Description

Strategic and results-oriented

IT leader with over 15 years of

global experience in IT Service

Management and ITIL-driven

operations and leadership.

Proven track record in

standardizing Global IT

services, optimizing processes

using ServiceNow & Jira, and

aligning IT strategies with

business priorities. Recognized

for leading high-performing

teams across APAC, Europe,

and North America, ensuring

consistent, high-quality service

delivery and driving

continuous improvement

initiatives. Passionate about

governance, automation, and

transformational leadership

that bridges business and IT.

Industry field of expertise

Languages

English
Native or bilingual
German
Basic
Cantonese
Native or bilingual
Chinese
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Ataway (France Headquarters)
VP of Delivery & Operations (APAC) | Project Manager (Global)
DIGITAL AND IT
October 2019 - Today (6 years and 9 months)
Kuala Lumpur, Malaysia
• Service Management: Ensured our team delivers robust,
reliable services to our Global Managed Services client.
Managed daily activities and operations in Incident, Request,
and Change Management.
• Business Relationship Management: Served as the primary
liaison for a Fortune 500 client with 60,000+ employees,
managing the business relationship via MSR (Monthly Service
Review) & QBR (Quarterly Business Review).
• Change Management, Digitalization, Continuous Process
Improvement: Maintained knowledge base of current best
practices and implemented solutions to enhance digitalization.
I have a proven track record of leading transformative
initiatives, including the implementation of automation and
ITSM tools (ServiceNow, Jira) to optimize efficiency.
• Project Management: Managed IT projects, including a recent
Netsuite Global implementation for 13 subsidiaries involving
Sales, Finance, HR and Project teams.
• SLA & Reporting: Governed SLAs and reporting frameworks to
ensure adherence to best practices and compliance
standards, with a focus on exceeding SLA performance.
• Team Leadership & Management: Led, motivated, and
mentored a large, multicultural team, providing clear direction
and fostering a high-performance culture in APAC
organization; for teams based in Romania, Singapore,
Malaysia, China, India, and Taiwan. Accountable for 35+ FTE.
• Budget Management: Oversaw multimillion-dollar service
contracts and identified growth opportunities while
maintaining profitability, demonstrating experience in budget
management and cost optimization.
• Vendor Management: Responsible for Vendor selection.
Manage vendor’s Service level monitoring, cost discussion,
contract, renewal and maintain relationship
Project Management ITIL Netsuite Atlassian JIRA claude
ABeam Consulting (Japan Headquarters)
Service Delivery Manager
October 2014 - September 2019 (4 years and 11 months)
• Account & Escalation management: Managed 10 AMS SAP
clients concurrently. Handled escalations between client, IT
and our AMS team.
• Client management: Led all client management activities such
as Onboarding/ Offboarding, Contractual activities,
Resourcing, Revenue review, Risk and Opportunities
management.
• IT Strategy & Best Practices: Oversaw ITSM, ensuring service
excellence and SLA compliance, which demonstrates strong
knowledge of IT best practices (ie Incident, Request, Change
management)
• Team Leadership: Led process improvements and service
automation initiatives, showcasing the ability to lead and
motivate a team.
• Customer satisfaction: Exceeded customer expectation and
foster customer loyalty.
• Pre-sales: Participate sales team in pre-sales activities.
managed service sap service delivery resource management ticket management
Deloitte (USA Headquarters)
SEA Service Desk Team Lead
October 2010 - October 2014 (4 years)
• IT Infrastructure & Services: Transform traditional IT services into
regional IT service desk hub, ensuring the reliability and
robustness of IT infrastructure and services.
• SLA & KPI Management: Managed KPIs, SLAs, and automation
initiatives, proving experience in developing and implementing
reporting and performance metrics.
ITIL service desk IT support shared service center landesk