GARY ABILLAR
Pasig City
Summary
Dynamic Service Delivery Lead with a proven record of optimizing processes and elevating client satisfaction. Skilled in streamlining operations, driving continuous improvement, and fostering service excellence through strategic planning and effective team leadership. Recognized for strong problemsolving abilities and resource management, ensuring efficient, highquality delivery that adapts to evolving client needs.
Overview
2017
2017
years of professional experience
Work History
Service Delivery Lead (Senior Manager)
Accenture Delivery Centers in the Philippines
2019 - 2026
- Led service delivery teams to enhance operational efficiency and client satisfaction.
- Developed and implemented process improvements to streamline service delivery workflows.
- Coordinated cross-functional collaboration between technical and operational teams for successful project execution.
- Monitored service performance metrics to ensure adherence to quality standards and contractual obligations.
- Mentored junior team members, fostering skill development and professional growth within the team.
- Managed stakeholder relationships to align service offerings with client expectations and business goals.
- Conducted regular training sessions to improve team knowledge of tools and best practices in service delivery.
- Oversaw incident management processes, ensuring timely resolution of issues impacting service continuity.
- Developed strong relationships with clients, resulting in increased repeat business and referrals.
- Ensured compliance with industry standards and regulations through rigorous quality control measures.
- Reduced costs by optimizing resource utilization and eliminating redundancies in the service delivery process.
- Achieved high levels of customer satisfaction by consistently exceeding performance targets across multiple projects.
- Analyzed performance metrics to identify areas for improvement and implement corrective actions.
Regional Service Delivery Manager / IT Operations Manager
Accenture, Inc. (Accenture Delivery Centers in the Philippines)
01.2017 - 2019
- Supporting US/Canada, EMEA, Australia, and South Africa
- Set strategic direction and governance for the services provided by Accenture to the customer
- Oversees and manages the provision of services to the customer
- Enable all parties to meet their respective business intents with respect to the SoW (Scope of Work)
- Monitor Accenture’s performance, quality and effectiveness of services to the customer
- Provide a structure for adjusting the services to meet the dynamic needs of the customer
- Facilitate the early and effective resolution of escalated issues and operational concerns.
- Provide proactive risk mitigation, problem prevention and resolution, and open and active communications.
- Facilitate the ability of all stakeholders to fulfill their respective commitment and obligations under the Contract/Agreement with the customer.
- Promote the auditability of in-scope financials, processes and procedures.
- Manages the staffing levels, workforce requirement and workload distribution across all towers (Windows SysAdmins, Network, Backup and Storage, Linux, and Monitoring teams)
- Industry: IT-Enabled Shared Services / Technology / BPO
- Specialization: IT/Computer - Network/System/Security
- Role: Manager / Service Delivery Lead / Regional
- Level: Management
IT Operations Manager / Technology Services Manager
Accenture, Inc. (Accenture Delivery Centers in the Philippines)
01.2008 - 01.2017
- Technical Performance Area
- Responsible for the end-to-end technology transition of IT-outsourced projects in all Accenture APAC sites and locations (Philippines, China, Indonesia, Korea)
- Plans, coordinates, and manages the project deployment.
- Arranges the required resources of a project in terms of IT infrastructure requirement (Hardware/Software, Applications, Connectivity, Physical/Environment, Security, etc.)
- Budgets the time and expenses of all IT resources during transition phase of the project.
- Identifies and manages risks and ensures mitigation of those risks.
- Coordinates appropriate performance testing and considers contingencies.
- Tracks and reports the progress and status of deployment to all stakeholders.
- Provides the infrastructure requirements of the Business Continuity Program / IT Disaster Recovery Plan as defined by the client/project. Participates in the execution of disaster recovery tests by providing adequate support for infrastructure BCP/DR testing.
- Participates actively in the sales process, cost estimation, and client connectivity design with Client Connectivity Team, Mobilization Team, Client Service Organization, and onshore stakeholders.
- Acts as escalation POC for issues and other project concerns in terms of IT infrastructure and support.
- Ensures compliance with Unified Transition Methodology, as part of technology build process for IO (Infrastructure Outsourcing) and AO (Application Outsourcing) businesses of Accenture.
- Prepares annual forecast of the technology budget and keeps track of monthly charging and budget usage reporting for each project.
- Ensures cost recovery and periodically reviews technology optimization opportunities and coordinates implementation of such initiatives.
- Adheres to ITIL process for the support of the overall project lifecycle.
- Ensures high level of CSAT (customer satisfaction survey) results by strictly adhering to agreed SLA and customer satisfaction.
- Participates in IT Security and Infrastructure audits and internal quality audits (ISO20000:2011 – Service Delivery; ISMS, ISO27000 – BCM, SAS70, SSAE16 / ISAE3402, etc.)
- Planning Performance Area (as Vertical Lead)
- Develop plans and programs for the different areas of technology services management and ensures that goals and objectives of the team are properly defined and clearly established.
