Rohit Goyal

With over 20 years of experience in the IT consulting industry, I stand out with my unique blend of expertise. My focus on driving transformative IT strategies and solutions, coupled with my deep understanding of IT governance, cybersecurity, and program management, ensures that organizations stay ahead of the technological curve and operate securely and efficiently.

• Lead the global strategy for customer support and platform operations at ZONTAL. • Ensure seamless customer experience and operational excellence across support and DevOps functions. • Drive post-deployment success for our digital data platform serving life sciences and regulated industries.

Oversaw digital infrastructure, service delivery, and operational transformation across Europe, Middle East, and Africa. Led multi-disciplinary teams to standardize IT operations, strengthen service reliability, and accelerate cloud adoption (AWS, Azure, GCP). Championed automation and ITIL-based process improvements, introduced global governance models, and enhanced customer experience through proactive service management. Partnered with business and technology leaders to drive modernization and align digital initiatives with enterprise strategy.

Directed IT operations, infrastructure modernization, and regulatory compliance such as BaFin for a fintech company operating under European financial regulations. Established the enterprise IT architecture, implemented ISO 27001 and GDPR-aligned controls, and transitioned legacy systems to a hybrid cloud environment. Introduced ServiceNow-based ITSM practices, improving operational transparency and service quality. Collaborated with executive leadership and regulators to align technology, governance, and compliance with organizational growth goals.

As a key contributor to SAP Hybris (now SAP Customer Experience) at SAP AG, I played a pivotal role in revolutionizing our service offerings. I was tasked with building a Multi-Cloud Solution for on-premise customers. This encompassed establishing robust Major Incident Management and Major Outage response mechanisms for customers globally. My achievements include the seamless integration of the Multi-Cloud Solution, the strategic development of global support teams and the implementation of effective incident and outage management strategies. These efforts significantly enhanced customer satisfaction and positioned SAP Customer Experience as a leader in providing innovative and reliable cloud. Key Achievements: Multi-Cloud Solution Implementation: Global Team Development: Major Incident Management Excellence:

In my pivotal role with one of the "Big V" organizations, I spearheaded initiatives aimed at optimizing internal resources and elevating knowledge area lead qualification for substantial bids across all business areas. A standout project involved pioneering the implementation of Scrum and DevOps methodologies within the organization for the first time. This transformative endeavor marked a significant shift towards enhanced agility, collaboration, and efficiency in project delivery. Through my leadership, the organization successfully embraced Scrum and DevOps, fostering innovation, accelerating project timelines, and maximizing overall operational effectiveness. This experience underscores my commitment to driving organizational excellence through strategic initiatives and technology-driven transformations.

As a dynamic and results-driven Digital Service Delivery Manager at Accenture, my expertise lies in orchestrating E-Commerce operations in the DACH region. With a proven track record, I excel in leading cross-functional teams, optimizing digital service delivery, and fostering business growth through innovative solutions. My adeptness at collaboration with clients and internal stakeholders ensures the achievement of operational excellence and an enhanced overall customer experience.

Led a global IT service transformation program for Allianz Group, aligning infrastructure, service management, and operational models across multiple regions. Established standardized ITIL-based processes, unified service centers, and strengthened enterprise security posture. Partnered with senior leadership to design a long-term modernization roadmap focused on automation, hybrid cloud adoption, and improved service resilience across Europe and APAC.

In my capacity as a Senior Technical Lead at Zernsar Technologies, a subsidiary of RPG Group, I undertook impactful roles that showcased my expertise in project management and IT operations. Transitioning into the role of IT Operations Manager for IT Shared Services, I assumed responsibility for the holistic management of IT operations. My focus encompassed optimising shared services, fostering collaboration, and enhancing the overall efficiency of IT functions. Through these roles, I played a pivotal part in aligning technology with business objectives, driving operational excellence, and contributing to the overarching success of Zernsar Technologies within the RPG Group.

As a seasoned leader, I've been at the forefront of steering organizations towards innovation and efficiency through strategic initiatives. At the helm of leading the roadmap for migration to a services-oriented architecture, I played a central role in defining and implementing transformative changes. My leadership extended to establishing a Services Centre of Excellence (CoE), where I spearheaded key activities such as defining technology standards, creating the services maturity model, developing the life cycle model, architecting reference frameworks, and formulating a robust governance strategy. My strategic vision and hands-on approach were instrumental in driving the successful adoption of a services-oriented architecture. By introducing standardized technologies, maturity models, and governance frameworks, I enabled the organization to operate seamlessly within a services paradigm. This experience underscores my commitment to fostering innovation, driving process excellence, and contributing to the long-term success of the organizations I've had the privilege to lead.