Mentoring and Leadership - Dedicated to mentoring colleagues and developing leadership skills that foster team growth and individual achievement For eg Facilitator of Learning & Leadership Development
Darren Poon
Service Delivery Operations Manager
Kuala Lumpur
Summary
With over 15 years of experience in Customer Service Operations, BPO services, IT Service Management industry domains and over 8 years in service delivery and operations management role, I leverage strong leadership and strategic thinking to drive operational efficiency, team growth and enhance customer satisfaction. Exhibits proven capability in collaborating with cross‑functional teams to drive service excellence while demonstrating strong project execution. My expertise spans Revenue and Cost management, people development, actively championing workforce upskilling through structured training programs with a proven track record of mentoring and promoting over 30 team members to support leads. I’m motivated to further explore and apply GenAI application for service delivery optimization, AI‑enabled workflow design, Agentic AI adoption, AI workforce upskilling to support organization’s growth objectives and support client success in a dynamic and innovation-driven environment.
Overview
3
3
Languages
22
22
years of professional experience
Work History
Service Delivery Operations Manager
Accenture
12.2018 - Current
- Maintained 100% SLA compliance and zero client escalations across 5 projects by managing 85-100 analysts in 7 languages at Accenture.
- Led operational productivity and cost optimization initiatives, which resulting in consistent achievement of 100% monthly revenue and maxbill targets.
- Leveraged available technology tools to further enhance operational effectiveness within the department.
- Strong in building effective relationships with stakeholders and cross‑functional partners, with proven capability in team management and a positive, can‑do attitude.
- Partners effectively with cross‑functional teams to achieve service excellence while demonstrating strong project execution, successfully delivering 5 ramp requests (+250 HC) on schedule with 100% onboarding achieved.
- Drive and facilitate regular internal and client service review meetings, covering performance, service improvements, quality, and process effectiveness.
- Mentored and developed a high-performing team of support lead role, fostering a culture of continuous professional growth.
- Conduct data analysis, spot data trends, perform gap analysis, generate reports, and recommend improvements to current business metric collection process.
- Leads the development and execution of internal rewards and recognition programs to support talent retention and professional development within the project.
Client Capabilities Lead
Hewlett Packard Enterprises, DXC Technologies
06.2015 - 08.2017
- Ensure end‑to‑end service delivery in accordance with contractual Service Descriptions and Operational Level Agreements (OLAs).
- Collaborated with delivery managers, delivering a 10% headcount cost reduction equivalent to $300K for the ITO Malaysia center by implementing automation and lean management across key processes.
- Uncovered an additional $50K in monthly revenue for the account team by optimizing the existing CMDB.
- Provide full ownership of major incidents, orchestrating cross-functional resolution efforts, maintaining effective stakeholder engagement, and delivering actionable post-incident reviews.
- Led the implementation of automated database start-up and health checks across all critical databases, reducing DBA manual effort and improving availability SLA by 10%.
- Achieved a 40% reduction in tickets by introducing standardized monitoring metrics through Oracle Enterprise Manager (OEM).
- Govern the quality and effectiveness of RCA reports from Delivery Leads and Problem Analysts, driving incident prevention and reducing the business impact of incidents that cannot be avoided.
- Streamlined the new server acceptance process, cutting lead time by over 60% (from 3–5 days to 1.5 days) and accelerating backlog reduction for BAU support.
Delivery Manager
Hewlett Packard Enterprise, HPE
11.2010 - 05.2015
- Led end-to-end delivery of team operations to ensure contractual Service Level Agreements (SLAs) were consistently met.
- Led the planning and execution of strategic service improvement and transformation initiatives aligned with both business and customer expectations.
- Conducted regular service review sessions with client and stakeholders to maintain transparency, ensure alignment, and drive continuous improvement.
- Performed data-driven analysis of daily operational performance, identifying gaps against delivery KPIs and implementing targeted improvement actions.
- Championed the adoption of ITIL best practices, continually seeking opportunities for service improvement and ensuring robust mitigation and contingency plans were in place.
- Led major incident management efforts and root cause analyses, implementing effective corrective and preventive actions.
- Took accountability for resource planning within Service Delivery, ensuring the right mix of skilled resources, processes, and technology to meet business objectives and maintain service levels.
- Led the DBA team to proactively enhance database instance monitoring across 320 servers, resulting in a 15% reduction in major incidents.
Shift Manager
Hewlett Packard Enterprise, HPE
12.2006 - 10.2010
- Supervised a team of delivery engineers to ensure effective operational support, focusing on both Incident and Change Management processes.
- Guided engineers in achieving Service Level Agreement (SLA) compliance and maintaining strict adherence to security standards.
- Reviewed staffing levels as determined by the Operations Lead, ensuring sufficient coverage throughout each shift and escalating gaps when necessary.
- Proactively anticipated potential issues that could impact service availability or critical response times, taking appropriate action to mitigate risks.
- Maintained clear and transparent communication by updating the team and management on any risks or issues related to service delivery.
- Prepared and delivered comprehensive shift handover reports to keep management, support teams, and customer stakeholders informed of site activities.
- Reviewed incident and problem management trends regularly and recommended actions for continuous service improvement.
Account Administrator
Computer Sciences Corporation (CSC)
11.2003 - 12.2006
- Delivered Level 2 customer service and IT Support to in-house customers in US and Malaysia. Responsibilities included system administration and configuration across multiple platforms.
- Supported the Team Lead in overseeing daily operations, monitoring queues, and consistently achieving Service Level Agreements (SLAs).
- Followed established Escalation and Notification processes to address incidents promptly and effectively.
- Assisted in the development, review, and ongoing maintenance of Standard Operating Procedures (SOPs) to ensure the team adhered to standardized processes.
- Managed in-house customer accounts within Windows NT domains, handling account creation, configuration, Exchange email setup, and troubleshooting as required.
- Diagnosed and resolved issues within client tools/systems by providing support through email, phone, or remote access tools such as NetMeeting.
Education
Bachelor of Science - Degree in Microelectronic
Tunku Abdul Rahman University of Management And Technology
Setapak, Kuala Lumpur 04.2001 -
Skills
Service Delivery Management
Operational Strategy & Execution
Process Improvement
Analytical Skill
Project Management
GenAI Tools Optimization
Financial & Cost Management
Global Stakeholder Engagement
Talent Development & Retention
Leadership Coaching Initiatives
Workforce Management
Accomplishments
Optimized Resource Utilization
Implemented cross-skill agent strategies that enhanced utilization and efficiency by during peak periods.
Rewards & Recognition Leadership
Led the design and execution of internal rewards and recognition programs, strengthening talent retention, engagement, and professional development within the project.
Talent Development
Created and executed training programs that increased staff delivery proficiency and boosted team morale significantly.
Interests
Volunteer & CSR Activities - Keen interest in promoting team collaboration, engagement, social responsibility and organizing skills that contribute and participate in to give back to the community or society
Personal Interests - Travelling, Photography, Badminton
Timeline
Service Delivery Operations Manager
Accenture
12.2018 - Current
Client Capabilities Lead
Hewlett Packard Enterprises, DXC Technologies
06.2015 - 08.2017
Delivery Manager
Hewlett Packard Enterprise, HPE
11.2010 - 05.2015
Shift Manager
Hewlett Packard Enterprise, HPE
12.2006 - 10.2010
Account Administrator
Computer Sciences Corporation (CSC)
11.2003 - 12.2006
Bachelor of Science - Degree in Microelectronic
Tunku Abdul Rahman University of Management And Technology
04.2001 -