Rajveen Singh
Senior Service Delivery Manager
Bangkok, Thailand
Summary
Accredited Technology Specialist (Ts.) by the Malaysia Board of Technology (MBOT) since April 2020, complemented by a Master of Business Administration (Management) and over 20 years of extensive experience in the Asia Pacific and Japan (APJ) region. Proven expertise encompasses Financial Services, Insurance, Banking, Oil & Gas, Telecommunications, and IT Consulting, with a strong focus on executing large-scale Technology Transition and Transformation programs. Demonstrated leadership and effective communication skills have successfully guided diverse teams through complex projects while managing stakeholder expectations and driving service improvements. Passion for sports such as jogging, cycling, hiking, swimming, and diving reflects a commitment to personal well-being and social responsibility within the community.
Overview
20
20
years of professional experience
20
20
Certifications
6
6
Languages
Work History
Manager, Technology & Transformation, Engineering as a Service/Operate (Global)
DELOITTE CONSULTING SEA
12.2024 - Current
- [Onshore & Offshore] Managing several Insurance related organizations across Southeast Asia.
- I am responsible in ensuring the delivery of high-quality services to clients, maintaining service levels, and meeting business objectives. The responsibilities span across managing Project, Service Operations and at the same time Improving Customer Satisfactions.
- Managing a large pool of team members as the great team continues to grow.
- Below are the Main Key Roles and Responsibilities:
- 1. IT Project Management/Program Management:
- Managing high attention projects across the Insurance Organization based on the agreed timelines.
- To ensure testing phase are well tested prior any signoff – SIT, UAT, Regression Testing prior going for CAB meeting.
- 2. IT Service Management/Service Delivery:
- Oversee the end-to-end service delivery process, ensuring services meet agreed-upon service level agreements (SLAs).
- Manage day-to-day service delivery operations to ensure services are consistently delivered according to customer needs and expectations.
- Maintain and improve the quality of services provided.
- Responsible for the deployment and evangelization of IT Service Management and its related process: Incident Management, Request Fulfillment, Problem Management, Change Management, and Knowledge Management. Coordinate with key clients (Process Manager) to define roadmap and improvement of ITSM tool and process.
- I. Incident Management
- Responsible for end-to-end governance of P1 and P2 incidents and restoring the impact/services within SLA.
- Responsible to meet the target of Critical SLA every month.
- Prepare SLA ratification and Post Incident report.
- Ii. Problem Management
- Drive the root cause analysis and produce the RCA documentation within SLA.
- Regularly review lower priority incidents across the service tower to avoid any emerging higher priority issues and root cause fixes.
- Work with alerting & monitoring teams to pro-actively avoid high-priority incident
- Track and manage Problem Records, providing reporting and updates to internal and external stakeholders.
- Drive continuous service improvement and incident avoidances.
- Iii. Change Management
- Review the submission of change tickets.
- Manage the CAB approval process.
- Change Management Delivery.
- Design and enhance Change Governance Process.
- Identify and effectively manage and mitigate any risks and issues.
- Iv. Manage Service Desk Team
- Leadership and direction including day-to-day operational management to the Help Desk team. Clearly define and communicate roles and expectations to team members.
- Ensure that the Analysts are responsive to incoming calls, provide first level identification, issue documentation, resolution and management reporting.
- Ensure that periodic operations under the responsibilities of IT Help Desk team are tracked and completed on a timely basis.
- Ensures adherence to Corporate IT policies, guidelines, and procedures.
- Work with various IT Management Team Leads to set goals and objectives for the Help Desk Analysts. Monitors and evaluates Support metrics.
- 3. Client Relationship Management/Stakeholder Management:
- Act as the primary point of contact for clients or stakeholders, addressing any concerns or issues promptly.
- Build and maintain strong, long-term relationships with clients to understand their needs and deliver tailored services.
- Conduct regular client reviews and satisfaction surveys to assess service performance and identify areas for improvement.
- 4. Team Leadership:
- Lead a team of service delivery professionals, ensuring they have the tools, knowledge, and resources to deliver services effectively.
