Client Delivery Leader

Ralph Vincent De Leon Ong

Unit ***, Chateau Verde, Kaimito Street, Valle Verde 1, Brgy. Ugong, Pasig City

+ (63-917*******, + 632-***-****

*******@*****.***

CAREER OBJECTIVE

To assume a position that allows strategic management of resources such as budget, skills, systems, processes to better the company position in the marketplace.

PROFESSIONAL SUMMARY

Results-driven IT professional with over 10 years experience in service and client delivery. Experience focused in managing accounts primarily on fast-moving consumer goods and telco industry. Experience with P&L accountability and financial forecasting. 10 years in a global shared services environment handling remote teams handling SAP Finance/Controlling.

PROFESSIONAL CERTIFICATIONS

SAP FI ECC6.0 Associate Certificate, Sept2009

IT Infrastructure Library (ITIL) OSA, Practitioner Certificate in Support and Restore, Nov2011

IT Infrastructure Library (ITIL) IPSR, Certificate in Support and Restore, Sept2007

IT Infrastructure Library (ITIL) Foundation, Certificate in IT Service Management, April 2006

PROFESSIONAL EXPERIENCE

Hewlett Packard Enterprise

June 2015 - Present

Client Delivery Leader for Telefonica (Present role)

-Ensure overall service delivery based on Service Level Agreements

-Manage account budget, financial forecasts (operating budget of €1.1 million per year)

-Drive down cost components (labor, training, overhead) through off-shoring of labor from Spain and other high-cost centers to Manila

-Drive operational efficiencies and best practices

-Manage labor demand and staffing

-Create/manage/ service delivery model

-Organizational planning

Philip Morris International (PMFTC)

Dec 2014 - May 2015

Manager for IS Planning and Customer Services (Dec 2014 - May 2015)

-Ensure overall delivery for end-user computing technology services and projects (Microsoft technologies)

-Manage cost for the cost-center (operating budget of $4million per year)

-Manage all end-user suppliers (Globe, Dell, Phildata, etc)

-Execute rolling forecasts and tracking of actual operational and capital expenditure for the Philip Morris Information Services

-Act as overall planner for the IS function

-Liaise with other business functions to ensure end-user satisfaction

-Organizational planning for the team

-People management

Hewlett-Packard Asia Pacific Ltd. (ROHQ)

Feb 2006– Dec 2014

Account Delivery Manager for SAP FI/CO - P&G Account (Jan 2014 - Dec 2014)

-Ensure overall service delivery based on Service Level Agreements

-Improve capability and capacity for SAP FI/CO delivery

-Manage resources (including people, technology, budget, knowledge) to ensure efficient and effective delivery of service

-Drive down costs and ensure appropriate allocation of budget in terms of investment in trainings/rewards and recognition/employee engagement activities

-Career management of human resource within the team

-Deliberation and calibration of performance for human resource

-Drive operational efficiencies and best practices

-Keep up to date on industry standards such as ITIL, CMMI and ISO27K

-Organizational planning to ensure appropriate succession planning and continuity of service

Service Delivery Manager, Procter and Gamble Financial Services and Solutions EMEA Region (Apr 2013 - Dec 2014)

-Ensure overall service delivery based on Service Level Agreements

-Improve capability and capacity for SAP FI/CO delivery

-Manage resources (including people, technology, budget, knowledge) to ensure efficient and effective delivery of service

-Drive down costs and ensure appropriate allocation of budget in terms of investment in trainings/rewards and recognition/employee engagement activities

-Career management of human resource within the team

-Deliberation and calibration of performance for human resource

-Drive operational efficiencies and best practices

-Keep up to date on industry standards such as ITIL, CMMI and ISO27K

-Organizational planning to ensure appropriate succession planning and continuity of service

Service Level Manager Payment and Banking Services (Jan 2012 – Apr 2013)

-Identifying business requirements by working with business units

- Establishing the scope of services, timeliness, hours of operation, recovery aspects, and service performance

- Translating business requirements into IT requirements

- Developing and maintaining a service catalog, including costs for different tiers of service performance

- Performing gap analysis between business requirements and available services.

- Determining the costs related to services such that service goals satisfy business needs at a price the business can afford

- Drafting, negotiating and refining SLAs with the business units, ensuring business requirements are met and agreement from all parties involved

- Implementing SLAs

- Measuring SLA performance, reporting results and adjusting as necessary

Team Leader Payment and Banking Services (Nov 2008 – Apr 2013)

- addresses feedback raised by customers

-consolidates and relays information back to Onshore Client Managers

-Ensures that all agreements made with customers are aligned with processes of HP FSS AM and are documented and approved by all parties involved

-Ensures full alignment of customer planning (month-end, implementations) and HP FSS AM planning (system downtime, regression testing schedule, QMR, planned outages, etc.)

-Ensures customers understand and adhere to FSS AM processes and any gaps identified addressed

-Owns all technical escalations for the row including leading technical escalation calls with primary specialists

-Assesses if an escalation will be opened for the critical issue raised and flags the Customer Service Manager to raise the escalation

-Ensures that all critical issues are addressed on time and escalated to team leader/manager if need be. Critical issues include those opened for another region.

