Client service and delivery leader with 15+ years of experience in account growth, end-to-end service delivery, and cross-functional team leadership in IT and HR tech. Proven in strategic planning, contract negotiation, and driving 30% revenue growth with 100% retention at PingAn. Winner of IBM Global GTS Quality Excellence Award. Skilled in transformation leadership, budget control, and building high-performing teams to deliver consistent client value.
Summary
Achievements
Account Management
- Secured 30% revenue growth and 100% client retention by leading strategic account planning and contract negotiations across 20+ enterprise clients.
Service Delivery Excellence
- Delivered 27% cost savings through budget optimization and procurement planning for high-value HCM projects.
- Led best-in-class service delivery at IBM, earning the Global GTS Quality Excellence Award, outperforming 13 global teams.
- Spearheaded Agile adoption across APAC/EMEA teams, improving operational efficiency by 17%.
People Management
- Managed and developed 60+ cross-regional team members, implementing performance frameworks and career development plans to build delivery capabilities.
Education
North China University of Science and Technology
Bachelor of Engineering
2000 - 2004
Languages
English:
Professional
Chinese:
Native
Skills
Account Management
Strategic account planning, Contract negotiation, Client success and retention, Budget and cost control, Stakeholder engagement, Customer experience (CX) strategy
Service Delivery & Operations
ITSM, Service delivery governance, Change/Incident/Problem management, SLA & KPI management, Process automation, Project management, Agile & Scrum, Global change initiatives, Security & compliance
People Management & Leadership
Team leadership, Performance & career development, Capability building, Coaching & feedback, Conflict resolution, Stakeholder communication, Cross-cultural & cross-team coordination
Courses and Certificates
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
Work Experience
PingAn
Client Service Director
February 2021 - Now
- Oversaw delivery of large-scale HCM projects from execution to warranty phase, securing ¥27M revenue in 2024.
- Negotiated and managed 18 annual contracts (¥10M total), contributing to 30% revenue growth and sustaining 100% client retention.
- Developed strategic account plans for 20+ enterprise clients, driving adoption of HR-X intelligent solutions.
- Achieved 27% cost savings through procurement and budget controls, while maintaining full financial compliance.
- Resolved key client escalations and aligned service strategies with industry trends to strengthen long-term partnerships.
- Enhanced client satisfaction through post-delivery support and continuous solution optimization.
IBM
Senior Service Delivery Manager
September 2005 - February 2021
- Directed full-scope IT service delivery and data center migration across APAC/EMEA, covering hybrid infrastructure (Mainframe, AS400, Windows/Linux).
- Drove Agile and Global Delivery Framework adoption, boosting efficiency by 17% and reducing delivery costs by 11%.
- Built internal tools (Stuff Portal, Knowledge DB, Workday+) to automate workflows and improve accuracy.
- Managed 60-person cross-regional teams, with strong focus on training, performance, and capability building.
- Received IBM Global GTS Quality Excellence Award for outstanding service delivery across global engagements.
KangYue
Technical Support Specialist
September 2004 - July 2005
- Provided pre-sales and post-sales support for Lenovo PCs, enhancing client satisfaction through technical solutions.
- Automated 80% of support processes, reducing manual efforts by 40%.