Deepak Roopchandani

PMP® Certified Project & Program Manager with 12+ years of overall experience, including 8+ years in project/program management, operations, technical services, and client engagement across global accounts. Experienced in end-to-end delivery, stakeholder communication, SLA governance, RAID tracking, risk and escalation management, vendor/client coordination, and cross-functional team leadership. Strong track record in workflow optimization, reporting governance, process improvement, and continuous improvement, with a focus on structured execution, quality delivery, and measurable business outcomes.

Program Manager - ContinuServe (Formally Quatrro Business Support Services) - Gurgaon

(2021-07)

Led end-to-end delivery of enterprise programs across multiple concurrent workstreams for Arrow Electronics Inc.

• Led end-to-end delivery of enterprise programs across multiple concurrent workstreams, coordinating operations, technical, and client-facing teams.
• Owned project planning, scheduling, execution tracking, RAID management, and delivery governance to ensure alignment with scope, timelines, budget, and quality standards.
• Drove stakeholder engagement through status reporting, steering committee updates, QBRs, and structured governance reviews.
• Managed risks, issues, dependencies, escalations, and change requests through defined PMO and escalation frameworks.
• Achieved 95% on-time delivery by proactively managing risks, interdependencies, and stakeholder expectations.
• Improved operational efficiency by 10% through workflow redesign, process optimization, validation controls, and SLA governance.
• Led implementation of an Entitlement Database system, improving reporting accuracy, visibility, and operational control.
• Designed SOPs, standardized workflows, and process frameworks to improve consistency, productivity, and delivery quality.
• Led distributed teams and vendor/client coordination across global accounts, ensuring smooth execution, accountability, and timely resolution of delivery blockers.
• Supported continuous improvement initiatives by identifying process gaps, standardizing controls, and enabling data-driven decision-making through reporting and performance insights.

Assistant Manager - ContinuServe (Formally Quatrro Business Support Services)

(2019-07 - 2021-06)

Led SMB operations for TechData & HPE Solutions, managing a 32-member team.

• Led SMB operations for a 32-member team, ensuring SLA adherence, delivery quality, and consistent client satisfaction across accounts.
• Designed and managed workflow plans, resolving capacity constraints, bottlenecks, and optimizing resource utilization.
• Built operational dashboards including MTD reporting, scheduling trackers, and performance scorecards to enable data-driven decision-making.
• Led weekly and monthly client governance calls, driving transparency, performance reviews, and service improvement initiatives.
• Supported transition programs (including HPE server support pilot), ensuring smooth onboarding, process standardization, and stable delivery setup.

Team Lead/Sr. Solution Engineer - ContinuServe (Formally Quatrro Business Support Services)

(2015-06 - 2019-06)

Led team management and technical delivery for Cisco Smart-Net Solutions.

• Led onboarding, training, and performance management for team members.
• Managed workload distribution and ensured timely resolution of customer requests.
• Coordinated with internal teams to deliver high-quality technical and operational outputs.
• Supported pre-sales and customer engagement through structured communication and solutioning.

Sales Associate - I-Yogi Technical Services

(2014-04 - 2015-02)

• Delivered technical support and troubleshooting for global customers.
• Ensured high first-time resolution rates and customer satisfaction.

B.com - MLB College of Excellence (2012 - 2015)