Food Service Packaging Manufacturer

Responsible for a team of Customer Service Managers in the managed services of Networks, IP Telephony, Contact Centers, Cloud, Cyber security and IOT services to large corporate clients. Concurrently manages a Technical Management Team of Network Engineers supporting key clients for their managed network connectivity on change and release management.

Manages the Customer Relationship and Services of a large French MNC in the luxury & lifestyle market for their multi-tenanted private cloud platform. Engages CIOs & CTOs of various customer brands to help them achieve their business outcomes through the cloud platform.

Responsible for the overall growth and profitability of the business, driving expansion into the region, establishing distributorship for the house brand, as well as increased the customer base for Private Labels (OEM) in both local and overseas market.

Oversee delivery operations for IT Infrastructure & Security of a multi-tenanted private cloud for a large French MNC in the luxury & lifestyle market.Engages CIOs & CTOs of various customer business units to ensure their service requirements are met, as well as plan and build for their respective business expansions.Provide leadership to a large support team from India, Egypt and France in the service delivery for this key customer account.

Regional Account Delivery Manager (Practice Lead) - (2010 to 2011)- Managing a team of 30 ADMs in the region with a portfolio of over 400 Accounts and TCV of over $650M, providing Managed Print Services to HP’s key customers.- Responsible for the profitability of installed base accounts, including achieving good renewal rates, total customer satisfaction scores, and drive upsell/cross-sell opportunities.- Lead the regional ADM transformation program to raise the level of ADM capabilities and establish alignment with WW skillset metrics.- Ensure operational excellence and compliance in all accounts

Provide leadership to a team of Regional Account Delivery Managers and support engineers located in key delivery centers in Toronto, Bratislava, India and Kuala Lumpur.- Responsible for the managed services of a large US Beverage and Snacks MNC’s Business Critical Systems in Asiapac, Middle-East & Africa, through the use of HP’s Utility Computing Model and Virtualization Technology.- Works closely as a trusted advisor to the Business CIOs and CTOs on their IT requirements to meet their high growth business demands in the region.- Ensure SLAs are met, and achieve good TCE.- Manages the cost of delivery and profitability of the account.

Providing IT Services to various Public Sector Agencies in the following areas:- User management with information on technology trends, best practices and IT developments in the Singapore public sector;- Advice and recommendations to senior management on the strategic use of IT;- Selecting and adopting suitable strategies and technologies for IT initiatives;- Managing the solution, acquisition, development and implementation of IT systems and solutions;- Aligning IT policies, standards, projects, systems and infrastructure with the vision, business needs and business priorities;- Managing customers’ expectations, manpower, budget, vendors and contracts; and- Ensuring the smooth operations of IT infrastructure, systems and services.

Provide Account Delivery Management services to the HP Technology Services Group (TSG) Business Division for in Asia Pacific and Japan.- Ensures that all Mission Critical Systems supporting the business performs to requirements.- Responsible for ongoing IT infrastructure services, and ensuring that SLAs are met, and new projects and service requests are provisioned per agreed turnaround time, scope and within budget.- Ensure that Account Support Teams are effective in meeting customer’s needs.- Work closely with service delivery managers to ensure operational excellence, and quality of delivery.- Be the customer’s trusted advisor by helping them to optimize their IT infrastructure services and spending.- Identify, lead, or participate in process improvement projects to improve customer experience, quality of service, reduce cost, and service request turnaround time.- Region representative for WW Application Infrastructure team, responsible for New Services Introduction, and providing APJ customer feedback on new service demands.

Responsible for the provision of server management services in Asia Pacific in HP IT group - Managed a team of over 30 deep level support engineers supporting over 900 servers (Window NT, Unix, MPE and Linux).- Ensure that SLAs are met, drive operational excellence, and build a customer focused work culture.- Ensure cost of delivery meets business objectives- Led the location sourcing for MPE support to Europe.- Led the WW server management benchmarking project for Asia Pacific and Japan.

Technical Lead for the Windows server management team, comprising of 12 deep level support engineers, supporting over 500 servers for HP IT in Asia Pacific.- Ensure that SLAs are met, and service requests are provisioned per agreed turnaround time, scope and within budget.- Drive process improvement and run maturity assessment program for the team, including audit.- Manage requests from Application teams for new server deployments, including server sizing, order and build, according to corporate specifications.- Represent the region in the Server Common Operating Environment team, which drives standardization across the various regions.- Represented the region in the design and implementation of Microsoft Exchange at the HP WW technical conference, as part of the Worldwide HP Openmail to MS Exchange Migration team.- Part of the Y2K team for NT server platform.