James Liu

Drove 30% revenue growth and 100% client retention through contract negotiations and client success strategies for 20+ enterprise accounts.

Achieved 27% cost reduction at PingAn via budget optimization for multimillion-RMB HR software projects.

Received award for leading exceptional IT service delivery, surpassing 13 global teams.

Led global IT transformation, implementing Agile frameworks to boost efficiency by 17% for Asia-Pacific and EMEA clients (2011-2021)

• Built and led an after-sales service team for HR software, establishing the team from scratch and defining service products, standards, and processes to provide after-sales support for over 20 large projects with a combined budget exceeding 100 million RMB.
• Developed and executed multi-million RMB annual budgets, precisely tracking revenue target achievements and ensuring effective control of manpower, outsourcing, IT resources, and procurement expenses. Achieved a 27% cost reduction and a 30% increase in revenue through a series of measures.
• Managed after-sales project bidding, business negotiations, and contract signings as a Business Director, handling 18 contract signings/renewals annually with a total contract value of around 10 million RMB. Expanded business opportunities while ensuring customer needs were met.
• Led a team to provide services such as software bug fixes, environment operations and maintenance, security and compliance upgrades, and custom development for HR software, supporting the operations of more than ten major enterprises.
• Handled supplier management, ensuring partners delivered services according to standards and achieving mutual success. Managed relationships with over 20 corporate clients, developing client success strategies and achieving a 100% client retention rate in 2023, maintaining high levels of client satisfaction.
• Managed a service team of 22 members, including customer success managers, product managers, developers, and operations personnel. Improved service quality and maximized team performance through continuous skill enhancement, team structure optimization, and resource integration.

• Led a large team to provide IT services for major corporate clients across the Asia-Pacific and EMEA regions, including infrastructure maintenance, security and compliance management, and project management. Earned the IBM Global GTS Quality Excellence Award for exceptional service quality.
• Implemented two major global transformation initiatives: the Global Delivery Framework and Agile transformation. Achieved a 17% efficiency increase and 11% cost reduction through process optimization, quality management, risk management, and continuous improvement.
• Achieved quarterly efficiency improvements of at least 5% using Lean and Agile methodologies. Optimized team structures and processes to maintain project budgets within reasonable limits and keep labor costs competitive.
• Developed tools such as Stuff Portal (for labor data analysis), Knowledge DB (an IT information repository), and Workday+ (for checking time tracking data compliance) to enhance management efficiency and data accuracy, providing significant support to key departments.
• Initiated and managed training programs like ASDP (Advanced Skill Development Plan), ABT (All Beyond Tech) and Expert's Spreading to support the company's strategic goals in technical and soft skills.
• Managed a team of up to 60 members, focusing on performance management, career development, and stability. Successfully built China's largest AS400 team and established it as the most reliable and professional group.

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

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