Summary
Overview
Work History
Education
Skills
Timeline
Generic
Siew Pun Lai

Siew Pun Lai

Telecommunication
Kuala Lumpur,14

Summary

Knowledgeable Service Management with robust background in managing service delivery operations. Proven track record in enhancing service efficiency and driving team productivity through strategic planning. Demonstrated ability in stakeholder management and process improvement.

Overview

30
30
years of professional experience
5
5
Languages

Work History

Head of Service Delivery

Sacofa Sdn. Bhd.
Kuching, Sarawak
03.2023 - 08.2025
  • The Service Delivery Manager responsible for the end-to-end service delivery performance. The role is to build and strengthen meaningful, long-lasting, and trusting partnerships with the clients that move business forward. Ultimately, the role responsible to collaborate with the Sales team to achieve more upsell and cross-sell opportunities while working with Network Operation & Engineering team to keep the clients satisfied and engaged with our products and services in the long run.
  • Industry: Telecommunication
  • Specialization: Infrastructure
  • Role: Service Delivery Management
  • Position Level: Head of Department
  • DUTIES AND RESPONSIBILITIES
  • Design and execute a comprehensive customer success framework that reinforces the organisation’s strategic vision and enhances value delivery across the customer lifecycle.
  • Lead the Program Management Office (PMO) and oversee the delivery of strategic initiatives, ensuring that all projects are executed on time, within scope, and to the highest quality standards.
  • Serve as the primary liaison for key clients, fostering enduring relationships and ensuring alignment between customer expectations and service outcomes.
  • Develop a deep understanding of the company’s solutions portfolio to effectively identify and capitalise on opportunities for upselling, cross-selling, renewals, and account growth.
  • Champion continuous improvement initiatives by identifying operational inefficiencies and implementing best practices to elevate program governance and delivery effectiveness.
  • Establish and strengthen strategic alliances with external partners, broadening the company’s ecosystem and enhancing competitive advantage.
  • Undertake additional assignments and responsibilities as delegated by the immediate superior or relevant stakeholders in support of organisational priorities.
  • Establishing and strengthen meaningful, long-lasting, and trusting partnerships with client key business executives that move our business forward.
  • Serve as the main point of contact in all matters related to client concerns and needs.
  • Ensure regular update clients the performance of their subscribed services.
  • Liaise with cross-functional internal teams (including Sales, Network Operations & Engineering, PMO, etc) to drive an exceptional customer experience service delivery that will result in increased business engagement and customer satisfaction.
  • Develop a thorough understanding of our products and service offerings to better upsell, cross-sell to clients, also to identify renewal and/or grow opportunities.
  • Ensure the timely and successful delivery of our solutions according to client needs and objectives.
  • Work hand-in-hand with Customer Support team on critical incidents on assigned accounts, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
  • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery, especially in an effective and cost-efficient manner.
  • Maintain accurate client records, keeping track of any contract updates and renewals.
  • Manage service delivery and Service Level Agreements (SLAs) for assigned client(s) ensuring that Ensign’s obligations are met.
  • Provide and presents the report to client based on the agreed format and period of reporting.
  • Work with the Account Manager on client’s feedback for continual service improvement.

Senior Project Manager

Ribbon Communications
12.2015 - 12.2022
  • Align and collaborate with the sales teams in the region and drive profitable growth of Professional Services revenue and order bookings within the region.
  • As executive sponsor for customer projects, establish and maintain customer communications in project delivery and drive effective corrective action plans for escalations where required.
  • Lead a team of experienced technical experts who will provide project support – drive a high performance and high morale culture.
  • Work with Professional Services Pre-Sales team in the solutions pre-sales process with focus on providing governance and approvals for Statement of Work, scope, change requests, project scoping and pricing within the region.
  • Manage the Professional Services business for the region through management reporting.
  • Deliver monthly revenue forecast.
  • Manage region backlog and aging.
  • Deliver consistent customer communications for all Professional Services in the region.
  • Maintain close alignment with Professional Services Pre-Sales, Project Management, Resource Management and Delivery teams on end-to-end project health and forecasting leading to improved CSAT and cycle times (PO-to-acceptance).
  • Establish direction and clear communication for the team. Translate the company strategy and annual plans into tactical short term objectives with relevance to the team members.
  • Ensuring projects are delivered on-time and within budget.
  • Manage the utilization, revenue, and margin for each project in the region.
  • Industry: Telecommunication
  • Specialization: IT/Computer - Network/Telecommunications
  • Role: Project Management
  • Position Level: Senior Manager

Senior Manager

Telenik Sdn. Bhd.
12.2010 - 11.2015
  • Solution architect to set up VOIP postpaid and prepaid solution.
  • Targets new postpaid and prepaid VOIP wholesales accounts and exploits business opportunities to achieve sales targets for targeted market segments.
  • Manages accounts by maintaining close productive relationship with existing key accounts to ensure continuous services and to assure proper sales support services are provided.
  • Understand client's VOIP requirements, propose the solution and manage written proposals.
  • Conduct product /solution presentations and demonstrations.
  • Liaise with Presales and Technical team on demo, proposal and project matters.
  • Manage and be the main point of contact for existing alliance partners.
  • Aggressively drive partners to maximize sales and total partnership potential through training and support.
  • Assures a solution’s technical feasibility, qualifies sales opportunities, understand customers business and technical environments.
  • Ensure customer satisfaction and drive effective handling of critical situations and complaints as required; identify new opportunities, drive new workloads and encourage use of on demand technology.
  • To coordinate with business development groups to identify marketing plans and strategies for developing new market.
  • Liaise with Presales and Technical team on demo, proposal and project matters.
  • Industry: Telecommunication
  • Specialization: Marketing/Business Development
  • Role: Management
  • Position Level: Senior Manager

