MA. CONCEPCION C. LICUP
Paranaque City,
Summary
Results-oriented Project and Business Process Manager with 14 years of experience successfully managing complex, high-value projects in diverse industries such as IT services/consulting and telecommunications. Skilled in establishing and integrating processes, maintaining project management standards and best practices, and leading organizational business process transformation, infrastructure rollouts, and application development. Demonstrated ability to design frameworks, engagement models, and workforce plans aligned with the organization's vision and mission. Extensive expertise in key project management knowledge areas including scope, schedule, cost, communications, resource, stakeholder, procurement, risk, and quality management. Strong leadership abilities focused on service delivery and team collaboration across international environments, coupled with sound financial acumen. Highly adaptable to new work settings and always eager to learn. Proven experience with project management, customer success management, or risk management. Excellent organizational and time management skills. Strong communication and leadership abilities. Knowledge of project management tools and techniques. Proven ability to learn about new technologies and software.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Project Manager, Application/Software Development
Lenovo PCCW Solutions Pte Ltd
03.2023 - 11.2023
- Successfully delivered a $700K software development project for a railway system on time, within a6-month timeline, while staying within budget
- Defined and established project organization and governance including work streams, roles and responsibilities, advisory board, steering committees and decision-making authorities
- Demonstrated full ownership of project lifecycles
- Established business case, metrics, developed comprehensive project plans that define the objectives, scope of work, work distribution, schedule, risk and mitigation, cost and budget management, quality and change management to provide a sound basis for determining project performance and customer approval levels
- Developed the detailed engagement approach framework, resource planning, cost consolidation, financial projections and cost reconciliation
- Identified the necessary competencies and domain experience required for project delivery
- Worked in a matrix environment and teams across different geographical locations including offshore
- Led a Scrum team of15 individuals and executed software development project through use of Agile methodology
- Governed the Scrum team in making sure that quality gates are met in each project milestone based on CI/CD pipeline
- Ensured retrospective and post review is conducted after each sprint
- Managed stakeholder relationships, addressing escalations, scope changes and expectations to ensure project success
- Published and chaired clear and transparent project status reports, providing stakeholders including senior management and project team with timely updates on project progress, risks, issues and financial health
Change Control Manager, Service Delivery
Lenovo PCCW Solutions Pte Ltd
06.2022 - 02.2023
- Managed the Consumer Business Group portfolio of a telecommunications company located in Singapore
- Successfully managed over200 business demands covering commercial and operational requests within6 months and launched100% major products and services for our Telco client offering Mobile, Broadband and Home services
- Responsible for project prioritization and timelines, cultivating and maintaining strong client relationships, collaborating with internal teams and ensuring outstanding delivery of service to our client
- Ensured that project delivery aligns to the established objectives, budget, timeline and quality standards, best practices of the client and its corresponding legal requirements
- Presented reports reflecting overall portfolio health and individual project progress and status, risk, issues and mitigation plans
Manager, Program Management - Network Planning & Engineering
SMART Communications, Inc.
12.2019 - 05.2022
- Led multiple large-scale network projects, including a nationwide fiber rollout and a data center build program, within a matrixed organization
- Served as an end-to-end leader for the program, oversaw all aspects of project management from inception to completion, navigated interdependencies among process, technology and people
- Led the development and execution of cost programs to meet capital expenditure budgets
- Conducted financial forecasting and efficiently managed budgets exceeding $50M and monitored variances through meticulous tracking and reconciliation
- Initiated budget and cost reconciliation and reallocation activities across network groups by revisiting old contracts, reviewing all purchase order (PO) balances with vendors and securing acceptance and goods receipt (GR) commitments
- Reallocated40% of unused POs to new projects
- Managed stakeholder relationships, drove strategic communications across internal customers, vendors, stakeholders and senior management, including C-level executives, ensuring alignment with business objectives and strategic outcomes
- Facilitated coordination among internal technical domains and vendors across multiple regions for alignment of project tasks and ground activities
- Ensures project schedules, cost, risk and issues are managed accordingly
- Supported procurement processes, assisted vendor selection through tenders and negotiated contracts in adherence to procurement governance guidelines
- Conducted regular service reviews, performance reporting and KPI analysis to ensure effective management of outsourced vendor services
- Worked together with Operations to analyze incident trends and identify opportunities for improvements
- Led root cause analysis sessions to identify fundamental issues and preventive measures
- Provided mentorship and guidance to junior project managers, fostering a culture of continuous improvement and professional development
Licensed Financial Advisor (Part-Time)
PRU LIFE UK
06.2018 - 06.2020
Senior Supervisor, Project Management
SMART Communications, Inc.
