Rohit Chauhan
Gurgaon
Summary
- SERVICE DELIVERY MANAGEMENT| OPERATIONS/INCIDENT/ACCOUNT MANAGEMENT
- Result driven professional with over 15 years of diverse cross-functional experience in IT services & Customer Support Operations as Service Delivery Manager in customer facing roles.
- Excellent project leadership skills, directing multiple global projects with cross-disciplinary project teams. Skilled in identifying and prioritizing deliverables, delegating assignments, ensuring individual and team accountability for the on-time, on-budget achievement of all project milestones.
- Strong customer relationship management skills, serving as customer advocate supporting internal and external customers of all backgrounds and cultures. Solid ability to ensure compliance to complex contracts and service level agreements, create and develop RFP’s and communication plans for all projects.
- Proactive, resourceful problem-solver, create plans, processes or tools to facilitate effective issue resolution and collaboration across delivery channels.
Overview
24
24
years of professional experience
1
1
Certification
Work History
SERVICE DELIVERY MANAGER
Everstream
01.2012 - Current
- Responsible for delivering the Data Center services according to hosted client SLAs.
- Functional responsibility for global governance of all Data Center services.
- Received 100% Satisfaction on all Data Center Audits in 2016.
- Contributed to $1.4B in Contract Signings to the Boulder Data Center.
- Contributed to 217K in 2016 to Data Center Energy Savings initiatives.
- Responsible to ensure that all maintenance, security and transformation requirements are handled either in BAU operations, or through established projects.
- Responsible for managing the global risk related to infrastructure and to business growth.
- Act as a sponsor and pre-approval review for all investment cases associated with data center of facilities investment and business cases across their scope.
- Approve and facilitate customer briefing tours and audits to the Data Center Raised Floor areas.
- Execute a people management role towards the different teams that deliver services inside the machine room, either directly or through DOU with the different IBM service lines included.
- Act as the data center focal (SPOC), during a disaster or other emergencies.
- Responsible for organizing the crisis response team, with sufficiently well organized procedures and delegations so to ensure that proper decisions as to how to handle situations in response to alarms, etc.
- Are taken and the proper level of communication is organized between IBM, its FMs and clients.
TRANSITION AND TRANSFORMATION EXECUTIVE PROJECT MANAGER
IBM
01.2003 - 01.2012
- Organize and drive highly complex activities for the implementation of IT environments supporting distribution, retail, industrial and financial sectors.
- Managed complex IT transitions for companies such as Baker Hughes, Inc; Honda Motors; Investors Bank and Trust; The Gap; BestBuy; Hilton Hotels; and MillerCoors.
- Identify and promote process and deliverable improvements surrounding Data Center Migrations for transition and steady state.
- Clarify objectives and deliverables by performing due diligence to ensure the understanding of customer and business objectives.
- As overall Project Manager oversee project execution of 30+ project managers.
- Experience in delivering ITIL V3 Practices.
- Proactively identify and mitigate issues/risk relating to the delivery of IT support.
- Develop project plans using MS Project, develop project charters, and project definition reports for IT support transitions.
- Perform Scope Management: Set deadlines, identify, obtain and track resource commitments and dependencies, drive issues and actions in order to deliver the project scope on time and within budget.
- Perform Financial Management: manage and report to executives monthly the actual transition cost verses proposed budget on all projects, budgets ranging from 170M to 250M in size.
- Extensive conflict and negotiation skills.
- Prepare and communicate status reports to upper management, facilitate weekly status review meetings with system administrators, storage team, facilities team, networking group, and application developers.
- Perform Change Management: Utilize tools such as Peregrine service center and Manage Now to schedule and track project changes.
- Use the Lotus Notes Project Control Book to submit and managing Project Change Request and Request for Service.
- Submit and manage the procurement of hardware and software during transitions.
- Perform Human Resource Management; Recruit, staff and manage Transition and Steady State IT personnel such as Project Managers, Unix and Intel system administrators, Manage Storage Services, and other required IT personnel.
