Highlights:

Skills:ITIL, Service Delivery, Incident Management, Change, Problem solving, Managed Service, Vendor, Problem Solving, Keen sense of time management, Excellent leadership and customer service, Strong teamwork skills and attention, manage sensitive and sometimes confidential inform, Self-motivation and able to take responsibility, IT Security, Process

Goal:I am a motivated professional with leadership proficiency and extensive Regional Service Delivery Manager experience. As a person who thrives in high-pressure and fast-paced situations, I strive for positive results through the application of my abilities in Leadership and Teamwork. Additionally, I possess expertise in IT Service Delivery and an aptitude for optimizing performance and motivating colleagues. In any position, I am able to visualize success and identify innovative and effective strategies for achieving it. I have artfully balanced workplace objectives and productive relationships, inspiring strategies and insightful suggestions to achieve a competitive business edge. My collaboration and teamwork strengths have enabled my professional growth.

Certification:• ITIL® Intermediate Certificate in IT Release, Control and Validation • ITIL Intermediate Certification Planning, Protection and Optimization (PPO) • ITIL® Intermediate Certificate in IT Operational Support and Analysis (OSA) • ITIL® Intermediate Certificate in Service Operation (SO) • ITIL® VERSION 3 FOUNDATION • Certificate in ITIL V2/V3 Bridging • Certificate in V1/V2 Service Management Foundation • Certificate in Project Management Fundamentals • Certificate in Leadership in a Project Team Environment • AZ-300 Microsoft Azure Architect Technologies • Adaptive Project Leadership • Agile Foundations • Agile Software Development • Cert Prep: Scrum Master • Communication Foundations • DevOps Foundations: Lean and Agile • IT Service Management: ISO20000 • Lean Foundations • Lean Technology Strategy: Building High-Performing Teams • Lean Technology Strategy: Moving Fast With Defined Constraints • Lean Technology Strategy: Running Agile at Scale • Lean Technology Strategy: Starting Your Business Transformation • Operational Excellence Foundations • Putting ITIL® into Practice: DevOps for ITIL® Practitioners • Putting ITIL® into Practice: Problem Management Techniques • Scrum: Advanced • Scrum: The Basics

Regional IT Service Delivery Manager 06/2017 - current
Essilor, Singapore, Singapore Singapore
Industry: Medical equipment
ESSILOR is the worldwide leading company in the vision lens market. To assist its business growth in AMERA (Asia-Pacific, Middle-East, Russia, Africa).
IT SERVICE DELIVERY REGIONAL MANAGER 06/2017 to CURRENT Essilor Singapore | Singapore, Singapore ESSILOR is the worldwide leading company in the vision lens market. To assist its business growth in AMERA (Asia-Pacific,Middle-East, Russia, Africa). As a member of the IT Infrastructure Shared Services Asia (ISS-ASIA) department, the Service Delivery Manager (SDM) need to assure a determining role in the management and efficiency of our support organization. ESSILOR has engaged with a Managed Services Provider (MSP) to deliver infrastructure managed services (network, systems, data center), covering proactive monitoring of the infrastructure, incident management, capacity management and lifecycle management of the infrastructure. IT Process Owner for all AMERA countries. Ensure the services are properly delivered accordingly with the agreed SLA, following the processes defined and in compliance with the contract terms and scope. Governance in the area of Service Delivery, Contract Management and IT governance. Ensure the Managed Services Provider (MSP) delivers the expected services: proactive monitoring, level 1 to 3 support, capacity and lifecycle management 2. Collaborate with other internal governance units, Off-site Visits to MSP (local and overseas) & Managed Various Essilor's vendor Assistance Manager (IT Service Management – Incident Problem and Change) Infrastructure & Governance – Technology (In-Charge or IT Service Management). Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.--
T&O ITSM ASSISTANCE MANAGER 09/2014 - 05/2017
AIA, Singapore, Singapore Singapore
Industry: Insurance and financial services
AIA Group Limited,[2] known as AIA is an American founded Hong Kong multinational insurance and finance corporation. It is the largest public listed life insurance and securities group in Asia-Pacific. It offers insurance and financial services, writing life insurance for individuals and businesses, as well as accident and health insurance, and offers retirement planning, and wealth management services, variable contracts, investments and securities.
T&O ITSM ASSISTANCE MANAGER 09/2014 to 05/2017 AIA Singapore Private Limited | Singapore, Singapore • Managed multiple complex Major Incident (MI) in financial environment in a timely manner focusing on service recovery to minimize the business impact. • Engaged Level 2,3 or Vendor support for complex incidents for a quick resolution. • Managed the Major Incident conference call and drive-thru till incident resolution. • Established a new process to speed up incident escalations especially for High severity incidents, resulting in the shorter mean time to repair (MTTR). • Closed follow on cases on repeated incidents in Problem Management cycles for a permanent fix. • Be a single point of contact for Business Stakeholders. • Implement and maintenance of an effective Incident & Problem management process, Service Management operations management. • Managed and continually improved service management processes :. • Extensive knowledge in Service desk, Incident, Problem and Change management processes. • Taken care of service improvement activities for multiple clients across the region with regards to improvement on the service desk, Incident and Problem Management processes. • Vast experience in Incident, Problem and Change Management, Service Level, Customer Relationship management. • Expertise skills in day to day operations management, performance management, productivity and quality management along with continual improvement.--
ITSM REGIONAL IT SPECIALIST LEAD 06/2007 - 08/2014
IBM, Singapore, Singapore Singapore
Industry: Cloud computing Artificial intelligence Computer hardware Computer software
Supporting DBS Bank (Singapore) for IT Service Management
Taking care of end to end stakeholder management to ensure excellent communication and extraordinary service delivery management. • Managing stakeholders from various countries including HK, SG, CN, ID, IN, and LA. • Managing service management tasks and taking care of end to end service delivery including service desk, Incident, Problem, Change management. • Manage Major incidents effectively thereby contributing to quick incident resolution. • Manage the Problem Management team effectively thereby contributing to root cause identification and prevention of problems to minimize the adverse impact of business. • Manage Vendors and Partners in better achievement of SLA and Operational level agreements. • Developed innovative process improvement plans for multiple reputed clients in order to meet their business requirements. Defined metrics for IPCR processes • Managed daily operations and developed a team of Service Desk professionals to deliver excellent technical support with outstanding customer service to clients • Forged a collaborative team relationship with counterpart IT Service Desk Managers. • Provided a technical escalation point for the team and escalated to global IT partners as required. • Managed priority 1 critical incidents, including escalation to SME, ensuring communications were sent to both business clients and IT management, ensuring timely resolution within agreed SLAs, ensuring post-mortem reporting was performed.--

Northern Territory University 06/1997 - 07/1999
Negeri Sembilan, Seremban, Malaysia
Degree: Associate's Degree
Major:Information Technology (Software design and Development)
The Specialist Diploma in Information Systems Development equips participants with advanced software development expertise that builds on emerging technologies, deepening their skills to enable the design and development of impactful IT solutions that will create new value or address real world challenges. It also places emphasis on agile development techniques and design thinking that aims to build more people-centric software.

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