Ask ServicePower Experts: Ajay Chadha, SVP of Engineering

Ask the ServicePower Experts: Ajay Chadha, SVP of Engineering

In our continuing Q&A series with the senior leaders of ServicePower, we speak with Ajay Chadha, SVP of Engineering, to gain insight on his position leading the engineering team and what it means for ServicePower and our customers.

Talk about your role at ServicePower – what are your responsibilities as the Senior Vice President of Engineering?

Ajay: Perhaps the simplest part to understand is that I lead the Software Engineering team, which includes developers, quality assurance specialists, and DevOps Engineers. I lead a team of high-quality professionals and modern, effective processes to ensure we consistently deliver state-of-the-art SaaS solutions that solve our global customers’ problems and meet our aggressive business-growth plans.

But the role is more complicated than simply that.

Let’s start with the organization itself – the team spans across multiple time zones, so there’s a lot to that in terms of communication and deliverability for our global customers. We’re distributed partly because of costs, but particularly because in today’s competitive world, we need access to talent across time zones.

One location would not be practical. Our software never sleeps, and it’s almost always regular “business hours” for many of our customers somewhere. We have customers whose operations span nine hours across Europe and the west coast of North America – that comes out to 18 out of 24 hours that we need to be available to help our enterprise customers, who rely on us for availability and security of their systems.

The multiple locations and countries have other implications as well. We need to build products that can not only scale but are also secure. And this can be complicated further by data privacy concerns and laws that differ between countries, but that which we need to comply with.

Relationships and the real people that do the real work are critical. While software is a solitary exercise, product development is a team sport. You can’t build high-quality software without input from the team and integration between the team members. Design, development, testing, certification, security – all these need a harmonious team to build anything great. So with the team spread across multiple countries, I need to understand the cultural differences and how to best take all the inputs, press for speed of delivery, but also balance the needs for reliability and repeatability. And then manage expectations across departments and to our customers.

While no two days are exactly alike, the need to think and plan creatively to solve our challenges makes each day exciting. It’s been a great ride to be part of ServicePower’s high-growth story.

As a SaaS company first and foremost, ServicePower knows Ajay’s role is crucial, as he oversees personnel and provides technical leadership and strategy development to ensure ServicePower meets its customers’ needs and maintains its technical leadership in the market.

With ServicePower’s focus on our customers’ success, it’s imperative that Ajay collaborates with not only the product teams, but also customer success, professional services, sales, and marketing to ensure cross-business alignment of goals, strategy, and execution of plans. Ajay’s oversight of hiring, identifying skills needed, and providing growth opportunities for his team helps safeguard long-term success.

Numerous studies have confirmed that companies that value employees are more likely to succeed than those that do not. That’s why Ajay places such a high priority on building and developing a high-performing team that continuously delivers exceptional, high-quality software. And his close tracking of metrics helps guide the company in identifying and solving challenges.

While classified as a technology company, fulfilling ServicePower’s mission of enabling delightful, transparent, and timely field service experiences for our customers starts with our people. And that focus ensures exceptional software delivery.

Looking for more insights? Learn more in the 2023 Gartner® Hype Cycle™ for Customer Service and Support Technologies.