Organizations in today’s time are challenged not only to adapt to new technologies but also to foster a culture of collaboration and continuous learning among their teams. Successful companies recognize that innovation and operational excellence stem from a holistic approach that integrates people, processes, and technology. One leader who embodies this philosophy is Dillep Singh Tomaar, the President (Middle East), Global Delivery Head, and Country Head (India/Sri Lanka) of ProV International.
With a deep understanding of the unique challenges faced by various sectors, Dillep is committed to guiding organizations toward achieving operational excellence while promoting a collaborative environment
Pioneering Solutions in IT through Industry Expertise
Dillep Singh Tomaar has always had a passion for two distinct paths: the Defence Forces and the dynamic world of IT. Inspired by his elder brother’s decision to join the Defence, he chose to explore a career in IT. Motivated by the thrill of creating new solutions, overcoming challenges, strategizing, and meeting deadlines, Dillep found his niche.
With a specialization in Applied Geology and Mining, Dillep was selected by CMC Limited (now part of TCS) during campus interviews to help establish “Mining as a Vertical.” Recognizing that software for the mining industry needed to be developed by those familiar with its challenges, the company aimed to train top-performing engineers in software technology. This approach not only honed Dillep’s technical skills but also instilled in him the importance of understanding industry-specific needs. His commitment to learning about each vertical he worked in allowed him to develop software that addressed the unique pain points of various sectors, including Manufacturing and BFSI.
Dillep thrived on challenges, earning the nickname “firefighter” for his ability to turn around underperforming programs and accounts. His experiences in remote mining locations, where basic facilities were scarce and communication was limited, shaped his resilience and problem-solving abilities. He embraced the difficulties, ensuring client needs were met, regardless of the circumstances.
Another significant motivator for Dillep is his commitment to strategizing and mentoring others. Influenced by the principles of Karma Yoga from the Bhagavad Gita, he believes in doing the right thing with the right motives. His father instilled in him the importance of hard work and personal integrity, emphasizing that one should only be concerned with doing their best, regardless of the outcome. Dillep takes immense satisfaction in guiding and supporting his team, often finding fulfillment in their success over personal recognition.
Three years ago, Dillep joined ProV, already a seasoned professional. He faced various challenges, including issues in Delivery, HR, Attrition, People Management, and Building the Brand Image. Embracing these hurdles, he worked diligently to implement effective solutions, further demonstrating his unwavering dedication to overcoming challenges and driving success in the IT industry.
Paving the Path to Operational Success
Achieving and sustaining operational excellence in delivery requires a comprehensive, multi-faceted approach that integrates culture, technology, and processes. Dillep emphasizes that a culture of continuous improvement is essential, where every employee actively seeks to enhance performance and reduce waste. Leadership plays a crucial role by instilling a clear vision aligned with core values, fostering an environment that encourages feedback, innovation, and creativity.
To achieve operational excellence, organizations must prioritize process visibility and transparency, enabling real-time data access for better decision-making and facilitating collaborative problem-solving. This transparency not only identifies bottlenecks but also builds trust and enhances brand reputation. Dillep highlights that successful companies leverage big data analytics, adopt lean manufacturing techniques, and exhibit strong leadership commitment to a shared vision, all while maintaining a relentless focus on customer satisfaction.
Leadership is tasked with inspiring action and innovation by clearly communicating goals and aligning teams with the organization’s mission. Six Sigma is identified as a key methodology, providing a data-driven framework for quality management and process improvement through systematic tools like DMAIC. This approach not only reduces defects but also fosters a culture of analytical thinking and continuous improvement.
Dillep differentiates between operational excellence and continuous improvement; the former is a strategic aim to enhance efficiency and effectiveness, while the latter focuses on incremental changes that drive long-term enhancements in quality and productivity. For sustained operational excellence, companies must commit to clear goals, invest in employee development, and thoughtfully integrate technology to enhance human capabilities.
Building Bridges for Collaboration
To foster a collaborative environment, organizations should promote open communication, allowing teams to share insights and challenges, thus driving innovation. Dillep identifies four essential tools for achieving operational excellence: advanced analytics and AI technologies for data-driven decision-making, agile methodologies to embrace change, employee engagement as a critical factor in driving process improvements and superior customer service. Ultimately, achieving and maintaining operational excellence hinges on process efficiency, necessitating both technological investment and a cultural commitment to continuous improvement.
