About Me

Career Expertise

Senior IT Service Delivery & Operations Leader with 20+ years of international experience across APAC and EMEA. ITIL Expert and PRINCE2 Practitioner who bridges enterprise governance with hands-on infrastructure reliability.

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The Engine

Executive Scale Blueprint

🌐
Scale Managed

Directed global support operations covering tier-1 enterprise accounts and OTT platforms across multi-regional teams spanning EMEA and NAM — with SLA performance sustained above 95% across 9 enterprise clients.

⚙️
Process Engineering

Acted as Process Manager to design, document, and standardise global incident, problem, and change management workflows from the ground up — aligned to ITIL best practices and adopted across multi-regional teams.

🏛️
Governance Checkpoints

Created structured framework transitions to migrate complex engineering project deliveries into active operational support — ensuring continuity, accountability, and clear escalation paths at every handover stage.

Profile

The Story Behind the Numbers

At Accedo.tv, I transitioned from a hands-on operational support role into a leadership position directing global support operations across EMEA and NAM — managing multi-regional teams and the processes required to deliver consistent, high-quality support to enterprise-scale customers, while maintaining SLA performance above 95% across 9 enterprise clients.

Beyond day-to-day management, I have acted as a Process Manager — designing and standardising incident, problem, and change management workflows in line with ITIL best practices. Certified ITIL Expert, PRINCE2 Practitioner, and Six Sigma Green Belt, I also partner with Sales and senior stakeholders to develop service proposals, cost models, and onboarding frameworks that strengthen client trust and improve profitability.

Known for a people-first leadership style that brings calm, clarity, and accountability to high-pressure environments. Fluent in English and Cantonese — equally comfortable leading multicultural teams and engaging C-level stakeholders across global markets. Now seeking a Senior IT Service Delivery Manager, IT Manager, or Customer Service Manager role where structured governance and genuine client care can drive lasting impact.

20+
Years in IT service mgmt
95%+
SLA performance
9
Enterprise clients managed
2
Languages fluent
Core Strengths

What I Bring

ITIL Expert PRINCE2 Practitioner Six Sigma Green Belt Process Manager — ITIL Workflow Design Stakeholder & Vendor Management Multi-Regional Team Leadership AI Prompting Essentials Personal AI/Web Projects English · Cantonese
Skills

Key Skills

🛎️ Service Management

ITIL Expert Incident, Problem & Change Mgmt Customer Expectation Mgmt Troubleshooting & RCA

📋 Project & Process

PRINCE2 Agile / PM Six Sigma Green Belt Continuous Service Improvement

🧑‍🤝‍🧑 Leadership & People

Team Leadership & People Mgmt Stakeholder & Vendor Mgmt Budget Planning & Cost Control

🖧 Infrastructure & Networking

Infrastructure & Network Development VMware Linux / Unix Server Admin Docker

🧰 Enterprise Tools & Platforms

Okta Microsoft Intune Jamf Jira Service Management Confluence

🤖 AI & Emerging Tech

AI Prompting Essentials Google Prompting Essentials Python JavaScript Claude API / AI Automation

🗣️ Languages

English — Fluent Cantonese — Fluent Mandarin — Beginner German — Beginner
Experience

