Operations Manager | Change Management | Project Lead
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As an Operations Manager with a strong foundation in IT Service Management, I specialize in optimizing processes, leading cross-functional teams, and driving large-scale projects to successful completion. With a career spanning IT support, project leadership, and employee lifecycle management (JML), I bring a unique blend of technical expertise and strategic operations leadership.
Ascendion Digital Solutions Philippines Inc.: GCash
Delivery Change Analyst January 5, 2026 – up to present
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Conduct Impact assessment and Change Readiness Assessment
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Support the squad for the change management plan
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Create communication plans and training materials
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Making sure that Hypercare is in place with a smooth transition to BAU.
TATA CONSULTANCY SERVICES | SHELL
Operations Manager, ITSD (June 2022 – December 31,2025) Dec 2017 – Dec 2025
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Manages the IT Service Desk voice support teams, supports daily business operations, creates process improvement plans to address trends
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Ensures team productivity and goals are met, initiates call to address issues affecting operations
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Joins Major Incident and Problem Management activities
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Oversees recruitment, hiring, and training of new joiners
Interim JML Delivery Lead (September 2024 – December 2025)
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Overseeing and managing the JML process related with key responsibilities of Process Ownership and Governance, Stakeholder Management, Risk and Compliance, Technology and Tools Management and Reporting and Metrics.
Project Lead, Transition to Support Team (June 2020 - July 2022)
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Supervises all projects, from pipeline stage to planning, testing and onboarding to BAU Operations.
Team Lead, Business Coordinators Team (October 2018 - June 2020)
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Supervises the Executive JML team for the onboarding, offboarding and movement of Shell Executive Users in coordination with Shell Executive Coordinators prior to Executive Users onboarding/offboarding date
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Responsible for the coordination of Shell HR focal point concerning escalation and process update
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Supervises the team’s shift schedule, process updates and meeting individual/team KPI
HMIT Focal Point Knowledge Transition (December 2017 - October 2018)
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Point of Contact (Offshore) in Knowledge Transfer for the process of Help Me IT
Bachelor of Science in Computer Engineering
Technological Institute of the Philippines
2000-2006
