Director | CX, Customer Success, Service Delivery, Reliability & Global Operations | ITSM
Director-level leader with 18+ years of progression from hands-on technical operations into customer experience, customer success, service delivery, service reliability, support engineering, global service delivery and operations, and ITIL service management leadership across IT, OTT, SaaS, SOC, broadcast, and mission-critical environments. I have led distributed teams of 15+ members across customer support, technical support, support engineering, service management, and software engineering while improving customer trust, renewal confidence, executive communication, and operational performance.
Business Impact & Results
Built and scaled L1-L3 support, service desk, technical operations, support engineering, IT support, NOC, SOC-aligned, and service delivery functions while improving SLA discipline, ticket flow, incident flow, and service continuity.
Shifted support, service desk, and support engineering operations from reactive issue handling toward proactive, governed, and measurable service improvement through observability, automation, AI-assisted workflows, RCA, problem management, runbooks, change governance, and release readiness.
Delivered KPI dashboards, custom reporting, SLA tracking, ticket analytics, FCR, MTTR, CSAT/NPS, backlog health, customer health insights, executive reporting, and decision support that helped customer success, support, service delivery, and engineering teams strengthen retention, renewal confidence, service performance, and revenue opportunities.
Strengthened customer satisfaction, customer success, onboarding, adoption, renewal confidence, expansion support, executive service reviews, and regional engagement across global enterprise accounts.
Accedo, Toronto, Canada
Tier 1-3 environments across APAC, EMEA, LatAm, and NAM
Bridging technical teams, support engineering, customer-facing teams, and executive priorities
Executive Capability Map
Grounded in 18+ years of progression from hands-on engineering into global support, service delivery, support engineering, customer success, reliability leadership, global service delivery, ITIL operations, and ITSM governance.
Connects customer experience, customer success, onboarding, adoption, renewals partnership, expansion, QBRs, RFP/RFI support, voice-of-customer feedback, and executive customer governance.
Business valueLeads global service reliability across 24/7 service, service desk, technical support, and support engineering operations, including ITIL/ITSM, SLA governance, ticket lifecycle, queue health, first-contact resolution, major incident management, escalation ownership, RCA, observability, SRE collaboration, and change/release leadership.
Operating valueImproves scale through operating model design, automation, human-in-the-loop workflows, KPI governance, knowledge maturity, training paths, service desk maturity, ITSM/CRM tooling, project delivery, and cost discipline.
Transformation valueBrings credibility from support engineering, SOC/NOC operations, broadcast master control room operations, networking, infrastructure, cloud operations, Jira Service Management, Salesforce, observability tooling, compliance-aware operations, documentation, and troubleshooting.
Leadership valueTransformation Portfolio
Representative leadership work showing how customer retention, CX improvement, service delivery maturity, service desk maturity, support engineering maturity, service visibility, and global governance were turned into practical operating programs.
Reviewed end-to-end support, service desk, and support engineering operations, including escalation paths, handover quality, queue health, knowledge maturity, ticket flow, engineering collaboration, and customer communication flow.
Created a First-Line Support Offering and service desk model covering ticket intake, triage, operating processes, queue ownership, training paths, escalation rules, knowledge practices, and governance.
Strengthened incident, request, problem, change, knowledge, SLA, and escalation processes to improve operational discipline, service visibility, audit readiness, and consistent service delivery.
Strengthened production change visibility, release readiness, deployment coordination, regression monitoring, rollback ownership, and cross-functional handoffs to reduce operational risk and improve support preparedness.
Improved alerting, monitoring, data capture, ticket analytics, SLA dashboards, executive reporting, incident metrics, availability visibility, and service performance tracking. Led an incident reduction program by analyzing a year of incidents, summarizing root causes, resolutions, and preventive measures to reduce repeat issues.
Drove AI-enabled support initiatives and AI-assisted workflows with support engineering to reduce investigation effort, improve resolution speed, strengthen knowledge reuse, and move teams toward proactive operations.
Strengthened service standards, executive customer governance, renewal support, customer health visibility, global and customer-specific outage readiness, incident communication, churn reduction efforts, and satisfaction programs tied to retention, renewal, and upsell confidence.
