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Summary

With 18 years of large enterprise customer service delivery experience, I have a strong customer-centric mindset and received global-level service awards for exceptional quality;

I am adept at managing large data center infrastructure and enterprise software operations, continuously improving work quality through effective incident, problem, and change management;

With 15 years of global IT project delivery experience spanning finance, insurance, telecommunications, and transportation industries, I excel in collaborating with diverse cross-regional teams and possess English proficiency;

I led two successful global change deliveries, implementing agile, lean, and process excellence methodologies to enhance service quality and efficiency;

Over 10 years, I built and managed large teams (~60ppl), established the largest mid-range technical support teams in China.

Education

North China University of Science and Technology

Bachelor of Engineering

2000 - 2004

Languages

Language

English: 

Professional

Language

Chinese: 

Native

Skills

  • IT Operation

    ITSM, Service delivery, Process Excellence, Project management, Global Change Delivery, Lean/Agile methodologies, Problem-solving, Security & compliance

  • People Management

    Leadership, Communication, Performance management, Career Development, Capability building

  • Account Management

    Client success, Contract negotiation, Business development, Budget/cost management

Courses and Certificates

ITIL v3 Certificate in IT Service Management

Scrum Master: Scrum for the Team

The Essential Role of the Agile Product Owner

IBM Agile Explorer badge

Achievements

IBM Global GTS Quality Excellence Award

CIC China Manager - Best Operation Award Winner

Work Experience

PingAn

Client Service Director

February 2021 - Now

  • Built Client Service Team from Scratch - Developed service products, standards, and processes to provide post-sales support for 20+ large-scale projects, with a total value exceeding billions of RMB;
  • Developed Multi-Million Annual Budget for Client Service Department - Formulated the annual budget, covering personnel, outsourcing, IT resources, software licensing, and daily expenses, amounting to tens of millions RMB;
  • Led Procurement Planning and Contract Execution - Responsible for developing procurement plans and overseeing their successful implementation. Achieved signing of multi-million contract for overall service subcontracting and multiple third-party service acquisitions;
  • Crafted Service Proposals and Contracts - Developed comprehensive service proposals, provided service quotes, and facilitated contract signing for multiple post-sales operation contracts, totaling millions in value;
  • Led Team in Delivering Services for Enterprise Clients - Supervised a team responsible for software defect resolution, environment maintenance, security and compliance upgrades, and customized development for over ten major enterprise clients;
  • Managed Full Lifecycle of Customized Solutions - Managed end-to-end customization requests from clients, including solution design, feature demonstrations, contract negotiations, development delivery, acceptance testing, and payment tracking;
  • Nurtured Customer Relationships and Achieved 100% Retention - Maintained overall relationships with 20+ enterprise clients, devised customer success strategies, ensuring 100% retention rate and facilitating contract renewals;
  • Led 22-Member Service Team - Managed a 22-person service team, including customer success managers, product managers, developers, and operations staff.

IBM

Senior Service Delivery Manager

March 2011 - February 2021

  • Led Large Team for IT Services in AP and EMEA - Supported core system BAUs for over ten countries in the Asia-Pacific region for AIA, earning the prestigious IBM Global GTS Quality Excellence Award for outstanding service;
  • Key Member in Global Change Delivery - Played a vital role in successfully implementing the GDF (Global Delivery Framework) and Agile transformation. Employed Standardized Processes and Methods, Quality Management, Risk Management, Training and Certification, Knowledge Management, Customer Relationship Management, and Continuous Improvement methodologies. Achieved remarkable efficiency improvements of 17% and 11% respectively;
  • Implemented Lean and Agile Methodologies for Consistent Efficiency Gains - Achieved quarterly efficiency gains of no less than 5% over years by team restructuring, process optimization, and skill enhancement;
  • Effective Resource Allocation and Budget Management - Monitored workforce data for each project and made timely adjustments to resource allocation, ensuring projects consistently stayed within budget and maintained competitive labor rates in the market;
  • Developed Efficiency-Boosting Tools - Led the team in developing various tools to support efficiency goals, including the "Stuff Portal" for labor data analysis, the "Knowledge DB" for IT information management, and "Workday+" for employee workforce data compliance checks;
  • Initiated and Managed Skill Development Projects - Projects such as "Advanced Skill Development Plan (ASDP)", "All Beyond Tech (ABT)", and "Expert's Spreading" played a pivotal role in shaping the company's professional and soft skill development strategies;
  • Managed 60-Person Team with Focus on Performance and Development - Established China's largest AS400 team from scratch.

IBM

Team Leader

September 2005 - March 2011

  • Led global teams maintaining mainframe software repositories;
  • Delivered infrastructure upgrades, migrations, and data center relocations;

KangYue

Technical Support Specialist

September 2004 - July 2005

  • Provided pre-sales and post-sales support for Lenovo PCs
  • Automated 80% of processes, reducing manual efforts by 40%
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