Darwin D.
Martillano
HEAD OF APAC OPERATIONS
House #6 Dimaranan Compound,
Southville Town & Country,
Sto Tomas, Binan City,
Laguna, PH, 4024
+63 908 876 0968
deemartillano@icloud.com
PROFESSIONAL
PROFILE
I bring a unique skill set to the
executive management level,
with creative and out of the
box thinking combined with
solid goal-oriented planning.
Energetic, enthusiastic, and
specializing in strategic
planning and long-term vision
with an eye for up-and-coming
trends and new avenues or
growth and profit.
HIGHLIGHTS OF QUALIFICATIONS (Skills & Abilities)
DESIRABLE: LEADERSHIP:
• Elevates the profiles of all direct reports enabling them to step up
and function as future leaders. Executes proven operating models
and strategies that will increase work efficiencies, improve quality
and lower costs.
• Takes on New Frontier Projects to increase workforce capacity.
• Positioning the organization as a “critical team” of the company that
is value generating.
• High growth and promotes future leaders.
• DevOps thinking practicing Agile and Lean and Kanban techniques
to improve ITIL processes for continual service improvement.
• Initiates a Roadmap of Aspirations/Vision and commits the entire
team to follow.
• Builds strong relationships with leaders and key influencers.
ESSENTIAL: DAY TO DAY OPERATIONS MANAGEMENT:
• Improve efficiency in delivering service, Reduce End user Time
spend on incidents and request. Grow incident deflection, through
process improvement, Shift to the left and to level 0 or end user self-
service. Establish Monitoring of Severity 3 to 5 incidents, identify
norms, trends and patterns to be used as pro-active trigger in
determining outliers.
• Daily Standup (Business as Usual) tasks
• Weekly Business/Operations Review: Top Caller, Routed CI, IVR,
Staffing and Flexible Scheduling.
• Staffing Capacity: before taking on new work and global projects.
• Forecasting volume of incident calls; requests; other channels.
• KPI/SLA Deep Dive/Baselining Performance.
• Workforce Management: Review of individual tasks, coaching and
project involvement, COC mastery and behavioral management.
• People Development: Training and upskilling - classroom setup,
online and outside training, Reviews (Probationary, Midyear,
Annual)
• Review Data Analysis: Understanding variations in the data results;
time spent on each configuration items and measure improvement.
EFFICIENCIES:
• Proactive engagement with Change Management to prepare service
desk operations around planned freeze periods, major releases of
critical apps, datacenter maintenance, and other infrastructure
activities.
• Fast handling and escalation of major incidents.
• Internal Organizational Engagement with Field IT and the Level 2
Technical Towers (Network, EUC, Platform, Events) to streamline
processes.
WORK EXPERIENCE

Head of APAC Operations | RS2 Smart Processing

(July 2022 – December 2022)
Designs and defines processes across functions - client onboarding, client integration, client relationships, regulatory compliance, while
keeping overall business objectives in mind. Focus on maintaining and ensuring the highest possible operational controls and standards,
while also being a hands-on pragmatic leader and recognizing that the objectives of the role need to be balanced with those of business
efficiency. Leading the Operations team and making sure that the team members reach their assigned goals and objectives.

• Responsible for leading the Operations team and full operations function of the company which includes:
o Projects Management
o Customer Service/Support
o Client Delivery Management
o Client Relationship
o Chargebacks/Fraud
o Dispute Management
o HR and Finance Department
o Training and Quality Management
o Technical Operations (Automation)
o Change/Release Management

