Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Training
Timeline
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JANIS CHRISTINE MARINAS-BRIONES

Services Transition And Project Manager
San Juan City

Summary

Experienced Operations and Client Delivery Manager with a proven track record of leading successful projects and teams. Seeking a challenging role that allows me to utilize my skills in project management, process improvement, and team leadership to drive business results and deliver exceptional customer service.

Currently Service Transition Manager for NTT Data Inc Previously Service Delivery Manager for Client Delivery Engagement for Singtel Previously an Operations Manager for SAP HANA Cloud Hosting and Managed Services for NTT (formerly Dimension Data) Previously a Deputy Quality Assurance Lead for ITIL Processes for Global Delivery Unit-SAP Lead the change advisory board for T-systems APAC region Previously Responsible for Incident, Change, Event and Problem Management for GDUSAP 5 years of Service Delivery Management Role 2 years of experience as SAP Operations Shift Lead 6 years of experience in SAP Basis and Security Administration 4 years of experience on SOX compliance activities 2 years of experience on SAP Governance, Risk and Compliance 2 years of experience as SAP Operations Shift Lead 15 years working in the IT industry ITIL V3 Foundation certified Professional Transition Specialist with demonstrated ability to lead teams and drive successful change management initiatives. Skilled in process optimization, stakeholder engagement, and risk mitigation. Strong focus on collaboration, flexibility, and achieving measurable results. Known for reliability, adaptability, and effective problem-solving in dynamic environments. Adaptable and resourceful professional with talent for managing change and driving smooth transitions. Skilled in project management and stakeholder engagement, ensuring seamless implementation of new processes. Focused on achieving impactful results by leveraging strong organizational and communication skills. Experienced with guiding organizations through complex transitions and change management processes. Utilizes effective communication and strategic planning to lead cross-functional teams. Track record of fostering collaboration and achieving seamless operational transitions. Well-versed in building positive relationships with customers and other stakeholders. Strong requirements gathering, scope development and inventory coordination abilities. Skilled at overseeing complex, high-value technical projects with excellent planning competencies. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

18
18
years of professional experience
5
5
years of post-secondary education
1
1
Certification
2
2
Languages

Work History

Services Transition Manager

NTT Data Inc
09.2022 - Current
  • An IT services transition manager is responsible for overseeing the transfer of IT services from one location to another, from one vendor to another, from project phase to operations phase
  • This may involve transitioning services between internal departments within a company, or between different organizations through mergers, acquisitions, or outsourcing arrangements
  • Specifically, an IT services transition manager is responsible for planning and executing the transfer of IT services across different stages of the transition process
  • This may include conducting due diligence on existing IT services, identifying and managing risks, developing transition plans, coordinating with various stakeholders, and ensuring that service delivery remains uninterrupted during the transition
  • Overall, the IT services transition manager plays a critical role in ensuring that IT services are transitioned efficiently and effectively, while minimizing disruptions to service delivery and ensuring that service levels are maintained throughout the transition process
  • As a Services Transition Manager, I am responsible for the following relating to transfer of services: Due diligence, Risk management, Transition Planning, Service Continuity, Day 2 Readiness

Service Delivery Manager

Singtel Telecommunications Ltd.
12.2021 - 08.2022
  • A Service Delivery Manager managed service delivery portfolio across Singtel Commercial Projects
  • This includes day-to-day operation matters, SLA performance of our managed services, leading our delivery teams across various service functions and also be the client engagement on delivery matters
  • The Service Delivery Manager will act as the SPOC, for Customer engagement on service delivery matters, and will be part of the Client Delivery Engagement, Global Delivery organization structure
  • As a Service Delivery Manager, I am responsible for the following: Operations, Financial Management, People and Growth, Service Delivery
  • Improved service quality, addressing client concerns promptly and professionally.
  • Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
  • Enhanced service delivery by developing and implementing efficient processes.
  • Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
  • Streamlined operations for improved customer satisfaction and retention rates.
  • Coordinated and led internal and external site team meetings.
  • Managed third-party contracts to drive delivery of required services.
  • Attended staff and client meetings and served as liaison to manage operations for account.
  • Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
  • Reviewed established business practices and improved processes to reduce expenses.

