Mark Dannielle Manabat

Service Delivery and Contracts Management Lead at HCX Technology Partners (AC Synergy, part of Ayala Corporation)
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Contact Information
us****@****om
(386) 825-5501
Location
PH
Skills

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Credentials

  • ITIL® 4 Foundation: Introduction
    Skillsoft
    Jun, 2022
    - Nov, 2024
  • Key Concepts and the Four Dimensions of Service Management
    Skillsoft
    Jun, 2022
    - Nov, 2024
  • Service Desk, IT Asset, Service Configuration, and Change Control Management
    Skillsoft
    Jun, 2022
    - Nov, 2024
  • The Guiding Principles of the Service Value System and Continual Improvement Model
    Skillsoft
    Jun, 2022
    - Nov, 2024
  • The Service Value Chain and General Management Practices
    Skillsoft
    Jun, 2022
    - Nov, 2024
  • Embracing a Customer-obsessed Mentality
    Skillsoft
    Oct, 2021
    - Nov, 2024
  • Becoming an Accountable Professional
    Skillsoft
    Aug, 2021
    - Nov, 2024
  • Developing a Growth Mindset
    Skillsoft
    Aug, 2021
    - Nov, 2024
  • Navigating Other People's Emotions
    Skillsoft
    Jul, 2021
    - Nov, 2024
  • Navigating Your Own Emotions
    Skillsoft
    Jul, 2021
    - Nov, 2024
  • Navigating the Workplace with Emotional Intelligence
    Skillsoft
    Jul, 2021
    - Nov, 2024
  • The Essentials for Anger Management
    Skillsoft
    Jul, 2021
    - Nov, 2024
  • Developing Your Business Ethics
    Skillsoft
    May, 2021
    - Nov, 2024
  • The Building Blocks of Building Trust
    Skillsoft
    May, 2021
    - Nov, 2024
  • Contributing as a Virtual Team Member
    Skillsoft
    Apr, 2020
    - Nov, 2024
  • Exploring Virtual Collaboration
    Skillsoft
    Apr, 2020
    - Nov, 2024
  • Facing Virtual Team Challenges
    Skillsoft
    Apr, 2020
    - Nov, 2024
  • Forging Ahead with Perseverance and Resilience
    Skillsoft
    Apr, 2020
    - Nov, 2024
  • Navigating Challenging Situations with Diplomacy and Tact
    Skillsoft
    Apr, 2020
    - Nov, 2024
  • Organizations Change So Get Ready
    Skillsoft
    Apr, 2020
    - Nov, 2024
  • Developing an Effective Business Case
    Skillsoft
    Mar, 2020
    - Nov, 2024
  • Expert Insights on Networking & Building Relationships
    Skillsoft
    Mar, 2020
    - Nov, 2024
  • Interacting with Customers
    Skillsoft
    Mar, 2020
    - Nov, 2024
  • Organize Your Physical and Digital Workspace
    Skillsoft
    Mar, 2020
    - Nov, 2024
  • Take a Deep Breath and Manage Your Stress
    Skillsoft
    Mar, 2020
    - Nov, 2024
  • The Art of Staying Focused
    Skillsoft
    Mar, 2020
    - Nov, 2024

Experience

  • HCX Technology Partners Inc.
    • Philippines
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Service Delivery and Contracts Management Lead
      • Mar 2022 - Present

      o Client Partners • Handles the day-to-day client inquiries and requests- Monitor and track delivery issues, client complaints/escalations and follow through of action plans until closure- Own and manage client communications on major incidents, updates and changes impacting delivery or operations- Consolidate and review the Root Cause Analysis (RCA) document before presenting to clients - Inform clients for both planned and unplanned system downtime • Provides client data to Customer Solutions and Success- General status on customer satisfaction based on SLA, issues, and performance- Opportunities raised during Governance meetings • Ensure that all contracts and service agreements are accurate, well maintained and properly signed by all parties - Draft and review all client contracts and ensure that contracts are executed in accordance with corporate guidelines- Discuss and negotiate the contract provisions with the clients- Review and audit existing contracts, and proposes modifications- Review and revise contracts to ensure legal/contractual risks & revenue leakages are addressed, and that committed Scope-of-Work and Service Level Agreements are observed and/or updated• Facilitate and lead monthly and/or quarterly governance meetings• Follow-up on accounts receivable and outstanding billing statements• Performs other duties that may be assigned from time to timeo Change Request Management • Draft, update and manages Change Request Forms (CRFs)• Track and monitor CRF numbers and on-going projects• Coordinates the solutioning, costing, and billing with different departments• Discuss and negotiate the CRFs to clients• Ensure that all active CRFs are properly signed by both partieso Reports Management• Prepare and submit monthly:- Revenue Recognition Report- Audit Reports- Contact Center, System, and Payroll Performance Reports- Contracts management status update• Maintain an up-to-date contract and CRF database

    • Contracts Management Analyst II
      • Jun 2020 - Feb 2022

      o Ensure that all Company contracts and service agreements are accurate, well maintained and properly signed by all partieso Draft and review all client contracts and service agreements. Ensures that contracts are executed in accordance with corporate guidelineso Coordinate with different teams relating to contract generationo Discuss and negotiate the contract provisions with the clientso Prepare regular reports on the status of contracts managemento Maintain an up-to-date contract database/trackero Maintain a set of standard contracts for the Companyo Review and audit existing contracts, and proposes modificationso Review and revise contracts to ensure legal/contractual risks & revenue leakages are addressed, and that committed Scope-of-Work and Service Level Agreements are observed and/or updated.o Review and update processes to improve efficiency and to meet the changing needs of the organizationo Perform ad hoc tasks as assigned

