IT Service Delivery Manager
Atos
مجموع سنوات الخبرة :9 years, 0 أشهر
• Spearheaded cross-funconal teams to deliver high-quality IT services, projects consistently achieving key performance indicators and enhancing customer sasfacon.
• Pioneered service improvement plans, driving operaonal excellence and ensuring alignment with strategic business objecves.
• Culvated robust relaonships with stakeholders, fostering trust and collaboraon to facilitate seamless IT and customer service delivery.
• Championed the adopon of ITIL best pracces, opmizing processes for eficiency and reliability in service management.
• Managed services level agreements with a keen focus on compliance, migang risks, and delivering on commitments.
• Led team to win Silver Accolade Award for Disaster Recovery project in 2023
• Exceeded YOY growth addional services from client by 10%
• Remote Artificial Intelligence training to deliver elite performance outcomes.
• Amplified user search experiences through meticulous enhancements.
• Achieved optimization of over 10, 000 search keywords for superior retrieval accuracy.
• Refined content categorization processes for increased efficiency.
• Proficient in the utilization of advanced search engine tools.
• Significantly improved search relevancy metrics, elevating data precision.
• Boosted user search experience
• Optimized 10K+ keywords
• Led 50+ local team and 10+ offshore team to top service metrics
• Slashed response times by 25%
• Boosted client satisfaction by 20%
• Drove 10% cost reduction in ops
• Pioneered a client-centric culture to deliver top-noch concierge services
• Manage Quality Assurance, Learning & Development, Supervisor and Assistant Manager to provide functional support
• Crisis management and act as the point of contact during BCP and DRP during COVID-19
• Digital transformation project such as self-service order/payment portal and customer interface
• Led a professional RM team of 15 to sales enablement success for UHNWI/HNWI
• Championed a customer-first culture
• Implemented key account growth plans
• Enhanced team productivity by 25%
• Boosted client retention by 10% in 2016-2017
• Pioneered a CRM strategy overhaul to strengthen channel management
• Achieved exceptionally strong NPS improvement from Q1 13.7% to Q3 58.1%
• Drove exceptionally strong travel revenue growth in 2016/2017 and lodging sales
• Drive contact centre operation transformation from phone/email to self-automated/fully automated platform
Since then, continuing education,training,learning such as Completed Advanced Google Analytics AWS Partner Sales Accreditation Introduction to Copilot for Microsoft 365 Google Cybersecurity Professional Certificate