Service Delivery Manager/Operations Manager for SAP Cloud-based Accounts

NTT Singapore Solutions Pte Ltd. (formerly Dimension Data)
12.2016 - 12.2021
  • As a Service Delivery Manager, I was responsible for the following: Provided leadership across all support teams (Helpdesk Team, Basis team, Security team, OS team- Windows and Linux, Back-up Team (BaaS) and Infrastructure teams (IaaS)– VM, Storage, and Network)
  • Our current solution handles: Service Availability, Performance Management, Deployment Management, Change Management, Problem Management, Asset Management, Capacity Management, Incident, Event and Problem Management
  • Implemented, reviewed and improved operational policies and procedures
  • Oversaw the provisioning process for the various cloud resources
  • Planned the implementation of OS Security Patches, Kernel and other patching activities
  • Handled managing services for different service providers handling support for the accounts
  • Prepared the reports for clients and internal stakeholders both on system performance and SLA
  • Ensured efficient maintenance activities including adhering to disaster recovery plans as a Disaster Recovery Activity SPOC and main coordinator
  • Chaired and participated in all operational calls inclusive of monitoring all client communication
  • Prepared and reviewed all the Service and Operational Metrics and KPI
  • Established correct work handling from service desk to infrastructure teams
  • Participated with budgeting and costing discussion
  • Was the SPOC for client Audit-related activities
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.

DEPUTY QUALITY LEAD for SAP Operations

T-SYSTEMS-MALAYSIA
06.2015 - 02.2016
  • As an SAP OPS Deputy Quality Lead, I was responsible for the following: Deputy of the Quality Lead
  • Ensure all changes, problems, events and incidents are actioned and handled as designed by the whole SAP team
  • Lead the change advisory board to ensure all changes are of quality
  • Review that all changes that are to be handled by APAC region are populated correctly
  • Lead the management weekly and monthly meetings on the trends of the processes for SAP to inhibit process violations and upshots continuous improvements
  • Appraise the resource management on handling business processes
  • Established the work instructions of the service desk for incident handling, regulates the directive according to the needs of the customer and the capacity of the operations team
  • Responsible for the analysis, consultancy and configuration of the SAP quality management area to meet the business needs for each of the account of the SAP APAC teams
  • Manage the daily work of the change coordinators and their availability to ensure the team operates as expected
  • Ensure all deliverables by the Business Operations team in terms of reports and feedback are provided timely to management and to operations team
  • Address process quality gaps that may be occurring to all teams across the GDUSAP organization to make certain that the SAP teams are following apt processes without compromising the deliverables of the operations team
  • Direct the day-to-day Quality Assurance inspection activities within the assigned area of responsibility to meet day-to-day expected output from SAP APAC teams
  • Coordinate with relevant support groups to facilitate efficient flow of materials through open discussions and delivery of process documentation
  • Conduct Quality Assurance management discussion of process bottlenecks or other improvement opportunities for resolution
  • Supervises Quality Assurance management to perform routine and ad hoc analysis of quality data and information
  • Promoted teamwork and collaboration within the Quality team, leading to increased productivity and overall job satisfaction.
  • Led a team of quality inspectors to ensure consistent adherence to industry standards and company policies.
  • Collaborated with cross-functional teams to address root causes of quality issues, resulting in improved processes and products.
  • Facilitated employee training on quality standards, protocols, and best practices, leading to increased awareness and adherence across the organization.
  • Championed a culture of excellence within the organization by setting high expectations for performance and holding employees accountable for results-driven outcomes.

SAP OPERATIONS SHIFT LEAD

T-systems Malaysia
03.2013 - 05.2015
  • As an SAP OPS Shift Lead, I was responsible for the following: Delegate of the Technical Manager
  • First point of ticket management and escalation for 3rd level of support
  • Manage the 24/7 personnel of the account, ensuring that people are on shift and the tasks assigned to them are worked on accordingly
  • Disseminate information needed by and for the team for improvement of skills and daily work
  • Maintain the support capabilities and team morale and provide guidance to the team along with clearly identified routes for escalation for the teams
  • Manage and track all open critical issues and ensuring resolution and deliverables are met to the agreed service levels
  • Ensure all Critical/Major incidents are managed effectively, providing timely resolutions and adequate communications to Management and the relevant business areas during and post incident
  • Check that all changes are aligned with customer with proper approval and meets the quality check
  • Attends the CAB meetings and tracks all the changes of the account
  • Coordinate with other teams on changes that may have an effect on the SAP systems supported
  • Negotiate the timings and the resource capability of team with customer
  • Quality checks the changes after window before closing the tickets
  • Handle the backlogs of team with changes, incidents and problem tickets
  • Attend/Handle CAB and ECAB for the team
  • Analyze the risk of implementations of changes
  • Provide daily, weekly and monthly change and incident reports
  • Ensure all changes are confirmed, approved and assigned accordingly without conflict
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Established positive rapport with customers and staff members alike through strong communication skills.
  • Cultivated an inclusive workplace culture that fostered teamwork and collaboration among diverse employees.
  • Conducted regular reviews of operations and identified areas for improvement.