- Develops guidelines and schedules on staffing requirements. Assigns schedules, and deploys Technology Services Management staff per defined and approved staffing and location/site requirements.
- Develops budgetary plans, programs, and guidelines for both capital and operating expenses pertaining to the Technology Services Management Team. Ensures that capital expenditures and operating costs are well within the allowed limits of budget plans.
- Supports the team’s cost reduction programs by creating and realizing savings for the team, the projects served, and Accenture Delivery Centers in the Philippines, as a whole.
- Leading the Performance Area
- Conducts and implements “Performance Improvement Program” through;
- Performance coaching for employees that have failed to perform and deliver the committed level of performance outputs.
- Performance counseling for employees with behavioral problems, implements the necessary discipline for erring employees, in accordance with company policies, rules, and regulations, and labor code.
- Performance mentoring for employees that are ready and capable of assuming larger responsibilities.
- Industry: IT-Enabled Shared Services / Technology / BPO
- Specialization: IT/Computer - Network/System/Security
- Role: Manager / Vertical Lead / Regional
- Level: Management
Head – Technical Services
CT Link Systems, Inc.
02.2006 - 07.2008
- Duties - Responsible for the entire technical department operations. Manages the day-to-day operation of the technical department making sure that all the set guidelines and procedures are met at all times. Interfacing with the principal (Hewlett Packard) in terms of any technical matters. Manages, coaches, guides, and motivates people within my department. Sets guidelines and procedures within the technical department in line with the company's goal. Represents the technical department in Management Committee meetings and discussions.
- Industry: Computer / Information Technology (Hardware)
- Specialization: Computer - Hardware
- Role: Manager / Department Head
- Level: Management
Regional Technical Escalation Lead
Alorica Philippines
08.2005 - 02.2006
- Duties - Handled a pool of technical services representatives. Resolves technical issues pertaining to escalated calls from overseas (North America) customers. This involves systems and network diagnosis and isolation, network connectivity problems, etc. Making sure that all escalated calls are handled and resolved in the soonest possible time.
- Industry: Call Center / IT-Enabled Services / BPO
- Specialization: IT/Computer - Hardware
- Role: Supervisor/Team Lead
- Level: Supervisory
Technical Head – Technical Services Group
Information Products Corporation
03.2004 - 06.2005
- Duties - Responsible for the entire technical division. Manages and oversees the technical services. Guides, coaches, leads, and motivate all the technical personnel. Represents the technical division in management meetings and MANCOM discussions. Ensures that guidelines and process workflow procedures for the department are being implemented and followed in line with the company's internal guidelines and processes.
- Industry: Computer / Information Technology (Hardware) / Systems Integration
- Specialization: IT/Computer - Hardware
- Role: Manager / Department Head
- Level: Management
Education
B.S. - Electronics and Communications Engineering
Central Colleges of the Philippines
01-1991
Electronics and Communications Technology
Asian Institute of Applied Electronics
01-1987
Skills
- ITIL- certified professional with extensive expertise across enterprise IT infrastructure and service delivery Proven ability to lead IT programs and projects from conceptualization through planning, buildout, and ongoing support
- Experienced with AI Platforms (Agentic AI, GenAI, GenWizard, etc)
- Experienced with Ticketing tools, Automation tools, RPAs and Bots - Splunk, ServiceNow, JIRA, Solarwinds, Redmine, and other specialized tools such as Senju and WhatsUp Gold
- Experienced with next-generation networking (SD-WAN - Viptela, Meraki)
- Skilled in designing, managing, and optimizing complex environments including LAN, MAN, WAN, and wireless networks, datacenters, servers, client systems, and storage infrastructures (DAS, NAS, SAN)
- Strong background in network security (software and hardware), infrastructure design and topology, disaster recovery planning, and risk mitigation
- Experienced with enterprise platforms such as Windows OS, HP Enterprise Virtual Array, Dell server environments, ServiceNow, and BMC Remedy Adept in backup solutions and end-to-end service delivery optimization
Timeline
Regional Service Delivery Manager / IT Operations Manager
Accenture, Inc. (Accenture Delivery Centers in the Philippines)
01.2017 - 2019
IT Operations Manager / Technology Services Manager
Accenture, Inc. (Accenture Delivery Centers in the Philippines)
01.2008 - 01.2017
Head – Technical Services
CT Link Systems, Inc.
02.2006 - 07.2008
Regional Technical Escalation Lead
Alorica Philippines
08.2005 - 02.2006
Technical Head – Technical Services Group
Information Products Corporation
03.2004 - 06.2005
Electronics and Communications Technology
Asian Institute of Applied Electronics
Service Delivery Lead (Senior Manager)
Accenture Delivery Centers in the Philippines
2019 - 2026
B.S. - Electronics and Communications Engineering
Central Colleges of the Philippines