Sompoch Maenkaew
Khlong San,10
Summary
Effective expertise in engagement with Business, Vendor and Backend, more than 20 years of professional service in enterprise IT with shifting technology and cross-industry business. Facilitate a focal point for the client's demands, convert to the project and deliver with a smooth ongoing operation. Intelligent Service Delivery Manager with [Number] years of experience in [Industry]. Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change. Astute Service Delivery Manager offering [Number] years of experience supporting [Industry] service delivery. Efficient and proactive leader with expertise in incident management and outage response. Bilingual individual with resourceful approach to developing innovative solutions.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Senior Service Delivery Manager
FUJITSU (THAILAND)
08.2021 - Current
- Having experience in enterprise IT service management for professional service and project management, supporting automotive clients [Toyota and Honda]
- Capture and report on Service measurements and client relationship management to IT Managers
- Develop enterprise-level relationships with companies in consultative client relationship roles, targeting Director Level or above
- Lead customer meetings to identify opportunities and determine solutions for their business needs
- Provide service offerings to potential enterprise accounts and maintain existing client relationships
- Interface with customers to ensure standards are exceeded according to key performance indicator metrics and service level agreement as per commitment
- Manage and increase effectiveness and efficiency of Support teams (sales, pre-sale and delivery), through improvements to each function
- Supervise and manage output/result of pre-sales and delivery teams
- Develop partnerships with third parties and external organizations to further enhance overall customer.
- Supervised operations of 24-hour customer service desk staffed by [Number] team members
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times
- Maintained in-depth knowledge of local-area service market, applying data on competition and service areas to enhancing commercial outreach efforts
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals
- Planned and managed full [Type] project lifecycles, from conception through final completion
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff
- Maintained proper staffing levels to guarantee timely and accurate deliveries
- Contributed to internal and external account reviews
- Coordinated and led internal and external site team meetings
- Attended staff and client meetings and served as liaison to manage operations for account
- Coordinated new hire recruitment, training and development
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential
- Implemented and supported [Product or Service] at client site
- Worked with high-profile customer to select third-party vendor for IT infrastructures
- Met with business leaders to better understand IT issues that negatively impacted businesses
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support
- Facilitated completion of deliveries and verified documentation
- Managed third-party contracts to drive delivery of required services
- Worked with vendors to schedule daily pickups and weekly deliveries
- Interfaced effectively with key accounts, answering questions and delivering exceptional service
Senior Manager
ALPHA SIRIUS
06.2020 - 08.2021
- Having experience in technology-enabled Financial Technology (FINTECH) services provider, including Mobile Application for QR Payment, Digital Business
- Facilitated Technical Presale for on-cloud Mobile App.(ServD) on Alpha Sirius’s food ordering to persuade and educate about App
- With partner/ agent and coordinate with developer team between partner and internal App
- For API connectivity
- Facilitated as Focal Point for on-prem Mobile App.(BeMerchant NextGen) on Bangkok Bank’s QR Payment Gateway for incident handling to coordinate with developer team, requirement validation to transit to new project and manage delivery
- Facilitated as Business Assistant for on-cloud Mobile App.(LHBank MShop) on LH Bank’s QR Payment Gateway for incident handling to coordinate with developer team, relationship development with partner/ agent to persuade and educate about App
- Built FSD, Test Case, validate on SIT and UAT for a new enhancement project
- Developed automatic shell script for patching on SIT, UAT and deployed on production
- Managed QR payment system for mobile App
- (BeMerchant NextGen) including NGINX, Python, Java, MariaDB cluster, MongoDB and RedHat Enterprise Linux
- Participated in internal validation cloud architecture for new Mobile App.
Customer Program/Project Manager
DXC TECHNOLOGY (THAILAND)
09.2018 - 04.2020
- Having experience in enterprise IT service management for professional service and project management, supporting strategic clients [SCG]
- Facilitated as Account Manager for major business [SCG Chemicals and CPAC] on project management and service management
- Performed in committee of 'Employee Welfare Club', arranged activities for employee
- Collaborated for relationship management with client, vendor and support team to ensure problem escalation was addressed within SLA
- Managed multiple concurrent projects to ensure deliverables aligned with business portfolio
- Participated in solutions validation and managed implementation for 'Rayong Private Cloud Project' (VXRail, Veeam, DataDomain and Cisco N9K)
- Facilitated infrastructure team, collaborated with 3rd party for 'SAP HANA On-Cloud Implementation Project' (AWS IaaS and Azure IaaS)
- Participated in solutions validation and managed implementation for 'Oracle database Cloud Migration Project' (AWS IaaS)
- Facilitated infrastructure team, collaborated with 3rd party for 'Rayog Industrial Cyber Security Project' (Firewall [Palo Alto/Fortigate], Network [Cisco], Backup [Acronis], Log collector [Softnix] and Antivirus [McAfee]).
