Service Manager
Resume:
Paul Nicolin S. Velasquez
Solution Quality Manager/Service Delivery Manager
adfehn@r.postjobfree.com
Summary
- 15 years experience industry experience with 8 years in Management ( team and resource management ), Leadership and Service Delivery Management utilizing knowledge and skills in Service management/ITIL building and developing processes within the Global Supply Chain landscape of Coca-Cola.
- Experienced in Information Technology Support Services with ITIL Service Management track record across global and regional solutions.
- Drives operational cost and incidents down with improved customer satisfaction making use of skills in Vendor Management, Project Management, Leadership, Process Improvements, Operational Excellence, Strategic thinking and Service stabilization covering all facets within the area of accountability of a fortune 500 business operation.
- Full Ownership and Accountability of all activities which are but not limited to; projects, support activities, process improvements, operational excellence and client engagement.
- Ensure compliance of teams to both Coca-cola standards ( documentation ), procedures and processes, as well as regulatory ( global,regional and country specific ) compliance of Coca-Cola.
- Ensuring the KPI/SLA are met with Quality. Preparing workforce plans and scheduling as well as resource allocation plan.
- Ensure that all IT services such as but not limited to Applications, Reports, Network, Servers, Support staff are available.
- Ensure that all projects both business funded and internal are complaint to processes and standards and followed all required guidelines prior to go-live.
- Strong Customer focus using in depth skills and knowledge across multiple technologies such as but not limited to SAP, Oracle, Datapass, Patrac, Business Intelligence, Portals and client servers.
- Work close with Organization leaders and Business stakeholders in continuously improving and optimizing day to day operations as well as lead and participate in leadership meetings. ( governance meetings, change advisory board meetings...etc )
- The point of contact between all stakeholders within the Coca Cola Supply Chain Business units with all resources and 3rd party service providers to ensure harmony between the business and IT services.
- Led teams covering Service Delivery, Continuous Improvement and Operational excellence initiatives, Incident Management, Problem management, Change management, Client Engagement/Delivery and Project implementation across multiple regions globally.
- Provided leadership, guidance, coaching, assessment and feedback as well as appraisals to team members. Experience
Company: COCA-COLA FAR EAST ( Jan 2014 – Aug 2018 ) Role: Solution Quality Manager
Accountable for operational excellence, performance management ( KPI's, SLA's ), initiative proposals, problem analysis and resolution, incident management, escalation point of business and key stakeholders, and the operational system change management governance. Identify and mitigate risks to service operations and delivery of solutions, working across Stakeholders, Clients, Service Providers, Technical Experts, Corporate leadership and Vendors partners. Service Delivery and Operations Management:
Continuously look for areas of improvement thru daily monitoring of red flag incidents that can and may be prevented thru process improvements.
Build Road that will show the path way thru continuous improvement and drive the initiative as well as monitor for results.
Be the central link across all stakeholders that and key resources who are accountable, responsible or simply need to be informed of all activities with the area of responsibility.
Manage and lead resources delivering services to the supply chain area ( FTD ) across different platforms and applications namely SAP ( covering modules APO, PP, QM, PM, WM, MM and SD ), OTM, PATRAC and WMRF through guiding, coaching and mitigating road blocks within the supply chain area.
Lead and develop strategic plans within one's area of responsibility by taking overall Executive direction and guidelines.
Key escalation point of contact between all parties within the area of responsibility as well as other personnel and key resources.
Ensure management metrics for incidents, change and problem management are within the provided SLA target and within quality.
Define, Assess and approve all document requirements to ensure they are updated, quality and within Coca-Cola Standards.
Ensure that all activities within the area of responsibility are done with guidelines and policy of the company.
Building and maintain a good relationship with the Business Units and key stakeholders.
Lead and manage regular standup meetings with Supply Chain Business units and key stakeholders. Provide current state of service area thru weekly, bi-weekly or monthly reports and presentations customizing each one fitting to the proper audience
( governance, client, resource team...etc )
INCIDENT MANAGEMENT:
Interface with all stakeholder and vendors for high priority incidents.
Collect, analyze and standardize reporting and metrics of Incidents, identifying trends and providing ways of mitigating risks thru problem and change management processes
Ensure all stakeholders get constant update of ongoing critical incidents and make sure communication lines are open between IT resources and business stakeholders.
Lead incident management conference calls during service outages to understand current processes and drive restoration of services quickly to end users while minimizing impact, thereby leading any and every resource needed to the resolution of critical incidents.
Conduct, review or lead critical incident debriefs taking a deep dive into details of incidents and seek ways of future prevention.
Conduct review of tickets and documentations that ensuring that they are within company standard and are repeatable and reusable.
Look for ways to continuously improve incident management process by seeking opportunities in moments of critical issues.
