WARAN GOVINDARAJAH's Resume

WARAN GOVINDARAJAH

Country Manager

Male

Country Manager

Live in Malaysia

Nationality Malaysia

Country Manager
Hemmersbach Malaysia Sdn. Bhd
2019.07-Current
(7 years)
Kuala Lumpur, Malaysia Service Reliability, Delivery Governance & Customer Relationship Leadership 1. Directed end-to-end service delivery operations for a global IT infrastructure provider, maintaining high availability and performance of client services across APAC — acting as the primary executive escalation point for enterprise accounts. 1. Managed senior customer relationships through the full lifecycle from implementation into business-as-usual, providing structured service performance reporting and proactive communication to maintain trust and satisfaction. 1. Implemented COVID-19 business continuity SOPs with staggered work-team protocols, maintaining 100% client deliverable continuity throughout a period of significant operational disruption — demonstrating major incident leadership at country level. 1. Consolidated four office locations into a single strategic hub, reducing total occupancy costs by 40% while improving team cohesion and operational resilience—adirect analogue to cloud cost optimisation disciplines. 1. Redesigned the employee benefits framework, delivering a 5% cost reduction against the prior plan while materially improving medical and insurance coverage — increasing retention and reducing service disruption from attrition. 1. Oversaw all vendor and third-party supplier relationships, managing operational performance against contracted SLAs and resolving escalated issues to protect service commitments.
Country Coordinator
Salescode Malaysia Sdn. Bhd.
2019.07-Current
(7 years)
Kuala Lumpur, Malaysia 1. Governed regulatory compliance, talent acquisition, and operational oversight for a B2B sales delivery operation — extending the service portfolio to include Employer of Record, Build-Operate-Transfer, and Training-as-a-Service for APAC clients. 1. Drove a 70% reduction in office costs through strategic facility consolidation, demonstrating the cost-optimisation discipline directly applicable to cloud consumption management. 1. Designed and executed individualized employee development plans using Training Needs Analysis, building internal capability and reducing reliance on external sourcing. 1. Established a university partnership pipeline with Multimedia University (MMU) — running Global Business Services education sessions in 2023 and 2024 — strengthening early-career talent attraction for service operations roles.
Leader
IBM Global Delivery Center Malaysia Sdn. Bhd
2016.06-2019.06
(3 years)
Kuala Lumpur, Malaysia Large-Scale IT Service Operations | ITSM | Major Incident Response | Workforce Leadership 1. Led a 270-person delivery centre spanning 10 First Line Managers across Shared Services, Telecom Expense Management, IBM Global Account, and Client Master Data — accountable for end-to-end service quality, utilization, attrition, and SLA compliance. 1. Achieved 92.2% workforce utilization and held attrition to 4% YTD against an industry average exceeding 15% — sustaining service continuity and reducing the cost and disruption of unplanned resourcing gaps. 1. Designed and executed the 2016 Shared Services Tactical Strategy — introducing Skills Enablement Programmes, Watson/AI cognitive tooling adoption, FLM succession planning, and structured service improvement roadmaps aligned to business growth targets. 1. Served as Delivery Centre Focal for MDEC and TalentCorp, and sat on the Ministry of Finance review committee for national talent KPIs — demonstrating credibility as a senior stakeholder and policy-level contributor. 1. Recruited 60 skilled professionals within a single calendar year to meet Skills for Value and MDEC headcount commitments — maintaining operational continuity through structured capacity planning.
Shared Services Manager
IBM Global Delivery Center Malaysia Sdn. Bhd
2015.06-2016.06
(a year)
Kuala Lumpur, Malaysia 1. Managed 56 direct reports across Workforce, Learning, Business Management Operations, Contract Management Advisory & Project Office — overseeing operational scheduling, milestones, and delivery. 1. Executed Project Starburst: onboarded 98 professionals within 60 days and launched nine new service lines simultaneously — establishing Malaysia as IBM's Centre of Choice for global shared services roles. 1. Represented IBM as invited speaker at MDEC's graduate employability programme, INTI Nilai International University, and the Talent Ecosystem Conference — building brand credibility in the talent market.
