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Service and project manager in IT service and project management
Yongchao Song
,
Ilford, United Kingdom
Experience
Other titles
Skills
I'm offering
An enthusiastic and agile-minded IT professional with over 20 years of IT service and project management experience cross various industries. A dynamic and hard-working individual who has solid technical background and also high level of customer awareness and commercial focus. Possesses strong analytic skills, communications skills, people management skills and ability to interact effectively with all levels of stakeholders.
Markets
United Kingdom
Links for more
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Language
English
Fluently
Chinese (Mandarin)
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2017 - ?
job
Senior Service Manager
China Telecom Europe Ltd.
• Managing all services related processes and service management team
• Acting as dedicated service manager and the extra escalation point for VIP customers
• Monthly performance reports and review meetings with senior managements of VIP customers
• Building and maintaining a strong relationship among sales, presales and post sales supports (NOCs etc.) and frequent reporting to internal executive management level
• Compiling and representing major incident reports including root cause analysis, resolution, lessons learned and required improvement plan
• Verifying and authorising SLA claims from customers
• Working very closely with business managers, visiting customers for meetings to address any concerns new requirements and use upsell skills to help retain and win more business (100% increase in revenue, 3-year contract, for a VIP customer etc.)
• As part of tender biding team, preparing RFP/RFI process to better position the company, making sure all the requirements are achievable and competitive
• Vendor management - review meetings, SLA claim, service improvement plan
• Obtained strong relationship with customers, internal support teams and vendors at the C-levels executives and improved overall service of the company and customers satisfactory
• Acting as dedicated service manager and the extra escalation point for VIP customers
• Monthly performance reports and review meetings with senior managements of VIP customers
• Building and maintaining a strong relationship among sales, presales and post sales supports (NOCs etc.) and frequent reporting to internal executive management level
• Compiling and representing major incident reports including root cause analysis, resolution, lessons learned and required improvement plan
• Verifying and authorising SLA claims from customers
• Working very closely with business managers, visiting customers for meetings to address any concerns new requirements and use upsell skills to help retain and win more business (100% increase in revenue, 3-year contract, for a VIP customer etc.)
• As part of tender biding team, preparing RFP/RFI process to better position the company, making sure all the requirements are achievable and competitive
• Vendor management - review meetings, SLA claim, service improvement plan
• Obtained strong relationship with customers, internal support teams and vendors at the C-levels executives and improved overall service of the company and customers satisfactory
C, Management, Service Management, Sales, Service, Support, Vendor Management, RFP, Service Manager, Processes, Manager
2008 - 2017
job
Senior Incident, problem manager and change manager - international lead
Trapeze Group.
UK (former 'Siemens VDO')
• Managing incidents, problems and changes in a multi-tiered applications projects (over £100 million) from multiple regions in Europe, Australia, Asia
• Improved first time fix time rate of incident resolution by 30% and reduced repetitive incidents by about 20% by using proactive problem management process (Change management to deploy fix)
• Driving and leading global teams in multiple time zones to investigate the escalated and major incidents through to resolution within SLA by chairing meetings or conference calls
• Composing Major Incident Review reports for internal and client senior managements
• Ensuring the proper service management processes to be followed by helpdesk and support groups
• Managing the life cycle of the problem management process from identification, through root cause analysis, to the completion of remediation tasks
• Chairing CAB (Change Advisory Board) meetings in assessing potential risks caused by changes
• Creating incident and problem trend analysis and statistics reports for Service Level Management
• Coordinating with internal and external technical support groups in resourcing appropriate skills and information for effective problem resolution
• Attending regular SLM (service level meeting) meetings with client senior managements for escalated issues and updating on progress
• Managing and maintaining appropriate interaction with multi third party service suppliers
• Managing and running service credit reports with hundreds of system KPIs
• Ongoing international project management and delivery
• Managing incidents, problems and changes in a multi-tiered applications projects (over £100 million) from multiple regions in Europe, Australia, Asia
• Improved first time fix time rate of incident resolution by 30% and reduced repetitive incidents by about 20% by using proactive problem management process (Change management to deploy fix)
• Driving and leading global teams in multiple time zones to investigate the escalated and major incidents through to resolution within SLA by chairing meetings or conference calls
• Composing Major Incident Review reports for internal and client senior managements
• Ensuring the proper service management processes to be followed by helpdesk and support groups
• Managing the life cycle of the problem management process from identification, through root cause analysis, to the completion of remediation tasks
• Chairing CAB (Change Advisory Board) meetings in assessing potential risks caused by changes
• Creating incident and problem trend analysis and statistics reports for Service Level Management
• Coordinating with internal and external technical support groups in resourcing appropriate skills and information for effective problem resolution
• Attending regular SLM (service level meeting) meetings with client senior managements for escalated issues and updating on progress
• Managing and maintaining appropriate interaction with multi third party service suppliers
• Managing and running service credit reports with hundreds of system KPIs
• Ongoing international project management and delivery
Project Management, Change management, Management, Service Management, Statistics, Service, Support, Advisory board, International, Asia, Processes, Manager
2004 - 2008
job
IT and Network Manager
JM Communications Ltd.
• Technical support for company desktops, laptops and servers to make all the business applications running smoothly
• Development of guidance on the application and best practice use of the different digital communication system such as Wi-Fi, EDGE/GPRS and UMTS systems
• Administrating and troubleshooting LAN and WAN network; Proposing and implementing network system enhancements (software and hardware) for the company
• Being involved in designing and developing network of data, voice and SAN
• Communicating effectively with clients to identify needs and evaluate alternative technical solutions; project management, Technical training to internal and customer engineers
• Development of guidance on the application and best practice use of the different digital communication system such as Wi-Fi, EDGE/GPRS and UMTS systems
• Administrating and troubleshooting LAN and WAN network; Proposing and implementing network system enhancements (software and hardware) for the company
• Being involved in designing and developing network of data, voice and SAN
• Communicating effectively with clients to identify needs and evaluate alternative technical solutions; project management, Technical training to internal and customer engineers
Project Management, Training, Management, Network, It, Support, Hardware, Development, Software, SAN, WAN, Manager
1998 - 2004
job
Senior System Engineer
China Unicom.
• Administration and maintenance of the core network with more than 200 main nodes (cities) providing data, voice and Internet services to customers throughout the world
• Setting up hardware and application software, designing, testing, diagnosing and troubleshooting network issues and providing technical support to customers
• Liaising with other major telecom carriers & equipment vendors such as AT&T, China Telecom, Cisco and Huawei Co. regarding to the technical issues raised
• Developed and implemented the VoIP and data network project for Nokia company and handset manufactures within tight timescale
• Documenting and updating the network information including topology diagrams, IP addresses, routing protocols, maintaining experience, customers and related third part providers
• Setting up hardware and application software, designing, testing, diagnosing and troubleshooting network issues and providing technical support to customers
• Liaising with other major telecom carriers & equipment vendors such as AT&T, China Telecom, Cisco and Huawei Co. regarding to the technical issues raised
• Developed and implemented the VoIP and data network project for Nokia company and handset manufactures within tight timescale
• Documenting and updating the network information including topology diagrams, IP addresses, routing protocols, maintaining experience, customers and related third part providers
Administration, Cisco, Network, Support, Hardware, Voip, Testing, Software, Telecom, China, Internet, UP
My education
University of Bath
MSc, Digital Communications
MSc, Digital Communications
Tian jin Polytechnic University
Bachelors, Mechatronics
Bachelors, Mechatronics
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