Senior Service Delivery Manager
YIPINTSOI
12.2011 - 09.2018
- Having experience in enterprise IT service management for professional service and project management, providing strategic clients [DTAC, Bangkok Hospital, SCB, Bangkok Airways, and NIIT]
- Performed in the committee of 'Employee Welfare Club', developed and arranged the activities for employee
- Collaborated for relationship management with client, vendor and support team to ensure the problem escalation were addressed within SLA
- Led a support team for IT Infrastructure Service including hardware and software products (NetApp, HPE, VMware and Symantec)
- Participated in solutions validation and manage the implementation for affiliated hospital project 'HPE Server/Library/Storage, 3PAR, VMware, Windows, RedHat, Veeam, BackupExec' [Bangkok Hospital]
- Managed the support team for 'SAP-HANA (Cisco UCS/Switch, VNX, DataDomain, Unity, NetBackup, SUSE, Palo Alto Firewall and Trend Micro Deep Security' [NIIT]
- Managed the support team for 'SAP-HANA (Cisco UCS/Switch, Brocade, VNX, HPE library, DataDomain, NetBackup, SUSE, Palo Alto Firewall, Trend Micro Deep Security, VMware, Datacenter Management, UPS, Air and Water leak' [Bangkok Airways]
- Participated in solutions validation and manage the implementation for Enterprise Infrastructure product 'Oracle, Solaris, Windows server, HPE server, 3PAR, HPE Library, IBM Crypto, Huawei Switch, RedHat, Brocade, NetBackup, VMware and Datacenter cabling' [DTAC]
- Managed the operation team for 'Trend Micro Deep Security' and Sourcefire IPS/IDS' [MEA].
Assistant Department Manager
G-ABLE
07.2005 - 11.2011
- Having experience in enterprise IT service management for outsourcing, professional service and project management, serving strategic clients in Banking and Insurance sector
- Performed in the working group of 'Corporate Crisis Management Committee', prepared procedure and assisted during the crisis
- Estimated costing, pricing and propose solutions for new Infrastructure and Application project
- Evaluated new solutions and services to determine the proposal with client
- Motivated and managed staff about performance and personal development
- Educated and supervised staff about the ITIL compliance
- Managed onshore/offshore resources, providing outsourcing services to achieve the SLA
- Led the IT outsourcing team such as Application, Datacenter, Infrastructure, Desktop and Helpdesk
- Participated in solutions validation and manage the implementation for IT security policy, including hardening on Unix, Windows, Network and Oracle Database [G-ABLE-MIS]
- Participated in solutions validation and manage the outsourcing for 'Sun server, IBM server/storage, Windows server, OS/2, RedHat, Firewall, IPS/IDS, Antivirus, Branches network/server/peripheral, Cheque clearing machine and Helpdesk Services, SOC CAT Cyfence' [KBank]
- Participated in solutions validation and manage the implementation for 'Wincor ATM branches' and outsourcing 'SIEM, WAN, LAN, Voice Gateway, VSAT, NMS' [BAAC]
- Managed the implementation and supervised the outsourcing for 'Firewall, IPS, IDS' [CIMB]
- Managed the operation outsourcing for 'Sun Solaris Operation and Onsite training' [Ford].
Advanced Technical Specialist
IBM SOLUTION DELIVERY
04.2004 - 05.2005
- Having experience in IT outsourcing service, supporting banking client [KBank]
- Advised customer for the vulnerability fixing on Unix and Storage
- Evaluated vendor on new products and services to determine with client
- Implemented the OS Hardening and Patch management on Unix, Storage and Backup system
- Implemented the Enterprise Backup and collaborated in the Disaster Recovery Team
- Coached new staff on business process and system architecture
- Administrated Unix server, storage and SAN in the DC and DR environment.
Service Engineer
FIRST LOGIC
05.1997 - 04.2004
- Having experience in enterprise IT professional service for world-class hardware and software products
- Collaborated in 'Pioneer Team', supporting strategic customers [Telco, Banking, Oil & Gas]
- Performed in '5S Committee', developed and monitored standard procedure
- Managed subcontractor and verified before delivery in Datacenter construction project
- Implemented 'Symantec IPS/IDS' on Solaris and configured the shell script for routine backup
- Implemented 'CheckPoint Firewall' on Solaris and customized the MIB for monitoring
- Implemented 'CAD server' (Sun + Cisco[Router, Switch] + HP[PC, Plotter, Printer]) for engineering faculty in 8 RIT’s campus
- Implemented 'Y2K solution' on Solaris (Backup, Restore and Patches)
- Implemented Reuters news feed (Sun + Cisco switch) for accounting faculty in 10 Universities
- Demonstrated and trained customers and team on new Products & Technologies
- Designed and implemented Datacenter products (e.g
- UPS, Rack, Network)
- Installed and support HP-UX, Linux and related enterprise software
- Installed and supported hardware and software related to Sun Microsystems.
