Results-driven IT Leader with over 10 years of progressive experience in service delivery, operations management, and technical support across the telecommunications and fintech sectors. Proven ability to lead cross-functional teams, streamline IT operations, and drive continuous improvement aligned with SLA and business goals. Adept at crisis management, automation, and stakeholder engagement. Seeking a leadership role as a Service Delivery Manager, IT Manager, or Operations Manager to contribute strategic value and operational excellence.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Apollo Global (ICT Company)
10.2023 - 06.2025
Managed L2/L3 technical teams and oversaw AWS cloud monitoring (CloudWatch, WAF).
Delivered 70%+ resolution rate at L2 without escalation.
Developed SPLUNK apps and dashboards to track SLA and backlog metrics.
Supervised Helpdesk and IT teams; handled hiring, coaching, and performance reviews.
Executed Business Continuity Plans and IT security protocols post-system migration.
Established and continuously refined service delivery processes to improve operational efficiency and customer satisfaction.
Managed end-to-end delivery of IT services, ensuring alignment with SLAs and customer expectations.
Oversaw cross-functional teams including Service Desk, IT Operations, and Supply Chain Support; ensured accountability and high performance.
Acted as the escalation point for critical incidents and service requests; resolved issues while minimizing customer impact.
Analyzed customer feedback and service metrics to enhance service quality and user satisfaction.
Collaborated closely with developers and clients to ensure seamless communication and successful project outcomes.
Led service review meetings to discuss KPIs, SLAs, and continuous improvement initiatives.
Optimized resource planning and shift schedules to maintain workload balance and meet demand forecasts.
Drove cost-effective strategies without compromising service quality.
Implemented cloud-based technologies and automation tools across incident, problem, configuration, and demand management.
Handled operations for TELCO (wired & wireless), Fintech operations, and multi-client environments.
Led onboarding, training, and performance evaluations for operations staff; promoted a culture of growth and excellence.
Delivered multiple projects for various clients, ensuring consistent service delivery and stakeholder satisfaction.
Managed day-to-day service desk operations including shift assignments and SLA escalations.
Conducted team meetings and coaching sessions to align goals and performance metrics.
Evaluated incidents, outages, and business priorities to adjust staffing plans as needed.
Supported senior leadership with customer experience improvement initiatives.
Service Delivery Manager
Healthnow Inc/KonsultaMD
11.2022 - 09.2023
Delivered L2 support for critical IT incidents, resolving 70%+ of tickets monthly without escalation.
Operated advanced support desk for escalated L1 inquiries, managing issues via ServiceNow/Remedy.
Monitored AWS services (CloudWatch, CloudTrail, WAF) and collaborated with Infra teams for system health.
Led SPLUNK projects: Developed 2 custom apps and dashboards for KPI tracking, SLA, backlog, and metrics.
Acted as SME/L2 Lead, supported system migration, deployments, and UNIX-based maintenance.
Worked closely with Dev teams to create tools and scripts for automation and issue resolution.
Provided 24/7 on-call support and escalated issues as needed to L3 support.
Mentored junior staff and led knowledge transfer initiatives to build L2 team capability.
Managed service delivery, ensuring timely resolution of incidents, service requests, and project milestones.
Oversaw Helpdesk and IT teams (network, server, dev), including hiring, performance reviews, and training.
Built L1 Helpdesk teams post-migration and implemented Business Continuity Plans and Security Programs.
Planned and delivered multiple IT projects, managing Jira workflows, access, and configurations.
Maintained client relationships, ensuring satisfaction and clear communication of deliverables.
Took ownership of critical production incidents, leading resolution efforts and post-mortem analysis.