How GCCs Are Reshaping Enterprise AI

Q1. Could you start by giving us a brief overview of your professional background, particularly focusing on your expertise in the industry?

I have 18.9 years of professional experience, with over 12 years dedicated specifically to Program Management and IT service delivery transformation. My core expertise lies in standing up and scaling Global Capability Centers (GCCs), leading enterprise IT programs, and driving large-scale ITSM implementations. Over my career, particularly in my roles at organizations like Experian and Novartis, I have managed the end-to-end migration of thousands of applications, navigated complex stakeholder ecosystems across global geographies, and implemented automation frameworks to deliver highly measurable cost and efficiency outcomes.

Q2. What factors are driving the increasing expansion of product, engineering, and transformation capabilities within GCCs?

From my experience directing the end-to-end buildout of a critical IT delivery hub from scratch, the primary factor is the shift from pure cost arbitrage to strategic value creation and ownership. GCCs are no longer viewed simply as back-office support; they are now primary innovation engines. The availability of deep technical talent allows global enterprises to seamlessly scale up across multiple service towers—as I witnessed when supporting a 500+ headcount scale-up. This enables organizations to centralize their…