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Dar T. — Senior Customer Support & Service Delivery Manager from Malaysia

Dar T.

Senior Customer Support & Service Delivery Manager

Malaysia 1-2 years
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About

Darwin E. is a seasoned Service Delivery Manager and Customer Support Leader with over two decades of experience in the IT and telecommunications industries. He has demonstrated adeptness in managing global support teams and overseeing major enterprise clients across diverse sectors, including technology, utilities, and education. At Fujitsu Philippines, he is responsible for leading service delivery, managing high-priority incidents, and initiating continuous improvement initiatives that enhance customer satisfaction and operational efficiency. Prior to Fujitsu, Darwin honed his leadership skills at Maersk Global Service Centre, where he managed support teams for Maersk.com, focusing on incident management, KPI reporting, and staff development. His pragmatic approach extends to roles with Genpact and La Meizon Enterprises, where he excelled in technical support operations and client success management. Darwin’s proficiency is further solidified by his educational background, holding a Bachelor's degree in Electronics & Communications Engineering and numerous certifications, including ITIL and Cisco Customer Success Management. His contributions are underscored by a commitment to performance excellence and stakeholder collaboration.

Experience

  • SERVICE DELIVERY MANAGER

    FUJITSU PHILIPPINES INC. · 2024 — Present
    Directed service delivery for major enterprise clients, managing frontline specialists and senior stakeholders across various services and products. Addressed high-priority incidents and outages by coordinating technical teams, maintaining communication with customers, and contributing to post-incident reviews and corrective action plans. Identified risks and areas for process improvement, initiating continuous improvement initiatives to enhance team efficiency and reduce customer impact. Monitored and reported on KPIs, sharing performance insights with senior leadership while ensuring adherence to standard operating procedures and incident management practices.

  • MAERSK.COM SUPPORT MANAGER

    MAERSK GLOBAL SERVICE CENTRE · 2023 — 2024
    Oversaw global product support teams for Maersk.com, supervising specialists and leads managing multi-channel customer inquiries and technical issues. Led responses to significant incidents and live service challenges, coordinating technical resources and providing regular updates to customers. Delivered periodic performance reports on key metrics to senior management, driving improvements based on management information. Managed performance for the team, set targets, and conducted regular coaching sessions while ensuring compliance with support processes and quality guidelines.

  • APPLICATION & VESSEL IT MANAGER

    MAERSK GLOBAL SERVICE CENTRE · 2017 — 2023
    Guided internal IT and application support teams in providing services to global users, maintaining SLA adherence and high-quality support. Managed resource allocation and project delivery, participating as a key stakeholder in cross-functional projects impacting IT services. Initiated continuous improvement by reviewing team performance, identifying gaps in processes and systems, and implementing new working methods. Engaged in regular coaching and training to develop team competencies while facilitating stakeholder communication to align service expectations.

  • SERVICE DELIVERY MANAGER

    FUJITSU PHILIPPINES INC. · 2017 — 2017
    Supervised daily IT support operations across desktops, networks, and servers, ensuring prompt issue resolution and adherence to high service standards for enterprise customers. Conducted regular service review meetings to track metrics and prioritize issues while planning for process enhancements. Generated SLA performance reports and collaborated with IT and business units to address complex escalations.

  • TECHNICAL SUPPORT OPERATIONS MANAGER

    GENPACT · 2012 — 2017
    Managed technical support teams that served global customers, ensuring service quality and compliance with SLAs. Oversaw ticket management, escalations, and distribution of workloads while enforcing consistent application of support processes. Produced and analyzed KPI and management information reports, utilizing data trends to drive enhancements. Engaged in recruitment and training of support staff and led projects focused on continuous improvement related to training and customer experience.

  • SALES & CLIENT SUCCESS MANAGER

    LA MEIZON ENTERPRISES · 2009 — 2011
    Managed the complete client lifecycle from onboarding through renewal and expansion, emphasizing retention and account growth. Monitored client health and satisfaction, identifying opportunities for upsells and collaborating with Sales and Marketing on strategic initiatives. Conducted product training, demonstrations, and business reviews, while generating reports to highlight usage and results for clients.

Education

  • Bachelor of Science in Electronics & Communications Engineering
    Mapua Institute of Technology