May 2025 – Present · 1 yr

• As Regional Lead for End User Support across APJ, I own the
• white-glove service relationship for ServiceNow's Executive
• Leadership Team — the highest-stakes support environment in
• the organisation.
• What this looks like day-to-day:
• Governing outsourced contractor performance across APJ against
• global KPIs and SLAs
• Acting as the decisive escalation point for critical incidents
• affecting senior executives
• Coaching and developing the regional team through structured
• 1:1s, goal-setting, and performance development planning
• Serving as the regional representative in APJ stakeholder forums
• surfacing risks, opportunities, and insights to global leadership
• Managing workforce scheduling, job assignments, and coverage
• planning across a follow-the-sun support model

Jan 2024 – Present · 2 yrs 4 mos

• Led APJ Briefing Centre operations and AV technology across
• Singapore and the broader Asia Pacific region — a role that
• combined executive customer engagement, platform evangelism,
• and technical governance.
• Key highlights:
• 🎯 Barista Showcase — Architected an immersive, AI-integrated
• platform demonstration for C-suite visitors that translated
• abstract ServiceNow capabilities into tangible business stories.
• Consistently achieved 95% CSAT across high-stakes executive
• engagements.
• 🔒 Vulnerability Governance — Established formal VIT policies
• and response frameworks for regional AV infrastructure, achieving
• a substantial reduction in risk exposure globally.
• 📚 Knowledge Systems — Built a scalable regional knowledge
• ecosystem converting individual expertise into standardised
• best practices adopted across all APJ Briefing Centres.
• 🤝 Cross-Functional Delivery — Directed multi-disciplinary teams
• across Technology, Engineering, and Operations to deliver
• improvements to process, metrics, and service frameworks.

Dec 2016 – Jul 2024 · 7 yrs 7 mos

• 7 years running enterprise IT support for one of the world's
• leading SaaS platforms — with results that speak for themselves.
• 📊 95% CSAT sustained across 7 years
• ⚡ 0 tickets aged over 4 business days
• ✅ 100% compliance on critical Spotlight incidents (resolved
• within 4 business hours)
• 📦 +99% inventory audit accuracy across multi-million dollar
• hardware budget
• Beyond the numbers:
• Led the adoption of KCS v6 knowledge management methodology —
• building a culture where every resolved incident improved the
• team's collective knowledge base, reduced repeat contacts, and
• accelerated onboarding for new team members.
• Served as the primary technical escalation point for complex
• platform incidents, mentoring colleagues on performance standards
• and cross-functional collaboration.