Darwin Martillano

Head of Operations @Knose

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Accomplished IT Leader with a wealth of experience in both software management and general business operations. Leveraging extensive leadership expertise, I have successfully collaborated with cross-functional and global teams to ensure the seamless integration of objectives. With a solid foundation in migrations and service delivery, I bring over ten years of diverse experience from renowned organizations such as IBM, Ivoclar, Knose Pet Insurance, Freelance ITSM / Business Development executive and RS2 Smart Processing. My technical acumen includes a deep understanding of CRMs, legacy migrations, and a proficiency in a wide array of tools and platforms including JIRA, Salesforce, ServiceNow, Zendesk, Microsoft 365, SAP, SQL, Python, Watson AI, AI chat, UI Path, Automation Anywhere, and MS Power PPM. Throughout my career, I have consistently demonstrated a track record of leading, training, and achieving delivery targets, highlighted by my leadership of teams ranging from small to large, reporting directly to key stakeholders such as the Global COO. As a passionate leader, I am committed to nurturing the growth and development of my team members, empowering them to progress in their careers and emerge as future leaders in their own right. With excellent communication and relationship-building skills, coupled with boundless energy and enthusiasm, I am poised to tackle new challenges and drive organizational success. I am eager to contribute my expertise to a dynamic and forward-thinking environment where innovation and collaboration thrive.

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Work Background

Knose Pet InsuranceHead of Information Technology Operations

Mar. 2024 - May. 2024AustraliaFocus on ensuring that the day-to-day IT services are running smoothly and efficiently while driving continuous improvement through technology projects and innovations. IT Operations and Production Management: Direct the operations of IT systems, and infrastructure to ensure high availability and performance. Lead the IT Operations Center, managing day-to-day production issues, minimizing downtime, and ensuring swift resolution of incidents. Implement best practices for IT service management (ITSM), including change management, incident management, and problem management processes. Project Management and Execution: Plan and execute IT projects, aligning with business needs and delivering within agreed timeframes and budgets. Employ project management methodologies to ensure seamless execution and delivery of IT services and integration projects. Coordinate with internal and external stakeholders to ensure successful project outcomes. Software Development Oversight: Oversee the software development lifecycle, ensuring that development projects are aligned with operational requirements and best practices. Collaborate with the software development team to establish and maintain a reliable, secure, and efficient operational environment. Drive the adoption of DevOps practices to improve collaboration between operations and development teams. Strategic IT Planning: Develop and maintain a strategic IT operations plan that supports organizational goals. Forecast future IT needs, including hardware, software, and personnel resources. Evaluation and implementation of new technologies and systems to improve IT operations. Security and Compliance: Ensure the integrity and security of the IT infrastructure in line with industry standards and compliance requirements. Conduct regular security assessments and audits to proactively identify and mitigate risks. Develop and maintain comprehensive disaster recovery and business continuity plans.

RS2 Regional Head Of Operations APAC

Jul. 2022 - Mar. 2024MaltaDesigns and defines processes across functions (APAC & Malta, EU) - client onboarding, client integration, client relationships, regulatory compliance, while keeping overall business objectives in mind. Focus on maintaining and ensuring the highest possible operational controls and standards, while also being a hands-on pragmatic leader and recognizing that the objectives of the role need to be balanced with those of business efficiency. Leading the Operations team and making sure that the team members reach the company goals and objectives. Responsible for leading the Operations team and full operations function of the company which includes: • Projects Delivery • Customer Service/Support • Ongoing BAU • Client Relationship • Chargebacks/Fraud • Technical Operations • Dispute Management • Quality Management

Ivoclar Vivadent Inc.Regional Head of Information Technology Service Delivery APAC

May. 2021 - Jul. 2022Schaan, Liechtenstein• Responsible for Service Delivery team and related resources with in Ivoclar Vivadent Inc., Manila. • Actively recruits, develops and leads (project) team and team members with global focus, across teams and multiple concurrent projects, to achieve maximum effectiveness at lowest cost. • Responsible for defined IT related projects within Ivoclar Vivadent Inc. Manila or on a global base, varying size, technical and organizational complexity, functional and geographic scope. • Coordinates and manages, local and global resources and projects by developing project plans including milestone deliverables and resource requirements to achieve agreed objectives within budgetary constraints and corporate project portfolio standards. • Recruit and prepares/trains team and project resources and develops contingencies and alternates. • Aligns and manages deliverables with service level agreements to insure quality targets are met with in the approved methodology. • Prepares status reports, updates documentation and briefs management in other related teams. • Responsible for functional acceptance test of all defined business cases. • Partners with other cross-functional teams, global IT teams departments heads and project managers to insure integrated objectives are met in a timely and cost effective manner. • Responsible for ePPc System problems in coordination with global ePPC team. • Responsible for the technical and human resources management of his organizational unit or scope of responsibility. • Pro-active interaction with vendors, suppliers and consultants to negotiate and develop IT frameworks and contracts for Ivoclar Vivadent Inc., Manila under the guidance of the Corporate Information Technology Department. • Implementation and compliance with the regulations and standards of safety, company handbook, ISO and MDSAP. • Identifying and acting on opportunities to improve service quality. • High focus on customer service and user satisfaction