SAP BASIS and SOX Analyst

HEWLETT-PACKARD
01.2012 - 12.2012
  • As an SAP Basis analyst, I was responsible for the following: Ticket manager during shift
  • Plan, execute and follow up SAP projects under responsibility
  • Provides proactive support, through effective capacity planning and change management
  • Provide reactive support for customers of the service, and to introduce measures to reduce reactive work
  • Handle changes like oracle client updates, business copies, vertex updates, brtools update, etc
  • Participate in Maintenance windows to help ensure the availability of systems during and after said activity
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.

SAP BASIS, GRC and GPT Analyst

ACCENTURE
10.2010 - 12.2012
  • As an SAP Basis analyst, I was responsible for the following: Ticket manager for the team during shift
  • Provide 2nd level support for basis-related issues
  • Primarily responsible for the coordination of issues to SAP, functional teams and third-party counterparts
  • Handle problem resolutions and provide RCA if necessary
  • Assist and accountable to the skilling up of the junior members of the team
  • Handle job Maintenance using Control-M and SAP
  • Handle migration using RevTrac
  • Tasked to handle Basis-related Sabrix (Tax-related) issues
  • Provide on-call support
  • Lead the team on problem ticket management
  • Conduct revtrac training to the new members of the project both Manila-based and overseas
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.

SAP BASIS, SECURITY and SOX Analyst

Accenture
01.2007 - 10.2010
  • As an SAP Basis analyst, I was responsible for the following: Maintained jobs using UC4 and SAP
  • Monitored the SAP Production System
  • Implemented OSS notes
  • Managed transports for both Production and Non-Production Systems
  • Troubleshoot printer-related issues
  • Resolved helpdesks and Remedy tickets for both Production and non-production environments
  • Provided on-call support
  • Maintained a report of the team's ticket status with respect to their ART and service level agreement
  • Sent capacity-based support report provided by the team
  • Managed tickets for the EU-GOAL Basis Team

Education

Bachelor of Science - Computer Engineering

Pamantasan Ng Lungsod Ng Maynila
Philippines
06.2001 - 04.2006

Skills

  • professional

Cross-functional coordination

Teamwork and collaboration

Process improvement

Certification

ITIL Foundations V3, 08/01/12, IPC Building, Taguig City

Personal Information

  • Date of Birth: 12/16/83
  • Nationality: Filipino
  • Marital Status: Married
  • Religion: Catholic

Training

  • BASIS BOOTCAMP, 10/01/06, GT tower, Makati City
  • GRC- Governance, Risk and Compliance, 01/01/10, SAP office, Makati City

Timeline

Services Transition Manager

NTT Data Inc
09.2022 - Current

Service Delivery Manager

Singtel Telecommunications Ltd.
12.2021 - 08.2022

Service Delivery Manager/Operations Manager for SAP Cloud-based Accounts

NTT Singapore Solutions Pte Ltd. (formerly Dimension Data)
12.2016 - 12.2021

DEPUTY QUALITY LEAD for SAP Operations

T-SYSTEMS-MALAYSIA
06.2015 - 02.2016

SAP OPERATIONS SHIFT LEAD

T-systems Malaysia
03.2013 - 05.2015

SAP BASIS and SOX Analyst

HEWLETT-PACKARD
01.2012 - 12.2012

SAP BASIS, GRC and GPT Analyst

ACCENTURE
10.2010 - 12.2012

SAP BASIS, SECURITY and SOX Analyst

Accenture
01.2007 - 10.2010

Bachelor of Science - Computer Engineering

Pamantasan Ng Lungsod Ng Maynila
06.2001 - 04.2006

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JANIS CHRISTINE MARINAS-BRIONESServices Transition And Project Manager