Regional Service Delivery Manager for global customer account.

IT infrastructure projects planning and implementation. Engaging with business users on their requirements for projects and validating the project scope. Coordinating project activities between operations and site teams, and working closely with Infrastructure Enterprise Architects on project planning, scoping, costing and budgeting, identifying risks, resource allocation and items validation.

Reviewing briefs and requests from potential clients and preparing proposal documents. Engaging with clients to understand scope of project work and expectations.Performing research and data-gathering activities, creating project work plans for various clients. Planning and mapping out project roadmaps, deliverables and milestones, identifying and engaging resources for projects based on skillset, experience and relevance to project scope. Accomplishment:Developed a resource framework for assessing and recruiting new resources for project teams, and mapping out a skills matrix of required skills for various projects.

Client Infrastructure and Facilities Project Manager for Data Center Migration project between IBM and client (a global insurance company), responsible for site and facilities readiness at client's Data Centers in Kuala Lumpur and Johor.Planned and coordinated all projects and activities related to physical hardware relocation/ movement and responsible for site and facilities readiness at client's external data centers from end to end.Ensured site readiness at all of client's active data centers, tracking hardware movement and inventory.Coordinated all physical server decommissioning activities (for IBM-owned hardware) and hard disk degauss activities once physical servers decommissioned.Coordinated all movement and communications between Procurement, Logistics, Onsite Technical Support and movers for all hardware movement activities.Lead Project Manager for client's Secondary Data Center virtual servers’ migration, responsible for planning and coordinating this activity end to end.Raised change requests relating to hardware setup activities, participated in Change Advisory Board meetings to present the details of the change requests raised. Familiar with Change Management processes and use of ServiceNow tool.Accomplishments:Successfully coordinated and completed virtual servers’ migration for client’s Secondary Data Center (Nov 2019).Completed physical servers’ relocation from Kuala Lumpur and setup of the external data center site in Johor (Sep 2019 – Nov 2020), ensured the site’s readiness for Disaster Recovery (DR) testing and as a backup site.Successfully completed the relocation of hardware within client's existing data center (June 2020) and completed the decommission of this site (Nov 2020).Created a hardware inventory tracker for all clients’ sites for tracking and accountability of assets.Received acknowledgements and compliments from client and team members for accountability and responsibility towards all activities tasked to me.

Led and implemented improvement, quality and productivity initiatives in Asia Pacific (AP) countries, such as:o Driving quality and productivity improvements and programs through automation, resource strategy, process and procedures, and best practices.o Driving implementation of automation initiatives (Watson Analytics, Self-Heal tools) in each country. o Leading cost reduction and resource optimization initiatives across AP countries, with the objective of meeting the targets set by the Global team. o Compiling best practices and new initiatives, or tools developed by AP teams; reviewing, evaluating and determining if these can be rolled out to teams in the rest of the AP countries.o Building and maintaining a strong management system and cadence, hosting weekly meetings with each country’s team to get country updates as well as convey any important information or updates. These cadences would also serve as an avenue for each country to highlight any issues or report any accomplishments.o Ensuring that the Service Delivery Account Dashboard and the Competency Metrics Tool is regularly updated by each of the countries with the latest information on supported accounts.Planned and conducted regular education sessions for the teams to keep abreast with any new developments within the company or to share any team best practices.Analyzed Net Promoter Score responses received from survey responses, identified problem areas and worked with country leaders to improve customer experience based on responses received.Facilitated Root Cause Analysis, Get To Green and Process Improvement Plan reviews for defects reported and low scores received from Net Promoter Score survey responses with the relevant country leaders and teams.