In his previous organization, Dillep played a crucial role in establishing operations in Singapore, Australia & New Zealand, and Africa. As a “hunter,” he focused on evaluating markets, acquiring new clients, and building sustainable revenue streams. His experience began at CMC Ltd as a Systems Executive in the mining sector, where he learned the importance of industry knowledge and effective communication.
Dillep employed various strategies for client acquisition, including understanding the business landscape, building relationships, leveraging business advisors, conducting targeted workshops, and implementing localization and pricing strategies. To grow revenue, he utilized farming strategies such as expanding into other lines of business, securing annuity deals, and focusing on go-to-market strategies with partners.
A notable example of Dillep’s negotiation skills occurred while securing Operator Independent Truck Despatch System Project for CMC . He negotiated terms for a proof of concept (POC) that included fees contingent on project success, ultimately securing favorable pricing and payment terms. By fostering a collaborative atmosphere, Dillep ensured that both parties reached a win-win solution, emphasizing that successful negotiations, respect the needs of both sides.
Balancing Innovation and Practicality
Dillep views innovation as the degree of novelty and creativity in software solutions, while practicality refers to their feasibility and reliability. To evaluate both aspects, he recommends utilizing various methods such as market research, user testing, prototyping, and feedback, which help identify strengths, weaknesses, opportunities, and threats in the software landscape.
He advocates for a dual approach within development teams, where some focus on established techniques for known problems while others pursue innovative solutions for emerging challenges. This strategy allows organizations to manage innovation risks while maintaining a smooth delivery pipeline. Dillep emphasizes the importance of cross-pollination between these teams to ensure that operational insights inform innovation and vice versa.
After assessing innovation and practicality, Dillep believes organizations must find an optimal balance that aligns their software solutions with their goals and user needs. He suggests prioritizing essential features, experimenting with new ideas, and continuously testing and validating solutions with real users. This process involves iterating based on user feedback and collaborating with stakeholders to meet their requirements.
Navigating Stormy Seas
Since 2006, Dillep has served as a Country Head for various regions, bearing complete P&L responsibility. He faced numerous challenging situations, but one particular assignment stands out due to its critical impact on regional performance. Although he cannot disclose specific details due to confidentiality, he recounts a significant contract signed in 2012 between two parties, valued at US$35 million over five years. When Dillep joined the region in 2013, the project was already struggling, with the client unhappy with the services provided. The team size had ballooned from 135 to 235 consultants, and a currency conversion from US dollars to South African rand (ZAR) led to a 50% revenue shortfall due to devaluation.
Upon taking charge, Dillep focused on reducing negative perceptions surrounding the project to boost team morale. He directed the delivery team to realign and stabilize client relations within six months. Dillep then convened a meeting with the technical and procurement teams, along with the bank’s CIO, to propose adjustments that would benefit both parties. He recommended shifting the onsite-offshore ratio from 80:20 to an initial 50:50, ensuring that for every onsite consultant, two would be offshore. Additionally, he secured an agreement to insert a Cost of Living Adjustment (COLA) clause for onsite personnel to mitigate the effects of currency devaluation.
Blueprint for Building Lasting Relationships
Dillep believes that building trusting and lasting relationships with both internal and external stakeholders is essential for successful leadership. He follows several key principles to establish credibility and trust with peers, colleagues, superiors, and stakeholders.
First, he emphasizes the importance of understanding others before seeking to be understood. By actively listening and engaging with people, Dillep fosters open and receptive conversations, which strengthens relationships and helps advance mutual goals.
Dillep advocates for empathy and win-win solutions, encouraging leaders to view situations from others’ perspectives and seek mutually beneficial outcomes. He believes that synergies can be achieved without compromising anyone’s needs.
He sets a strong example as a leader, emphasizing accountability and structure. Dillep understands that gaining respect requires careful management and tracking of risks, decisions, and actions.
Honesty and openness about delivery issues are also crucial to Dillep. He encourages transparency, advising against over-promising and advocating for clear communication, which earns respect and fosters collaboration.
Dillep stresses the importance of being proactive and taking responsibility for actions while maintaining a positive attitude. He believes that a proactive mindset can lead to durable solutions, and a positive demeanor helps create a comfortable atmosphere. He also suggests using humor respectfully to build connections.
A Visionary at the Helm
Dillep, as the President (Middle East), Global Delivery Head, and Country Head (India/Sri Lanka) of ProV International, emphasizes the essential need for aligning IT strategies with business goals in today’s digital landscape. He recognizes that this integration boosts operational efficiency and fosters innovation, transforming IT from a mere support function into a strategic partner that drives company-wide objectives.