-Ensures that all learnings both technical and process for the row are cascaded back to the team

-Ensures that row meets and/or is above the aligned critical and key measures and creates and tracks action steps if the targets are not met

-Ensures that capacity and capability are addressed for the row. Any gaps including trainings, key resources are worked back with Team Leader and Manager.

ITIL Problem Management Process Owner (Nov 2010 – Apr 2013)

-Manages and guides the implementation of the PM Process and related tools within its respective organization/service line.

-Sets up measures and audit mechanisms for PM implementation and compliancy (e.g. Controlled Self Assessment - CSA).

-Monthly PM Reporting: Sends out Monthly Executive Summary Report to P&G FSS Business Support Specialists (BSS), P&G FSS 3rd Level Support, P&G FSS Governance and HP FSS Application Management Team.

SAP NGDC Migration SPOC (August 2010 – Feb 2011)

-aligns defect resolution for SAP upgrades to all of FI/CO module

-aligns testing processes with business operations

-communicates with the business operations for any announcements

-communicates project phase updates

-aligns hyper care support process post-migration

SAP Quality Maintenance Release FSS SPOC (Sep 2009 – July 2010)

-aligns defect resolution for SAP upgrades to all of FI/CO module

-aligns testing processes with business operations

-communicates with SAP and works back with them for resolution of any issues

-communicates with the business operations for any announcements

-communicates project phase updates

Incident Specialist (Feb2006–Nov 2008)

- provides intermediate incident management support to SAP FI-CO rows: Treasury Banking

-meets defined Service Level Agreements on issue resolution

-resolves incidents in partnership with users, business experts and product managers

-investigation/analysis of various system errors, report generation

Change Manager (Aug 2006–Aug 2008 )

-implements approved changes efficiently, cost effectively and with minimal risk to the existing

and the new IT infrastructure as the global change manager specifically for SAP FI-CO Treasury Banking

-maintains smooth flow of the monthly change cycle by consistent improvement and alignment

of various internal processes

-attends Change Advisory Board monthly meetings to discuss open change items

HP-Ateneo Recruitment Head (Feb 2006 – Feb 2008)

-Handles recruitment activities of HP with Ateneo De Manila University

PROJECTS

Gillette South Africa (Mar 2007–Jan 2008)

Gillette AAI (June 2006 – Sep 2006)

SAP Finance Systems Project SPOC

-supports/assists in the preparation of Business Acceptance Testing. Specifically, to act as a transition point between the business and technical requirements of the project.

-participates on project team meetings

-performs verification based on test plans approved by the business and acquire business expert sign-off after completion of testing

-provides support to end-users, troubleshoot and resolve issues after project implementation

Soluziona/Indra Philippines

August 2004 – Feb 2006

Junior Consultant Financial Management Systems

- provides incident management support to Meralco Capital Projects, Budget and Fixed Assets module

-provides system analysis and recommendation to Meralco Management

TRAININGS/SEMINARS

Hewlett-Packard Asia Pacific Ltd, Philippines

Soft Skills

Developing the leader within you, April 2009

7 Habits of Highly Effective People, April 2008

Effective Oral Communications, February, 2008

Effective Email Writing, Oct, 2007

Managing Customer Relations, Apr 2006

Technical Skills

SAP FI ECC6.0 Associate Certificate, Sept2009

Project Management Training, Oct 2007

SAP ABAP Basics Training, March 2007

Service Management Career Path, February 2006

Problem, Change and Incident (PCIM) Management Training, May 2006

IT Infrastructure Library (ITIL) Foundation Training for Service Management, April 2006

Integrated Global Development Environment (IGDE) Training, Mar 2006

SAP R/3 Finance Overview, Feb 2006

Soluziona/Indra Philippines

Soft Skills

Managing Customers, March 2005

Working Effectively, April 2005

Technical Skills

NATURAL Programming, mainframe programming, October 2004

Visual Basic Programming, November 2004

Ateneo De Manila University, Philippines

Information Technology as Business Strategy,2003

Seven Habits of Highly Effective People, 2003

Information Technology in Practice, 2002

SKILL SET

PROGRAMMING LANGUAGES AND DEVELOPMENT TOOLS/TECHNOLOGIES

Knowledge in SAP R/3 FI-CO, SD modules (Versions 4.7 and mySAP ERP), Treasury Banking

Knowledge in Java, Turbo C/C++, Shell Scripting, Visual Basic Dot Net

Knowledge in ABAP 4, HTML, XML, JavaScript,

Knowledge in Microsoft Office applications (MS Word, MS Excel and MS Power Point)

Operating System

oProficient in MS DOS and Microsoft Windows Version 95,98, ME, XP

oKnowledgeable in Unix Operating System

Database System Tools

oKnowledge in Oracle, MySQL, Foxbase and MS Access

oKnowledge in Oracle Developer 2000

EDUCATION

Degree

B.S. Management Information Systems, Ateneo De Manila University, March 2004.

Dean’s Lister 2001-2002

Undergraduate Work-related Projects, 2004

Conducted Information System Analysis for FORD, MakatiCity, 2003

Team Programmer in the creation of an online betting community in its Beta version, 2003

Team member in creating the self-assessment test website for the Ateneo Placement Office, 2003

Team member in creating IT solution for Goodyear Servitek transaction system, 2002

Affiliation

ADMU Management Information Association (MISA) – Member (2000-2004)

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