Services

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