Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
Hnin Ei Lwin

Hnin Ei Lwin

Singapore

Summary

Strategic Client Account & Service Delivery Leader with 10+ years of success managing complex client portfolios, cross-functional delivery teams, and APAC-wide IT/IoT operations. Proven ability to lead regional service delivery, technical support management, strengthen executive client relationships, and drive operational excellence using ITIL frameworks. Adept at aligning delivery with business growth, identifying upsell opportunities, and acting as the voice of the client. Experienced in shared services operations, vendor governance, and enterprise support systems (JIRA, Confluence, GCP).

Overview

13
13
years of professional experience
1
1
Certification

Work History

Regional Service Delivery & Client Success Manager (APAC)

UnaBiz Pte Ltd ( New Owner of Sigfox)
08.2023 - Current
  • Lead strategic service delivery project across 8 APAC countries, aligning operational performance with business growth goals.
  • Serve as the primary escalation and relationship manager for C-level client stakeholders, ensuring satisfaction, proactive communication, and delivery consistency.
  • Standardized monthly account review frameworks across APAC, improving reporting accuracy and reducing partner complaints by 30%.
  • Collaborated with global EMEA functions to improve escalation workflows, reducing resolution times by 25%.
  • Directed SLA/KPI tracking and reporting using JIRA, improving SLA compliance by 20%.
  • Oversaw financial tracking, resource allocation, and risk mitigation for concurrent delivery projects.
  • Champion continuous improvement by integrating lessons learned into updated service processes, governance structures, and knowledge base documentation.
  • Play a key role in identifying and supporting account growth opportunities by improving partner service maturity and highlighting upsell potential.
  • Participated in Change Advisory Board reviews and managed full lifecycle of change requests for critical infrastructure updates.
  • Manage support teams across APAC (6–10 staff), improving response quality, operational readiness and service performance.
  • Monitored key performance indicators to assess account health and drive strategic initiatives.
  • Led onboarding processes, ensuring seamless integration of services for new clients.
  • Collaborated with cross-functional teams to resolve complex client issues efficiently.
  • Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.

Regional Project & Technical Account Manager (APAC)

Sigfox Singapore Pte Ltd
10.2017 - 07.2023
  • Managed end to end service delivery project and technical account operations for key clients in Japan, Australia, New Zealand, Hong Kong, Singapore, Taiwan, and Korea.
  • led end-to-end project delivery for large-scale IoT deployments across APAC and data-driven infrastructure monitoring systems successfully
  • Led cross-functional teams to deliver customized solutions that exceeded client expectations.
  • Acted as the single point of contact for stakeholders including C-Level Executive and external partners for all support, deployment, and escalation issues, ensuring SLA adherence and strategic alignment.
  • Led monthly service reviews, SLA reporting, and partner alignment sessions to drive partner satisfaction and account growth.
  • Handled incident, change, and request management in ITIL-based shared services model using JIRA and Confluence.
  • Oversaw IoT network deployment projects, including project rollout, site audits, and client onboarding across multiple APAC countries.
  • Ensured operational excellence by driving partner maturity assessments, training sessions, and improvement initiatives across the partner ecosystem.
  • Managed regional technical support team L1/L2; ensured SLA governance, performance reviews and talent development.
  • Collaborated with cross-functional departments (Legal, Finance, R&D, Product, Sales) to deliver seamless client onboarding and contract fulfillment.
  • Supported OSS/BSS platforms and client-facing processes such as billing validation, usage data, and API integration.
  • Contributed directly to account retention and partner renewal success by maintaining strong executive relationships and ensuring service excellence.

