Maricelyn S. Trinidad

Senior Operations and Global Business Services leader with over 30 years of experience leading multi-country service delivery organizations and transforming operating models to support global business growth. Recognized for building and scaling GBS operations, implementing Service Management practices, leading complex global transitions, and implementing high-performing offshore and follow-the-sun delivery models. Deep expertise in Service Management (ITIL v2, v3, v4) applied in various areas (IT, HR, Supply Chain, Finance, Customer Service), Operational Excellence and Continuous Improvement and operational governance, with a track record of delivering cost optimization, service quality and operational excellence for multinational organizations.

• GBS Professional Certification (2021)
• Professional GBS Leadership Certification (2021)
• Professional GBS- Transformation and Change (2021)
• Professional GBS- Service Management (2021)
• Professional GBS- Operations Management (2021)
• Professional GBS- Foundation (2021)
• ITIL Foundation V5 Certification (2026)
• ITIL V4 Training (2022)
• ITIL Foundations V2 and V3 Certification
• ITIL Practitioner Certification v3
• Japanese Language | Proficiency Test (JLPT)
• Project Management
• Problem-solving

• Global Shared Services Leadership
• Established and scaled a Global Business Services (GBS) organization for a European multinational in the dental manufacturing industry, building end-to-end shared services capabilities including HR, Finance, Administration, Quality and Compliance, Risk Management, Service Management and Project & Transition Management.
• Designed and implemented service delivery models supporting multiple international markets while ensuring operational governance, cost efficiency, and service quality.
• Led and managed shared services organizations across industries including manufacturing, IT and telecommunications.
• Service Management
• Built and institutionalized IT Service Management (ITSM) frameworks across multiple organizations including the Ayala Foundation and HCX Technology Partners, Ivoclar, implementing core and support processes such as Incident, Problem, Change, and Service Request Management aligned with industry best practices.
• Led a service transformation program for HCX Technology Partners and Anthem Solutions Inc. (an NTT Company) and improved service delivery performance, restored underperforming client accounts, and increased client satisfaction while eliminating SLA breaches.
• Provided consulting support to the Asian Development Bank (ADB) for a project they funded for the Philippine government, helping establish customer support operations and implementing a Continuous Service Improvement program that earned recognition from the Philippine Government.
• Directed Asia Pacific and Japan Service Desk operations of a top FMCG company ranked #19 in Fortunes' World's Most Admired Companies in 2026 with a workforce of 125 people.
• Global Transition and Transformation Management
• Led global work transitions across finance, payroll, logistics, customer service, order management, and master data functions from multiple high-cost locations including Australia, New Zealand, Germany, Switzerland, the United States, Canada, Japan and the United Kingdom into a centralized shared services operations while improving operational efficiency through service management practices.
• Established a strategic Global Delivery Center in Dalian, China for a technology company to service regional clients across North Asia, Southeast Asia and Central Asia.
• Coordinated global Information Security Management System (ISMS) assessments for a telco company in Japan and its subsidiaries worldwide.
• Led enterprise-level information security training initiatives supporting ISO certification requirements for global financial services clients.
• Organizational Capability Development and Quality
• Led global quality and operational excellence initiatives for one of Hewlett Packard's largest global accounts, standardizing training, on-boarding, quality assurance, and performance management processes across Europe, the Americas and Asia.
• Conducted strategic feasibility initiatives to expand multilingual capabilities in the Philippines, supporting, Japanese, French, Spanish, Arabic, and German service delivery teams across multiple organizations.
• Designed and launched employee development programs including pioneering a New Employee Orientation framework later replicated across multiple global delivery centers for an FMCG company.
• Sponsored an award-winning inclusive workforce initiative establishing a support team composed of deaf professionals performing back-office operations, recognized internationally.