Salahuddin Amer Alhadjri
IT Manager / Service Delivery Professional
Petaling Jaya, Selangor
Summary
Results-driven IT Service Management professional with extensive experience in IT operations, service delivery, and ITIL-based process optimization. Demonstrated ability to enhance customer satisfaction, drive operational efficiency, and lead high-performing teams in multinational environments. Expertise in incident management, problem resolution, and IT governance, with a strong focus on cost optimization and delivering service excellence.
Overview
22
22
years of professional experience
2033
2033
years of post-secondary education
8
8
Certifications
3
3
Languages
Work History
Owner
Green-Bridge
01.2014 - Current
- Founded and manage an independent IT consultancy firm specializing in IT Service Management and IT Operations
- Provide strategic IT advisory services, focusing on service delivery optimization and ITIL process implementation
Service Delivery Manager Operations
Fujitsu
01.2014 - Current
- Company Overview: Consultant via Green-Bridge
- Lead service delivery operations for FrieslandCampina, Fujitsu’s largest client, ensuring consistent IT service excellence
- Drive customer satisfaction by fostering strong client relationships and aligning IT services with business objectives
- Optimize operational costs while maintaining service level targets and business continuity
- End-to-end accountability for IT services, acting as the primary escalation point for major incidents and crises
- Implement and improve six ITIL processes: Incident Management, Problem Management, Request Fulfillment, Availability Management, Configuration Management, and Service Level Management
- Assess and approve operational changes with potential impact on service delivery
- Contribute to pre-sales and commercial activities by providing technical expertise and operational insights
- Consultant via Green-Bridge
Process Manager
Fujitsu
01.2012 - 01.2014
- Company Overview: Seconded via Staffing Agency
- Led Incident and Problem Management processes for FrieslandCampina, ensuring high availability and service quality
- Conducted awareness sessions to enhance service delivery and IT operations performance
- Monitored and improved KPI results, aligning IT services with business needs
- Managed high-priority incidents, ensuring swift resolution and minimal business disruption
- Strengthened customer partnerships to enhance end-user IT service experiences
- Seconded via Staffing Agency
Manager Operations
Qwise B.V.
01.2009 - 01.2011
- Managed a 12-member IT service desk, optimizing support processes and response times
- Oversaw performance management, appraisals, and recruitment to build a high-performing IT team
- Spearheaded ITIL-based Incident, Problem, and Configuration Management initiatives
- Developed and implemented an ICT contingency plan to ensure business continuity
- Managed department budget, aligning IT investments with business goals
ICT Service Manager
Deloitte
01.2007 - 01.2009
- Led IT service management initiatives, ensuring compliance with SLAs and OLAs
- Built and maintained strong internal networks to enhance cross-functional collaboration
- Led service level measurement initiatives to track and improve IT service performance
- Provided strategic input for new IT services and product implementations
- Managed major IT incidents, ensuring rapid resolution and minimal downtime
(Major) Incident Manager
Deloitte
01.2005 - 01.2007
- Owned end-to-end major incident management, ensuring swift incident resolution
- Conducted ITIL awareness sessions to promote process adherence and efficiency
- Performed root cause analysis to identify and eliminate recurring issues
- Developed user documentation and organized IT training sessions
Supervisor ICT & SAP Service Desk
Deloitte
01.2003 - 01.2005
- Managed a 15-member IT service desk, driving operational efficiency and customer satisfaction
- Led SAP Service Desk setup and implementation
- Monitored and reported on service desk performance, ensuring alignment with business objectives
Education
High School -
Business IT & Management (LOI)
AMBI HG.1 - Organizing with Information Technology
CAI Opleidingen
01.2006 - 01.2007
AMBI HG.2 - Utilization of Technical Infrastructures
CAI Opleidingen
01.2006 - 01.2007
AMBI HG.3 - Working in Automation Projects
CAI Opleidingen
01.2006 - 01.2007
ICT Specialization - Level 4
Tinbergen Techniek
01.1994 - 01.1999
Skills
- Team Leadership & Motivation
- Coaching & Mentoring
- Employee Development
- Performance Management
- Stakeholder Management
- IT Service Management (ITSM) & ITIL Framework
- Service Level Agreement (SLA) Management
- IT Governance & Compliance
- Strategic Cost Optimization
- Process Improvement & Automation
- Vendor & Contract Management
- Effective Communication
- Problem-Solving & Critical Thinking
- Customer-Centric Approach
- Adaptability & Resilience
Certification
ITIL Foundation & ITIL Incident Management Practitioner, 2004
Accomplishments
- Achieved replacement of Global Local Area Network Life Cycle Program by completing 3 year LCM roadmap with accuracy and efficiency. Assumed the role as Project Principle, Budget accountable.
- Supervised team of 11 staff members.
- Achieved implementation of Agile Way of working by introducing Agile and Azure DevOps in our Team.
- Documented and resolved inefficienies hardware ordering process which led to zero errors and ordering lead time reduction of 50%.
- Achieved [Result] through effectively helping with [Task].
- Collaborated with team of [Number] in the development of [Project name].
Timeline
Owner
Green-Bridge
01.2014 - Current
Service Delivery Manager Operations
Fujitsu
01.2014 - Current
Process Manager
Fujitsu
01.2012 - 01.2014
Manager Operations
Qwise B.V.
01.2009 - 01.2011
ICT Service Manager
Deloitte
01.2007 - 01.2009
AMBI HG.1 - Organizing with Information Technology
CAI Opleidingen
01.2006 - 01.2007
AMBI HG.2 - Utilization of Technical Infrastructures
CAI Opleidingen
01.2006 - 01.2007
AMBI HG.3 - Working in Automation Projects
CAI Opleidingen
01.2006 - 01.2007
(Major) Incident Manager
Deloitte
01.2005 - 01.2007
Supervisor ICT & SAP Service Desk
Deloitte
01.2003 - 01.2005
ICT Specialization - Level 4
Tinbergen Techniek
01.1994 - 01.1999
High School -
Business IT & Management (LOI)
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