Professional Experience

May 2024 – Apr 2026
Manager, Global Support E&L and NAM (Customer Support Manager)
Accedo UK Limited (accedo.tv) · London, UK
Sweden-based application development company · 300+ staff · ~15 offices worldwide
Lead global IT service support operations — 4 direct reports plus a virtually managed 24/7 team delivered through a 3rd-party vendor — for 8 enterprise clients across EMEA & NAM, maintaining SLA compliance above 95%. Manage customer expectations and stakeholder communications through regularly scheduled service-review meetings, and act as Process Manager — designing and standardising incident, problem, and change management workflows in line with ITIL best practices.
  • Built a dedicated incident management process for live-match monitoring, giving time-critical events a clear response and escalation path.
  • Strengthened the support process and documentation to reinforce clear ticket ownership as a team norm.
  • Sub-administered Jira Service Management and Zendesk for the support function — customer portal, SLA calculation, an AI assistant for ticket resolution, and form design feeding data analytics for senior management.
  • Created an approval-based Change Management workflow in Jira.
  • Built the CMDB in Jira Service Management to underpin asset and configuration tracking.
  • Partnered with Sales to create service management proposals and cost models, improving profitability.
  • Drove continuous service improvements that lifted client satisfaction scores.
Engineer governance checkpoints ensuring new project deliveries transition smoothly into SLA-compliant operational support.
May 2022 – Apr 2024
Manager, Global Support E&L UK (Customer Support Manager)
Accedo UK Limited (accedo.tv) · London, UK
Sweden-based application development company · 300+ staff · ~15 offices worldwide
Coordinated cross-regional IT service teams supporting OTT clients across EMEA. Redesigned troubleshooting and escalation workflows, reducing issue resolution time by 20% and stabilising the regional support framework.
  • Strengthened client trust through transparent, proactive communication — including two-day ticket updates and daily team stand-ups to surface tickets needing escalation or extra resource early — reducing escalations.
  • Acted as Project Manager to implement Zendesk for the support team and launch a new customer support portal.
May 2020 – Apr 2022
Senior Service Manager
Accedo UK Limited (accedo.tv) · London, UK
Sweden-based application development company · 300+ staff · ~15 offices worldwide
Directed the end-to-end project management of a new customer support portal — from requirements and scoping through delivery and adoption.
  • Ran delivery on an Agile basis, breaking the build into iterative sprints to ship value sooner and improve the end-customer support experience.
  • Managed change requests throughout the project — assessing impact, prioritising scope, and keeping stakeholders clearly informed at each decision point.
  • Coordinated across support, engineering, and client-facing teams to align the portal with real support workflows and service expectations.
Jul 2017 – May 2020
Service Manager
Accedo HK Limited (accedo.tv) · Hong Kong
Sweden-based application development company · 300+ staff · ~15 offices worldwide
Served as single point of contact (SPOC) for strategic clients, ensuring issues were logged, tracked, and resolved. Managed client expectations for release schedules and coordinated production rollouts. Collaborated with project managers and engineers to allocate resources and deliver fixes within SLA.
Jul 2014 – Jul 2017
System Analyst
Wheelock Properties (Hong Kong) Limited · Hong Kong
Hong Kong property developer · 1,000+ staff
Managed IT infrastructure and application projects, including HR Management System and Secure Server Farm. Led vendor selection and managed project budgets, ensuring cost-effective delivery. Created project plans and status reports, aligning stakeholders and management on timelines. Delivered end-user training and developed knowledge base documentation.
  • Delivered an e-Leave system to digitise leave application and approval, replacing a manual paper process for staff and HR.
  • Implemented a staff appraisal system to standardise and streamline the annual performance-review cycle.
  • Enhanced the property sales system, extending it to better support the sales team's day-to-day workflow.
  • Built a defect reporting system for property buyers to log and track post-handover unit defects through to resolution.
Across these projects I gathered requirements from business users, coordinated with vendors on build and delivery, and ran UAT and rollout.
Mar 2011 – Jul 2014
Associate Technical Business Analyst
Time Warner Hong Kong Limited · Hong Kong
Time Warner US's APAC headquarters · 2,000+ staff across APAC
Delivered enterprise IT solutions including Digital Library and VOD Management Systems. Managed Agile project cycles with 2-week sprints, improving delivery speed and responsiveness. Conducted proof-of-concepts for emerging technologies, achieving time and cost savings. Coordinated multi-regional deployments and implemented ongoing IT service support models.
Mar 2006 – Feb 2011
System Engineer – Infrastructure Service
Time Warner Hong Kong Limited · Hong Kong
Time Warner US's APAC headquarters · 2,000+ staff across APAC
Infrastructure role preceding an internal transfer into the Associate Technical Business Analyst position above.
  • Acted as project manager on a USD 350K, ~90TB FC storage upgrade — owned budget calculation, storage forecasting, implementation schedule and data migration.
  • Upgraded Internet egress from a single ISP to dual-homed ISPs, and delivered a 25-access-point Wi-Fi rollout across 10 floors at Oxford House.
  • Served as VMware subject matter expert — grew the VM farm from 4 to 16 ESX servers (100 to 300 VMs) and led the upgrade from VMware Infrastructure 3.5 to vSphere.
  • Administered all Linux servers (web, email, database, DNS, application), plus PeopleSoft and a TV broadcasting traffic system (Perspective) migration from HP-UX to Linux.
  • Ran network operations on regional switches and Internet routers, backup operations and data centre maintenance, and general user/server support.
  • Implemented an EV cooperate file server for cost efficiency and an EDM (email direct marketing) infrastructure.
Jul 2004 – Mar 2006
System Engineer
ESD Services Limited · Hong Kong
Local company providing a web portal for Hong Kong government services and online shopping.
  • Administered all Linux servers (web, email, database, DNS, application) supporting online shopping and registration platforms.
  • Provided secondary network support for Priceline, including Cisco PIX firewall rule changes, load balancer and VPN client configuration.
  • Upgraded three Checkpoint Firewalls (4.0 → NG R55 with Application Intelligence) and the RSA Token Server (to v6.1).
  • Delivered client PC user support.
Jun 2001 – Jul 2004
Network Engineer
Prisms Systems International Holdings Ltd. · Hong Kong
Local company providing VoIP services for IDD companies.
  • Administered email and web servers as a daily operational duty.
  • Designed and set up WAN/LAN connectivity to China and Thailand.
  • Set up and maintained VoIP infrastructure (Clarent and Lucent) for the company's IDD VoIP services.
Background

Education & Certifications

🎓 Education

MSc Technology Management
The Hong Kong Polytechnic University · 2014
BEng Computer Engineering
The Hong Kong University of Science and Technology · 1999

📜 Certifications

ITIL Expert PRINCE2 Practitioner Six Sigma Green Belt VMware Certified Certified Knowledge Professional Google Prompting Essentials Udemy: JavaScript Understanding Udemy: Python for Data Science & ML
Opportunities

What I'm Looking For

🛎️
Senior IT Service Delivery / IT Manager Roles
Leading service operations, ITIL governance, infrastructure, and support teams.
🤝
Customer Service Manager Roles
Owning client relationships, SLAs, and escalation management.
🌍
UK / EMEA-Based
Based in Greater London — open to hybrid or remote-friendly roles.
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Operational Impact
Organisations that value SLA rigour, client trust, and continuous improvement.
Contact Me