Relocated from Hong Kong to Canada in January 2020 at the company's request to strengthen regional customer presence, service standards, retention confidence, satisfaction, and business growth support.
Leadership Approach
I started in technical and operational roles across broadcast and telecommunications, moved into networking and security operations, then grew into OTT software, SaaS, IT service management, support engineering, service delivery, and global leadership. That progression reflects the way I work: learn quickly, adapt across industries, and create structure, trust, and measurable improvement in complex environments.
I bring structure, ownership, and transparent communication into high-impact incidents so customers, executives, engineering, and vendors stay aligned.
I look for ways to reduce repeat issues through knowledge systems, self-service, customer health signals, structured learning, and stronger product feedback loops.
I build support cultures where engineers and service leaders feel trusted, coached, trained, accountable, and supported in their personal and professional growth.
I adapt quickly across regions, industries, and operating models, bringing structure, customer focus, and measurable improvement into new environments.
Experience
Global Operations Transformation|Accedo, Toronto, Canada
Led global operations transformation across service reliability, support engineering, observability, automation, AI-assisted workflows, SLA dashboards, incident/change/release readiness, outage planning, executive service reporting, and ITSM governance.
Global Operations|Accedo, Toronto, Canada
Owned global 24/7 support, service delivery, support engineering, and service desk operations across customer lifecycle management, SLA governance, ticket intake, triage, queue management, escalation handling, operational continuity, executive reporting, renewals partnership, and service performance improvement.
Service Management|Accedo, Toronto, Canada
Managed ITIL-based 24/7 support operations, incident response, support engineering collaboration, ticket lifecycle performance, SLA dashboards, multi-vendor coordination, queue health, escalation control, workforce planning, and platform reliability improvements.
Service Management|Accedo, Hong Kong SAR & Toronto, Canada
Served as Operations Manager and Team Manager across APAC, EMEA & LatAm, and NAM, strengthening regional service delivery, escalation ownership, team coordination, customer governance, and operational alignment before relocating from Hong Kong to Canada in January 2020.
Service Management|Accedo, Hong Kong SAR
Progressed from Customer Support Engineer to Senior Support Engineer and Service Manager, supporting global OTT customers, Tier 1 service delivery, incident response, escalations, troubleshooting, documentation, and customer-facing service governance.
Security Operations Center|DMX Technologies (Member of KDDI Group), Hong Kong SAR
Supported ISO 27001-certified SOC operations, customer deployments, field support, enterprise infrastructure troubleshooting, network security and management solutions, documentation, and escalation coordination for telecom, media, and enterprise customers.
Master Control Room|Globecast (Subsidiary of Orange S.A.), Hong Kong SAR
Operated 24/7 Master Control Room environments, monitored satellite uplink/downlink, RF transmission, contribution/distribution feeds, and broadcast service continuity for television and media customers.
Market Trust
Instead of naming confidential customers, this section summarizes the scale, industries, and operating environments where the work was delivered. Public company references are limited to employers and recommendation affiliations already visible through public websites or LinkedIn.
Experience across APAC, EMEA, LatAm, and North America supporting Tier 1 to Tier 3 enterprise customers, regional launches, service handovers, and executive escalations.
APAC EMEA & LatAm North AmericaWork across high-availability IT, digital, support, service delivery, and enterprise environments where reliability, ticket flow, customer communication, operational readiness, and service continuity are critical.
Broadcasting Telecommunications Media & Entertainment IT Operations Service DeskOperating experience across software, service, infrastructure, and support ecosystems where technical depth and customer-facing ownership must work together.
OTT Streaming SaaS Managed Services SOC / NOC Digital Products Support EngineeringLinkedIn Recommendations
Real endorsements from team members, direct reports, senior leaders, customers, sales partners, delivery leaders, engineering colleagues, and cross-functional stakeholders.
Education & Credentials
Open to the Next Chapter
Based in the Greater Toronto Area (GTA), Ontario, Canada and ready to help teams improve service performance, customer confidence, operational clarity, and ITSM maturity. For privacy, the full CV and direct phone contact are shared after an initial LinkedIn conversation.
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