Dillep outlines the relationship between IT and business goals, highlighting that a well-defined IT strategy supports operational efficiency through various components such as data management and cybersecurity. He stresses the importance of regularly reviewing and adjusting IT strategies to keep pace with evolving technology trends and business conditions.
To facilitate this alignment, Dillep incorporates strategic planning tools, data analytics, and business intelligence, which provide insights for informed decision-making. He also advocates for continuous communication between IT leaders and business managers to ensure shared objectives and collaborative problem-solving.
Training and development for IT and business teams are key focuses for Dillep, as investing in their skills enhances alignment and adaptability to new technologies. Overall, he is committed to leveraging technology as a fundamental aspect of ProV’s business strategy, ensuring the organization remains agile and competitive in a rapidly changing environment.
Dillep emphasizes the significant impact of ProV’s solutions on client operations, citing a notable example involving a client in the HVAC and plumbing sector with a workforce exceeding 10,000. This client faced several challenges, including inefficiencies, long lead times due to manual scheduling, and ineffective resource utilization.
Pathway to Innovative Workforce Solutions
ProV delivered a tailored workforce management solution that focused on planning, scheduling, and optimization. The implementation was completed within an expedited timeline, resulting in immediate benefits for the client. The speed to market improved, with a 90% increase in jobs completed per day. Additionally, overhead costs were reduced by 25%, and call volume rose by 75%, providing greater visibility into service requests.
Dillep emphasizes ProV International’s commitment to fostering a culture of continuous learning, recognizing it as essential for staying ahead in the rapidly evolving tech industry. The company actively encourages consultants to upskill through online courses and certifications, investing significantly in platforms like Coursera, Udemy, and LinkedIn Learning.
ProV also prioritizes participation in workshops and conferences, facilitating knowledge exchange and keeping professionals informed about emerging best practices. The company values peer interactions through technology forums and online communities, recognizing these as vital for gaining insights into current trends and challenges.
Innovation is cultivated through collaboration, with ProV focusing on cross-industry partnerships and open innovation platforms that inspire creativity and provide a space for testing new technologies. The company adopts agile methodologies and flexible working models, enabling rapid adaptation to market demands.
Furthermore, ProV emphasizes the importance of cybersecurity and ethical considerations, investing in ongoing cybersecurity training for team members to protect sensitive data and promoting responsible technology use. By embracing continuous learning, collaboration, agility, and ethical practices, ProV aims to deliver cutting-edge solutions to its clients in an ever-changing technological landscape.
Dillep emphasizes the crucial role of human collaboration in achieving success, both historically and in modern business environments. He advocates for creating a work culture that fosters collaboration, which empowers employees to innovate, enhances productivity, and improves client experiences and employee retention. By fostering a creative atmosphere through tools, rewards, and open spaces, including all employees in decision-making, and leveraging individual strengths, he believes organizations can build trust and camaraderie among team members. Dillep cites the UX design teams’ collaborative process as an example, highlighting the importance of cross-functional collaboration in navigating complex projects and responding flexibly to external changes. Ultimately, he asserts that good collaboration hinges on open communication, mutual respect, and a shared understanding of goals, creating an environment where diverse perspectives are valued and employees feel empowered to contribute.
The Roadmap to Impact
Dillep offers valuable advice to aspiring leaders in the IT consulting industry who aim to make a significant impact. He emphasizes that success is not solely reliant on having a solid business plan and great concepts; rather, it is 80% psychology, mentality, and determination, with only 20% attributed to mechanics. He stresses the importance of cultivating the right mindset to overcome personal limitations, noting that many people are not naturally equipped for the challenges of entrepreneurship. Just as one cannot just sign up for marathon without first training for it and building stamina and becoming fit , potential entrepreneurs need to develop emotional and psychological fitness to avoid hindering their business’s success.
Dillep also highlights the importance of setting and achieving small incremental goals, as realistic milestones are crucial for long-term success. He encourages individuals to be proactive in business development, advocating for activities such as proposal writing, article publishing, and conference presentations, as proficiency in these areas is essential for advancement in any consulting or service firm.
Furthermore, he identifies three key attributes that entrepreneurs should focus on: adopting a growth mindset to facilitate adaptation to new technologies, collaborating effectively to access new ideas and insights, and committing to continuous learning to remain aware of industry trends and opportunities. By embracing these principles, aspiring leaders can position themselves for success in the ever-evolving IT consulting landscape.