Joseph Salud
Service Delivery Manager
Quezon City, Metro Manila,MNL
Summary
Results driven IT leader specializing in global service delivery, EUS operations, and enterprise service transformation. Experienced in managing multi-million-dollar portfolios and leading distributed teams to consistently achieve high service performance, operational efficiency, and customer satisfaction. Recognized for driving strategic initiatives, strengthening governance, and delivering impactful transformation programs across diverse environments. Brings a forward-looking approach through the integration of automation and AI to enhance service quality and scalability.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Accenture Inc.
06.2021 - Current
- Held executive accountability for end-to-end global service delivery, managing a multi-million-dollar portfolio and serving as the primary client interface for SLA/KPI performance and contractual outcomes
- Led and scaled global, multi-regional teams across 4–6 countries, ensuring consistent delivery across a 24x5/24x7 operating model
- Governed service performance frameworks, consistently achieving 98–99% SLA compliance, improving first-contact resolution by ~20%, and reducing MTTR by 15–25% through structured operational improvements
- Acted as the global escalation authority for critical incidents, driving rapid resolution of high-severity issues and maintaining >95% stakeholder satisfaction during major incidents
- Partnered with senior client executives and internal leadership to define strategic direction, influence key decisions, and align service delivery with long-term business goals
- Directed financial planning, forecasting, and cost governance, identifying and delivering 10–15% cost optimization through workforce strategy, process efficiency, and automation initiatives
- Led large-scale service transitions, including multiple concurrent global transitions, delivered on time, within budget, and with zero critical service disruption
- Established and enforced standardized ITIL-aligned processes (Incident, Request, Problem, Change), increasing process adherence and improving audit and governance scores across delivery teams
- Drove continuous improvement and innovation programs, leveraging automation and AI-assisted solutions to improve service efficiency, reduce ticket volumes, and enhance end-user experience
- Owned service reporting and performance transparency, implementing data-driven dashboards and insights that enabled proactive decision-making and continuous service optimization
- Collaborated cross-functionally with infrastructure, security, and application teams to ensure end-to-end service continuity and seamless integration across IT domains
- Championed people leadership and capability development, mentoring frontline leaders and managers, improving engagement, and reducing attrition across global teams
Sr. IT Service Manager
RealPage Inc.
09.2019 - 03.2021
- Define project scope, goals, and deliverables to manage IT services of the organization, and control performance to oversee problem resolution.
- Coordinate all aspects of the project to ensure completion within defined timelines
- Function as a liaison between key stakeholders and the project team members to ensure transparency in expected outcomes for the project
- Learn about the operations of key functional areas of the company to ensure key stakeholders are properly identified before projects begin and as projects evolve
- Commends setting extremely high objectives, collecting data and carefully analyzing results as a way to reduce defects in products and services
- Coordinate closely with other division/department heads to ensure efficient and effective implementation of all administrative and technical services
- Responsible for addressing performance issues, restoring the service in case of an outage and making improvements where needed
- Manages different capability teams to increase the speed, cost-efficiency and effectiveness of IT service resulting to high performance
- Drives SIP/CIP to Philippines site and maximize its effectiveness through CSAT returns
- Responsible for managing the relationship between one or more business units to assess needs, identify pain points, and make recommendations to drive organizational transformation and improve/accelerate service delivery
Manager, Global Service Desk
DXC.Technologies
10.2017 - 08.2019
- Orchestrated the end-to-end transformation and offshoring of a Global Service Desk operation to the Philippines, leading a transition of 80–120+ FTEs and establishing enterprise-grade infrastructure, tooling, and governance frameworks; delivered 20–30% cost optimization, improved SLA performance to 98–99%, and stabilized operations within 90 days, resulting in a flagship portfolio recognized for scalability, service excellence, and operational maturity
