Ghouse Rahman

Experience

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  Various

  Jul 2005 - Aug 2008

  Accounting, audit, consultancy, and business administration services for small to medium businesses.
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  CIB Accountants and Advisers

  Jul 2008 - Jul 2009

  Accountant

  • Recreated accounts for high volume transaction entity with significant assets with no prior records formally prepared while charging 35% less service charges.• Identified and corrected recording errors which resulted in immediate GST payable savings.• Designed schedules for client facilitating preparation of annual reports. • Assisted in successful outcome of superfund audits by ATO for clients with major assets in Self Managed Superfunds (SMSF). Major issues covered: in-house assets, reinvestment and permissible transactions, assisting the client to avoid loss of 50% of fund assets.• Mentored cadets with various day to day responsibilities including preparation of financial statements, tax returns, depreciation schedules, client correspondence, and internal procedures.• Provided support to managers and partners on various unplanned issues including clients’ business operation analysis, tax and compliance issues among other tasks through research, analysis, preparation of supporting documents and follow up on going matters.• Maintained 100% client retention rate. Show less

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  Datacom

  Sept 2009 - Jul 2013

  Team Lead/Project Executive

  • Created project work-order, co-ordinated task allocation, monitor & follow ups.• Schedule creation in conjunction with clients with regards to external & internal constrains.• Project document management including creation & administration of intranet site.• Assisted in successful tender responses with articulation of proposed project plan.• Acted as project co-coordinator for call centre site relocation.• Coordinated and managed end to end outbound global campaigns with a team of up to 60 staff.• Managed work flow to ensure client’s KPIs are met by customer service consultants.• Developed and monitored staff KPI to deliver excellent client service.• Coordinated training programs for customer service consultants working in a government campaign.• Resolved escalated customer complaints through advanced dispute resolution methods • Assisted in call centre certification (COPC) by ensuring that process management meets audit needs.• Recruited and trained a staff force which delivers high quality service & capable of delivering peak volumes of operation. Show less

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  Dell Technologies

  Jul 2013 - Dec 2024

  I held a dual role as the Regional Lead of Service Management for Asia Pacific, Japan, and China (APJC) and as the Global Risk Manager.I led Service Management Teams across the APJC region, encompassing the full breadth of ITSM practices, including process development, governance, service optimization, and integration, while driving efficiency. These teams consistently met end-user and senior stakeholder expectations by fostering productivity, innovation, and modernization of processes and tools.As the Global Risk Manager, I established and led the Global Risk Management Practice. I introduced formal risk management policies, trained Global Delivery Teams, and ensured compliance. I also managed second-tier risks escalated to the enterprise level, engaging with senior stakeholders for remediation and other initiatives, including internal, legal contract management, and external customer engagements.I developed solutions and approved deals during various sales stages, including contract negotiations, as a functional leader. In my Regional Governance role, I also provided oversight on Sales Operations Governance as part of the leadership team. I negotiated complex contract clauses for new service lines and customers, resulting in cost avoidance of hundreds of thousands of dollars.I resolved and managed escalations of complex problems in multi-vendor environments involving multiple technologies, including automation layers, supported by diverse functional teams.I led major transformations to align organizational objectives with customer needs. Show less I designed and led enterprise-wide processes, technical programs, and compliance initiatives to drive alignment with organizational goals and deliver measurable performance improvements.I mentored process managers and team leads on ITIL best practices, helping to create a culture of continuous improvement. Led strategic projects on customer environment (risk mitigation on major transformation; account stability; process integration with other vendors etc).I also played a key role in closing strategic RFPs and deal pursuits ultimately enhancing customer outcomes and service quality.Stood in as Service Delivery Manager delegate for Managed Services customers. Show less I managed infrastructure deployment, refresh, and migration projects aimed at improving system performance and scalability, ensuring all initiatives were completed on time and within budget. I oversaw monthly operations and governance presentations, reporting on SLA performance and incidents, improving accountability and service delivery. I also resolved complex challenges in multi-vendor environments, led scope and change management efforts, and ensured smooth project outcomes. Additionally, I ensured continuous operations during leadership transitions by stepping in as the operations manager.• Completed global hardware and software deployments under tight deadlines as well as successfully overcame access, security, collaboration, and vendor challenges for timely and efficient project delivery.• Achieved efficient workload management, minimized bottlenecks, and maximized operational output by optimizing the allocation of customer service requests, incidents, and release/change planning, streamlining processes.• Led transformative projects for large-scale clients in banking, finance, and technology/infrastructure sectors and enhanced customer satisfaction to drive significant improvements in service delivery and operational efficiency. Show less

  • Regional Lead Service Management (APJC) | Global Risk Manager

    Aug 2019 - Dec 2024

  • SERVICE MANAGEMENT PRINCIPAL

    Oct 2015 - Aug 2019

  • Project Manager

    Jul 2013 - Oct 2015