09.2017 - 11.2019
- Led Network projects such as3G and4G rollouts covering from structural design, civil and mechanical, support facilities, backend, core and security requirements
- Collaborated with stakeholders across multiple departments to orchestrate multiple synchronous project activities and manage interdependencies
- Managed vendor relations and negotiations, contractual agreements and closure along with Engineering Teams, Procurement, Legal, PMO, Finance and Billing
- Developed and executed comprehensive project plans including scope, budgets, schedule, payment milestones, risk and issues, quality, change management, contingency plans and operational requirements
- Monitored project status and progress, providing regular updates to stakeholders and escalating concerns to senior management as needed
- Implemented effective project governance practices, ensuring compliance with organizational standards and processes, including Environment, Health and Safety standards, contributing to a continuous improvement culture
- Advocated for business process improvements to address project-related challenges while meeting objectives
- Developed organizational framework and drove process improvement derived from gaps within prior projects and instituted compliance to service and operational agreements
Supervisor, Project Management Office (PMO) – Training and Development
SMART Communications, Inc.
07.2015 - 08.2017
- Established and implemented robust project governance frameworks to maintain clear oversight of all ongoing technology projects and initiatives
- Designed PMO structures tailored to organizational needs, focusing on effective engagement, tool integration and process optimization
- Led the transformation initiatives across business units and subsidiaries
- Engaged with various levels of people in the organisation including C-level and Senior Leadership Team to obtain buy in for proposed solutions and business outcomes
- Established PMO standards, guidelines, process improvements, performance dashboards to optimize project management practices and drive operational excellence
- Responsible for providing leadership, coaching and mentoring to the assigned departments
- Developed and delivered training programs for new business processes, collaborating with training teams to create comprehensive materials
- Managed project repositories and knowledge, fostering a learning community of Project Managers through the dissemination of repeatable best practices and quality assurance mechanisms
- Provided training and guidance to teams on project management standards, ensuring alignment with best practices and compliance requirements
- Implemented portfolio tracking and measurement methodologies for IT management reporting, enhancing visibility into IT project performance
- Launched and utilized Project Portfolio Management (PPM) tool to oversee project progress, manage dependencies, and ensure alignment with business objectives
- Maintained a safe working environment, adhering to safety protocols and promoting a culture of safety awareness
- Supported audits and manage risk assessments for ongoing and new IT initiatives, ensuring adherence to regulatory standards
Demand Management Officer
SMART Communications, Inc.
07.2013 - 06.2015
- Focal point to receive all business requirements from different business groups
- Served as the strategic liaison between business partners and technology groups, ensuring alignment between IT initiatives and business objectives
- Facilitated communication and ensured that Tech initiatives meet business needs
- Managed business portfolios, from demand generation to project execution and closure
- Partnered and worked across technology and business groups to define, prioritize and ensure appropriate resource allocation and capacity planning to support multiple projects
- Devised framework for collecting, overseeing and driving capacity and demand
- Developed materials to support communication of strategic projects
- Led change management efforts to ensure smooth adoption of new technologies and processes within the organization
- Ideated and employed Demand Management framework through the creation of Portfolio/Project Management Tool module which regulated business demands
- Led the preparation and presentation of service reviews, ensuring transparency on application performance, incident management and ongoing service improvements
Process & Quality Analyst, Integrated Quality Management
SMART Communications, Inc.