• Establishes, implements, and communicates the strategic direction of the organizations operations division.
• Collaborates with executive leadership to develop and meet company goals while supplying expertise and guidance on
operations projects and systems.
• Collaborates with other divisions and departments to carry out the organization’s goals and objectives.
• Identifies, recommends, and implements new processes, technologies, and systems to improve and streamline
organizational processes and use of resources and materials.
• Ensures that departmental decisions and project plans such as those for staffing, development, organization, material
efficiency, hardware acquisitions, and facilities are in line with the organizations business plan and vision.
• Establishes, communicates, and implements operations-related policies, practices, standards, and security measures to
ensure effective and consistent support and execution.
• Reviews and approves cost-control reports, cost estimates, and staffing requirements for projects.
• Establishes and administers the department’s budget.
• Presents periodic performance reports and metrics to the chief executive officer and other leadership.
• Maintains knowledge of emerging technologies and trends in operations management.
• Identifies training needs and ensures proper training is developed and provided.
• Performs other related duties as assigned.
• Develops and directs project management operations and strategic planning to meet organizational goal.
• Provides overall strategic governance for projects by establishing standards, processes, and tools used for effective project
delivery.
• Set productivity and quality targets and to assess results for all projects.
Regional Head of Information Technology Service Delivery APAC | Ivoclar
(May 2021 – July 2022)
• Responsibility for Service Delivery team and related resources within
Service Delivery
• Actively recruits, develops and leads (project) team and team members
with global focus, across teams and multiple concurrent projects, to achieve
maximum effectiveness at lowest cost.
• Responsible for defined IT related projects within the Service Delivery
unit or on a global base, varying size, technical and organizational
complexity, functional and geographic scope.
• Responsible for ensuring Service continuity for the respective Service
Delivery hub.
• Pro-active optimization for existing Services and processes together with
the Service Management department.
• Coordinates and manages, local and global resources and projects by
developing project plans including milestone deliverables and resource
requirements to achieve agreed objectives within budgetary constraints and
corporate project portfolio standards.
• Recruit and prepares/trains team and project resources and develops
contingencies and alternates.
• Resolves task/resource assignment conflicts
• Aligns and manages deliverables with service level agreements to ensure
quality targets are met with in the approved methodology.
• Prepares status reports, updates documentation and briefs management in
other related teams.
• Responsible for functional acceptance test of all defined business cases.
• Partners with other cross-functional teams, global IT teams departments
heads and project managers to ensure integrated objectives are met in a
timely and cost-effective manner.
• Responsible for the technical and human resources management of his
organizational unit or scope of responsibility
• Performs other duties that maybe assigned and trained as to skills and experience.
• Pro-active interaction with vendors, suppliers and consultants to negotiate and develop IT frameworks and
contracts under the guidance of the Corporate Information Technology Department.
• Adherence to the Code of Business Conduct and all subscribed standards.
• Pro-active communication with Corporate Information Technology Department specially with functional
manager
• Identifying and acting on opportunities to improve service quality.
• Running and sharing regular service level agreement reports for his or her area of responsibility
• High focus on customer service and user satisfaction
• Supporting IT requests on a global level.
• Represents the Information Technology internally and to external customers and peers.
Global Service Delivery Manager | IBM Philippines
(October 2018 – May 2021)

• To be a part of the Global IT Leadership Team, and to work in close partnership with peers and other stakeholders
to deliver an optimal IT service to the firm within available budgets and resource capacity

• To ensure that IT Service Desk support and Training are delivered to the highest possible standard across all
regions, as measured by excellent satisfaction levels across the business stakeholders, and to act as the senior
escalation point for IT support issues

• To ensure that the global Service Delivery team and the constituent team members continue to improve in order to
meet Withers' evolving support requirements and to support team members' personal development and career
satisfaction through recruitment, organization, training, coaching and appraisals

• To own the ITSM processes, monitor their effectiveness, and proactively identify opportunities for improving
both IT and business performance, as part of the design and delivery of a strategic roadmap of innovative
processes, standards and technologies

• To deliver qualitative and quantitative metrics of performance which will help with IT issue identification, policy
and decision making, and guide investment in service improvement

• To be responsible for all service-related business communications

• To identify and proactively manage Major Incidents and work with global support teams to quickly and efficiently
deliver a resolution, minimize impact, and ensure the speedy resumption of business operations and security of the
business assets

• To gather formal and informal customer feedback via stakeholder meetings and forums in order to ensure that all
support issues and ideas are identified and addressed, and then engage with the global IT team to identify, plan
and deliver solutions

• To lead and oversee the implementation of user-facing IT projects delivering new and enhanced services across all
offices

• To continually maintain and expand a strong working knowledge of currently-used and future technologies to
provide technically accurate solutions to end-users and to increase IT’s value

• In conjunction with the Head of IT Systems, to ensure fit-for-purpose support contracts are in place for user-
facing IT systems, including liaising with suppliers for purchasing, and managing suppliers to ensure that the best
quality of service is obtained

• To define and manage the IT support and training budget.

Business Operations Manager/Compliance/PMO | IBM Philippines
(March 2014 – October 2018)

• Point of contact and coordinator for Business Controls Process and Compliance focal in all IBM Service Desk
Delivery account.
• Oversees different initiatives or projects of the business, monitor their progress and completion and ensure
that they meet the expectations of the clients.
• Responsible for education of all IBM Service Desk accounts on all Business Controls Process and Compliance
related mandatory material.
• Always maintain audit readiness posture.
• Represent and help all IBM Service Desk accounts in preparation for account and corporate audits.
• Ensure proper documentation and correct storage of all documents in RISK tool.
• Always establish and run Governance for Compliance and Audit readiness.
• Monitor completion of requirements needed by the account from support teams
• Check for BCP documents from all IBM Service Desk account Asia Pacific and make sure they are correct and
up to date
• Ensure all artefacts are up to date and have all mandatory approvals.
• In charge of coordinating audit requirements between the IBM Compliance and Delivery teams.
• Cascade lessons learned from audits and review.
• Conduct monthly audit and review cadence/reporting to operational procedural compliance.
• Conducts internal investigations of security breaches by leading security-related audits.
• Ensures efficient and timely rendering of service based on agreed SLA and meets performance metrics and
commitments to customers.
• Maintains professional and technical knowledge by tracking emerging trends in SDD operations management;
attending educational workshops; reviewing professional publications; establishing personal networks;
benchmarking state-of-the-art practices; participating in professional societies.
• Motivates the team and maintains high staff morale.
• Conducts performance review of his team members. Participates in hiring, promotions and disciplinary actions/.
• Prepares monthly reports and writes recommendations for management review should improvement or major
concerns are encountered.
• Participates in budget planning, operational and capital expenditures allocation and forecasting and review.
• Exhibiting confidence in understanding and addressing issues or concerns of the users, otherwise, gathers
necessary information and elevates to proper channel accordingly.
• Leads an effective team interaction adhering to the values of the company and meeting the objectives.
• Identifies team’s training needs and ensures that proper trainings are provided.
• Expands knowledge on business process and IT related information.
• Keeps abreast of current technology, systems information, problems, changes and updates relevant to the team.
AT&T SALES COACH | SUTHERLAND GLOBAL SERVICES
(September 2012 – October 2013)

