Jun 2023 – Dec 2024 · 1 yr 6 mos · Taguig, National Capital Region, Philippines

• Responsible for the business outcomes of the programs – this includes sales, presales and delivery
• Spearhead diverse, collaborative teams, fostering a culture of inclusivity and high performance.
• Champion operational excellence and continuous improvement, implementing innovative solutions to enhance efficiency and effectiveness.
• Ensure successful project outcomes by maintaining robust project management capabilities across the program.
• Cultivate and sustain effective working relationships with internal and external stakeholders, including partners and suppliers, to drive mutual success.
• Monitor and report on program-related trends, capability development, and performance against project plans and budgets, ensuring alignment with strategic goals.
• Take full accountability for the profit and loss of the assigned portfolio, empowering the organization to achieve its business objectives.
• Contribute to the development and execution of long-term business strategies and plans.
• Develop and nurture a positive, productive culture within the program, promoting teamwork and excellence.
• Proactively generate and pursue new business opportunities to drive growth and expansion.
• Establish and manage a presales and delivery organization to meet customer requirements effectively and efficiently.
• Provide guidance and mentorship to team members on productivity strategies, policy updates, and performance improvement plans.
• Actively participate in regular strategic and business planning sessions with the leadership team to align on goals and initiatives.

Mar 2017 – Jun 2023 · 6 yrs 3 mos · Waltham, Massachusetts, United States

• Spearheaded on-site IT, Transformation projects and programs, applying Agile and Hybrid Methodologies to drive best practices and successful outcomes.
• Managed account and customer relations, expectations and satisfaction, delivering high-quality solutions that meet client needs.
• Partnered with Sales and Product Teams to identify and support new solution revenue opportunities, creating calculations and proposals, executing contract negotiations, and providing pre-sales consulting.
• Acted as the face of Solution Delivery in presales activities, ensuring accurate representation of deployment methodologies to potential customers.
• Led recurring governance meetings with client steering committees to ensure alignment on program milestones and future strategy.
• Managed all resources to ensure program commitments were completed on time, within budget, and with high quality.
• Established and grew relationships with clients at all levels within the organization, fostering trust and collaboration.
• Directed cross-functional, multicultural, and geographically dispersed teams to achieve program goals.
• Partnered with leadership to create and maintain departmental staffing plans, organizational charts, budgets, and other essential documentation.
• Interacted effectively with Engineering and Product Management departments, providing valuable input for ongoing product enhancements.

Sep 2015 – Mar 2017 · 1 yr 6 mos · Taguig, National Capital Region, Philippines

• Manage IT, Transformation project teams in Agile and Hybrid environment, realizing success through application of SDLC methodologies and exceptional leadership skills.
• Managed onsite account and client relations, engaged with customers, partners, and constituent groups to create positive, trusting and professional relationships.
• Manage and oversee milestones completion, invoicing process and forecast planning with PMO, Finance and Regional counterparts.
• Identify plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints.
• Orchestrate projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
• Manage and oversee Operations Manager and Shift Managers providing operations support to customers (L1, L2, L3).
• Ensure that daily operations are complying to agreed customer contract, company objectives and SLA.
• Support, mentor, and supervise teams of different backgrounds, multi-cultural professionals, onsite and offsite.
• Manage and oversee handholding process from Delivery to Operations.

Jul 2013 – Jul 2015 · 2 yrs · Makati, National Capital Region, Philippines

• Reported directly to the Chief Operating Officer, ensuring alignment with executive strategies and goals.
• Led multiple departments, including Project Delivery, Operations Support, Test & QA, and Campaigns & Analytics, driving cohesive and efficient operations.
• Managed and built strong account and customer relationships, as well as with internal stakeholders.
• Managed parallel delivery activities in Agile and hybrid environments, ensuring timely and successful project outcomes.
• Ensured daily operations complied with client contracts, KPIs, and SLAs, maintaining high standards of service delivery.
• Managed and oversaw Operations support for customers (L1, L2, L3), ensuring effective and responsive service.
• Engaged with internal and external customers, fostering a collaborative and inclusive environment.
• Supported, mentored, and supervised teams of diverse backgrounds, including multicultural professionals, both onsite and offsite.
• Worked closely with R&D and Product teams to ensure alignment of delivery and goals, including software roadmap, operations, and quality compliance.
• Led the ISO compliance certification journey for the Manila office, focusing on information security.
• Oversaw recruitment for several divisions, bringing technical and management skills to Operations Support, Project Delivery, and Test departments.
• Spearheaded and oversaw internal product certification training plans for the Manila office.
• Conducted regular feedback processes, goal setting, rewards, and merit increase reviews and recommendations.
• Participated in regular strategic planning with senior leadership and regional counterparts, aligning departmental goals with organizational objectives.
• Participated in pre-sales activities, including requirements gathering, contracting, and negotiation.
• Managed and oversaw the handover process from Delivery to Operations, ensuring seamless transitions and continuity.

Jul 2012 – Jul 2013 · 1 yr · Makati, National Capital Region, Philippines

• Managed onsite and off-site teams in completing IT Transformation tests to support successful product development stages and releases.
• Managed client relations, engaged closely with customers, partners, and third parties.
• Operated under Agile Scrum/Kanban frameworks to complete releases in organized sprints.
• Effectively interacted with management and the development department regarding software defects and issues, working closely to develop innovative solutions.
• Supported and mentored multicultural teams, both onsite and offsite.

Nov 2005 – Jul 2012 · 6 yrs 8 mos · Makati, National Capital Region, Philippines

• Led and oversaw VAS and Financial projects supporting both Smart and PLDT business:
• Drove and managed project teams in Agile and Hybrid environments through application of SDLC methodologies, leadership skills and best practices.
• Engaged with business, delivery, networks team and operations to support end to end project delivery.
• Supported and collaborated with multicultural professionals, both onsite and offsite.