01.2010 - 06.2013
- Defined problem statement on operational issues, customer experience, regulatory concerns and performed root cause analysis on gaps, identifies waste and work with stakeholders and leadership to drive sustainable corrective action
- Worked with Business Heads to understand or co-design target operating models, organisation design, change management plan, workforce planning
- Developed operational related processes such as Incident Management, Problem Management and Change Management
- Served as a SPOC for Network Operations processes
- Reinforced organization in process compliance and measurements such as Service Level Agreements (SLA) and Operational Level Agreements (OLA)
- Maintained an IT Service Management (ITSM) framework comprising of ITIL and eTOM-aligned processes (e.g
- Change Management, Asset Management, Control and Release Management, Service Level Management, Incident Management, Problem Management, Request Fulfilment processes, etc.) which is used to drive operational effectiveness, efficiency and consistency environment
- Enhanced existing policies and procedures to align with the latest industry practices
- Developed training courses, workshops and methods to support process management
- Implemented effective process and risk compliance controls, highlighting non-conformances from a process view
- Ensured compliance with risk management and IT audit standards, implementing information security measures
Network Operations Engineer
Prime World Digital Systems, Inc.
04.2009 - 12.2009
Education
Bachelor of Science - Computer Engineering
Technological Institute of the Philippines
03.2009
Skills
- Project Management Methodologies: Waterfall (Traditional) / Agile (Scrum/Scrumban)
- Productivity Tools: Office365 – MS Suite (Word, Excel, PowerPoint, Outlook, OneNote, Teams), OneDrive, SharePoint, Visio, Webex, Zoom
- Processes and procedures, Contract management, Data analysis
- Stakeholder Management, Client relations, Cross-functional collaboration, Coaching and mentoring, Conflict management
- Standard & Framework: ISO20000, Enhanced Telecommunications Map (eTOM)
- Business Process Management, Service Management, IT Service Management: ITILv4
- Project Management Tools: Atlassian – Jira, Confluence, MS Project, Azure, Tableau
- Budgeting and forecasting, Risk management, Project closure
Certification
- Project Management Professional (PMP), License3456778
- ITIL, License13568-771618
Accomplishments
- Spearheaded process improvement initiatives that increased team efficiency and reduced project timelines by20%.
- Recognized for outstanding leadership and the ability to navigate complex, variable factors in project management. Initiated the concept and co-designed PMO in Smart Communications, Inc. Philippines.
- Received “Innovation Rockstar” and “CX Rockstar” awards from “Technology Group Rewards and Recognition,” SMART Communications, Inc., Philippines
Affiliations
- Member, Project Management Institute (PMI)
- Member, Women in Project Management Singapore
- Elected Officer, PinoySG Badminton Club Singapore (UEN T08SS0151E), Dec2023 - present
Training
- Disciplined Agile and Value Streams, PMI, Sept2024
- Hybrid Project Management, PMI, Sept2024
- Leveraging AI for Project Management Delivery, PMI, Sept2024
- Using Generative AI Responsibly for Project Management, PMI, Sept2024
- Leveraging Advanced Analytics for Effective Project Management, PMI, Sept2024
- Business Continuity, PMI, Aug2024
- Enterprise Risk Management101
- Building an Effective Metrics Systems
- Project Management for Quality Improvement Projects
- Statistical Process Control-Detecting Process Variation Capability
- Quality Audits for Improved Performance
- Systematic Problem Solving for Sustained Improvement
- Graphical Tools for Data Interpretation and Analysis
- Lean Kaizen: Simplified Approach to Process Improvement
- Lean Six Sigma
- Process Architecture Management and Optimization Models
- Fusion of Quality Models
- Service Excellence Workshop
Timeline
Project Manager, Application/Software Development
Lenovo PCCW Solutions Pte Ltd
03.2023 - 11.2023
Change Control Manager, Service Delivery
Lenovo PCCW Solutions Pte Ltd
06.2022 - 02.2023
Manager, Program Management - Network Planning & Engineering
SMART Communications, Inc.
12.2019 - 05.2022
Licensed Financial Advisor (Part-Time)
PRU LIFE UK
06.2018 - 06.2020
Senior Supervisor, Project Management
SMART Communications, Inc.
09.2017 - 11.2019
Supervisor, Project Management Office (PMO) – Training and Development
SMART Communications, Inc.
07.2015 - 08.2017
Demand Management Officer
SMART Communications, Inc.
07.2013 - 06.2015
Process & Quality Analyst, Integrated Quality Management
SMART Communications, Inc.
01.2010 - 06.2013
Network Operations Engineer
Prime World Digital Systems, Inc.
04.2009 - 12.2009
- Project Management Professional (PMP), License3456778
- ITIL, License13568-771618
Bachelor of Science - Computer Engineering
Technological Institute of the Philippines
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