• Making sure that the team meet the goals set by Management.

• Mentoring and coaching those agents who has a low performance.

• Conducting focus session, side-by-side coaching to agents who needs it.

RETENTION | FIRST SOURCE

(January 2011 – September 2012)

• Manage daily staffing and workflow and ensure adherence to department quantity and quality standards.
• Proactively identify service delivery failures and escalate issue/impact to appropriate business owners Meet
regularly with individual team members
• Coach associates or agents to meet and exceed their metrics and sales goals.
• Utilize reporting and direct observation to keep them abreast of their performance towards those goals.
• Provide performance analysis to implement action plan strategies to improve overall performance.
• Be a resource for policy, procedure, and human resources questions/issues.
• Day to day decisions is generally made without seeking higher authority.
• Intensive interaction with subordinates through coaching and mentoring. Has an impact on the success of the
functional area.

ASSISTANT TEAM LEAD | TELETECH HOLDINGS INCORPORATED

(November 2008 – December 2010)

• Responsible for their own portfolio of work.

• Assists the TL in reviewing work done by other members of the team.
• Assists the TL in conducting technical trainings related to their expertise/specialization.
• Assists the TL in being responsible for the team’s process workflow and improvement initiatives and
productivity.
• Assists the TL in assigning jobs within specified job area/team. Assists in ensuring work is finished properly
and on time.
• Assists the TL in monitoring assignments and projects.
• Assists the TL in documenting procedures for the assigned offices.
• Performs other duties as may be assigned by the Team Leader/Supervisor/ Manager/Director.

Responsibility for Results:

• Deals with the team members for his/her job area to ensure the work gets done.
• Submits recommendations on how service can be improved, including training needed for team members.
 Problem Solving, Analysis and Decision Making:
• Requires an ability to manage expectations, staff issues and client complaints. In order to estimate the
timeframe an assignment needs to be finished, he/she has to know the resources available and be quick in
making decisions. Judgment is required to handle their responsibilities, as they directly deal with thestaff and
clients/contacts in our offices.
• By analyzing the documents and resources, they must quickly decide on the best way the job can be finished
efficiently and with high quality.

ACHIEVEMENTS/TRAININGS

• Client Commendation for excellent work that was shown, from 27% moved up to 89.9% for a short period of
time.
• Excellent performance and contribution for Global Citi GCSC in Q2 2015.
• Business Excellence award in Q2 2015.
• Business Excellence award in Q3 2015.
• Business Excellence award in Q1 2016.
• Business Excellence award in Q1 to Q3 2017
• Business Excellence award in Q1 to Q3 2018
• Business Excellence award in Q2 to Q4 2019
• Business Excellence award in Q1 to Q2 2020
• Business Excellence award in Q1 2021
• Manager Choice Award 2015 – Showing Personal Interest and Development in Citi Bank account.
• Manager’s Choice Award 2016 - for Business Control Compliance.
• Manager Choice Award 2015 – Tools and Access
• Revised and created a new process for Onboarding and Off-boarding VCSC (Asia Pacific)
• Created a process for CCSI Telephony issue for Operations and Business Side.
• Manager Choice Award 2015
• Managers Choice Award 2016
• Manager’s Choice Award 2017
• Manager’s Choice Award 2018
• Manager’ Choice Award 2020 – Business and People growth

TRAININGS AND SEMINARS

• Lean Six Sigma LSS Yellow belt

• Lean Six Sigma Green belt
• Lean Six Sigma Black belt
• Root Cause Analysis
• Process Documentation
• Compliance Testing and Monitoring
• RISC Management
• Separation of Duties
• Business Continuity Plan
• Record Management / Access Management
• Management Self-Assessment
• ITIL V3
• Project Management Fundamental
CHARACTER REFERENCE

• Christian Carlo Casas

CWT Deputy Leader 09178213963

• Mark Angelo Adriano

IBM Service Desk Leader 09369792964
• Jay Melendres
Sutherland Corporate Trainer 09985572774

I certify that the above information is true and correct with all my knowledge and belief, and agree that any misstatement
as to the material facts will constitute ground for immediate denial of my application.

Darwin D. Martillano

Applicant