Senior Technical Support Engineer

Advantech Co., Singapore Pte Ltd
09.2013 - 10.2017
  • Technical support for Pre/Post Sales, customer support for SAP region and company MIS function
  • Manage customer technical call inquiry.
  • Contribute pre-sales advisory to sales team for Industry 4.0 solutions, focusing on smart factory systems, IoT edge devices, industrial automation platforms
  • Investigating, diagnosing, and solving software, hardware, and systems failures through established procedures
  • Analysing customer issues and developing necessary actions and ensuring optimal levels of customer satisfaction to provide appropriate support.
  • Verification of product quality issues to understand the reason causes the quality problem and fulfil the customer’s quality requirement.
  • Single point of contact in managing all aspects of field-return discrepant material RMA and Failure Analysis activities and ensuring closed-loop communications to all concerned parties (including the Product support team, QA/QC team from Taiwan, China, Germany and worldwide team)
  • Analyse, support, and solve technical issues of BIOS, Operating System, porting, or checking of software settings.
  • Data collection and analysis to generate weekly/monthly/quarterly update reports to management.
  • Interaction with customers for technical inquiries and managing technical support.
  • Update customers in a timely fashion regarding the status of quality issues or any requests
  • Mainly support South Asia Pacific Region for technical related matters
  • Establishing a support program with branch offices worldwide
  • Monitor the LAN/WAN network environment including routers, switches, Wi-Fi, Internet access and software applications for MIS support.
  • Reason for leaving: to get better experiences and challenging working environment for my career prospect.

Project Engineer

Chinco Alarm(S) Pte Ltd
05.2012 - 08.2013
  • Monitor the LAN/WAN network environment including routers, switches, Internet access, and software applications.
  • Assist in providing support for computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.
  • Configuration of Routers, Switches, and Controllers
  • Involved in Design, Plan, Develop, and Deploy cost-effective wireless infrastructure project (Wi-Fi: IEEE 802.11 a/b/g/n) in the county of Southeast Asia
  • Initiated different presentation sessions to explore and share the advanced technologies being researched and used, e.g., Wireless Mesh Networks, 802.11 standards, VPNs, Hotspot 2.0, VoIP, etc.
  • Liaise with different vendors, suppliers such as Ruckus/Function/Ligowave to cater project’s requirements (Vendor Management)
  • Assist in the project management and coordination with vendors.
  • Conducted periodic performance tests on Wireless Communication systems (Access Points, backhaul, Controller, etc...)
  • Sourcing and recommending the equipment for wireless communications for better performance integration.
  • Acquired training on the existing Security Systems/products like Digital Surveillance CCTV Systems, Wireless Technologies, Access Control systems.

Education

Master of Science - Communication Software & Networks

Nanyang Technological University (NTU)
01.2012

Bachelor of Engineering - Information Technology

Yangon Technological University (YTU)
01.2007

Skills

  • ITIL framework expertise
  • Client Relationship Management
  • Comprehensive project delivery management
  • Oversight of SLA and KPI compliance
  • Collaborative leadership
  • Incident & Change Management
  • JIRA, Confluence, SQL
  • GCP, AWS, RESTful API
  • IoT, Telecom, Cloud Platforms,SAP

Certification

  • Project Management Foundation – LinkedIn
  • ITIL 4 Foundation in IT Service Management – PeopleCert (2024)
  • ISO 9001:2015 Internal Auditor(Process Risk and Performance Based Approach) – Neville Clarke
  • Hardware & Network Engineering – MST Education Centre

Languages

English (Fluent)
Myanmar (Native)

Timeline

Regional Service Delivery & Client Success Manager (APAC)

UnaBiz Pte Ltd ( New Owner of Sigfox)
08.2023 - Current

Regional Project & Technical Account Manager (APAC)

Sigfox Singapore Pte Ltd
10.2017 - 07.2023

Senior Technical Support Engineer

Advantech Co., Singapore Pte Ltd
09.2013 - 10.2017

Project Engineer

Chinco Alarm(S) Pte Ltd
05.2012 - 08.2013

Bachelor of Engineering - Information Technology

Yangon Technological University (YTU)

Master of Science - Communication Software & Networks

Nanyang Technological University (NTU)

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