- Assemble project teams and develop service responsibility matrixes.
- Team Lead: Provide assistance to peers; develop and deliver PM transition training packages.
- Tools used include Rational Portfolio Manager, MS Project, Sharepoint.
BUSINESS ANALYST- COMMERCIAL ACCOUNT MANAGEMENT
IBM
01.2002 - 01.2003
- Contributed to reducing customer expenditures while increasing operational efficiencies.
- Provide transition, separation, and steady state business and financial analysis support for IBM commercial accounts.
- Assist Delivery Project Executive in managing account financials.
- Created account codes and claim codes.
TOWER PROJECT MANAGER
IBM
01.2000 - 01.2002
- Provided transition and steady state IT support for IBM Internal accounts.
- Assist Delivery Project Executive in managing IBM Internal account financials ranging for 50M to 175M.
- Assemble project teams and develop service responsibility matrixes.
- Clarified objectives and deliverables by performing due diligence.
- Identify and manage issues and risks relating to the delivery of IT support.
- Develop project plans, project charters, and project definition reports.
- Manage plan execution to ensure on-time and on-budget delivery.
Education
IBM Certified Executive Project Management - Project Management
IBM
2008
MBA - BUSINESS ADMINISTRATION
University of Phoenix
Tempe, AZ06.2005
Project Managment -
PMI
2000
Associate of Science - PROJECT MANAGEMENT
GEORGE WASHINGTON UNIVERSITY
Washington D.C.06.2000
Bachelor of Science - Management Information Systems
COLORADO CHRISTIAN UNIVERSITY
Denver, CO1998
DCS® Data Center Specialist - Design
DC PRO
12.2020
Skills
- Budgets
- Change Management
- Hardware
- Delivery
- Due diligence
- Financial Management
- Functional
- ITIL
- Lotus Notes
- MS Project
- Negotiation
- Networking
- Organizing
- Procurement
- Project Management
- Effective listening and communication
- Well organized
- Client relationships
- Mentoring and training
- Problem resolution
- Process improvement
Affiliations
- Member of Education and Training Team
- Member of ISO 9002 Audit Team which successfully acquired certification for Internal and Commercial Accounts CONTINUED …
Certification
- CUSTOMER SUPPORT REPRESENTATIVE 1996-2000
- IT Customer Support Service Career Certification
- VM/Lotus Notes Support
- SAP/D-FARM Focal Point
Additional Information
- AWARDS , IBM MEANS SERVICE AWARD – 2Q/2012 EQUITY AWARD (STOCK OPTIONS) - 2009 EQUITY AWARD (STOCK OPTIONS) - 2007 BRAVO AWARD - 2006 BRAVO AWARD – 2003 IBM LEADERSHIP EXCELLENCE PROGRAM-2002 SERVICE EXCELLENCE AWARDS - 2Q/2000 AND 1Q/2000 AND 1Q/1999 NIGHT ON THE TOWN AWARD - 1998 SUPERIOR PERFORMANCE AWARD - 1997
Timeline
SERVICE DELIVERY MANAGER
Everstream
01.2012 - Current
TRANSITION AND TRANSFORMATION EXECUTIVE PROJECT MANAGER
IBM
01.2003 - 01.2012
BUSINESS ANALYST- COMMERCIAL ACCOUNT MANAGEMENT
IBM
01.2002 - 01.2003
TOWER PROJECT MANAGER
IBM
01.2000 - 01.2002
IBM Certified Executive Project Management - Project Management
IBM
MBA - BUSINESS ADMINISTRATION
University of Phoenix
Project Managment -
PMI
Associate of Science - PROJECT MANAGEMENT
GEORGE WASHINGTON UNIVERSITY
Bachelor of Science - Management Information Systems
COLORADO CHRISTIAN UNIVERSITY
DCS® Data Center Specialist - Design
DC PRO
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