Joseph Ng

Experienced IT leader with a proven decade-long record of driving service excellence, surpassing SLA benchmarks, and achieving operational excellence. Proficient in optimizing processes, managing resources, and enhancing customer satisfaction. Eager to leverage extensive expertise in account management, application integration, project oversight, IT service delivery, and organizational change management to enhance operational effectiveness and drive digital transformation.

Managed Global Teams:

Spearheaded the leadership and development of high-performing IT teams, achieving top management and leadership scores through multiple quarters.

Ensured Service Delivery and SLA

Strategic Planning & Process Improvement:

Drove a 40% faster organizational application packaging deployment process. Utilized Agile Development Practices, reducing Technical Debt, and maintaining End-to-End Security for 20k client endpoints. Improved patching process and implemented COTS and 3rd-party updates, achieving 95% compliance. Implemented a vulnerability program, reducing critical threats.

Compliance:

Consistently delivered on SOW, meeting major SLAs using ITIL processes, and exceeding KPIs and OKRs. Achieved $10+ million in cost savings by enhancing client productivity. Generated $3+ million in new revenue through out-of-scope initiatives.

Core Qualifactions

Certified in ITIL V3 foundations, with strong proficiency in AGILE methodologies, including Scrum Fundamentals Certified.

Experienced in ITSM, SDLC, CMDB, ITOM, SaaS, and PaaS.

Proven expertise in MSPs, vendor management, budgeting, and process improvement, driving significant cost savings and operational efficiencies.

Highly skilled in delivering excellent customer service, with a track record of providing executive support and leading successful projects.