- Support the team in troubleshooting and resolving issues, ensuring they meet performance targets.
- Provide coaching and mentoring to develop team members and foster a positive work culture.
- 5. Performance and Quality Monitoring:
- Monitor key performance indicators (KPIs) and SLAs to ensure services are delivered efficiently and effectively.
- Conduct regular service performance reviews to ensure continuous improvement and compliance with SLAs.
- Identify and analyze trends or service disruptions and take corrective actions to avoid recurrence.
- 6. Problem and Incident Management:
- Oversee the handling of service disruptions, incidents, and problems, ensuring timely resolution.
- Coordinate with technical teams to address and resolve critical incidents, minimizing service downtime.
- Implement root cause analysis for recurring issues to improve service reliability.
- 7. Continuous Service Improvement/Customer Experience (CX)
- Drive continuous service improvement initiatives, identifying inefficiencies and areas for enhancement.
- Implement best practices for service delivery and stay updated with industry trends.
- Ensure services are scalable and adaptable to meet evolving business requirements.
- 8. Financial and Budget Management:
- Ensure services are delivered within the allocated budget and resources.
- Work closely with finance teams to track costs and manage service delivery expenses.
- Prepare reports and updates for senior management on service delivery performance, costs, and potential issues.
- 9. Risk and Compliance Management:
- Identify potential risks related to service delivery and take preventive actions.
- Ensure compliance with legal, regulatory, and company standards.
- Conduct regular audits to ensure processes are being followed and services are compliant with contractual terms.
- 10. Reporting and Documentation:
- Prepare and present regular reports on service delivery performance to senior management.
- Document service delivery processes, policies, and procedures for internal use and compliance purposes.
- Track and report service improvement progress, KPIs, and client satisfaction metrics.
- Skills and Competencies:
- Leadership and Team Management: Ability to lead and inspire teams, manage performance, and build a collaborative culture.
- Customer Focus: Strong customer service orientation, with the ability to understand and meet customer needs.
- Problem-Solving Skills: Capable of identifying issues quickly and implementing effective solutions.
- Communication Skills: Excellent verbal and written communication skills to interact with clients, teams, and stakeholders.
- Project Management: Ability to manage multiple projects and tasks, prioritize effectively, and deliver on time.
- Technical Knowledge: Familiarity with the technical aspects of the services being delivered (especially in IT, telecommunications, or managed services).
- Analytical Skills: Strong ability to analyze service performance data and drive improvements.
Head, Managed Services & Operations (Global)
AVENTRA GROUP
06.2024 - 11.2024
- I was heading the great department of Managed Services & Operations with at 90+ professional engineers including the 7 Leads for various towers:
- AWS, Azure, SAP, Salesforce, Network, Database and Service Integration.
- I was managing the organization Managed IT Services division including Technical Service Desk & Incident Management, Application Management, Hybrid Cloud Management, Security Management and Data Platform Management.
- Make strategic platform and technology recommendations to the leadership team including new technologies, cost-savings strategies, improved process, and unique value features. Continue to lead and drive the team on the following’s aspects related to SLA’s, Metrics, Change Management, Lean Management, and similar Operational Methodologies.
- Leverage ITIL frameworks and ISO27001 best practices to maximize service consistency and quality to ISO27001, and ISO20000 certifications.
- Good understanding of infrastructure-as-a-service (IaaS) cloud computing operations (Azure/GCP) and transition.
- Possess practical knowledge and experience on ITIL Incident Management, Problem Management & Change Management to ensure SLA’s being achieved for which I also focus on Service Improvements for better Customer Experience for the clients.
- Practical knowledge and experience on ITIL processes with regards to Capacity Management, Event Management, Release Management, Lifecycle Management and Threat and Vulnerability Management between multiple sites which is being managed accordingly.
- Serve as the SME with appropriate client facing sales opportunities; ability to successfully navigate and resolve client operations issues.
- Oversee the day-to-day service delivery and escalations through a holistic, end to end incident management process. Resolution through data analytics and root cause analysis for continued improvement.
