• Develop and implement the Service Excellence roadmap, driving continuous improvements in service delivery and customer satisfaction.• Enhance customer experience by improving SLA compliance, Response & Resolution Time, CSAT metrics through targeted initiatives and feedback integration.• Ensure adherence to SOPs, process efficiency, conducting RCAs and implementing preventive measures.• Lead the Quality Assurance team, establishing metrics, conducting audits, and driving quality improvement programs aligned with business priorities.• Mentor and develop the Service Excellence team, promoting professional growth, skill enhancement, and a culture of accountability and collaboration.• Optimize resource allocation to balance cost efficiency with service quality• Strengthen partnerships with cross-functional teams to ensure alignment on service quality initiatives and seamless execution.• Monitor and report key metrics and updates to the EXECOM, ensuring alignment with organizational goals.• Drive process standardization and operational efficiency to minimize bottlenecks and enhance service quality.• Foster transparent communication and alignment across departments, ensuring cohesive execution of strategic goals.

• Led day-to-day operations of the IT Service Delivery team, consisting of Team Leaders, Service Desk, IT Support, NOC, and Network Engineers, ensuring seamless service delivery to multiple clients.• Oversee the resolution of IT incidents and problems, implementing structured processes to ensure timely and effective resolution.• Established, monitored, and reported on SLAs to ensure service delivery met or exceeded agreed-upon performance metrics, driving client satisfaction.• Conducted regular meetings (weekly and monthly) with clients and senior management, addressing service performance, identifying areas for improvement, and responding to client needs and concerns.• Took ownership of critical incidents, coordinating resolution efforts across teams, ensuring clear communication with stakeholders, and leading post-incident reviews for continuous improvement.• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews• Led recruitment, performance assessments, training, and mentoring of staff, fostering a high-performance team culture.• Developed and managed the IT service delivery budget, optimizing resource allocation while controlling costs to deliver high-value services.• Worked closely with vendors and third-party service providers, ensuring their contributions aligned with organizational service delivery objectives and client expectations.• Maintained and updated service delivery processes and workflows, continuously identifying opportunities for operational efficiency and improved service outcomes.• Managed the implementation of changes to IT services, ensuring minimal disruption and effective communication across teams and clients.• Maintained proactive communication with clients, stakeholders, and internal teams, providing regular updates on service delivery performance and any upcoming changes.

Managed the day-to-day operations of Network Services and IT Operations team providing support to the Head Office, factories, distribution centers, co-manufacturing sites, and sales offices.Achievements• Established the 1st Managed Network Services Team (MSP) responsible for market IT network infrastructure, including project implementation (such as Firewall DMZ, LBO, HQ Data Center Relocation), documentation of network processes and layouts, as well as ensuring security & compliance through the execution of ISMS controls.• Transformed internet connectivity & improved bandwidth capacity in all sites. Achieved 30% cost reduction on internet usage and improved user experience, helping the business achieve targets through fast & reliable internet connection.• Implemented Managed Print Services across the market. Achieved 49% reduction on printing expenses.

Managed the day-to-day operations of Factory IT Operations team and led the implementation of Factory Floor IT Security & Compliance in all factories.Achievements• Championed IT security & compliance of Market’s factory floor solutions & infrastructure through successful implementation of secured & compliant solutions (e.g. HyperV, DMZ Firewall, ThinManager & ThinClient solution)• Managed the transition from physical servers to a virtual environment (HyperV) in 5 major factories, thereby improving network efficiency and reducing hardware costs.• Achieved Security & Compliance target set by the Global team, through team collaboration, and coordination with cross-functional team, and business stakeholders.• Implemented Managed Print Services in one major factory. Achieved 35% cost reduction on printing expenses every year.

Managed the day-to-day operations of Factory IT Operations and led the Factory Automation Systems team in all factories.Achievements• Established FAS (Factory Automation System) team responsible for ensuring IT security & compliance in all factory floor solutions & infrastructure.• Led the commissioning of IT infrastructure of new factory. Established & managed day-to-day operations of IT support team.• Improved IT support team through upskilling, training, knowledge transfer, and project exposure.

• Pioneered member of Information Technology section providing 1st level support to the Shared Service Center based in Manila and Bangalore, India.• Led the Service Desk team. Established processes and best practices, while performing incident & request management, user account management using Active Directory, SAP account management, spearheaded the creation & update of operational procedures, and initiated value-added processes/practices that enhances Service Desk operations.

• Provided user access to the business application to be used based on the user requirements in accordance to defined business rules• Enforced user administration policies