Dedicated Delivery Analyst for Australia banking accounts remotely supported by IBM Client Innovation Center (CIC) Malaysia.Prepared management and performance reports. including Process Behaviour Analysis charts and Exception reports for account executives and Service Integration Leaders of the account.Ensured the teams met the account Service Level Agreements, analyzed tickets that failed to meet SLA, facilitated Root Cause Analysis and Process Improvement Plans discussions and prepared final reports for account executives and the Service Integration Leaders.Reviewed client feedback and identified areas of improvement needed; initiated Root Cause Analysis discussions and facilitated these discussions.Facilitated and coordinated Defect Prevention Process initiatives for the remote support technical team.Acted as mediator between remote technical support team based in IBM CIC and the other resolver teams based offshore in India for any escalation matters or issues on ticket handling and processes.Mentored and coached team members in performing ticket quality analysis.Provided coaching and training to IBM CIC teams on Quality, Global Delivery Framework (GDF) and Agile methodologies.Accomplishment:Received a team award from IBM CIC for successfully reducing the number of incoming tickets and for improving customer satisfaction overall through teamwork and collaboration.

Managed Quality for the Application Hosting Services (AHS) Service Line at global level, with teams across continents in 30 different countries.Prepared management reports for the Executive Leadership, involving extensive collaboration with the technical leads and teams globally to gather information, updates and feedback.Set and ensured quality targets and benchmarks were met, analyzed defects found in processes to ensure that customer satisfaction was consistently maintained by working closely with the global teams. Analyzed defect reports based on data provided by global teams, and implemented steps to reduce the number of defects reported, to ensure that service provided to customers is of utmost quality. This was accomplished through extensive collaborations with teams and Global Service Line Owners to ensure that the implementations are executable and effective.Reviewed submissions of technical case studies submitted as best practices from teams in each location to identify those that can be applied globally and shared out to all teams as a best practice.Accomplishment:Received the Excellence and Eminence Award in Q4 2013 from IBM CIC for ensuring quality submissions and best practices posted in the Global Clearinghouse, and for producing a faster turnaround in client solutioning needs.

Ensured teams within the competency supported focus on quality-related processes and drove the Global Delivery Framework (GDF) methodology implementation across the competency and center. Conducted internal trainings and workshops on how to interpret Process Behaviour Analysis (PBA) charts. Used the data from these charts to track performance and provide recommendations for improvements.Detected exceptions from the PBA charts which may indicate areas needing focus and improvement; prepared exception reports based on these to be shared with management for further review and action.Facilitated Root Cause Analysis and Defect Prevention discussions with the teams to identify areas requiring improvements and sharing of best practices from the outcomes of these findings to local and global teamsAccomplishment:Led 2 pools within the competency to achieve a rating of 4 (highest) in the 2012 GDF Internal Assessment.

Overall Support Services Satisfaction focal for ASEAN region.Handled both remote and field support customer satisfaction issues. Investigated on instances where targets were not met and worked closely with the teams involved to understand the situation and find ways to improve. Worked closely with local and regional teams to determine, identify and improve on root causes for low customer satisfaction survey scores.

Data analyst for Asia South region and Case Management System tool lead. Generated and analyzed business reports to be presented during management review. Ensured integrity of data extracted from the systems and worked closely with the teams involved to correct any irregularities found to ensure that the system data consistently kept up to date and accurate. Implemented the IBIS case management system tool, conducting and facilitating training for Sun and partner engineers on its usage, and composed a manual on how to use the tool. Accomplishment:Successfully rolled out the IBIS Case Management System tool within the company and to partners in 2008.

Managed client account for logistics-related matters, inclusive of parts loans and warehousing services, and as a single point of contact for DHL warehouse personnel and with client's team for part-related matters.Ensured that parts were delivered in a timely manner when requested by client to enable client to always meet their SLA with their end users.Tracked parts loaned and returned to warehouse, working closely with DHL management and client to resolve any issues highlighted regarding parts loans/ returns.Performed parts loans status analysis and ensuring all parts loaned out and returned are accounted for.Worked closely with client to fine tune processes and ensure adherence to all processes set by DHL at the warehouse and with parts handling.

Country business information lead for data reporting, performance measurements; BrioQuery country focal. Built master templates for report extraction and conducted education sessions on the usage of BrioQuery. Performed weekly analysis of country Business Fundamentals, presented results to management, from local managers up to Asia Pacific regional level. Worked closely with teams from all over Malaysia to consistently improve and provide solutions for improvements. Conducted internal audits within the company with audit findings reported to the Quality manager for further action and review. Ensured that ISO 9000:2000 quality standards were met and consistently maintained.