Experience

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  Hp

  May 2002 - Feb 2009

  Service account manager

  Managed three Contact Centre of 45 staffs, to deliver full suite of managed services to a leading global investment bank, with services valued at USD 6 million annually. This includes- Contact Centre Operations Management • Delivering desktop, network and on-site services to 3,500 employees in 7 countries across the Asia-Pacific region. • Perform incident-management to ensure that incidents are resolved within the SLA.

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  Tetra pak

  Mar 2009 - Feb 2016

  Senior it analyst (project manager- asia lead) / problem manager (global)

   Successfully reduced service cost by 10% for consecutive 3 years. Services delivered received high rating from end user survey & stakeholders review. Introduced new workflow processes to increase efficiency by 30% globally. Achieved 20% reduction of ticket logged through implementing new process. Led and completed ITIL process transition globally

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  Dimension data

  Feb 2016 - May 2019

  Regional service delivery manager

   Led a successful renewal of 3-year services contract of a global bank valued at USD $26M. Exceeded Operational SLA targeted – 99.5% Achieved 15% reduction of network ticket logged through implementing Problem Management Process within 1 year 95% retention for all resources within this account

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  Fujitsu

  May 2019 - May 2024

  Head of business unit – managed services, cloud & security

   Key win on new Logo – Delivering full end user support services to improve end user experience; user base – 7000+ with a contract value at SGD 4M. Led the Service Transformation team in the transformation of managed service operation through automation of tools to achieve efficiency and cost saving by 20%. Developed new Go-To Market (GTM) solution to keep pace with evolving customers requirement, resulting in an increase of customer portfolio size by 25%.  Achieved Top Line & Margin target for FY2021 with increased profitability of 10% and 3% improvement in customer satisfaction compared to FY2020. Led the successful transition of Managed Services for a leading Insurance company valued at S$15M (5-year) from Day 1 to BAU operation. Supervised the successful laptop refresh for 1700 end users within 6 months for a Singapore-based Global Investment Firm, with a monthly end-users’ satisfaction results above 95% (very satisfied). Improved overall Customer Service Scoring from 3.8 to 4.7 through implementation of service improvement project. Show less