Jesslyn N. Email & Phone Number

Rijswijk, South Holland, Netherlands

Tribe Lead CU Shell Platform Services.Accountable for delivering Platform Services management [OnPrem Hosting, Storage, Data Centre, Networks] to expected costs and quality towards the Shell customer globally.• Responsible for maintaining up to 60% of revenue generated on the account• Dual role as Product Manager of the FCI Agile Release Train

Malaysia

- Since Aug 2017, additional role as Head of Quality for ITO PoP Malaysia & Global GCU Shell, managing a diverse team of 40+- Overall responsible for governance and control of key ITIL processes (Change, Release, Config, Incident, Problem) to support successful delivery of services to multiple regional and global customers within a globally distributed (and virtual) delivery organization. - Accountable for effectiveness of global process frameworks, its execution and its quality assurance - Responsible for integration and standardization of Global processes via multi-continent, cross-country delivery as well as across Global organisational units. Monthly volumes in the given areas include approximately 4000+ Changes, 100+ Releases, 500+ Configuration updates, 2500+ Incidents, 30000+ Events. - Champion the Continuous improvement cause for a Quality first mindset, using Agile methodologies on IT Operational teams

Malaysia

- Responsible to lead the Hosting Operations Managers and also acts as member of the Global SC-OPM team who is responsible for the service provision & service chain delivery of the orders and services for the Shell account.- Acts as focal point for all services in Hosting scope, works primarily with Service Delivery Managers, other SC-OPMs, service line OPMs and Operations teams. - Responsible for quality, costs and timelines of service provision within the comissioned scope of service (incident, problem, change, escalation management).- Global responsibility for Lead Incident Managers (team of 7) for the Shell account.- Responsible for developing & rolling out key improvement measures for Incident Management targets within the account. - Regular participation in Major Incident drive & resolve activities- Hands on ITIL Service Management experience and process ownership- Run special taskforce projects as and when required.

- Managed 3 teams (up to 70) performing global infrastructure deployments, builds and migrations for Shell IT.- Turned around persistent red contracted Critical Service Levels (CSL) for the first time to green, after 8 months. - Developed and Implemented internal improvement measures - standardisation of processes, automation opportunities, restructuring and sharing of team resources to limit idling, added quality gate controls to all orders & negotiated better service engagements with suppliers and vendors.- Worked closely with Service Delivery Manager and customers to reduce non - standard requests and revamp Service Catalogue.- Achieved stabilised Green CSL scores ever since inception. - Increased customer satisfaction results during my tenure (received several customer recognitions).- Standardised migration planning and processes, for improved project delivery success.

Malaysia

- Managed 2 teams (of approximately 40) to build and deploy infrastructure globally for the Philips and Shell Global account.- Coordinated task force teams to reduce delivery times for infrastructure builds and deployment with improved processes and automation.- Developed and implemented 'just in time' warehousing measures with suppliers to significantly keep investment costs low whilst adhering to contractual SLAs.- Maintained close working relationships with Service Delivery Managers and managed customer expectations.

- Succesfully built up team of 20 technical experts and project coordinators from scratch in 3 months.- Managed complete migration of Infrastructure and application servers from customer locations around Asia Pacific to T-Systems'​ regional Data Centre in Singapore.- Developed and continuosly improved migration procedures in collaboration with customers' business and technology leads.- Planned and executed complex migrations of over 700 systems, balancing challenging timelines & logistical road-blocks.

Managing internal and BAU projects for Shell IT outsourcing account

Worked as a 3rd party contractor to Shell IT. Running Storage and Wintel projects as a Technical Project Lead.

Malaysia

For the Maybank Malaysia outsourcing account

Malaysia

For the Maybank Malaysia outsourcing account

B Sc. (Hons), Computer Science, 2Nd Class Upper

Science