- Technical knowledge on managing Public Cloud infrastructure (Azure, AWS and others).
- Develop reporting capabilities to be able to support Cloud and Hosted Services for Solutions that are delivered to Customers.
- Interpret & communicate information security policies & controls to supporting business functions.
- Maintain IT Risk Management & Compliance and Business Continuity Planning & Disaster Recovery (BCPDR).
- Scope includes administrative, operational, and technical activities.
- Provide remediation recommendations to identified risks.
- Create written and verbal reports resulting from customer cybersecurity assessments.
- Service delivery, security of our systems and mitigate identified shortcomings.
- Participate in proposal creation and negotiation support for new or renewing contracts.
- Ability to interface with multiple levels of customer management from technical to executive levels.
Voice of Customer/Continual Service Improvement (Global)
STANDARD CHARTERED GLOBAL BUSINESS SERVICES SDN BHD
10.2020 - 06.2024
- Focus on continuous improvements improving area in Digital Workplace experience by providing roadmaps, measure objectives, key results, analyzing, distribute actionable insights and drive service improvement using Qualtrics Customer Experience (Voice of Customer).
- Adopt Agile fundamentals using a mix of Scrum and Kanban in sprint planning to drive service improvement as a Squad with Product Owner, Project Managers, Operation leads and Developers during early lifecycle support via Confluence, JIRA, and Microsoft Planner.
- Run continuous improvement and experience management initiative across EUS Services.
- Run Voice of customer campaign and conduct surveys, interview, and research to gather information on customer opinion of rendered services on EUS service and product using Qualtrics platform.
- Oversee the orienting and training of EUS Support team to improve the CX maturity.
- Define and implement standards/procedures for ensuring optimal customer experience
- Investigating shortfalls, issues, and complaints in current service and processes to close the loop with our colleagues.
- Conduct studies and research to discover new techniques necessary for improving customer experience.
- Achievements:
- O Drastic improvement of service quality and efficiency where I managed to aligned the services based on the business objectives. At the same time, I have also enhanced and improved the customer satisfaction where I have managed to reduced 28% cost and increase the value. I also have managed to promote the culture of continuous service improvements and adapt and aligned with the change from the business aspects in evolving customer needs and market trends, ensuring that services remain relevant and competitive.
Associate Director, Operational Resilience (Global)
STANDARD CHARTERED GLOBAL BUSINESS SERVICES SDN BHD
04.2022 - 10.2022
- Design with business stakeholders the mechanics to enable the Bank to embed operational resilience principles into prioritization and investment decisions.
- Liaise with internal regulatory liaisons and auditors and provide information and relevant and adequate evidence where required.
- Support reporting, communications and engagements to ensure Bank meets regulatory expectations.
- Planning and implementation of Operational Resilience Programme in particular supporting second line changes necessary to deliver the programme.
- Leverage as a fungible resource to support any additional asks across key regulatory program deliverables and milestones, ensure pillars of Operational Resilience Programme being adhered towards the internal and external regulators.
- Regularly elicit feedback and share lessons learnt to incorporate best practice in a timely manner with stakeholder groups across businesses/functions/regions.
- Promotes new thinking, creative solutions and embed new ways of working across the Transformation team to ensure timely and effective delivery of the programme milestones including management of financial and operational risks.
- Promotes agile and lean start-up product development mindset.
- Facilitate on the job learning from current & previous experience by identifying and communicating transferable lessons, helping to embed these lessons, and encouraging best practice across the Transformation Team.
- Display exemplary conduct and live by the Group’s Values and Code of Conduct.
Country Service Manager, Asia Pacific & Japan (APJ) Region
STANDARD CHARTERED GLOBAL BUSINESS SERVICES SDN BHD
10.2020 - 04.2022
- I was managing several major countries across the Asia Pacific and Japan (APJ) Region. The countries which I was managing are: Malaysia, Thailand, Vietnam, Australia, Brunei, Philippines, Taiwan, China, Korea, Japan and Pakistan.
- Job Function includes:
- Own the relationship with the Business Owners & Stakeholders, as the interface between Technology and Business.
