Irene Ho
Summary
With 19 years of experience in the IT telecommunications industry and the last 6 years in the data center industry, I've developed a robust skill set in customer service, sales support, and operational leadership. My strengths lie in collaborating with global teams, engaging with partners, and supporting end customers. I'm passionate about understanding and improving business processes for partners and customers.
I thrive in roles that demand high interpersonal skills and have a proven track record in customer service, sales support, and operational leadership. I excel at building and maintaining strong relationships to drive positive engagement. I leverage strategic planning and communication skills to develop and implement effective programs. My track record demonstrates my ability to foster collaboration and achieve goals through well-coordinated efforts.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Lessor Relationship Manager, APAC
Microsoft
06.2024 - Current
- Conducted comprehensive reporting, analysis, and insight identification to evaluate current lessor performance.
- Identified key regional insights and provided strategic recommendations for short and long-term improvement programs, significantly enhancing lessor performance and strengthening partnerships with Microsoft.
- Collaborated closely with key lessors to identify gaps, proactively develop solutions, and manage programs to successful completion.
- Supported the leasing team through the Lessor Champion and Lessor Executive sponsor programs, driving engagement and performance.
- Developed and collated detailed briefing documents for effective lessor engagement sessions.
- Organized and managed end-to-end key strategic rhythm of business sessions with lessors, ensuring alignment and progress.
- Conducted in-depth analysis to drive continuous improvement in lessor performance.
- Assisted leadership in developing high-impact strategies to enhance lessor performance, contributing to strategic white papers and presentations.
- Analyzed lessor performance, identified critical insights, issues, and areas for improvement, and implemented programs locally, aligning with global standards.
- Built and maintained strong working relationships with lessors, collaborating with the global leasing team to influence and engage lessors, proactively identifying optimal solutions and ensuring successful delivery.
Infrastructure Partner Manager, APAC
Amazon Asia-Pacific Resources Private Limited
08.2020 - 05.2024
- Spearheaded cross-organizational business reviews with key infrastructure providers, ensuring alignment and strategic collaboration.
- Developed and implemented robust infrastructure risk reduction and mitigation solutions, enhancing overall system resilience.
- Drove targeted improvement initiatives to elevate service performance with specific vendors, achieving measurable results.
- Managed commercial and operational relationships with key infrastructure vendors, fostering strong partnerships and mutual growth.
- Facilitated issue resolution and ongoing performance improvement efforts, ensuring seamless operations.
- Designed and implemented innovative projects, initiatives, and process improvements to enhance user experiences.
- Served as a subject matter expert on AWS’s commercial relationships and service performance, providing valuable insights and guidance.
- Collaborated with global teams to manage commercial relationships and drive service improvement across a large, global portfolio, ensuring consistent excellence.
Manager, Contract Management
Keppel Data Centres Holding Pte Ltd
01.2018 - 07.2020
- Ensured compliance with contract obligations for key accounts, maintaining high standards and accountability.
- Conducted thorough reviews of contracts to identify and mitigate commercial and operational risks.
- Liaised with operational stakeholders on contract changes, pricing, and SLAs, ensuring alignment and clarity.
- Advocated for stakeholders, bridging gaps between customers and internal teams to foster strong relationships.
- Monitored and communicated key milestones, proactively identifying and resolving potential issues.
- Developed and implemented commercial risk mitigation strategies, supporting complex contract negotiations.
- Led quarterly business reviews on key accounts, driving continuous improvement and performance.
- Collaborated with global teams to ensure contract deliverables were understood and monitored for compliance.
- Played a key role in the Business Continuity Planning (BCP) task force during COVID-19, managing crisis situations, lessor communications, daily data centre communications, and developing new social reminders across all facilities.
Head of Operations – Channel Partners, Asia, Middl
BT SIngapore Pte Ltd
11.2014 - 12.2017
- Held accountability for service, project, contract management, and financial performance for Channel Partners, ensuring excellence in all areas.
- Cultivated and maintained strong customer relationships, driving satisfaction and loyalty.
- Ensured contract commitments were met within cost targets, contributing to revenue growth.
- Facilitated comprehensive project and revenue reporting, proactively identifying and mitigating risks.
- Led a post-sales organization, overseeing the order and installation of BT products, and managed a team of 5 across Malaysia, Singapore, and the UK.
- Provided training and documented processes for Channel Partners and internal teams, enhancing efficiency and knowledge sharing.
- Collaborated with global teams to ensure seamless Lead2Cash processes for partners, driving operational success.
Head of Indirect Channels – Post-sales, APAC
BT Singapore Pte Ltd
07.2008 - 11.2014
- Oversaw service delivery and financial performance for Indirect Partners, ensuring excellence and efficiency.
- Managed a portfolio of channels and contracts valued at over USD 50M, driving significant business growth.
- Led the global Virtual Country Representative organization for BT MPLS local access circuits, managing a diverse team of 4 permanent staff and 3 contract staff across multiple regions.
- Provided comprehensive training and documented processes for Indirect Channel partners, enhancing their capabilities and performance.
- Managed project implementation and resolved issues promptly to ensure high levels of customer satisfaction.
- Collaborated with global teams to handle the quote, order, and installation of BT MPLS local access circuits, ensuring seamless operations.
- Led the team to successfully complete a full network migration of 250 MPLS ports to new systems, demonstrating strong leadership and technical expertise.
- Traveled across APAC to train partners on new products and systems, accommodating different language capabilities and cultural nuances.
Sales Support Manager
BT Singapore Pte Ltd
02.2005 - 06.2008
- Developed innovative solutions to sales challenges, maximizing business opportunities and driving growth.
- Effectively communicated the progress of monthly and quarterly initiatives to both internal and external sales teams, ensuring alignment and transparency.
- Provided comprehensive support for sales bids and RFPs, ensuring operating margins were met and exceeded.
- Efficiently submitted, tracked, and managed customer orders using the Siebel-based Order Management System, ensuring accuracy and timeliness.
- Liaised with Finance to deliver accurate revenue forecasts and managed local access and CPE suppliers, optimizing financial performance.
- Collaborated with global teams to support sales and customer service activities, fostering a cohesive and high-performing environment.
Education
Business Studies
PSB Academy, Singapore
12-2012
Skills
- Relationship building and management
- Excellent communication
- Multicultural sensitivity
- Crisis management
- Partnership development
- Corporate social responsibility
- Strategic management
- Problem-solving
- Adaptability and flexibility
- Customer engagement
Certification
- Data Center Practitioner, DCD>Academy, November 2022
- Certified Data Centre Design Professional (CDCDP®), CNet Training, March 2021
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Chinese (Cantonese)
Advanced (C1)
Timeline
Lessor Relationship Manager, APAC
Microsoft
06.2024 - Current
Infrastructure Partner Manager, APAC
Amazon Asia-Pacific Resources Private Limited
08.2020 - 05.2024
Manager, Contract Management
Keppel Data Centres Holding Pte Ltd
01.2018 - 07.2020
Head of Operations – Channel Partners, Asia, Middl
BT SIngapore Pte Ltd
11.2014 - 12.2017
Head of Indirect Channels – Post-sales, APAC
BT Singapore Pte Ltd
07.2008 - 11.2014
Sales Support Manager
BT Singapore Pte Ltd
02.2005 - 06.2008
Business Studies
PSB Academy, Singapore
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