- Establish credibility with clients to enhance partnership and client outcomes
- Demonstrate understanding of client business requirements to ensure that their needs are met based on statement of work
- Proactively engage with the client to ensure effectivity in delivering solution tailor fit to their business need
- Demonstrate agile process to customer’s system, procedure, and product to provide service improvement
- Evaluate and analyze client satisfaction metrics/data
- Identify and coordinate internal resources across multiple business units to address escalated client situation and manage their expectation (understanding of capability and limitation)
- Drive/Participate in effective implementation and delivery of new client services/solution in collaboration with the implementing teams
- Recommend changes to the industry, benefit designs and company’s point of view on industry trends/changes in affect clients
Team Lead, Global Service Desk
Hewlett Packard Inc./Hewlett Packard Enterprise
01.2012 - 01.2017
- Delivering first-class, high-availability services to all HP-HPE Customers, ensuring appropriately skilled resources are available to deliver to the Customer Service Level Agreement
- Creates a strong working relationship with the customers to produce integrity and a solid partnership in delivery between Corp and its Eco-Partners
- Integrates with the Knowledge Analyst and also contribute in Knowledge Management (manage the documentation repository, ensure it is updated, provide on-boarding and training to new support Engineers)
- Trusted by the whole region in projects and initiative deliverables
- Spearheads BCP for the whole EMEA-AMS GSD region and makes sure that readiness level will met business needs
- Capable of planning and execution on telephony SLA restoration especially at times of call surge and uncontrollable natural instances
- Engages with Work Force Management and operations to ensure that schedules of Level 1 are in place
- Ensures that Escalation Management is driven towards resolution amongst partner vendors
- Coordinate, implement and install business solutions of simple service requests
- Promotes career path development for direct reports to ensure that full potential and growth are met
Team Manager, Microsoft
Sykes Asia, Inc.
04.2005 - 12.2011
Account Trainer, Microsoft
Sykes Asia, Inc.
02.2005 - 07.2005
Technical Support Representative, Microsoft
Sykes Asia, Inc.
02.2003 - 02.2005
Education
Electronics Technology -
Don Bosco Technical College
Mandaluyong City03-2002
Skills
- IT Operations Management
- Leads infrastructure projects
- Continual/Service Improvement Planning
- Strong ITIL/ITSM skills
- Drives Automation Plays within Service Desk
- AI-Driven Service Transformation (Generative & Agentic AI Enablement)
- Service Recovery and Major Incident Communication Leadership
- Employee Performance Management
- Continuous Improvement Planning
- Cost-Reduction Strategies
- Vendor Management
- Strategic Planning and Execution
- Customer Satisfaction & Experience Metrics Management
- Complaint Handling & Resolution
- End User Experience Expertise
- Quality Management System
Certification
- Certified ITIL V3
Timeline
Service Delivery Manager
Accenture Inc.
06.2021 - Current
Sr. IT Service Manager
RealPage Inc.
09.2019 - 03.2021
Manager, Global Service Desk
DXC.Technologies
10.2017 - 08.2019
Team Lead, Global Service Desk
Hewlett Packard Inc./Hewlett Packard Enterprise
01.2012 - 01.2017
Team Manager, Microsoft
Sykes Asia, Inc.
04.2005 - 12.2011
Account Trainer, Microsoft
Sykes Asia, Inc.
02.2005 - 07.2005
Technical Support Representative, Microsoft
Sykes Asia, Inc.
02.2003 - 02.2005
Electronics Technology -
Don Bosco Technical College
Training
- Developing the Leader in You, Hewlett Packard Philippines, 2014-09-01
- Network Fundamentals, Hewlett Packard Philippines, 2014-08-01
- Network Security Fundamentals, Hewlett Packard Philippines, 2014-08-01
- Culture of Excellence by Francis Kong, Hewlett Packard Philippines, 2014-07-01
- Windows 7 Fundamentals, Hewlett Packard Philippines, 2014-05-01
- Project Management Fundamentals, Hewlett Packard Philippines, 2014-03-01
- Customer Satisfaction, Hewlett Packard Philippines, 2014-02-01
- ITIL V.3 Certified, Hewlett Packard Philippines, 2013-04-01
- Incident Management, Hewlett Packard Philippines, 2012-01-01
- Project Enable for Managers, Hewlett Packard Philippines, 2005-10-01
- Fast Start for Managers, Hewlett Packard Philippines, 2005-06-01