Michael Orlanda
IT Service Delivery Manager | ITSM / ITIL | Major Incident Management | DR & Business Continuity
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About
IT Service Delivery Manager and Disaster Recovery / Business Continuity professional with 20+ years of experience in telecom and enterprise IT operations. Strong equivalent-experience profile for Service Delivery Manager, Service Delivery Lead, ITSM Manager, and Major Incident Manager roles requiring end-to-end service governance, SLA/KPI management, ITIL-based operations, stakeholder communication, vendor coordination, and high-availability support for business-critical systems. Previously managed service delivery across 20+ enterprise systems, including 6 critical systems, coordinating multiple vendors, support teams, developers, service desk groups, and business stakeholders.
Known for leading Major Incident Management, driving service improvement, strengthening recovery readiness, and translating technical issues into clear executive and customer-facing updates.
Experience
Disaster Recovery & Business Continuity Manager - GLOBE TELECOM, INC. - Taguig City / Mandaluyong City
(2021-12 - 2024-08)
- Led enterprise Disaster Recovery and Business Continuity strategies to strengthen IT resilience for business-critical services.
- Directed crisis response, recovery coordination, and continuity planning activities for critical technology services and business operations.
- Reviewed and approved recovery plans, continuity procedures, recovery readiness activities, and risk-mitigation actions.
- Worked with technology, operations, vendor, and business teams to align recovery expectations, escalation paths, RTO/RPO requirements, and communication flow.
- Supported ITIL-aligned service governance and ISO 22301-oriented continuity practices, improving preparedness for service disruptions and disaster scenarios.
Service Delivery Manager - GLOBE TELECOM, INC. - Taguig City / Mandaluyong City
(2016-08 - 2023-12)
- Owned end-to-end IT service delivery governance for enterprise applications and operational services, ensuring alignment with SLA, KPI, and business service expectations.
- Managed service delivery across 20+ systems, including 6 critical systems, coordinating support teams, developers, vendors, service desk, and business stakeholders.
- Led Major Incident Management for priority incidents, including incident bridge coordination, escalation, stakeholder updates, restoration tracking, and post-incident reviews.
- Drove SLA performance improvement by strengthening governance routines, incident follow-through, service reporting, operational reviews, and corrective/preventive actions.
- Oversaw incident, problem, change, access, and preventive maintenance processes to minimize business disruption and improve operational discipline.
- Facilitated root cause analysis and action-item tracking with application teams, infrastructure teams, vendors, and business owners.
- Prepared service performance updates, management reports, escalation summaries, and operational insights for leadership and stakeholders.
- Contributed to stable operations across legacy broadband and enterprise systems, including ICCBS, ICS, SCP, and migration-related support for MYBSS.
Programmer / Enterprise Systems Developer - GLOBE TELECOM, INC. - Taguig City / Mandaluyong City
(2007-07 - 2016-08)
- Developed and supported enterprise systems that improved workflow, operational reliability, and internal process efficiency.
- Built a strong technical foundation in application logic, data handling, troubleshooting, systems integration, and production support.
- Partnered with users, operations teams, and technical groups to translate business requirements into working enterprise solutions.
Programmer - IT MANAGERS INC. - Ortigas City
(2001-04 - 2007-07)
- Delivered custom software solutions for enterprise clients and supported business-critical application requirements.
- Performed development, troubleshooting, enhancement, and production-support tasks across assigned systems.
Programmer - INFORMATION PROFESSIONALS INC. - Sta. Mesa
(1998-07 - 2000-11)
- Developed and maintained business applications, building early expertise in software delivery, user support, and enterprise IT operations.
Education
Bachelor of Science - Computer Science - Central College of the Philippines
