Neo Chen Email & Phone Number

Develop customer and strategy planning during RFP (conduct as leader of GCN/APA region to explore potential customer in virous industries and different verticals. Work as a team with pre-sale on landing HCL engagement of digital workplace services/help to win RFP)*Transition and transformation (leading on transfer customers’ former DWP mode into HCL-centric module in multiple worldwide accounts with decent complexity)*Algin on best practice internally and externally (sharing best practices in different verticals in various industries to help customer and internal teams stay abreast)*Process management (Integrate/design/develop Agile and Lean ways of work)

Shanghai

Role as regional service delivery manager for customers in multiple industries.Manage Service Desk team, On-site team of both China region and rest of Asia(Thailand, Singapore, Malaysia, Philippine, Australia, New Zealand, etc.).Maintain customer relationship with Kone SDM.'s end.Conduct/lead in audit both internally and externally.Manage 3rd party vendor for dispatch service and PC refresh activities, windows migration, etc.As the stakeholder globally in Asia-Pacific, bid, transit, deploy digital workplace service to potential customers.

Managing all members of OSS team domestically.Coordinating with multiple levels of teams and partners.Managing assets and projects pertaining to OSS team.Handling VIP users IT related issues.

Shanghai City, China

*Customer satisfaction developer (analyze indications such as FCR. FLR and SLA of GSD group to achieve service goals)*Global IT communication (host GSD weekly meeting and other IT department meetings globally)*Desktop support (level1, level2 incidents resolution both hardware and software)*Knowledge Base update (update useful skills and management tools, reports in ITKB or SharePoint)