Track and report on key incident and problem management metrics
Manage and track all service providers to ensure resolution of incidents on time and with quality.
Provide guidance, coaching, training and leadership to all resources that provide service within ones area of responsibility as needed.
PROJECTS:
– Ensure that all projects are compliant to all standards, procedures and follow the appropriate process and procedures
– Ensure that partners and 3rd party service providers apply the appropriate charging to all activities
– Identify all risks and dependencies during the duration of the project to ensure a free flow of tasks up until go-live.
– Effectively communicate the state of the project to all stakeholders involved.
– Evaluate project proposals to ensure they don't have a negative impact to the organization as a whole ( technical, financial or efficiency wise )
– Ensure warranty ( hypercare ) is applied to all projects after go-live and proper transition from development team to support team is done.
– Lead discussions around decision points aiming towards a consensus and ensure alignment with Coca Cola's overall strategy and business units program objectives.
– Complete accountability of all technologies within The supply chain space such as but not limited to SAP ( APO, PP, MM, WM, QM, SD ), oracle, datapass, patrac, web portals.
CHANGE MANAGEMENT:
Handle the end-to-end change management process from request up to transport to production systems and go-live.
Ensuring all risks for any change can and has been mitigated to minimize negative impact or to minimize negative impact.
Manage all changes within the area of scope ensuring quality of work which includes job aids and documents, as well as proper transition of knowledge across all impacted units.
Ensure all stakeholders and service providers comply with the change management process
Provide leadership, coaching and assistance to all resources and personnel involved in change management processes.
Drive continuous improvements in service levels and customer satisfaction PROBLEM MANAGEMENT:
Assess and approve incidents and operational improvement initiatives that will require problem management activities.
Follow established problem management standards and ensure resolution is provided on time and with compliance of guidelines and policies.
Identify opportunities for improvement thru analysis of all data and feedback from business as well as resources and 3rd party service providers.
SUPPORT SERVICES MANAGEMENT
Lead all application production support activities (incident, problem, change management) for all Supply Chain Modules
Manage support (break/fix, how-to expertise, minor enhancements, monitoring, testing) for business applications or infrastructure to associates or third parties in order to maintain their productivity level (including international and fourth level break/fix support).
Perform problem and trend analysis to identify and correct repetitive problems and increase overall system availability.
Develop process models based on business requirements in order to determine the completeness of the information and process components.
Develop, maintain and provide d technical expertise in order to transfer knowledge, operating systems and other infrastructure components.
Develop application-specific standards and procedures, such as application error handling, in order to complete detailed design specifications.
VENDOR MANAGEMENT
Ensure all stakeholders and service providers comply with the change management process.
Lead vendor management activities and ensure that SLAs and quality support expectations are met.
Track and measure performance of vendors and partners, and provide recommendations for improvement.
Ensure operational efficiency of vendors and partners in achieving company goals and objectives. Company: HEWLETT PACKARD ASIA PACIFIC LTD. ( Sep 2010 – Nov 2013 ) Role: Global Delivery Line Manager (DLM) covering SAP ACCOUNT DELIVERY
- Overall accountable for global service
a. Maintenance of Service Level Agreements (SLAs)
b. Ensure delivery excellence via monitoring and tracking of Service Delivery metrics c. Manage client satisfaction via State-of-the-Business Report (SOBR)
- Define clear Roles & Responsibilities and set expectations with team
- Provide direct supervision, coaching, guidance, feedback and appraisal to all resources providing support work across all SAP modules namely APO, PP, QM, PM, WM, MM, SD, MDM and BW.
- Effective management of resources/teams to ensure delivery of services at the right cost, quality and within timescales
- Lead the DLM organization transformation
- Global escalation point
a. Lead escalations
b. Lead incident reviews for major outages
c. Support regional DLMs during escalations
d. Marketing of achievements and added value, as an input to regional client facing
- Supervise the work of the Regional Delivery Line Managers (DLMs)
- Make sure DLM team has the right capabilities, including future needs
- Have regular 1-1s with the Regional DLMs, provide coaching, direction and support to regional DLMs
- Planning, management, prioritization and monitoring of the workload of team members a. Organize the team to maximize flexibility
b. FTE capacity management
- Manage relationship with customers via weekly and monthly virtual meetings covering status, issues and action items, as well as process improvements
- Manage third party vendor performance through weekly and monthly reporting for Root Cause Analysis and Service improvements
Role: Client Delivery Lead ( MDP/Supply Chain )
ACCOUNT DELIVERY
- Accountable for Services delivered to the account a. Responsible for the day to day delivery of operational support for supply chain support b. Serve as an escalation point for significant issues, critical operational impacts, ongoing service impacts c. Understand and communicate client strategies to HP support team d. Understand and communicate HP support strategies to the client e. Define clear R&R and expectations of the support resources f. Performs Service Reviews with the accounts
- Work with internal Centers of Excellence (CoE) organization on the following items: Service Performance, Demand and Supply Management
- Provide direct supervision, coaching, guidance, feedback and appraisal of all resources providing support work across all SAP modules namely APO, PP, QM, PM, WM, MM, SD.
