohesive team at CMS IT Services, and how crucial is team strength to success?
Our approach to building a cohesive team centres around strategic recruitment, setting clear objectives, and continuous development. We prioritize bringing on board individuals who resonate with our company’s vision and equip them with a clear roadmap to align their efforts towards shared goals. By investing in the development of our team through upskilling programs and facilitating internal mobility, we nurture a powerful sense of unity and commitment. Furthermore, our emphasis on strong governance practices and nurturing an environment of open communication plays a vital role in maintaining alignment and addressing potential issues proactively. This commitment to team development and collaboration is essential for delivering high-quality services and remaining agile.
What strategies do you employ to ensure customer satisfaction and loyalty?
Our primary focus is ensuring customer satisfaction and building lasting relationships. We achieve this through strong governance and regular MBR/QBR at CXO levels, where we engage closely with our clients to understand their evolving needs and areas for further improvements. This allows us to stay aligned with their goals and deliver solutions that truly make a difference for our clients.
Our commitment to high-quality service delivery is unwavering. We continuously upgrade our offerings to meet next-generation standards, ensuring that clients benefit from cutting-edge technologies that add value to their operations. Customer CSAT Surveys/feedback mechanisms are at the core of our service improvement efforts, and our team’s growth is directly tied to the satisfaction we bring to our clients. This motivates our employees to consistently deliver exceptional results.
How do you ensure that CMS IT Services remains at the forefront of technological advancements?
Staying ahead of technological advancements is a core part of our strategy, we take a deliberate and forward-thinking approach to ensure that we’re always delivering cutting-edge solutions to our clients. We actively keep an eye on emerging technologies and industry trends. Continuous engagements by participating/sponsoring key events & conferences and collaborating with our technology partners/OEMs helps us identify innovations that have the potential to enhance our services and bring greater value to our clients.
We place significant emphasis on upskilling our employees by encouraging to nominate themselves for technology that excites them and become part of CoE Academy. By investing into their training and development, we empower our team to fully leverage modern technologies, keeping us both innovative and competitive in the market. Moreover, our L4 TSG team plays a pivotal role in maintaining agility & high uptime standards in any unlikely crisis situations.
What’s your approach to maintaining a balance between work responsibilities and personal life, and why is balance significant?
Balancing work and personal life at CMS IT Services is about creating an environment where people don’t feel like they must choose between their career and their well-being. The company understands that when employees feel supported in both areas, they’re not only more productive but also more satisfied.
It’s not just about offering flexible schedules or talking about work-life balance, it’s about creating a culture where people feel genuinely cared for. CMS IT genuinely invests into & empowers its employees to make them grow in their careers while still having time for family, hobbies, and personal health.
This balance is essential because, at the end of the day, it’s not just about hitting business goals, it’s about sustaining the people who help the company achieve them. When employees have a healthy work-life balance, they bring more energy, creativity, and focus to their work, which ultimately benefits the entire organization.
I strongly believe in – “if you keep your people happy, they will in turn keep your clients happy.”
With your experience across IT, ITES, and telecom sectors, what emerging trends do you foresee shaping the future of managed services, and how is CMS IT Services preparing for them?
We closely follow the key trends shaping the future of managed services and are proactively preparing for them. Automation and AI are transforming the industry, and we’ve already integrated AI tools and Robotic Process Automation (RPA) into our offerings to enhance efficiency and deliver more advanced solutions. Cybersecurity remains at the forefront of our priorities, with our Cybersecurity Command Centre (SOC) ensuring rapid threat detection and response. We also prioritize employee training to stay ahead of evolving threats, ensuring strong defences are always in place.
As businesses increasingly shift to cloud solutions, we’re expanding our cloud offerings to provide scalable and flexible infrastructures to suit client needs. Partnerships with top cloud providers allow us to deliver cost-effective solutions built for growth. In addition, we’re refining our data analytics capabilities to help businesses turn insights into action. With the rise of remote work, our 24/7 workplace management solutions ensure employees remain productive, wherever they are. At CMS IT Services, we are not just responding to these trends but leading the way in shaping the future of managed services.
