Arjun Rohilla
Project Management & Service Delivery professional with 7.5 years of experience in gathering project requirements, driving continual service improvement initiatives, ensuring timely delivery, and client interactions.
- Role
- Service Level Coordinator at Anovia Inc.
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Arjun Rohilla
Project Management & Service Delivery professional with 7.5 years of experience in gathering project requirements, driving continual service improvement initiatives, ensuring timely delivery, and managing client interactions & stakeholders’ engagement. Well-versed with Agile and Waterfall methodologies, skilled in coordinating cross-functional teams, preparing project reports, and aligning IT operations with business goals across banking, financial services operations (FSO), energy, travel, and aviation sectors. Proven expertise in Problem, Incident, and Change Management within ITIL/ITSM frameworks, with a strong record of minimizing business disruption and improving SLA performance. Proficient in ITSM tools such as ServiceNow and BMC Helpmate, with excellent communication and presentation skills demonstrated through executive reporting, compliance monitoring, and client business reviews.
Experience
Service Level Coordinator
Oct 2025 — Present · Bengaluru, IN
Managed high-severity incidents and escalations and ensuring stability of mission-critical business services.• Ensured compliance and governance for high-severity incidents by maintaining transparency and audit-ready documentation for regulatory reviews.• Partnered with stakeholders to establish KPIs and deliver cross-functional service improvement projects that aligned with business objectives, achieved performance targets, and met delivery timelines.• Oversaw SLA, OLA, CSAT, and DSAT performance, taking proactive actions to mitigate risks and avoid potential SLA breaches.• Drove Continual Service Improvement (CSI) initiatives by analyzing systemic service gaps and executing targeted improvements to enhance service performance.• Managed major incident bridge calls and maintained problem records to ensure effective incident resolution and root-cause tracking.• Delivered weekly executive-level service performance reviews and presentations to client leadership, providing insights and recommendations.• Maintained strong client relationships through regular service reviews, addressing IT support gaps and collaborating on service optimization strategies.
Education
Institute of Management Technology, Ghaziabad
Postgraduate Degree, Operations Management and Supervision
Sapience senior secondary school
Intermediate, Science
2013 — 2014
Uttaranchal University
Bachelor of Technology - BTech, Electrical Engineering
Sapience senior secondary school
High school
2011 — 2012
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