Service Delivery Manager at Global Blue Payments, spearheading the Service Management Strategy across Asia Pacific. Responsible for managing and fostering customer relationships to guarantee exceptional service deliveryResponsible for ITSM Transformation emphasizing improvements in processes, tools, and best practices within the ITIL Framework. 🔹Strategic Planning: Formulate and execute a strategy aimed at promoting the adoption of service management and operational best practices tailored to meet client requirements.🔹IT Service Delivery: Oversee IT services to guarantee their effective delivery, management, and improvement following the needs of both the company and clients. Promote and highlight the benefits of incident, problem, change, request, problem management, and other IT service management processes.🔹ITSM Management: Develop and implement a strategy and roadmap for organizational excellence in applying ITSM services, procedures, and tools. 🔹Best Practices: Transform the support model by implementing best practices in service management and overall operations service delivery.🔹Continual Service Improvement: Lead ongoing enhancements within service delivery management and cultivate a culture oriented toward solutions for all service delivery requests.🔹Risk Management: Identify and reduce risks within the environment.🔹Reporting: Report the service performance per internal and external requirements.🔹Liaison & Coordination: Work with service desk and field support staff to enhance customer service. Collaborate with business units to ensure deal and delivery assurance.🔹Team Collaboration: Work with support staff in case of a failure while ensuring prompt troubleshooting and instant solutions. Function as the primary liaison between the Project, Development, Infrastructure, and Operations Team for new business or logo initiatives.

Primarily responsible for Developing, Implementing and Operating Managed IT Services. Driving Managed Services and Out-tasking teams to deliver Business Applications, Infrastructure, and Network Solutions within the program scope.Accountable for Revenue and Operation Income Target. Managing Relationship within clients and Introduction of Continuous Improvement Plan. Work closely with internal Sales, Product Management for new projects.

Demonstrated success in managing Asia Pacific IT Operation. Managing a team of highly cultivated IT Professionals within Malaysia, Japan, China, and India. Executed strategic initiatives, projects chartered as per business / technology needs. Successfully transition from an outsourced model to insourced model by hiring and building a global team within the short period of time. As a part of Workplace Solution reporting to Executive Director base out of London, core responsibility includes Team Management, Delivery of Technology, Change Management, Desktop & Laptop Support, White-Gloves Services, AV & Conferences Room Support, Break Fix, Desktop Refresh & Service Desk. Work closely with Regional IT based out of EMEA and US targeting optimal achievement and continuous improvement to existing Infrastructure, Systems, Application and Software.Responsible in streamlining process with all vendors within Australia, Korea, Taiwan and Thailand

Project Manager for Digitalisation & Modernization. Managing various IT projects in line with the Bank Transformation Program. Manage IT projects across the Technology Division, accountable for Digital Transformation Projects. Strategized project scope, by working closely and maintaining close relationships with all stakeholders, vendors, and internal services team members. Mitigate risk factors through careful analysis of statistical data with all team members. Anticipate and manage change effectively. Constantly redefining/improving project management processes

Managing a multi-product call center environment consisting of 40 headcounts consists of supervisors, team leads and call center agents. Identifying and defining business and operational KPIs. Define and determine call center strategies, productivity, and driving customer experience.Accountable for project development, costing, budgeting, and recruitment. Responsible for growth and expansion. Established and maintain close working relationship with stakeholders to identify gaps in processes for service improvements.

Member of Infrastructure & Operation Group. Reports to Service Delivery Manager out of Singapore. Responsible in Service Level Management Lifecycle for the business within the standards of ITIL. Accountable for project development from beginning to operations. Established and maintain a close working relationship with stakeholders and business users. Responsible in facilitating services upgrades, maintenance and project related matters. Responsible in Vendor Management and Service Improvement plans Manages contracts, terms and condition and ensure vendors compliance. Responsible in Helpdesk Deliveries and performancesSuccessfully renegotiated Maintenance Agreement Contract with more flexibility and coverage. Successfully carry out Managed Services Transition which consist of 9 different locations. Renegotiated with existing ISP from a MYR900k yearly to MYR600K yearly.

IT Manager for the AP region. Planning, implementation budget control of global applications and infrastructures. Identifies opportunities for improvement, and manages innovative change effectivelyProject Manager for Infrastructure Implementation within AP

Project Manager for Wintel Infrastructure, Data Centre Severs and Projects Implementation Manage all Wintel Infrastructure and operations and support Microsoft Application, which includes, Hypervisors, Storage, Active Directory and Group Policies. Responsible in overseeing the IT operational matters for F&N Group. Manage and work together with all other regional IT personnel.

Maintain and administer the Asia Pacific IS Helpdesk System. Monitor the helpdesk queues, prioritize calls, resolve / allocate calls to appropriate IS Personnel. Maintain hardware and software standards. Work within the company policies and procedures according to SOX compliance. Organize the purchasing of IT equipment and services. Develop and maintain records of computer equipment purchased.

Technical Support Specialist