    • Contracts Management Specialist
      • Jun 2019 - May 2020

      o Prepare, seek sign-off and maintain contract documentationo Perform Vendor Accreditation-related activitieso Collect transfer pricing-related documents from clients (Organizational Structure, Info Sheets, and/or Articles of Incorporation)o Assist in preparation and publishing of Monthly Business Reports, Periodic Mancom Reports, and Quarterly Board of Directors presentation decko Assist in preparing sales proposal deckso Assist in filing and uploading of contracts and other documents in physical cabinet and/or online repositoryo Assist in Tracking Sales Opportunities from Qualification to Contracting to Win via a Sales Funnelo Handle Program Management Office (PMO) matters

  • HCLTech
    • India
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Contracts Executive
      • Jun 2017 - Oct 2018

      o Prepare software order forms, software license agreements, and termination agreements o Provide price recommendations during deal development o Assist with non standard order requests (e.g., mid-term software upgrades) o Coordinate with the Order Management and License Provisioning teams to ensure that client orders are provided on time o Enforce standard business processes, rules, and policies o Enable a consistent view of pricing across products, channels, and regions o Prepare software order forms, software license agreements, and termination agreements o Provide price recommendations during deal development o Assist with non standard order requests (e.g., mid-term software upgrades) o Coordinate with the Order Management and License Provisioning teams to ensure that client orders are provided on time o Enforce standard business processes, rules, and policies o Enable a consistent view of pricing across products, channels, and regions

  • Megaworld Corporation
    • Real Estate
    • 700 & Above Employee
    • Operations Officer
      • Oct 2016 - Apr 2017

      o Ensure that the property is in topnotch condition o Provide on-site leasing management assistance o Ensure that tenants are complying with the property’s guidelines o Draft, review, negotiate and ensure that vendor and tenant contracts are valid and up-to-date o Prepare annual capital and operational expense budget o Provides proper facility and property management training to all personnel. o Conduct final screening and interview in hiring for new personnel o Audit current property and facility management processes o Ensure that the property have valid and up-to-date government permits

  • Villar Group of Companies
    • Alabang, Muntinlupa City
    • Tenant Relations Officer
      • Mar 2016 - Sep 2016

      o Ensure that tenants are complying with the property’s guidelines o Provide customer relations support o Draft, review, and ensure that tenant lease contracts are valid and up-to-date o Track and penalize tenants for violating the property guidelines o Provide leasing management assistance o Ensure that tenants are complying with the property’s guidelines o Provide customer relations support o Draft, review, and ensure that tenant lease contracts are valid and up-to-date o Track and penalize tenants for violating the property guidelines o Provide leasing management assistance

  • Filinvest - Pro-Excel Property Managers Inc.
    • Philippines
    • Consumer Services
    • 100 - 200 Employee
    • Operations Assistant
      • Sep 2015 - Mar 2016

      Operations Assistant (Residential Property Operations) - September 2015 – March 2016o Supervise and implement basic building management requirements (housekeeping, security, and technical management)o Check and report the condition of primary facilities of the propertyo Coordinate and schedule property facility repairs and rectification with accredited contractorso Schedule, organize, monitor, and supervise necessary preventive maintenance of equipment and facilitieso Assist in addressing customer inquiries and complaintso Assist in preparation of annual capital and operational expense budgeto Draft, review, negotiate, and maintain valid & up-to-date vendor and tenant contractso Assist in ensuring that the property have valid and up-to-date government permits

    • Documentation Assistant
      • Mar 2015 - Aug 2015

      Documentation Assistant (Condominium Post-Sales Operation) – March 2015 – August 2015o Prepare, review and route contracts-to-sell and deeds of absolute sale to customerso Ensure that total contract value per property are accurately presented across all contractso Assist in uploading in the company database pertinent information of customerso Coordinate with various teams to ensure that property titles are efficiently turned over to customerso Accomplish tasks and responsibilities assigned by the immediate supervisor from time to time within a given timeline

  • Thomson Reuters
    • Canada
    • Software Development
    • 700 & Above Employee
    • Publishing Specialist
      • Sep 2013 - Dec 2014

      o Review/proof-read and edit raw manuscripts (Federal and State cases & rulings) provided by US counterparts o Coordinate and report to US counterparts any errors or defects in the manuscripts o Coordinate with US counterparts to ensure that manuscripts are published on-time o Assist in addressing customer’s product-related inquiries and complaints o Review/proof-read and edit raw manuscripts (Federal and State cases & rulings) provided by US counterparts o Coordinate and report to US counterparts any errors or defects in the manuscripts o Coordinate with US counterparts to ensure that manuscripts are published on-time o Assist in addressing customer’s product-related inquiries and complaints

Education

  • San Beda College
    Bachelor of Science in Legal Management, Legal Studies, General
    2008 - 2012
  • Immaculate Conception School For Boys
    Highschool Gradute
    2004 - 2008

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