Foreman
BEWCON
06.1996 - 04.1997
- Having experience in Electrical and Mechanical installation for high-rise buildings and factories
- Managed the workers for Electrical and Mechanical installation
- Administered PC, Printer, Plotter in Head Office and branches
- Designed and revised the blueprint by hand drawing and AutoCAD.
Education
Bachelor of Science in Industrial Electricity Technology -
Rajabhat Institute Phranakhon
Bangkok03.1994
Diploma in Electrical Power - undefined
Rajamangala Institute of Technology, Bangkok Technical Campus
Skills
- Service Level Agreements
- Incident Management
- Customer Satisfaction
- Business Analysis
- Client Relationship Management
- Customer Engagement
- Training and coaching
- Mentoring and training
- Project Implementation
- Performance Improvement
Trainingandqualification
- AZ-300: Microsoft Azure Architect Technologies [Microsoft, 2019]
- ITIL Intermediate Certificate in IT Service Operation [Axelos, 2018]
- ITIL v3 Foundation Examination [EXIN, 2011]
- Certified Data Center Professional [EPI, 2010]
- Sun Certified Field Engineer Basic Certification Level [Sun Microsystems, 2002]
- Certified Systems Administrator Specializing in HP-UX [Hewlett Packard, 2005]
- Sun Certified Network Administrator For Solaris 8 [Sun Microsystems, 2002]
- Certified The APC University Program [APC(Thailand), 2001]
- CISM Cert Prep: Information Security Program [LinkedIn Learning, 2024]
- CISM Cert Prep: Information Security Risk [LinkedIn Learning, 2023]
- CISM Cert Prep: Information Security Governance [LinkedIn Learning, 2023]
- PMP Exam Preparation [Project Steering Team, 2020]
- ITIL Life Cycle - Service Operation [Network Training Center, 2018]
- ITIL v.3 Workshop [Sriwalee Computer, 2012]
- IT Risk Management(ITRM) [Network Training Center, 2012]
- ITIL v3 Foundation For ITSM [Hewlett Packard, 2011]
- Mini MBA [Thammasat University, 2007]
- Essential Soft Skills For Project Management [Software Park, 2006]
- Delighted Customer Skills Development Program [Mahidol University, 2002]
- Effective Cohesive Team Work [Thammasat University, 2002]
- AWS-SYSOPS Systems Operation on AWS [Trainocate, 2022]
- AWS Partner: Cloud Economics Accreditation [AWS Partner, 2022]
- Design for security in Azure [Microsoft, 2019]
- Azure Migration Bootcamp: Migrating Workloads to Microsoft Azure [Technofocus, 2019]
- AZ-300: Microsoft Azure Architect Technologies [ MS-MVP, 2019]
- AZ-103: Microsoft Azure Administrator [ MS-MVP, 2019]
- Data Center Professional [EPI, 2010]
- EMC Networker 7.2 Administration For Unix And Microsoft Windows [EMC Corporation, 2006]
- MQ15TH Websphere MQ System Administration I [IBM Corporation, 2004]
- SAN.Ed Workshop SAN.Ed 101 [Brocade Inc., 2003]
- HDS 9500V Installation, Configuration & Software Workshop [Hitachi Data Systems, 2003]
- Sun Educational Services Course in Hardware Maintenance [Sun Microsystems, 2001]
- HP-UX System & Network Administration II [Hewlett Packard, 1999]
- HP-UX System & Network Administration I [Hewlett Packard, 1999]
Keycompetencyskills
- Client Management
- Service Delivery
- Infrastructure Management
- Project Management
- Cloud Management
- IT Service Management
- Service Transition
- BCP & Crisis Management
References
- Boonchai Pattanatananon, Executive Consultant, G-ABLE Group, boonchai.p@g-able.com, 081-375-9382
- Pasgone Amornwet, Department Manager, Fujitsu (Thailand), pasgone.amo@fujitsu.com, 081-835-9383
Certification
- [Area of certification] Training - [Timeframe]
- Certified [Job Title], [Company Name] - [Timeframe]
Timeline
Senior Service Delivery Manager
FUJITSU (THAILAND)
08.2021 - Current
Senior Manager
ALPHA SIRIUS
06.2020 - 08.2021
Customer Program/Project Manager
DXC TECHNOLOGY (THAILAND)
09.2018 - 04.2020
Senior Service Delivery Manager
YIPINTSOI
12.2011 - 09.2018
Assistant Department Manager
G-ABLE
07.2005 - 11.2011
Advanced Technical Specialist
IBM SOLUTION DELIVERY
04.2004 - 05.2005
Service Engineer
FIRST LOGIC
05.1997 - 04.2004
Foreman
BEWCON
06.1996 - 04.1997
Bachelor of Science in Industrial Electricity Technology -
Rajabhat Institute Phranakhon
Diploma in Electrical Power - undefined
Rajamangala Institute of Technology, Bangkok Technical Campus
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