Oversees IT service delivery, ensuring it meets business expectations and service levels. Manage service continuity, risks, and compliance, acting as the primary IT contact for stakeholders. Manage vendor relationships, drive service improvements, and focus on leadership and capability development within the team.

Led the Nasdaq Trade Surveillance customer service desk in Manila. Executive leadership of a team of 35 people supporting 290 global customers (predominantly Tier 1 Global investment banks) for compliance with anti-financial crime and trade surveillance requirements.Integrated industry trends and insights into IT strategy, leveraging new tools and technologies including Pendo, Atlassian, Jira Service Management, and Zoom Contact Centre.Collaborated with executive leaders globally to address operational challenges and prioritize metrics for strategic delivery across product, engineering, and client services.Enhanced incident management processes, communications, and customer escalation pathways, resulting in positive feedback from clients and executives.Executed significant process improvement initiatives within 12 months through continuous improvement strategy.Aligned with Trade Surveillance product owner to integrate three projects into strategic pipeline, aiming for a 45% reduction in service desk tickets through automation and AI.Championed gender diversity and developed career succession plans, fostering talent and enabling key promotions, including a high-profile promotion of a female leader from Manager to Senior Manager and Director within 18 months.Established second level support function in Manila, promoting three Level 1 Analysts to Level 2 to enhance capability and talent pipelines.Implemented and monitored Operational Level Agreements (OLA) with internal teams, resulting in reduced ticket backlogs and improved NPS scores by 10 basis points within 12 months.

Facilitated DHL's response to IT Audit and Security and Cyber Assessment, ensuring compliance across applications and infrastructure.Coordinated and managed all IT support aspects to maintain high service quality for end-users and clients.Acted as the central point of contact for executives regarding high-priority issues and escalations.Accountable for all IT business communications, including reports, outage notifications, incident reports, and SLA dashboards.Managed third-party vendor relationships and service management processes, including Change, Incident, and Configuration Management.Implemented Kaizen Continuous Improvement process and led employee engagement initiatives, increasing scores by 15%.Ensured compliance with Infrastructure & Security Policies, fostering a high-performance service culture.Identified training needs and developed opportunities to enhance departmental skills.

Ownership and accountability for all desktop and voice infrastructure support functions, Ensured that effective 2nd level support is continuously available for all customers. Maintained operational liaison with Senior Technology Management and their customers Monitored queues and calls daily to ensure service levels are met.Reviewed tickets to ensure that accurate work records are maintained.Acted as escalation point for the team for all technical and operational issues.Established clear goals, development, and performance plans for 24 direct reports. Identified and coordinated learning and development needs of all team members

Led and manage a team of 18 call managers and deputy team leader.Supported Equity Traders, Bankers and Senior Executives from USA, UK&I, Europe, Middle East, Africa, Australia and Asia.Set and executed the strategy and operations of the application support desk using the ITIL framework.Liaising with Global Business Heads to ensure the smooth running of the application Centre of Excellence.Standardising policies and procedures across countries to lead the transition to one global support desk.Developed proposals for new business opportunities for first level support.Monitoring the achievement of overall and individual KPIs and SLAs and monitoring the call queue to ensure all tickets are appropriately resolved.Reviewing 24x7 workforce management processes including scheduling for 96 call managers to ensure adequate coverage and high-quality client service.Recruited, trained, and mentored over 50 new joiners