Experience

Fujitsu Caribbean

• IT Services and IT Consulting
• 100 - 200 Employee

• Head - Managed Services Operations

  • Aug 2021 - Present

• Service Transition Executive

  • Apr 2019 - Jul 2021



Fujitsu Caribbean (Trinidad) Limited

• Barataria, Trinidad

• Vice President, Technical Support Services (Ag.)

  • Nov 2016 - Mar 2019

  Assist with defining strategic direction and managing all aspects of new implementations and ongoing projects with the service managers across Fujitsu's client base. Responsibility for building high-performance teams, strong commercial skills and the ability to maintain high levels of client satisfaction. Responsibilities include: >Design services offering >Support sales and marketing initiatives >Recruit and build team >Develop and/or maintain department procedures, metrics and key performance indicators to measure operations and improvement targets to support changing business requirements >Assist in responding to RFQ/RFPs by scoping to ensure that high quality deals are sold that will lead to success >Ensure the Services organization delivers projects that meet or exceed Customer expectations Show less



Fujitsu Caribbean

• IT Services and IT Consulting
• 100 - 200 Employee

• Service Delivery Manager

  • Sep 2011 - Nov 2016

  • Accountable for managing service delivery for all customers in Trinidad and the Southern Caribbean • Provide a focus for SLA management and customer satisfaction across the relevant customer base • Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value • Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures • Ensures resources, capabilities and capacity to meet both existing and new business demand • Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit • Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole ‘virtual’ service team, including other service partners and suppliers to ensure a seamless end-to-end delivery of service for clients • Ensures robust tools and - where relevant - technological platforms are in place to support customer environments and best service solutions • Motivates, develops and mentors other service delivery employees and managers where relevant • Maximizes same account growth opportunities • Champions team-work, re-use, knowledge sharing and promotes the increased use of Shared Services capability • Provides support to new business opportunities. Takes an active role in bids and supports the transition and implementation of new business (including new service offers) Show less



Fujitsu Caribbean

• IT Services and IT Consulting
• 100 - 200 Employee

• Service Account Manager

  • Apr 2010 - Jul 2011

  Manage service delivery to customers in order to deliver contracted service commitments & continual service improvements (typically to management level) Actively owns service risks, influence service costs & improve efficiency of contracts for customers & Fujitsu in order to increase profitability (Fujitsu) & continually improve cost effectiveness (Fujitsu & customer) In conjunction with the customer (typically management level) stimulates & defines requirements for new service as part of an IT Service Strategy. Ensures such services are professionally introduced & accepted Proactively manages capability units in Core Services & other suppliers in a service partnership as ‘one service team’ to senior level customers Show less



NIPDEC

• Project Coordinator

  • Aug 1999 - Sep 2006