Senior Manager

IPTEL Sdn. Bhd.
09.2007 - 11.2010
  • Project Manage International Voice and Data Circuit.
  • Target Telecommunication companies to sell voice and data capacity.
  • Liaise with various Telecommunication companies for maintaining the voice and data circuit.
  • Commissioning STM-1, STM-4, STM-16 IPLC circuit via SMW-3, SMW-4, APCN, APCN2 submarine cable with.
  • Project managing and commissioning IPLC and Satellite link for Myanmar Post and Telecom.
  • Liaise with Presales and Technical team on proposal and project matters.
  • Responsible for managing and commissioning IPVPN service for MPT with HGC.
  • Responsible for managing and commissioning MPLS service network for MPT.
  • Managing and commissioning DCME project between Maxis and MPT.
  • Managing and commissioning Satellite link between Measat of Maxis and MPT.
  • Managing and commissioning IPLC terrestrial link between China Telecom, HGC and MPT.
  • Managing and commissioning VOIP trunking between DiGi and MPT.
  • Managing and commissioning IP Transit for MPT.
  • Industry: Telecommunication
  • Specialization: Management / Project Management
  • Role: Others
  • Position Level: Senior Manager

Product Marketing Manager

Computer Protocol Malaysia Sdn. Bhd.
07.1998 - 08.2007
  • Design and Project Manage VOIP solution from H323, SIP trunking, Gateway solutions, MGCP, Softswitch, Postpaid and Prepaid Billing System, SS7, C7, ISDN-PRI and etc.
  • Targets new accounts (mainly in Telecommunication Industry) and exploits business opportunities to achieve sales targets for targeted market segments.
  • Manages accounts by maintaining close productive relationship with existing key accounts to ensure continuous services and to assure proper sales support services are provided.
  • Works closely with the project team in to maintain a continuous knowledge of project status and identify potential issues and/or opportunities within or related to the project.
  • Conducts sales presentation, writes up sales proposals and negotiates with customers' key objectives to win significant deals.
  • Assures a solution’s technical feasibility, qualifies sales opportunities, understand customers business and technical environments.
  • Ensure customer satisfaction and drive effective handling of critical situations and complaints as required; identify new opportunities, drive new workloads and encourage use of on demand technology.
  • To coordinate with business development groups to identify marketing plans and strategies for developing new market.
  • Liaise with Presales and Technical team on demo, proposal and project matters.
  • Industry: Computer / Information Technology (Hardware)
  • Specialization: Sales - Corporate
  • Role: Management
  • Position Level: Manager

Sales Engineer

Computer Protocol Malaysia Sdn. Bhd.
10.1996 - 06.1998
  • Targets accounts (mainly in FSI and Telecommunications) and exploits business opportunities to achieve sales targets for targeted market segments.
  • Manage and develop existing key accounts, by understanding customers' need and business environment.
  • Understand client's requirements, propose the solution and manage written proposals.
  • Conduct product /solution presentations and demonstrations.
  • Liaise with Presales and Technical team on demo, proposal and project matters.
  • Manage and be the main point of contact for existing alliance partners.
  • Aggressively drive partners to maximize sales and total partnership potential through training and support.
  • Industry: Computer / Information Technology (Hardware)
  • Specialization: Sales - Corporate
  • Role: Sales Executive/Account Manager
  • Position Level: Senior Executive

Technical Sales Support

Computer Protocol Malaysia Sdn. Bhd.
05.1995 - 09.1996
  • Provide technical support to Sales team.
  • Design and implement WAN and LAN solutions such as X.25, Frame Relay, TCP/IP, SDLC, HDLC, BGP and etc. for customers.
  • Project Manage WAN and LAN solutions for customers.
  • Conduct technical training, seminars and presentations to reseller channel.
  • Industry: Computer / Information Technology (Hardware)
  • Specialization: Sales - Corporate
  • Role: Sales Executive/Account Manager
  • Position Level: Senior Executive

Education

Bachelor of Science - Computer Science

University Pertanian Malaysia
Serdang, Selangor
04.2001 -

Skills

  • Project Management Skills

  • International Sales

  • Service Delivery

  • People Mangement

  • Project planning

  • Project implementation

  • Customer engagement

  • Mentoring and training

  • Client relationships

  • Data analytics

  • Staff management

  • Incident reporting

  • Service coordination

  • Problem-solving abilities

  • Project management

  • Critical thinking

  • Team collaboration

  • Service improvement analysis

Timeline

Head of Service Delivery

Sacofa Sdn. Bhd.
03.2023 - 08.2025

Senior Project Manager

Ribbon Communications
12.2015 - 12.2022

Senior Manager

Telenik Sdn. Bhd.
12.2010 - 11.2015

Senior Manager

IPTEL Sdn. Bhd.
09.2007 - 11.2010

Bachelor of Science - Computer Science

University Pertanian Malaysia
04.2001 -

Product Marketing Manager

Computer Protocol Malaysia Sdn. Bhd.
07.1998 - 08.2007

Sales Engineer

Computer Protocol Malaysia Sdn. Bhd.
10.1996 - 06.1998

Technical Sales Support

Computer Protocol Malaysia Sdn. Bhd.
05.1995 - 09.1996

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Siew Pun LaiTelecommunication