Service Now
Dan Pillai
Senior Manager
Singapore
Summary
Forward-thinking Delivery Manager equipped to handle large-scale delivery planning and execution. Proficient in driving service operations and increasing customer engagement and satisfaction with hands-on approach at each stage. Trains, mentors and motivates staff for maximum performance.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
4
4
Languages
Work History
Regional Service Delivery Manager
NTT Data
6 2020 - Current
- Supervised Managed Security Services in APAC for top Japanese Financial institutions with TCV of close to 80 Million USD.
- Oversaw daily operations of delivery team, ensuring timely completion of tasks and adherence to company policies.
- Engaged customers to discuss business needs and explore opportunities to increase sales.
- Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
- Championed customer-centric approach, consistently seeking feedback from clients to make improvements and enhance overall delivery experience.
- Strategically focused to identify and grow business with clients.
- C-level stakeholder relationship management.
Service Delivery Manager
Blackbox Network Services
02.2019 - 09.2019
- Manage day-to-day field service operations of installation, delivery and deployment of technical resources for data center cabling.
- Managing the P&L, overall budget and monthly billing
APAC Vendor & Contract Management; including KPI and SLA. - Implement operational processes, manage performance and improvement.
- Maintain and enhance strong customer service-oriented environment focused on problem prediction, detection and resolution.
- Own and manage quarterly business review.
- Contributed to internal and external account reviews.
Service Delivery Manager
Jardine Matheson
11.2014 - 02.2019
- Directed Manpower Outsourcing and Managed Services.
- Oversaw the P&L and overall budget.
- Administered KPI and SLA for Managed Services.
- Governed Incident, Request, Change and Escalation processes, ensuring high levels of performance
- Developed and nurtured management relationships with customer.
Service Delivery Manager
Hewlett Packard
11.2009 - 10.2014
- Managed SLA and desktop support services for 13 Singapore Government Ministries.
- Governed 30 engineers deployed to various Government Ministries and their performance.
- Oversaw transition of desktop support from NCS to HP for 6 Government Ministries.
- Developed and nurtured management relationships with customer.
- Lead cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services.
Helpdesk Executive
National Computer Systems (NCS)
06.2008 - 09.2009
- Answer customer calls and log problem cases.
- Diagnose, troubleshoot and resolve user's technical issues.
- Hardware troubleshooting & Network Configurations
IT Specialist
Dimension Data
05.2007 - 06.2008
- Performed helpdesk support. Managed over 50 customer calls per day.
- Monitored clients network devices are up and running.
- Basic troubleshooting and escalate to second level support.
Education
Master of Business Administration -
Coventry University
Singapore 06.2020 - 05.2021
Bachelor of Science (Hons) - Business Management -
London South Bank University
Singapore 06.2012 - 05.2014
Skills
ITIL 4
Service and Performance Improvement
APAC Client & Vendor Management
Business Planning & Negotiation
Budgeting & P&L
Contract Management
KPI & SLA Implementation & Management
IT Managed Services
Customer Service Management
Leadership
Incident, Problem & Change Management
Stakeholder Management
Lean principles
Team Supervision
Cost Reduction
Websites
Certification
Certified Scrum Master
Accomplishments
- Prepared and established end to end APAC cabling process for Bank of America Merrill Lynch (Blackbox)
- Implemented and rolled out ITSM Tool (Service Now) for Blackbox
- Participate and successfully re-secured a $4millions managed services contract, 2017 (JOS)
- Improved and achieved SLA's compliance, from 55% to 90% and above, 2016 (JOS)
- Transformed one of on-site desktop support team to be highly successful, with 6 engineers (out of 12) including Site-Lead, winning Strive for Performance Excellence Award, 2013 (HP)
- Successfully managed and completed the transition of Desktop Support Service from NCS to HP, 2012 (HP)
Awards
- Teamwork - Recognition Award (2013)
- Innovation - Recognition Award (2013)
- Execution - Recognition Award (2013)
- Performance Award (2012)
- Customer Compliment Letter (2009 - 2010)
- Performance Awards (2008 - 2009)
- Best Employee of the month (2008)
Software
MS Suite
Adobe Premiere
Timeline
Master of Business Administration -
Coventry University
06.2020 - 05.2021
Service Delivery Manager
Blackbox Network Services
02.2019 - 09.2019
Service Delivery Manager
Jardine Matheson
11.2014 - 02.2019
Bachelor of Science (Hons) - Business Management -
London South Bank University
06.2012 - 05.2014
Service Delivery Manager
Hewlett Packard
11.2009 - 10.2014
Helpdesk Executive
National Computer Systems (NCS)
06.2008 - 09.2009
IT Specialist
Dimension Data
05.2007 - 06.2008
Regional Service Delivery Manager
NTT Data
6 2020 - Current