STRATEGY AND PROCESS EXCELLENCE
- Define, design, and deliver the Transformation Strategy, Roadmap and Governance.
- Conduct diagnostics, current state assessments, and provide future state recommendations.
- Create and implement innovative solutions.
- Leverage existing and exploit emerging technologies and digitalization as the strategic weapon to enable the business.
- Implement appropriate Centres of Excellence (CoE) and Community of Practices (CoP).
- Drive process re-engineering and business excellence to gain operational efficiency.
- Implement capability framework, omni-channel service delivery models, and globalize/localize process improvements.
- Advocate for a continuous process improvement culture.
PORTFOLIO, PRODUCT, PROGRAM, PROJECT MANAGEMENT AND EXECUTION
- Manage and deliver products and projects to satisfy cost, quality, speed/productivity, risk and compliance, process maturity, satisfaction, and objectives.
- Source and manage the project resources, as well as engage the project teams, sponsors, steering committee, staff, stakeholders, vendors, and partners.
- Coach and mentor leaders, stakeholders, and team members.
- Appropriately challenge the status quo of processes, culture, and operational models for breakthrough improvements.
- Manage conflicts, risks, and issues to minimize the impact to project success.
- Prepare weekly and monthly status reports to leaders and stakeholders.
- Design and maintain PPM tool (Planview, Clarity, MS Projects, Trello, Jira, Visual Studio), online project website source (SharePoint, Confluence).
- Display project dashboards for collaboration, visibility, and transparency of project health, quality of deliverable, and performance metrics.
TECHNOLOGY ENABLEMENT AND IT SERVICE MANAGEMENT (IT SM)
- Optimization of Business Excellence; using IT as an innovative and strategic enabler.
- Design and deploy Digital Transformation and Social Media Strategy.
- Abstract, create and implement IT Service Management strategy, ITIL process maturity assessments, plans, and innovative solutions.
- Plan, manage and execute the IT SM program/projects and solutions.
- Design and shape the IT Service Desk and the IT SM processes (Request Fulfillment, Change, Incident, Access, Problem, and Release).
- Define and document the IT SM processes, workflows, reports, data and metrics: KPIs, SLAs, OLAs.
- Design and deploy the IT SM tools (ServiceNow, Zendesk, and Remedy) to enable and automate IT SM processes.
CHANGE MANAGEMENT - ENTERPRISE, ORGANIZATIONAL, INITIATIVE AND INDIVIDUAL
- Plan and lead qualitative research (interviews, focus group sessions), stakeholders’ engagement workshops, and quantitative research (surveys).
- Conduct change diagnostics, gap analysis, and assessments: readiness, organizational culture, stakeholder analysis, risk, and change impacts.
- Nurture critical relationships and build partnership and collaboration across non-traditional boundaries.
- Enable the Change with the leaders, individuals, stakeholders, third-party providers, and supply chain partners.
- Engage, encourage, equip, educate, empower, energize, and elevate individuals for the Change.
- Develop and deliver the Change Management strategy and plans in alignment with Transformation Strategy and PMO:
- Stakeholder Management
- Communication
- Training/Education/Learning
- Leadership Development
- Change Impact and Management
- Culture and Behavior Change
- Organization and Process Design
- Release and Deployment
- Transition/Operational Readiness
- Organizational Alignment
- Change Reinforcement and Sustainment
- Continuous Improvement
- Benefits Realization