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Dexter W. — Senior IT Technical Delivery Manager from Philippines

Dexter W.

Senior IT Technical Delivery Manager

Philippines 6+ years
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About

Dexter S. is a seasoned IT professional with over 22 years of progressive experience in the information technology industry, specializing in SAP technologies, ITIL-based service management, and large-scale technology solution delivery. His expertise spans the retail, F&B, transportation, and technology consulting sectors. Dexter’s career began as a Systems Engineer at Microbase Inc., supporting global systems integration for Procter & Gamble, before advancing into leadership roles at Hewlett-Packard where he was recognized for leading impactful incident reduction initiatives. He has held operational and account management positions at My Amazon Guy, optimizing IT operations through process improvements and no-code/low-code platforms like Zapier and AirTable. Currently serving as Technical Delivery Manager Lead at Accenture, Dexter oversees multi-region Service Desk operations, manages account financials, and champions continuous improvement utilizing ITIL frameworks, automation, Power BI analytics, and the deployment of advanced AI solutions such as ChatGPT and Microsoft Copilot. He is a certified ITIL v3 Expert and SAP BI Solution Consultant, with hands-on expertise in platforms including Salesforce Service Cloud, ServiceNow, and Confluence.

Experience

  • Technical Delivery Manager Lead

    Accenture Inc. · 2023 — Present
    Oversee the delivery and quality of technology services for multiple contracts and programs, ensuring operational excellence. Manage account financials and operational performance while leading teams to achieve service objectives. Collaborate with stakeholders to optimize delivery and implement service management processes for improved efficiency and scalability.

  • IT Operations Lead

    My Amazon Guy · 2023 — 2023
    Developed streamlined IT support processes and optimized ticket workflows to enhance issue resolution. Supervised daily IT operations, reducing escalations, and conducted training programs to boost team capabilities. Fostered documentation practices and managed the IT operations budget.

  • Technology Delivery Manager / Service Delivery Manager

    Hewlett-Packard Asia Pacific Ltd · 2010 — 2016
    Oversaw account health and managed customer escalations for various accounts. Defined service expectations with customers and delivery teams while enhancing the service portfolio through upselling and service improvements.

  • Technology Consultant

    Hewlett-Packard Asia Pacific Ltd. · 2004 — 2010
    Provided consulting and support for SAP BI/BW and APO, managing ITIL processes such as incident, problem, and change management. Designed service delivery frameworks and support models, ensuring SLA compliance through performance optimization initiatives.

  • Systems Engineer / Team Lead

    Microbase Inc. / Procter & Gamble (Client) · 2001 — 2004
    Supported the global deployment of workplace environments and facilitated systems integration and quality assurance processes. Led QA teams for certification and integration, managing LDAP and licensing systems as well as application deployments.

  • Technical Engineer

    Advance Microsystems Corp. · 2001 — 2001
    Delivered technical support to customers and designed LAN structured cabling solutions.

  • Computer Technician

    Freelance · 2000 — 2001
    Troubleshot hardware and software-related issues, provided software installation assistance, and offered on-call computer services.

Skills & Expertise

Bootstrap DeveloperArchitectural ServicesAccount ManagementIT and NetworkingBusiness Intelligence AnalystData Analyst

Education

  • Bachelor of Science in Electronics and Communication Engineering
    AMA Computer College · 1996 — 2000