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Work Background
Hitachi VantaraClient Director
Oct. 2020Singapore
DXC TechnologySenior Service Delivery Manager
Apr. 2017 - Oct. 2020
DXC TechnologySenior Service Delivery Manager
Apr. 2015 - Oct. 2020SingaporeCore Responsibilities • • Managing and leading direct client engagement in APAC region for a financial Services account. Responsible for delivery of all High Value and in scope contracted services across all involved Service Delivery towers ensuring performance goals and account P&L targets and commitments are met. Define Service Level Agreements (SLA’s) in relation to contracted services, ensuring the SLA’s are achieved; Service quality and client expectations are met or exceeded.
• Manage Project activities globally which include Alignment, tracking, planning and allocation of resources to meet service performance and deliverables from project objectives, within allocated budget. Current projects – Tech Refresh, ORR and Application Risk assessment. • Communication to the global Stakeholders regularly on initiatives in terms of project updates and BAU operational activities through weekly and fortnightly Project governace meetings. • Work with different verticals, Business partners and vendors to develop, implement and Lead a customer centric Account service team driving Best in Call Total customer experience.
• Accountable for promotion of customer satisfaction through effective and efficient delivery of services; identification and driving optimization while managing scope, resources, cost of delivery and coordination across geographical locations and different business units • Provide Subject Matter Expert knowledge in IT Service Delivery to include managing and maintaining customer service levels for our projects
• Develop and enhance for incident management plans, communication plans, and deployment and implementation of continuity of operations plans
• Deliver changes (through enhancements, BAU, initiatives) on time, within budget and aligned with appropriate change framework while maintaining quality and stability.
Hewlett-PackardGlobal Service Delivery Manager - FMCG Client of Hewlett-Packard
Sep. 2013 - Oct. 2020SingaporeService Line Assurance, Implementation and Run o Ensuring that all SLAs are met, working to resolve any issues that may impact our delivery metrics
o Ensuring Service Lines have process and procedures that are documented and held in the relevant repositories o Working with regional peers and global service owners to ensure our global and regional services are effectively and efficiently delivered and combine effectively as an end-to-end and complete service to the customer
o Ensuring the Service Lines structure is efficient and has productivity and clear goals.
o Ensure staff are trained both technically and to HP standards and policies
o Day –to-day management direction and strategy
o Ensuring Service Lines interface with supporting functions e.g. procurement, billing, tools
• Escalation Point for client, AE and Geographic Leads for Service Lines
o Primary contact for the global clients for all service line escalations o Responsible for discussing regional projects with the client and the lines of businesses.
• Fiscal responsibility for the Service Lines delivery
o Responsible for working with the global delivery owners and local financial analysts to ensure that the area is accurately forecasted and meeting targets.
o Responsible for minimising and explaining variance to the service line numbers.
o Responsible for initiatives to drive out cost and improve services
• Responsible for the implementation of standards within Service Lines
o Being part of the process to review and approve non-standard requirements
o Working with Client and Lines of Business to promote and assist with using UL standards.
o Running continuous improvement exercises to ensure HP is always improving services
o Ensuring that projects are staffed and run to client requirements
o Ensuring that engaged teams liaises with stakeholders and communicates project statuses appropriately
o A point of escalation for projects that are slipping or failing.
Hewlett-PackardRegional Service Delivery Manager - Multiple Accounts - Hewlett- Packard
Dec. 2008 - Aug. 2013Accounts managed – Convatec, Rolls-Royce & Unilever ( Asia) Responsibilities Definition of Service Level Agreements (SLA’s) in relation to contracted services, ensuring the SLA’s are achieved; Service quality and client expectations are met or exceeded as well as profitable.
Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed. Build and maintain client relationships
Produce management and account performance reports to an agreed schedule or upon request.
Attend client service review meetings covering performance, service improvements, quality and processes
Identify up-sell opportunities and work with sales team to materialize. Financial cost management and drive cost reduction in delivery.
Fidelity InvestmentsService Desk Manager
Mar. 2005 - Dec. 2008 Incident Management – To ensure that my team manages, record & track the incidents throughout their life cycle and provide first line IT support for desktop, security and access related issues
Team Management – Responsible for trainings, resource planning, leave management, team performance and grievance handling procedure. Addressing and resolving day to day operational problems of the team
Customer Management - Preparing Customer Reports, Escalation handling, managing SLA’s and Predefined commitments and Representing Service Desk in support meetings Take complete responsibility for the quality and integrity of Tickets, calls and e-mails handled by Service Desk analysts. Conduct Customer Satisfaction Surveys. Admininstrative tasks -Managing all staff related issues, including staffing levels and shift rota, leave, sickness, absence, etc.
a) Coordinating with the concerned departments on staff related matters like transport, salaries, etc. b) Established a grievance handling procedure. Addressing and resolving day to day operational problems of the team. Team performance - Fostering good and harmonious work relations between team members. Encouraging a professional attitude at the workplace. Monitoring and improving staff productivity levels and work quality. Disseminating all relevant information/updates to the team in a timely and effective manner. Devise, implement and monitor development plans laid down for the team during each appraisal cycle.
Work Migration / Expansion – Successfully transitioned work from UK to India. Active role played in all Service Desk projects and expansion plans.
Microland LtdShift Manager
Nov. 1998 - Mar. 2005Responsibilities : Ensuring 100% Process adherence
Analyze the customer satisfaction ratings & implementing plan for improvement of customer satisfaction
Implement service delivery improvement initiatives with in the program Managing customer escalations, escalating to Programe Manager/ corporate, the un-resolvable issues
Understand changing Business needs & align service delivery to meet the Epicenter Technology’s needs.
Improve Quality of Service through automation and by enhancing Engineer skill levels
Analyze vendor performance & conducting vendor reviews for improved performance. Analyze VOC & Ensure customer satisfaction levels
Asset management.
Ensure smooth day-to-day operations
Have weekly and monthly customer reviews to ensure 100% customer satisfaction.
Preparing Month end dashboards as per the customer’s requirement
Call Analysis, RCA, proactive planning (implemented ROFC)
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