Louie Jay Mari Queroljico Email & Phone Number

• Service management: Monitors and reports on operational performance indicators to immediately address gaps and proactively identify potential issues or improvement opportunities. Implements standard procedures to meet contractual obligations in a consistent, repeatable, and sustainable manner.• Client management: Collaborates with clients to support operational and strategic business objectives, translating them to IT development and operational improvements to ensure quality of service… Show more • Service management: Monitors and reports on operational performance indicators to immediately address gaps and proactively identify potential issues or improvement opportunities. Implements standard procedures to meet contractual obligations in a consistent, repeatable, and sustainable manner.• Client management: Collaborates with clients to support operational and strategic business objectives, translating them to IT development and operational improvements to ensure quality of service targets are achieved.• Contract management: Oversees contract development, negotiation, review, and compliance. Manages internal supplier relationships, assesses risks, handles contract changes, identifies and mitigates risks, and ensures accurate documentation.• Team performance management: Sets and communicates clear goals and expectations for the team which are aligned with the organizational objectives. Regularly meets with employees to assess performance against goals, discuss feedback, and adopt improvement plans. Monitors employee engagement level and address concerns that impact employee happiness.• Employee career development: Supports employees to achieve career development objectives to ensure not only formal training is available, but also social and experiential learning. Provide employees with learning resources to promote their growth.• Diversity & Inclusion ambassador: Promotes and fosters D&I within the organization through advocacy, education and training, collaboration on policy development, and networking. Show less

Philippines

• Manages the end-to-end operational service delivery to the customer to deliver contracted service commitments.• Drives operational service improvement and remediation plans and works with the client on how to enhance the service from the baseline.• Drive Customer Satisfaction improvements with the use of a scientific analysis and identifying actions aimed at finding and implementing improvements to prevent recurrent or potential negative customer satisfaction.• Responsible 24x7 as… Show more • Manages the end-to-end operational service delivery to the customer to deliver contracted service commitments.• Drives operational service improvement and remediation plans and works with the client on how to enhance the service from the baseline.• Drive Customer Satisfaction improvements with the use of a scientific analysis and identifying actions aimed at finding and implementing improvements to prevent recurrent or potential negative customer satisfaction.• Responsible 24x7 as an escalation point for major incident resolution and to provide effective escalation management to key customer contacts and Fujitsu governance.• Ensures the right resources (quality and availability) are allocated by the Delivery Unit Leads to work on priority issues. Provides feedback to the DU on the quality of the resources Show less

Philippines

• Sets goals, direction and action plans to improve end to end service delivery based on feedback and proactive analysis.• Contributes to the creation of team and individual targets based on the organization directions - monitoring employee performance throughout the fiscal year via regular reviews and monthly one-on-ones. Provides feedback, coaching and mentoring to all direct reports.• Prepares and aligns financial targets at the start of each fiscal year, and ensures compliance to… Show more • Sets goals, direction and action plans to improve end to end service delivery based on feedback and proactive analysis.• Contributes to the creation of team and individual targets based on the organization directions - monitoring employee performance throughout the fiscal year via regular reviews and monthly one-on-ones. Provides feedback, coaching and mentoring to all direct reports.• Prepares and aligns financial targets at the start of each fiscal year, and ensures compliance to these targets through rigorous monitoring and reporting of costs.• Actively seeks opportunities to expand scope and increase revenue by determining additional services that can be offered to the clients; ensuring the team is ready and able to provide these services when availed. Show less

Responsible for the overall operational delivery of functional and platform services under the capability by resources from the Philippines and India. Develops, deploys and improves policies and frameworks to deliver the service to meet contractual obligations and service level agreements. Gathers performance metrics from process managers as well as feedback from both internal management and clients to drive improvement opportunities. Works with Application Service Specialists to assess team’s… Show more Responsible for the overall operational delivery of functional and platform services under the capability by resources from the Philippines and India. Develops, deploys and improves policies and frameworks to deliver the service to meet contractual obligations and service level agreements. Gathers performance metrics from process managers as well as feedback from both internal management and clients to drive improvement opportunities. Works with Application Service Specialists to assess team’s technical capability and to provide ramp up measures where needed. Manages application initiatives while balancing operational deliverable of the service. Show less

Defines the process, guidelines and templates for Innovations delivery to ensure innovation ideas are properly reviewed and assessed to maximize the use of resources in realizing the value of the automation/tools. Reaches out to and liaises with site- and organization-wide innovations groups to cross-assess and leverage available skills, tools and solutions.

Implements Problem Management process, standards & tools across the entire service. Develops group specific procedures & represents the service in the Global Problem Management team. Defines, creates, collects, reviews and/or reports PRM metrics and key performance indicators. Defines, creates, schedules, reviews and/or distributes Problem Management reports. Leads the rollout and improvement of the Problem Management process; including communication, training and compliance monitoring.

Manages the entire service with an end-to-end focus across all supporting towers or pillars; handling both operational and strategic delivery. Works with process owners to ensure processes (e.g. Incident, Change, and Problem Management) are adhered to by Operations team. Owns management and communication of high-business impact incidents - sharing foreseen evolution of business impact, resolution effort underway, and outlook of actions geared towards minimizing duration and impact with… Show more Manages the entire service with an end-to-end focus across all supporting towers or pillars; handling both operational and strategic delivery. Works with process owners to ensure processes (e.g. Incident, Change, and Problem Management) are adhered to by Operations team. Owns management and communication of high-business impact incidents - sharing foreseen evolution of business impact, resolution effort underway, and outlook of actions geared towards minimizing duration and impact with corresponding timeline - ensuring the relevant resources are immediately engaged. Conducts post-mortem analysis for high impact incidents to determine improvements in the timeliness and accuracy of their detection, correction and prevention. Show less

Works on projects during the design, development and test phases, and on user support in accordance to the business requirements. Engages business users to gather, analyze, and document requirements and test plans, providing effort estimates. Translates functional specifications into technical specifications, and builds and executes the design solution and test cases. Complies with and adheres to the client standards and relevant processes on technical implementation and documentation.

Provides support and general consultancy to service management as a technical escalation point handling high complexity issues in various areas within SAP BW 7.0, both in backend processing and frontend reporting. Performs troubleshooting, ABAP debugging, performance enhancement, design and implementation of bug-fixing changes and minor developments. Creates tools to automate SM processes and checks, bringing down manual effort and execution times.

Leads and manages a team of resources located in the Philippines and Costa Rica in executing team problem management process. Ensures full process compliance, and all process KPIs are met consistently. Creates tools to minimize manual effort in producing results for reporting and trend analysis.

Responsible in the overall support of North America operations for the BW application. Primary service management contact for business users, managing all business requirements within the domain. Owns planning and execution of SM-related action items for release activities such as upgrades and patches. Acts as primary resource for all backend processing support related to Enterprise Data Warehousing.

Bs, Chemical Engineering

President, UP Sidlangan - Regional organization of UP Diliman students from Eastern Visayas, Philippines Member, Society of Manufacturing.

Education record