IBMGlobal Service Delivery Manager

Nov. 2015 - May. 2021Philippines • To ensure that IT Service Desk support and Training are delivered to the highest possible standard across all regions, as measured by excellent satisfaction levels across the business stakeholders, and to act as the senior escalation point for IT support issues • To ensure that the global Service Delivery team and the constituent team members continue to improve in order to meet Withers' evolving support requirements and to support team members' personal development and career satisfaction through recruitment, organization, training, coaching and appraisals • To own the ITSM processes, monitor their effectiveness, and proactively identify opportunities for improving both IT and business performance, as part of the design and delivery of a strategic roadmap of innovative processes, standards and technologies • To deliver qualitative and quantitative metrics of performance which will help with IT issue identification, policy and decision making, and guide investment in service improvement • To be responsible for all service-related business communications • To identify and proactively manage Major Incidents and work with global support teams to quickly and efficiently deliver a resolution, minimize impact, and ensure the speedy resumption of business operations and security of the business assets • To gather formal and informal customer feedback via stakeholder meetings and forums in order to ensure that all support issues and ideas are identified and addressed, and then engage with the global IT team to identify, plan and deliver solutions • To lead and oversee the implementation of user-facing IT projects delivering new and enhanced services across all offices • To continually maintain and expand a strong working knowledge of currently-used and future technologies to provide technically accurate solutions to end-users and to increase IT’s value • To define and manage the IT support and training budget.

IBMBusiness Operations Manager/Compliance/PMO

Mar. 2014 - Nov. 2015Philippines- Represent and help all IBM Service Desk accounts in preparation for account and corporate audits. - Ensure proper documentation and correct storage of all documents in RISK tool. - Establish and run Governance for Compliance and Audit readiness at all times. - Check for BCP documents from all IBM Service Desk account Asia Pacific and make sure they are correct and up to date - Ensure all artefacts are up to date and have all mandatory approvals. - In charge of coordinating audit requirements between the IBM Compliance and Delivery teams. - Cascade lessons learned from audits and review. - Ensures efficient and timely rendering of service based on agreed SLA and meets performance metrics and commitments to customers. - Motivates the team and maintains high staff morale. - Conducts performance review of his team members. Participates in hiring, promotions and disciplinary actions/. - Participates in budget planning, operational and capital expenditures allocation and forecasting and review. - Exhibiting confidence in understanding and addressing issues or concerns of the users, otherwise, gathers necessary information and elevates to proper channel accordingly. - Leads an effective team interaction adhering to the values of the company and meeting the objectives. - Identifies team’s training needs and ensures that proper trainings are provided. - Expands knowledge on business process and IT related information. - Keeps abreast of current technology, systems information, problems, changes and updates relevant to the team.

Sutherland Global ServicesSenior team leader / Sales coach

Sep. 2012 - Oct. 2013Philippines, Manila• Making sure that the team meet the goals set by Management. • Mentoring and coaching those agents who has a low performance. • Conducting focus session, side-by-side coaching to agents who needs it.

FirstsourceRetention Manager

Jan. 2011 - Sep. 2012Philippines, Manila Manage daily staffing and workflow and ensure adherence to department quantity and quality standards. • Proactively identify service delivery failures and escalate issue/impact to appropriate business owners Meet regularly with individual team members • Coach associates or agents to meet and exceed their metrics and sales goals. • Utilize reporting and direct observation to keep them abreast of their performance towards those goals. • Provide performance analysis to implement action plan strategies to improve overall performance. • Be a resource for policy, procedure, and human resources questions/issues. • Day to day decisions is generally made without seeking higher authority. • Intensive interaction with subordinates through coaching and mentoring. Has an impact on the success of the functional area.

TeleTechAssistant Team leader

Nov. 2008 - Dec. 2010Philippines, Santa RosaResponsible for their own portfolio of work. • Assists the TL in reviewing work done by other members of the team. • Assists the TL in conducting technical trainings related to their expertise/specialization. • Assists the TL in being responsible for the team’s process workflow and improvement initiatives and productivity. • Assists the TL in assigning jobs within specified job area/team. Assists in ensuring work is finished properly and on time. • Assists the TL in monitoring assignments and projects. • Assists the TL in documenting procedures for the assigned offices. • Performs other duties as may be assigned by the Team Leader/Supervisor/ Manager/Director.