Rohit Tandon
PMP, IT Program Manager, IT Service Delivery
Summary
With a wealth of experience spanning nearly 25 years, I have demonstrated global proficiency in various domains, including IT transitions, service delivery, project / program management, operations, business development, client relationship management, people management, and finance, encompassing profit and loss (P&L). My international journey has led me to work in Saudi Arabia, Oman, Singapore, US & Europe refining and expanding my skills. In client-facing roles, I have consistently showcased proven expertise, excelling in identifying growth opportunities within established business frameworks and skillfully cultivating enduring client relationships.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Group Manager - Customer Success
GAVS Technologies
4 2019 - 12.2023
- In this role, based in Riyadh, Saudi Arabia for a duration of about four years, I took on a proactive role in leading and overseeing IT transition initiatives, ensuring not only client satisfaction but also the delivery of substantial value
- My responsibilities involved managing customer relationships, addressing their needs, and facilitating successful outcomes
- Transition Project Management & Customer Success
- Led the transition of IT infrastructure and end user support from in-house to managed services resulting in considerable improvement in client’s IT spend and end user satisfaction
- Developed and implemented comprehensive transition plans, ensuring minimal disruption to operations
- Collaborated with cross-functional teams to identify and mitigate risks during the transition phase
- Conducted training sessions for employees to facilitate a smooth adoption of new processes and systems
- Spearheaded customer success and delivery initiatives
- Oversaw service delivery to manage profit and loss (P&L) for the Middle East region
- Formulated comprehensive statements of work (SOWs) with regular reviews and updates for clients across the Middle East
- Led and coordinated end-to-end IT projects, ensuring thorough management, maintenance, and support
- Overall responsibility for managing budget and scope in engagements through effective planning
- Represented GAVS in interactions with client leadership and stakeholders to foster strong customer relationship management.
SVP – Program Management
ValeurHR E-Solutions
07.2016 - 03.2019
- As the Senior Vice President of program management, played a key role in overseeing and directing strategic programs within ValeurHR E-Solutions
- My responsibilities included leadership in program development, management, and ensuring the successful execution of initiatives to meet organisational objectives
- Oversaw implementations across the entire customer base, ensuring seamless execution
- Led and managed product and program management initiatives, with a focus on product development on SAP HANA Cloud
- Spearheaded feature enhancement, product implementation, customer support, and digital marketing efforts across client and company locations
- Collaborated with stakeholders to propose product changes and drove implementations for both internal and external clients
- Managed partner relationships to drive product pre-sales and post-sales support
- Assumed overall performance responsibility for managing scope, cost, and schedule across programs, incorporating effective planning, tracking, change control, and risk management.
Sr. Manager - Projects
GAVS Technologies
07.2010 - 07.2016
- Collaborated with GAVS clients across North America, Europe, the Middle East, and Singapore, overseeing their IT infrastructure programs and service delivery
- I managed both onsite and offshore operations in diverse domains such as banking, media & entertainment, information services, healthcare, engineering, manufacturing, and more
- Successfully manage multiple projects concurrently, demonstrating adept multitasking abilities
- Specialise in datacenter consolidation & migration program management
- Execute comprehensive IT infrastructure program and project management
- Oversee end-to-end service delivery for IT infrastructure, ensuring seamless operations
- Take charge of the entire deployment processes with a focus on effective management and execution.
Project Manager
IBM
09.2008 - 06.2010
- Led IT infrastructure projects for North American customers, encompassing migrations, upgrades, server hardware refresh, and datacenter migration
- Responsibilities
- Spearheaded project teams to deliver solutions to customers, aligning with appropriate business measurement terms and conditions outlined in the project charter or agreement
- Maintained overall performance responsibility for managing scope, cost, schedule, and contractual deliverables, employing effective techniques for planning, tracking, change control, and risk management
- Managed all project resources, including subcontractors, and established an efficient communication plan with both the project team and the customer
- Provided day-to-day direction to the project team and delivered regular project status updates to the customer.
Technical Services Manager
RedPrairie Technologies
01.2008 - 08.2008
- Led a team of hosting engineers, including DBAs and IT Infrastructure personnel, to provide L3 support for applications in a high-availability environment
- Responsibilities
- Managed the project for setting up an operations centre in India to provide support and maintenance during US off hours, involving team building, recruitment, and training
- Collaborated with other technical services managers for teams in the US and UK to ensure overall application availability and deployment success
- Oversaw the team providing L3 technical support for day-to-day administration of application hosting environments across datacentres in the US and UK
- Escalated issues involving product limitations by engaging with product development teams
- Worked with technical account managers to coordinate customers' production environment maintenance, upgrades, etc
- Coordinated for the swift resolution of high-visibility tickets raised with Microsoft or other service providers such as ISPs and datacenter vendors
- Generated and presented uptime reports and resource optimization reports to management.
Support Professional
Microsoft R & D India
04.2006 - 01.2008
- Successfully managed high-profile escalations with executive-team visibility
- Led and mentored a team of front-line engineers, addressing technical issues on manageability products such as SMS, MOM 2005, and Operations Manager 2007 for Microsoft's premier customers
- Guided the team in developing prompt solutions to enhance customer experience and satisfaction survey results
- Cultivated a productive work environment through teamwork promotion, effective change management, and clear communication
- Encouraged and identified on-the-job training opportunities for team members' professional development
- Played a key role in the recruitment of skilled candidates for the support team
- Authored advanced solution articles focused on the technology area of expertise, particularly in SMS (Systems Management Server).
Member – Technical Services Group
Quark Media House
07.2003 - 03.2006
- Led a team of support engineers, providing technical guidance for expedited issue resolution
- Managed IT infrastructure, including setup and administration of Windows/Mac servers and workstations, system setup and administration, database administration (MSSQL), and backups administration
- Oversaw service desk operations and led Incident and problem management processes
- Actively participated in change management initiatives
- Projects
- Streamlined the complete IT setup in European offices (Switzerland, France, Germany & UK)
- Established and initiated a service desk, creating a single point of contact (SPOC) for IT-related incidents in Switzerland for all European users
- Contributed as a team member in the domain and mail server migration from Windows NT 4.0/MS Exchange 5.5 to Windows 2003/MS Exchange 2003
- IT infrastructure management and operational streamlining of the service desk for US offices in Denver, Cheyenne (Wyoming), New York, and Home Offices.
Education
Post Graduate Diploma in Planning and Management - Finance & Marketing
Duration: 1996-98
Professional Diploma in Software Technology & Systems Management - undefined
Duration: 1993-95
Bachelor of Commerce - undefined
Duration: 1993-96
Skills
Strategic Planning
Financial Acumen
Operations Management
Performance Improvement
Program Management
Visa
US B1 (valid till Dec 2027)
Certification
PMP, ITIL
Timeline
SVP – Program Management - ValeurHR E-Solutions
07.2016 - 03.2019
Sr. Manager - Projects - GAVS Technologies
07.2010 - 07.2016
Project Manager - IBM
09.2008 - 06.2010
Technical Services Manager - RedPrairie Technologies
01.2008 - 08.2008
Support Professional - Microsoft R & D India
04.2006 - 01.2008
Member – Technical Services Group - Quark Media House
07.2003 - 03.2006
Group Manager - Customer Success - GAVS Technologies
4 2019 - 12.2023
Indian Institute of Planning and Management (IIPM) - Post Graduate Diploma in Planning and Management, Finance & Marketing
National Institute of Information Technology (NIIT) - Professional Diploma in Software Technology & Systems Management,
Delhi University - Bachelor of Commerce,