- Manages the Service Level Agreements & Objectives between Technology and the Business covering Service Level Indicators and Service Availability/Resiliency.
- Conduct Service Reviews with the Business, which incorporate current Performance & Service Improvement Programs, as well as seek to understand Business Priorities & Future Requirements.
- Manage the communications with the business during any Major Incidents and Service Outages.
- Lead in Post Mortem Reviews of Major Incidents, ensuring all actions are tracked to closure.
- Review audit points and operating risks, to ensure that appropriate remediation plans are in place, and that all risks are understood and accepted by the Business Owners.
- Achievements:
- O Nominated and received Standard Chartered Bank (SCB) GEMS Award for Quarter 1 '21 for the good work done for the bank. This award is only given every quarter only to an individual recipient across the entire department for the well deserve recognition.
Regional Delivery Partner Executive, Asia Pacific & Japan (APJ) Region
IBM MALAYSIA SDN BHD
11.2016 - 10.2020
- Ensures client needs are satisfied by constructing partnerships between the Project Executive/Project Office, Clients, Vendors, and Subcontractor organizations, and managing the implementation of these partnerships to ensure positive client satisfaction is being maintained.
- I was managing a team of 70 people, responsible for Asia Pacific & Japan (APJ) Region coverage as part of the Global Account.
- Job Function includes:
- Single point of contact (SPOC) for the Country Executives and Account Project Executives for the Account in Delivery Centre across APJ Region.
- Responsible from end to end in managing Profit and Loss for the account responsible for, also part of the portfolio to ensure revenues being managed well as part of my KPIs.
- Build account satisfaction through formulation, development, implementation, and delivery of technical and business solutions as specified in the contract or Statement of Work (SOW).
- Conduct monthly account performance review with customers. Manage delivering to contract performance standards and client measurements (SLA/KPI).
- Primary point of contact for clients’ needs, requirements, and expectations with regards to assigned IBM delivery team operations.
- Provide account leadership to the service delivery team to develop program, project, product, and business strategies, implementing resulting solutions to meet contract deliverables.
- Manage cost, schedule, and service deliverables as they relate to the delivery organization.
- Identify growth opportunities and contract profitability. I owned the service delivery quality and being responsible for tracking and reporting service level attainment/objectives (SLAs/SLOs).
- Continually identify ways to reduce cost delivering the services and improve service.
- Drive/manage service quality and improvement of service delivery processes.
- Participate in account plan/strategy. Understand customers’ requirements and business opportunities/requirements identification, guidance, support and closure.
- Provide technical support and participate in the Change Control Board and/or change control process. Provide account leadership/direction and technical support.
- Participate in response to RFS’s on behalf of the delivery organization.
- Drive/participate and coordinate audit readiness.
- Continuously identify Process Improvements to ensure that the practices processes are aligned to Global Delivery practices.
- Drive and manage service quality, performance, and improvement of service delivery processes. Monitor’s service-delivery performance with established governance. Facilitates Business Continuity for the account during regional/location outages. Ensuring seamless communications between sending & receiving GEO teams.
- Achievements:
- O Proven to stabilize Accounts towards profitability, ensure commitments were delivered in timely manner to various respective customers, being proactive in managing issues, gained trust from IBM Management Team as being committed as well as responsible to achieve targets and results oriented.
- O During my tenure in the organization 4th month, I was being promoted to manage Commercial Client for APJ Region reporting to the Client Partner Executive based in Australia along with my support teams across the Globe.
Senior Consultant, Service Management
SHELL (MALAYSIA AND KAZAKHSTAN)
04.2012 - 10.2016
- Responsible to deliver end-to-end Service Management Programme for Information Technology/Information Management (IT/IM), IT Service Management (ITSM) Process and Tool Deployment of IT Service Management Processes to support the Kashagan Oilfield, North Caspian Production Operations Company (NCPOC).
- Job Function includes:
- Researches, designs, develops operates and maintains support services for existing and new business applications and/or information systems solutions through integration of technical and business requirements per standard ITSM process methodology (ITIL and ITSM).
- Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems of diverse complexity and scope.
- Act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment within generally defined policies and practices to identify and select a solution. Must be able to work with business functions, geographies and focused solutions.
- Strong written skills and real experience of working in key business relationships. Ability to handle most unique situations.
- Ensures that the service portfolio being achieve/business goals by IT Service Consumers in economic manner (business value).
- Provides important requirements for the development of new respective the modification of existing IT services to Service Design regarding the service strategy.
- Responsible for the communication & implementation of the IT Service Strategy. Also, provide consultation to the IT Steering Committee in maintaining & further developments.
- Achievements:
- O Successfully completed joint venture projects as planned time frame, created, and stabilize business support standardization, established roadmap/process (SOP – Standard Operating Procedure) to achieve deliverables expectations.
Global Service Delivery Manager, APAC Region
AT&T (MALAYSIA)
01.2009 - 04.2012
- Accountable & responsible for the service (or product) of Global Inbound Services & Fixed Voice Services within the Shell-Group, to provide this service in a reliable and cost-effective way to meet the business requirements.
- This service is based on a Global Architecture hosted in Three (3) regional Data Center’s (EU, AM & AP) based on Nortel, Avaya, and Cisco products.
- Job Function includes:
- Responsible from end to end in managing Profit and Loss for the account responsible for, also part of the portfolio to ensure revenues being managed well as part of my KPIs.
- The service is extended to provide a soft phone capability based on Microsoft Office Communicator 2007 client software integrated with Exchange 2007 to provide enhanced collaboration capabilities.
- Service support organization, content of the contractual arrangements with the supplier of our products including SLA, processes and daily work agreements with the supplier. The arrangements around ordering, invoicing from/to supplier, and recovering and charging the Shell internal customers to agreed principles.
- Liaising with various parties Internal Support Team (AT&T), External Support Team such as T-Systems, Hewlett-Packard (HP), and Vendors.
- To be responsible for the project movement, advice, consult to ensure the respective dateline are all in line and to update Shell (the customer).
- Involved in budgeting and studies performed to ensure the correct measurement of costing being used for dedicated project which includes the initial the proposal stage.
- To ensure Service Level Agreement (SLA) is met on what has agreed and to ensure that Support Team/Agents are updated on the knowledge/technology based on day-to-day operations.
- Manages multiple network operations teams to maintain AT&T’s interest and keep the performance of the AT&T infrastructure at the agreed performance levels.
- Ensures performance metrics are achieved, increasing productivity, reducing unit costs, managing budget and performance of team.
- Communicates with clients on operational issues, handles escalations, and notifies Client Services of high severity and chronic network issues.
- Manages personnel development, coaching, and conflict for team members.
- Achievements:
- O Being promoted during tenure on 8th month in the esteemed organization apart of current role to look after Fixed Voice area for the Asia Pacific Region.
Technical Specialist/Consultant
HEWLETT-PACKARD (MALAYSIA)
03.2005 - 01.2009
- Performed operations and troubleshooting requiring deep level of expertise in corresponding technical areas. Focus on total cost of ownership through productivity enhancements, server consolidations and other continuous quality improvement project.
- Job Function includes:
- Incident Management, Problem Management, Change Management (tracking, classification, prioritization, resolution, documentation, and analytics). Anticipate and minimize incident impacts (SLR). Review SLA with head office and feedback on the service provided.
- Define and ensure adherence of ITSM processes, deploy tools to continuously improve the quality and efficiency.
- Overall technical ownership for including:
- Incident, Security, Change and Problem Management.
- Ownership of the account related technical documentation, and technical consulting.
- Communicate to operations staff/customer any planned or unplanned disruption of business.
- Focus on Quality of Service with problem trend analysis, deep level root cause analysis and tracking of actions to eliminate recurring incidences with preventive actions.
- Plan and execute proactive maintenance on servers through effective capacity planning and change management. Be able to perform effective impact analysis and promote change communication using change management tool.
