- Seasoned leader with over 15 years of experience in the IT and HR technology sectors, specializing in client success, service delivery, and strategic account management.
- Proven track record of driving significant commercial outcomes, including securing 30% revenue growth and maintaining 100% client retention at PingAn.
- Expert in building and leading high-performing, cross-regional teams of 60+ members, fostering a culture of excellence to consistently exceed client expectations.
- Recipient of the prestigious IBM Global GTS Quality Excellence Award for outperforming 13 global teams in service quality and client satisfaction.
Summary
Work Experience
PingAn
Client Service Director
February 2021 - Now
- Spearheaded end-to-end delivery for large-scale HCM projects, directly securing ¥27M in revenue for 2024 through meticulous execution and post-warranty support.
- Achieved 30% revenue growth and 100% client retention by negotiating and managing 18 annual contracts valued at ¥10M.
- Architected and executed strategic account plans for 20+ enterprise clients, driving widespread adoption of HR-X intelligent solutions and deepening client partnerships.
- Delivered 27% cost savings on high-value HCM projects through rigorous procurement planning and budget controls while maintaining full financial compliance.
- Strengthened long-term strategic partnerships by resolving key client escalations and aligning service strategies with evolving industry trends to enhance client satisfaction.
IBM
Senior Service Delivery Manager
September 2005 - February 2021
- Directed full-scope IT service delivery and complex data center migrations across APAC/EMEA, managing hybrid infrastructure including Mainframe, AS400, and Windows/Linux systems.
- Championed the adoption of Agile and Global Delivery Frameworks, boosting operational efficiency by 17% and reducing delivery costs by 11%.
- Earned the IBM Global GTS Quality Excellence Award for outstanding service delivery, outperforming 13 global teams across global engagements.
- Led and developed a 60-person cross-regional team, building a high-performance delivery capability through targeted training, coaching, and career development initiatives.
- Spearheaded the development of internal tools (Stuff Portal, Knowledge DB, Workday+) to automate workflows and improve process accuracy.
KangYue
Technical Support Specialist
September 2004 - July 2005
- Provided pre-sales and post-sales technical support for Lenovo PCs, enhancing client satisfaction through effective problem resolution.
- Automated 80% of routine support processes, reducing manual effort by 40%.
Skills
Account Management & Client Success
Strategic Account Planning, Contract Negotiation, Client Retention & Success, Revenue Growth, Budget & Cost Control, Stakeholder Engagement, Customer Experience (CX) Strategy
Service Delivery & Operations
IT Service Management (ITSM), Global Delivery Governance, Agile & Scrum Methodologies, SLA & KPI Management, Process Automation, Change/Incident/Problem Management, Project Management, Security & Comp
Leadership & People Management
Global Team Leadership (60+), Performance & Career Development, Capability Building, Cross-Cultural Communication, Conflict Resolution, Coaching & Feedback
Certifications & Professional Development
ITIL v3 Foundation Certificate in IT Service Management
PEOPLECERT
Service Excellence in Global Delivery
IBM
Customer Satisfaction and Relationship Management
IBM
Advanced Account Management
IBM Global Sales School
Client Value Engagement and Delivery
IBM
Strategic Deal Management
IBM
Education
North China University of Science and Technology
Bachelor of Engineering
2000 - 2004