Norman J. Sinappen

Experience

• 

  Atos Origin

  May 2005 - Jan 2008

  Project Transition Lead

  • Successfully migrated 2 existing data centres from two different locations to a New Larger Data Centre in Hong Kong, ensuring a successful cutover and continuity. • Successfully established and implemented a Shared Service Centre in Kuala Lumpur providing support to Virgin Mobile UK clients. • Successfully implemented Contingency and Disaster Recovery Plan

• 

  World Health Organization

  Jan 2008 - now

  Main highlights of my role:• As part of a 3-men team, successfully established a global corporate PMO – Project Management Centre of Excellence (PMCoE), including the development of a new WHO PM framework, processes, templates and training/coaching other project managers.• Successfully established a School of Project Management under the PMCoE, including managing an end-to-end RFP process to procure the required services. • Successfully managed and delivered elearning tutorials for the School of Project Management.• Successfully managed and delivered an enterprise PPM solution (ServiceNow Project & Portfolio Management module), accessible to WHO staff globally.• Successfully managed and delivered a Simple version of the PPM (Lite version) for business and technical units. Show less Reporting directly to the Chief of Staff, I am responsible to ensure that all projects in IT Portfolio are managed and successfully delivered within the triple constraints (Scope-Time-Cost). I am responsible for championing, transforming and continuously improving the PMO Methodology and framework, including the PMO processes, templates and tools. I'm also responsible to coach, guide and motivate Project Managers and Business Analysts while ensuring their compliance to the PMO Methodology. As an additional role, I'm also responsible as a Project Manager for a number of cross-functional (IT, HR, Health Technical) projects and also manage a number of RFP tender/bidding process for the Department. Show less As a Project Manager for a number of Oracle ERP Transformation Projects, I reported to the Head of Global IT Operations (GIO) in Kuala Lumpur and Senior Program Manager (Oracle ERP Transformation Program) based in Geneva, Switzerland.Main highlights of my role:• Successfully managed and delivered the end-to-end RFP process for procuring ServiceNow (IT Service Management solution) accessible to WHO globally.• Successfully managed the feasibility study and delivered the outcome for the Reduction in WHO Global Service Centre (GSC) transaction rejection rates.• Successfully managed and delivered the 1st phase of Accounts Payable - Payment Status Enquiry Automation Project.• Successfully managed the feasibility study and delivered the outcome for the Procure to Pay (P2P) Business Process Re-engineering Project.• Successfully managed and delivered the project to improve WHO IT Incident Management Processes.• Successfully managed and delivered the project to improve WHO IT Service Management Processes. Show less Reporting directly to the WHO IT Director, I was responsible in setting up, recruiting, training and managing the Global Service Desk Operations Unit (more than 30 headcounts) consisting the below teams providing support for the entire Organization:a. HQ IT Service Desk team b. Global Business Service Desk teamc. Identity and Access Management teamd. Call Center - Switchboard team for WHO public numbere. Operations Support team - (ITIL, ITSM, Quality Assurance, and Service Improvements process owners)I was also accountable to continuously transform and improve the performance of the unit and successfully implemented an IVR (Interactive Voice Response) and Automated Call Routing System that assisted in drastically reducing the call abandonment rate and enhancing the reporting capabilities of the unit.Main highlights of my role:• Successfully setup and implemented the Global Service Desk service operations in 2008.• Managed and rolled-out Siebel CRM solution across WHO globally, including regional offices.• Conceptualized and implemented the “Rewards and Recognition Programme” for all staff at the GSC department level.• Conceptualized and implemented the “Staff Merit System” to create healthy competitiveness among team members.• Conceptualized and implemented “Disaster Recovery and Business Continuity Plan” for the Global Service Desk unit.• Conceptualized and implemented “Global Customer Satisfaction Programme”.• Successfully implemented and completed numerous transformation and improvement projects.• Successfully led and implemented PABX and IVR project. Show less

  • Project Manager & Trainer @ Project Management Centre of Excellence (PMCoE)

    Jan 2018 - now

  • Project Management Officer (PMO)

    Dec 2015 - now

  • Project Manager

    Jan 2015 - Dec 2015

  • Global Service Desk Manager (Business and IT)

    Jan 2008 - Dec 2014