- Strong knowledge and troubleshooting skill in MS-Clustering and Windows Server Virtualization such as Microsoft Hyper-V, VMware.
- Experience in working with SAN and NAS, storage and backup/recovery solutions, DRP, BCP, security and anti-virus.
- Excellent experience in troubleshooting, maintaining and supporting Windows 2000/2003 in the enterprise environment.
- Experience in Install, Configure & Support MS Exchange Server 2007, several times touched on System Centre Configuration Manager, formerly Systems Management Server (SMS) – NT Domain, Groups of Subnet.
- Hardware knowledge of and experience in managing HP Servers (ProLiant Servers/Blades Servers), IBM Servers. Working experience in Microsoft Clusters.
- Experience in system and network monitoring tools, Open View Service Desk (OVSD).
- Experienced in managing DHCP protocol used by networked devices to obtain the information necessary for operation in an Internet Protocol network. Manage network parameter assignment from a single DHCP server, or a group of DHCP servers arranged in a fault-tolerant manner.
- Achievements:
- O Being promoted from Technical Specialist to level 2 Shift Lead Consultant position. Managed a wider scope of customers as worked in 24x7 environment.
Education
Master of Business Administration -
International University of Malaya-Wales (IUMW)
03.2022
Bachelor of Science (Hons) - Computer Science & Information System
Universiti Sains Malaysia (USM)
03.2005
Skills
IT Service Management/Service Delivery Management
Stakeholder Management, Customer Experience, Voice of Customer
IT Operations, Data Management, Operational Resilience
Global Account Client Management and Engagement
Global and Key Account Management
Global Program and Project Management
Leadership, People Management & Organizational Development
Financial Management
ITSM Process Implementation
Regional Vendor Management
Managed/Outsourcing Services
Data Centre Operations & Management
Applications and Infrastructures
Team leadership
Strategic planning
Decision-making
Operations management
Certification
LUMA Certified Practitioner August 2022
Affiliations
- Professional Technologist, Malaysia Board of Technologists (MBOT) April 2020
- Accreditation ID: PT20040141
- Graduate Technologist, Malaysia Board of Technologists (MBOT) June 2019
- Accreditation ID: GT19060017
- Member, Malaysian Service Providers Confederation (MSPC) May 2019
- Member, Technological Association of Malaysia (TAM) May 2019
- Member, PIKOM (The National Tech Association of Malaysia) July 2019
- Member, APEC Business Travel Card (ABTC) June 2019
INDUSTRY EXPERIENCES
Global Customer Oriented & Regional Account Experienced, Banking and Financial Services, Oil & Gas, Telecommunication and Consulting Services.
Timeline
Manager, Technology & Transformation, Engineering as a Service/Operate (Global)
DELOITTE CONSULTING SEA
12.2024 - Current
Head, Managed Services & Operations (Global)
AVENTRA GROUP
06.2024 - 11.2024
Associate Director, Operational Resilience (Global)
STANDARD CHARTERED GLOBAL BUSINESS SERVICES SDN BHD
04.2022 - 10.2022
Voice of Customer/Continual Service Improvement (Global)
STANDARD CHARTERED GLOBAL BUSINESS SERVICES SDN BHD
10.2020 - 06.2024
Country Service Manager, Asia Pacific & Japan (APJ) Region
STANDARD CHARTERED GLOBAL BUSINESS SERVICES SDN BHD
10.2020 - 04.2022
Regional Delivery Partner Executive, Asia Pacific & Japan (APJ) Region
IBM MALAYSIA SDN BHD
11.2016 - 10.2020
Senior Consultant, Service Management
SHELL (MALAYSIA AND KAZAKHSTAN)
04.2012 - 10.2016
Global Service Delivery Manager, APAC Region
AT&T (MALAYSIA)
01.2009 - 04.2012
Technical Specialist/Consultant
HEWLETT-PACKARD (MALAYSIA)
03.2005 - 01.2009
Bachelor of Science (Hons) - Computer Science & Information System
Universiti Sains Malaysia (USM)
Master of Business Administration -
International University of Malaya-Wales (IUMW)