Profile:

• Experienced leader with a solid background in coordinating global IT service delivery, ensuring that DHL IT Services meet the expectations of the Express Division
• Recognized for providing impactful technical advice and managing annual budgets. Skilled at developing and implementing service standards, policies, and processes that boost organizational capabilities. Well-versed in implementing global hardware asset management initiatives and contributing to global software asset management and compliance. Effective at coordinating cross-functional teams, enhancing performance and compliance across IT functions. Proven ability to mentor regions and countries, promoting a culture of technical excellence and innovation. Known for enhancing efficiency and building strong relationships with stakeholders, partners, and suppliers to synchronize IT strategies with business goals. Dedicated to maintaining the highest standards of service and compliance in complex IT environments
• Senior IT Service Management Leader with 30 years of experience delivering ITIL-based services in large, global enterprise environments. Proven expertise in IT service governance, service lifecycle management, SLA/KPI frameworks, audit and compliance readiness, and vendor management. Experienced in leading global service delivery across multi-regional organizations, managing ?48M budget, and driving measurable improvements in service quality, cost optimization, and operational resilience
• My current role is of Global IT Infrastructure Manager ( Desktop and Collaboration). I am searching for a similar role or that matches my experience in the last role held at DHL Express

Additional Experience

• Asia Pacific Information Services, Kuala Lumpur, Malaysia
  • Team Lead ? Storage Support
  • Senior Systems Engineer
• Airfreight Ltd, Mumbai, India
  • ?System Administrator

Professional Experience

2021 ? today

Role: Senior IT Infrastructure Manager (Desktop and Collaboration)

Customer: Global Business IT, Bonn, Germany

Tasks:

Direct 20 global IT services to support operations and sustainable growth across DHL. Lead the deployment of the Flex Workspace initiative, empowering over 6K global users with enhanced workspace booking capabilities. Implement a comprehensive Global IT Asset Management framework, overseeing more than 500K DHL-owned and leased devices. Develop and maintain an End User Services dashboard in PowerBI to monitor the global desktop hardware lifecycle and key performance indicators. Ensure consistent delivery of software and patch updates, maintaining system integrity and user satisfaction. Conduct quarterly vendor meetings, aligning with PC hardware vendors on new technologies and roadmap strategies, ensuring strategic alignment and innovation adoption.

• Managed a ?40M annual IT infrastructure budget to enhance strategic initiatives.
• Drove the transition of 70% of local solutions to a centralised Global Content Management System, standardising organisational practises.
• Saved ?250K by optimising Office 365 user accounts globally, enhancing operational efficiency.
• Achieved 100% cost reduction by decommissioning Zoom service within a planned timeframe.
• Maintained Uptime of 99.99% for critical services through regular reviews, ensuring continuous operation and rapid problem resolution.
• Enhanced compliance from 60% to 100% in IT hardware and software standards through strategic implementation of global policies.
• Deployed 2.5K Chrome OS PCs within a year, improving web-based access and user experience.
• Realised 100% stakeholder approval on Service Design and SLAs, demonstrating excellence in service management and stakeholder engagement.

2018 ? 2021

Role: Senior Service Manager (End User Services), Bonn, Germany

Tasks:

Oversaw 30 critical services under the End User Services umbrella (Service Domain), orchestrating key strategies to foster operational excellence and expansion within the Europe region. Spearheaded budget oversight for the Global and Europe regions, optimising financial resources and ensuring fiscal responsibility. Convened quarterly strategic sessions with hardware vendors to align on technological advancements and ensure the adoption of cutting-edge solutions.

• Streamlined IT asset management, integrating 250K devices, enhancing operational efficiency and asset tracking.
• Established 100% compliance in IT infrastructure, maintaining rigorous standards and protocols to ensure system integrity across Europe.
• Enhanced team productivity by 25%, through focused leadership initiatives and training.
• Secured unanimous stakeholder endorsement for all new service designs and SLAs, highlighting effective service management and alignment with business objectives.
• Maintained a 99% success rate for implementing approved changes, demonstrating adaptability and precision in operational execution.

2009 ? 2017

Role: Senior Service Manager, Asia Pacific, Kuala Lumpur, Malaysia

Tasks:

Maintained full awareness of new IT services and enhancements among country managers, ensuring seamless adoption and operational integration. Initiated cost-saving measures, reducing operational expenses by decommissioning redundant servers and optimising resource allocation. Ensured rigorous enforcement of IT compliance standards across hardware and software. 

• Reduced country-hosted servers by 60%, through strategic consolidation, resulting in notable cost savings and increased efficiency.
• Achieved 100% compliance with stringent IT standards, ensuring robust system integrity and operational reliability across the region.
• Integrated 150K hardware devices, enhancing asset management processes and improving resource utilisation.
• Boosted IT team performance by 30%, through effective leadership and continuous professional development

Areas of Expertise:

• ITIL v4 (Incident, Problem, Change, Release, Service Request)
• Continual Service Improvement (CSI)
• Global Service Delivery
• Escalation & Major Incident Management
• End-to-End Service Lifecycle Management
• IT Service Management (ITSM)
• IT Governance, Risk & Compliance
• Service Portfolio Management
• Business & Stakeholder Engagement & Management
• Service Level Management (SLAs, OLAs, KPIs)
• Service Operations & Operations Excellence
• Demand Management (Business IT Alignment)
• Financial Management for IT Services

Technologies & Platforms (Strategic Oversight & Service Governance):

• Windows 10 / Windows 11, Chrome OS
• Microsoft 365, Microsoft Teams, Sharepoint Online
• Citrix Virtual Apps & Desktops
• Azure Active Directory, Identity & Access Management
• Microsoft Endpoint Configuration Manager (SCCM/MECM), Intune, Google Device Manager
• Endpoint Lifecycle, Patch & Compliance Management
• IT Asset Management (ITAM), Software Asset Management (SAM)
• Enterprise Content Management (Appspace)