- Responsible for the revenue generated by the account and ensuring that the account meets its profit margin
- Strategic planning for the services / accounts
a. Operational improvement plans
b. Cost efficiency strategy
c. Leverage resources’ skills vs. team assignment
- Participate in Pursuit Deals
- Provide Team assessment and feedback as well as appraisals to team members. Defend ratings of team members as needed to leadership as well as recommendations for role changes and promotions. Role: Service Delivery Lead ( Planning to Execution; APO, PP, PE ) ACCOUNT DELIVERY
- Ensure operational excellence by monitoring and ensuring team goals and key contractual commitments are met (e.g. SLAs or service delivery goals)
a. Resolve/monitor moderately complex customer escalations as appropriate b. Ensure that operational support is provided 24 hours a day, 7 days a week c. Ensure compliance to ITIL & ISO standards
- Provide day-to-day supervision of team members
a. Serve as 1st level of escalation for their respective areas of service (APO / PP / PE) b. Responsible for team and resource utilization
c. Ensure that all of the staff understand and comply with HP & KO policies and standards d. Manage workload distribution of the team members e. Responsible for timeliness and accuracy on CATS & OMEGA tracking for their respective team f. Provide input to training needs assessment for their team members as needed g. Accountable for resource on-boarding to his/her team h. Provide inputs on Performance Review process for team members i. Nominate candidates for Rewards & Recognition Program
- Responsible for growth of existing service
a. Conduct periodic Service Delivery Reviews with customer (weekly and/or monthly) b. Manage Service Improvement Plans: Identify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit c. Work with senior technical leads to develop technical business strategy for team d. Actively participate in management steering when needed Company: ACCENTURE ( May 2008 – Sep 2010 )
Role : SAP APO Deployment Lead
- Lead the Implementation of APO DP and SNP for localization
- Lead the training and workshop of users
- Perform gap analysis and requirements gathering for implementing SAP APO DP and SNP
- Implement Functional design and system configurations for APO a. Demand Planning
b. Demand Requirements Planning
c. Capacity Planning
d. Deployment Planning
e. Transport Load Builder
f. Subcontracting
Role: Forecast to Deployment Lead
- Gather Client Requirements on both Global and Local Levels
- Analyze Business Process Scenario and translate into User SAP simulations a. Demand Planning
b. Demand Requirements Planning
c. Transport Load Builder
d. Subcontracting
e. Capacity Planning
f. Plant Maintenance
- Delegation of tasks to team members as well as re-assigning and monitoring work across process areas
- Create training materials and training simulations
- Work closely with client counterparts in resolving issues or risks that may delay progress of work Role: SAP APO training consultant
- Conduct SAP overview training covering APO
- Map Company requirements/current business need with SAP capability Role: Functional Consultant
- Create functional Specifications for APO
- Create Test scenarios
- Documentation of business scenarios and configuration Role: Training Process lead
- Validate Training Curriculum for assigned process area
- Progress Tracking and Status Reporting of Training Deliverables for assigned process area
- Communicate updates to training design and standards
- Escalate issues and risks to Training Manager
- Validate Training Curriculum for assigned process area(s)
- Understand the business process and be able to provide suggestions for the training curriculum Role: SAP APO Functional Analyst
- Configure APO-SNP Customizing
- Create and Update Planning books
- Define Jobs and Variants
- Define proper master data setup
- Matching and Mapping of Business Processes with the Necessary Solutions
- Prepare documentation of Business Scenarios and Configuration for reference Company: HEWLETT PACKARD ASIA PACIFIC LTD. ( Jun 2006 – May 2008 ) Role : Regional Incident Manager Role
- Ensure that SLA’s are met
- Process Improvements
- Client Management
Role: Application Management and Technology Consultant
- APO Distribution Requirements Planning Service Management a. Creating/Monitoring/Changing Jobs
b. Creating/Monitoring/Changing Variants
c. Ticket resolution
Company: SOFTWARE VENTURES INTERNATIONAL ( May 2004 – May 2006 ) Role: Team Lead
- Delegation of tasks
- Performance Evaluation of team members
- Mentoring of team members for procedures in executing tasks
- Creating the team shift schedule
- Status reporting
Role: Production Support
- Program Analysis
- Revisions of programs
- Program Testing
- Investigation of the root cause of flaws, erroneous data in files/reports
- Recommendation of possible fixes
Education
University Degree Year Graduated
Don Bosco Technical College BS Electronics and Communications Engineering (ECE) 2003 Certification
Course Company/Vendor Year taken
ITIL Exin/HP 2006
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