Responsible for end to end service management from Delivery to Support of all Corporate Applications across the company which includes SAP, Oracle and other SaaS solutions. Manages the Service Management process and coordinates with all teams including vendors to deliver the work. Act as the channel between the business (Finance, Health and Safety, Corporate risk and audit and HR department) in getting their IT needs across. These include ensuring issues are resolved in a timely manner, stakeholder and vendor management, process design/implementation and project management. Manage OPEX and CAPEX budget across all corporate applications and identify ways to reduce cost. Reviews vendor contracts and SLA.

Responsible for the Delivery and support of all accounts across Australia, which includes Service transition (on-boarding / Project Management) and creation of Service Management process aligned go ITIL standards. Support presales activities which includes SLA creation.

Responsible for managing SAP NSW Managed Services accounts, acting as the interface between the customer and NTT Data SAP Managed Service resources. Identifies client needs, support presales activities and oversees delivery based contractual agreements. Establishes ITSM process to provide consistent quality service to maintain customer satisfaction while meeting profit targets across a range of engagements. Tasks include day to day management and coordination across support teams, project management, presales support, contract management and review, service reporting, capacity planning.Key Accomplishments include the following:• Led the transition-to-support projects for 2 new major NTT Data accounts. Ensured on time and within budget transitioning and on boarded new clients on support process.• Aligned customers on ITIL best practices and formed governance team to ensure all issues are addressed in a timely manner.• Significantly reduced the number of customer ageing tickets by driving timely updates and process improvements.

Managed setup and delivery of Service Management Team and created Support Process aligned to ITIL standards which includes Incident, Change and Problem Management to support SAP Global Rollout. Supervised a team of 20 SAP Support Consultants spanning from Level 1 to Level 3. Directs daily work activities/priorities, management of critical issues, resource and capacity planning, Budget management, people recruitment, capability building, and direction-setting to ensure KPIs are met. • Creation of SLA and cascaded to all support teams and business units across Asia.• Lead the Go 2 Green project which includes process creation/design (Incident Management, Major Incident Management, Problem Management) and aligned to ITIL best practice to improve the overall SLA performance of the support teams and ensure continuous improvement in service delivered.• Reduced the number of ageing tickets through ticket through management oversight and by strictly enforcing ITIL based support process• Created transition to support process from the SAP Roll out of each business unit. Transition was completed on time and within schedule.

Managed SAP Level 3 Supply Chain Support and Product Development Team of 45+ consultants, servicing clients across APJ, North America, Latin America and Europe.Delivered HPE Service Management best practices aligned to ITIL standards across different accounts.• Lead the support and projects team of SAP Supply Chain Center of Excellence (CoE), which entailed directing daily work activities/priorities, resource management, people recruitment and capability building, cost and utilization management, and direction-setting to ensure KPIs are met.• Performed and lead a business case and technical requirements analysis of HP clients in Spain, to recommend a more feasible and cost-effective delivery model. • Identified skills gap of the Supply Chain CoE and implemented capability building initiatives e.g. trainings and process improvements.• Lead the team through ISO20000 audit

Managed consultants in delivering applications management services to clients of SAP Australia across the APJ region. Ensured that all accounts adhere to SLAs and projects are delivered within budget.• Project Managed the migration of all support work from Germany to Philippines.• Manage day-to-day operations and deliverables. Responsible for managing service levels (SLA), utilization and quality metric compliance.• Defined and aligned process to ITIL standards to minimize business disruptions across all customers.• Controlled and managed financial performance against profitability targets.• Managed all projects during the development lifecycle and ensured requirements were delivered within agreed specification, scope, schedule. • Delivered consulting, pursuit, and upsell activities to existing and potential customers of SAP AMS Australia• Managed Service Contract creation and review• Managed the utilization targets of consultants across all modules and allocated resources suited for each project

• Provided immediate functional application support and resolution for SAP R/3 FI module with focus on AR, AP, GL.• Performed FI related configuration, change requests and set-up activities for clients’ new business requirements. • Prepared Business and Functional specification documents, and test scripts for Unit and Integration Testing. Conducted unit testing and functional validation for code fixes and product defects.• Created job aids and provided trainings to end users on FI transactional processes• Trained new Tier 1 roll-ins on processes, ticket management and soft skills.• Provided frontline email and phone support and coordinated issues with our Manila team as well as our US and Argentina counterparts.

• Trained new Tier 1 roll-ins on processes, ticket management and soft skills.• Provided frontline email and phone support and coordinated issues with our Manila team as well as our US and Argentina counterparts.• Resolved 1st level related SAP issues• Executed test scripts using Automated Testing Tools e.g. Quicktest