Resource Deployment & Development Manager
IBM Global Delivery Center Malaysia Sdn. Bhd
2015.01-2016.01
(a year)
Kuala Lumpur, Malaysia 1. Directed Workforce, Learning & Project Office (24 reports) and Business Operations (6 reports), overseeing the full employee lifecycle — onboarding, renewal, offboarding, and contractor staffing. 1. Met MDEC's 1,120 minimum headcount KPI in under 8 months through disciplined workforce planning, well ahead of the mandated timeline. 1. Leveraged the 1Malaysia Training Programme to upskill 150 employees, maximising government-funded learning investment and improving service capability.
Factory Service Portfolio Manager
IBM Global Delivery Center Malaysia Sdn. Bhd
2012.03-2015.01
(3 years)
Kuala Lumpur, Malaysia Service Maturity | ISO Compliance | Operational Efficiency | Change & Problem Management 1. Led 39 professionals across Packaging, Mobility, Workplace Management, and Purchase Telecom Services — accountable for global delivery framework maturity and operational performance. 1. Attained Global Delivery Framework Level 4 maturity rating and secured ISO 9000 certification with zero non-conformances — benchmarking operations at world-class service standards. 1. Delivered a 17.3% operational efficiency gain in 2012 through strategic FTE giveback — reallocating capacity to higher-value service lines and directly reducing overhead costs. 1. Selected for IBM Equity Restricted Stock Unit award (2012) and graduated from the 12-month Country Emerging Leaders Programme — recognised for leadership impact and business contribution.
Service Delivery Manager
IBM Malaysia Sdn. Bhd
2009.02-2012.03
(3 years)
Kuala Lumpur, Malaysia ITSM Operations | Disaster Recovery | Regional Incident Management | Client Engagement 1. Managed Asia Pacific helpdesk delivery for IBM Global Account End User Services, coordinating regional teams across Australia, New Zealand, and Southeast Asia to maintain agreed service levels. 1. Developed and implemented the Australia and New Zealand Helpdesk Disaster Recovery Plan — eliminating a critical business continuity risk and establishing a repeatable incident recovery framework for the region. 1. Led Asia Pacific desk-side rollout of Tivoli Service Request Manager (TSRM), managing change coordination across multiple geographies and ensuring minimal service disruption during migration. 1. Initiated the 'Symphonize Your Work' programme, driving adoption of IBM Lotus software across AP end users as an alternative to MS Office — delivering measurable software licence cost reduction. 1. Founded the AP IBM Global Account Malaysia Chapter and launched the AP end-user community newsletter, improving knowledge sharing and cross-regional engagement.
Advisory IT Specialist
IBM Malaysia Sdn. Bhd
2007.06-2009.02
(2 years)
Kuala Lumpur, Malaysia 1. Served as EUS Tower Lead for the Affin Bank account transition, achieving Transition RatingA—the highest client satisfaction benchmark. 1. Deployed Tivoli Provisioning Manager Express (TPMx) across Affin Bank's nationwide branch network and executed a physical inventory exercise covering all locations. 1. Designed and implemented Deskside, Hardware Maintenance, and IMAC processes — building structured service delivery frameworks adopted across the account. 1. Accredited as IBM IT Specialist Advisory Professional (Q4 2008); selected for the Technical Resources Programme in 2008 and 2009.
IT Specialist
IBM Malaysia Sdn. Bhd
1998.04-2007.02
(9 years)
/ IBM Corporation | Kuala Lumpur, Malaysia 1. Built foundational expertise across network infrastructure, data centre operations, and IT helpdesk delivery — reducing IBM Malaysia's network incidents by 40% through structured cable and port management. 1. Led IBM Malaysia HQ data centre relocation with a successful cutover in 13 hours and zero unplanned downtime; established three strategic IBM facilities across Malaysia. 1. Executed the Electronic Flight Bag (EFB) wireless and security network for Malaysia Airlines' A380 fleet across all hangar facilities—ahigh-stakes, zero-tolerance infrastructure project. 1. Established 24×7 service coverage for IBM Malaysia customers; served as ASEAN Knowledge Management Focal trained at IBM Boulder, Colorado.