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Service Delivery Manager

Location:
Makati, National Capital Region, Philippines
Posted:
November 28, 2017

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Resume:

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Maribeth L. Revilla

SMDC Jazz Residences Barangay Bel Air, Makati City

Contact: +63-917-***-****

Email: ac3ial@r.postjobfree.com

Objective

To obtain a senior leadership position where I can use my skills and experience to drive notable delivery improvement and contribute to organization’s growth. Summary of Qualifications

• More than 15 years in IT Service Delivery with experience in handling customers in various industries such as manufacturing, retail, banking and finance, automotive, and telecommunications

• More than 10 years of people management experience with focus on career, performance, staffing and compensation management

• Highly independent leader able to create and implement strategies to meet organization objectives

• Experience in expanding and setting-up of service delivery teams in multiple infrastructure technologies

• Excellent leadership, communication, presentation, project management, and interpersonal skills Work Experience

DXC Technology, formerly Hewlett-Packard Enterprise (July 2007 – Oct 2017) Infrastructure Technology Operations (ITO) Global Integration Program Manager (September 2016 – Oct 2017)

• Global optimization program Point of Contact for AMEA/ANZ delivery clusters and P&L region

• Actively engage with delivery cluster and region leads to assess maturity of optimization levers saturation

• Liaise between the delivery cluster and regions leads and the global optimization program to address requests and strengthen levers adoption

• Responsible for leading APJ migration activities to the Philippines center. Ensure company objectives of ratio of onshore/bestshore are met. Own, drive, coordinate and report through project management actions the status of migrations for the whole APJ region

• Responsible for transformation activities of organizations in the APJ region. Ensure all steps in process are applied and business units are set under standards Storage, Backup, and Unix Capability Manager (Dec 2013 – Sep 2016)

• Responsible for leading 200 individual contributors and 8 managers providing best in class Storage, Backup, and Unix service delivery to multiple global customers, delivering to the Service Level Agreement (SLA) and ensuring total customer satisfaction and high employee engagement

• Key accomplishments:

o Contributed $100k annual savings in FY15 by migrating global accounts from AMS region o Led Storage Services Management System (SSMS) Center of Excellence migration to the center with annualized savings of $75k

o Achieved $400k annual savings by avoiding financial penalties by aligning SLA contract with the service being delivered to the account

o Increased the center’s customer base by 40% by including more services and technologies in the capability portfolio

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o Contributed 10% efficiency saving for FY15 by streamlining day to day operations process and automation deployment

o Sustain high Backup Success Rate (BSR) with 95% of the accounts supported with Green BSR o Led the Global Operations Stability team for an Australian bank client. Worked collaboratively with various South Pacific teams to achieve 100% Configuration Management Database (CMDB) accuracy for all KPE environment

o Represented the center in Australia as part of the Client Exposure Mentoring Opportunity

(CEMO) APJ program which further aligned South Pacific Storage and Backup work to the Philippines center

o Led the Global Backup Monitoring Project. Worked closely with Bulgaria center for the deployment of globally approved Backup monitoring tool to 7 global delivery centers Software Services Capability Manager (May 2012 - Nov 2013)

• Responsible for leading 300 individual contributors and 13 managers that provided best in class end to end Database, Middleware, and Batch Management service delivery to more than 55 global HP customers

• Key accomplishments:

o Contributed 65% efficiency saving for FY13 through work absorption and team restructuring o Contributed 31% in financial savings for FY13 through standby and night shift cost reduction o Successfully recognized IC and managers through global and local recognitions program o Successfully implemented Problem Management to key account which resulted to 81% P1 ticket reduction

Monitoring Service Delivery Manager (Feb- Apr 2012)

• Responsible for leading over 55 permanent and contingent employees and 2 Service Delivery Leads that provide best in class Eyes-On-Glass, Incident Life Cycle Coordination, and Swivel Desk Support

• Ensured that teams meet SLA targets for all supported accounts in a monthly basis Wintel Service Delivery Manager (Jul 2007 – Feb 2012)

• Responsible for leading over 50 permanent employees that provide best in class end to end Windows server service delivery to multiple global customers

• Key accomplishments:

o Successfully transitioned HP PH first castled account with more than 3k Windows servers o Improved KPI across the organization 35 to 85 servers to engineer ratio at the end of FY12 o Delivered total of 20% efficiency savings for FY11 o Delivered $300k worth of cost savings for FY08 by transitioning a global manufacturing account from Malaysia to the Philippines center

o Reduced customer billing by almost $120k by standardizing tools and processes Trend Micro, Inc (Oct 2000 – June 2007)

Escalation Manager, European Technical Support Team

• Handled critical issues submitted to the support team from the EMEA region. Closely monitor high priority cases to ensure efficient handling and SLO standards

• Represented Philippine center in the annual Trend Micro Technical University held in Spain

• Conducted training in Singapore for Trend Micro Singapore BU with total of 50 participants, June 2006 3

Key Trainings and Certifications

Jan 2015 Client Exposure and Mentoring Opportunity (CEMO) Exchange Program HP Enterprise Oct 2014 The Experienced Manager

Mar 2012 DISC Assessment and Workshop

Jul 2011 Asia CEO Forum

Feb 2011 Leadership for Business Improvement

Jan 2011 Accelerating Business Decisions

Sep 2011 Managing Work Attitudes and Behaviors

Jul 2011 Culture of Personal Excellence

Jul 2009 Developing the Leader Within You

Nov 2007 7-Habits for Effective Managers

Mar 2007 Negotiating Successfully by Guthrie-Jensen Consultants Nov 2006 Certified Penetration Testing Specialist (CPTS) Training Sep 2006 Implementing,Managing,and Maintaining a Microsoft Windows Server Network Infrastructure Sep 2006 Handling Complaints by Guthrie-Jensen Consultants Aug 2006 Training the Trainers by Guthrie-Jensen Consultants Oct 2005 Administering IBM Lotus Domino Training

2008 ITIL V3 Certification

2007 Microsoft Certified Systems Administrator: Messaging Education

Master in Business Administration (undergraduate)

De La Salle University Ramon V. del Rosario College of Business RCBC Campus Extension, Makati City

Bachelor of Science in Computer Science, Major in Information Technology (April 2000) De La Salle University

Manila, Philippines

References

Available upon request



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