CANDICE LIANE WILLIAMS

• Led and developed a 21-member team across Service and Asset Management functions, improving operational efficiency.
• Coached and mentored underperforming team members, enhancing overall productivity and morale.
• Managed onboarding, training, and workforce development, ensuring the seamless integration of new hires.
• Streamlined knowledge transfer (KT) for a China-to-India transition, centralizing resources for improved accessibility.
• Automated reporting processes enable efficient backlog tracking and stakeholder communication.
• Established governance frameworks to standardize workflows, enhancing efficiency and consistency.
• Led change management initiatives, addressing knowledge gaps, and driving continuous improvement.
• Acted as the primary escalation point for service issues, ensuring quick resolution and minimal disruptions.
• Implemented ITIL best practices, optimizing service management processes for improved performance.
• Engaged directly with clients to ensure service excellence, manage expectations, and address concerns proactively.
• Maintained policy and compliance adherence, ensuring smooth operations and regulatory compliance.
• Monitored key service metrics, producing insights and reports for leadership to enhance service delivery.

Operations Lead – IT Command Center:

• Established and led a 24/7 IT Command Centre with a 15-member team to proactively monitor alerts and prevent major incidents.
• Oversaw daily operations, shift scheduling, and performance management to ensure effective monitoring, aligned with organizational standards.
• Defined and tracked KPIs to ensure SLA compliance and operational excellence; created regular trend and performance reports for leadership.
• Reduced false alert volumes by collaborating with infrastructure and application teams; implemented structured alert protocols, and quality controls.
• Initiated 'Pay Day' monitoring sessions to prevent high-impact incidents in financial transaction windows.
• Ensured complete runbook validation in Opsgenie, and identified alerting gaps to enhance system monitoring coverage.

Process Engineering and ITIL Service Management:

• Built and managed a team of ITIL Process Owners covering Incident, Change, Problem, Asset, Configuration, Knowledge, and SLA Management.
• Ensured SLA adherence and customer satisfaction through continuous monitoring, escalation handling, and process improvement initiatives.
• Designed and implemented service delivery policies and governance frameworks in line with client expectations and compliance requirements.
• Facilitated service delivery meetings, created executive reports, and maintained strong stakeholder engagement across global teams.
• Led backlog reduction initiatives and service enhancement efforts to optimize delivery performance and mitigate risk.
• Managed third-party vendors and served as the single point of contact across customer, vendor, and internal teams for operational events.

Workplace and Service Operations Management:

• Directed a team of offshore engineers supporting Luminor Bank branches across Latvia, Lithuania, and Estonia, with onsite IT operations.
• Conducted monthly, quarterly, and semi-annual reviews to evaluate team performance, SLA adherence, and service quality.
• Developed governance models and defined operational procedures to drive consistency in service delivery and incident management.
• Mentored teams on ITIL processes and operational excellence; implemented improvement measures to enhance user experience.
• Acted as a liaison between business leadership and operations, enabling alignment on strategic initiatives and program execution.
• Collaborated with clients to identify improvement opportunities and lead service transformation activities.

• Led service delivery for three major accounts (TEM, MACD, and Print@Kyndryl) with a 25-member team, including offshore staff in the Philippines, ensuring SLA compliance and seamless day-to-day operations.
• Transitioned work from Malaysia to India during the IBM–Kyndryl spin-off, setting up governance frameworks, and improving team productivity through process streamlining.
• Oversaw performance management activities, including reviews, coaching, engagement programs, certifications, and cross-training, to build a high-performing and resilient workforce.
• Implemented structured onboarding and training programs, ensuring new hires were fully equipped with tools, access, and knowledge for business-as-usual operations.
• Refined operational metrics and reporting to improve visibility into team performance and eliminate non-value-adding work.
• Led backlog reduction efforts and service improvement initiatives to enhance operational efficiency and responsiveness.
• Established and managed fulfillment processes across the ANZ and ASEAN regions; collaborated on implementing the Rivermine platform for invoice validation.
• Secured new business for Global Print at Kyndryl and contributed to service growth through continuous improvement and stakeholder collaboration.

Operational Services and Delivery Excellence:

• Led global and geography-level IT operations, ensuring service excellence, customer satisfaction, and alignment with IBM's business objectives.
• Met or exceeded contractual SLA targets as part of IBM’s Partnership Agreement through proactive service governance, and continuous improvement initiatives.
• Optimized IT infrastructure availability and performance by driving preventive maintenance, monitoring processes, and quarter-end readiness.
• Delivered a robust Enhanced Recovery Model to reduce the impact of complex, major incidents, and minimize downtime.
• Promoted integration across delivery teams, embedding Client First practices, and driving quality across all service delivery functions.

Incident, Problem, and Change Management:

• Managed critical incidents with urgency, engaging technical teams, and ensuring timely, high-quality communication with stakeholders and clients.
• Led end-to-end RCA management, ensuring timely submission, stakeholder reviews, accuracy, and preventive action follow-up.
• Oversaw integrated Incident, Problem, and Change Management processes, enforcing IGA change policies, planning change windows, and mitigating conflicts.
• Coordinated 'Hands and Eyes' support during hardware failures, and ensured Netcool suppressions were aligned for disruptive changes.
• Acted as an AFP (Authorized Focal Point), handling emergency changes, SPM ID approvals, and user communication for application availability.
• Drove the planning and testing of application and infrastructure changes, ensuring minimal disruption and alignment with production requirements.
• Conducted quality checks and approvals in ServiceNow, coordinated with global teams on change impacts, and led health and wellbeing technical calls.

Account Management and Agile Delivery:

• Maintained strong client relationships through regular engagement, DR participation, and alignment of service delivery with client business needs.
• Ensured license and asset management compliance by collaborating with GTS, tracking TAD4D alerts, and managing MAD vulnerability remediation.
• Led project and process improvement efforts in the absence of a formal project manager, working across service lines to close operational gaps.
• Reviewed and improved documentation, including DOUs, process workflows, and audit materials.
• Acted as Iteration Manager, leading Agile ceremonies (stand-ups, retrospectives), and successfully advanced the team from 'Practicing' to 'Transforming' in Agile maturity.
• Facilitated continuous improvement through Kanban board usage, Agile reporting, and Spring Cleaning initiatives under the CIO program.
• Championed the transition from SCCD to ServiceNow, and contributed to change management and process standardization across squads.

Work, Onboarding, Contract Administration, & Service Quality:

• SME for Work Onboarding and Offboarding, ensuring compliance and process efficiency.
• Managed BAG (Boarding Approval Gate) requests, facilitating smooth transitions.
• Conducted training sessions, and maintained process documentation for knowledge retention.
• Led risk management and escalations, ensuring timely issue resolution and compliance.
• Played a key role in automating work onboarding processes, improving efficiency.
• Oversaw change management reviews, tracking progress, and implementing necessary follow-ups.
• Managed contract inventories (SOWs, CTAMs, and OAM classifications) to maintain accuracy.
• Produced MIS reports to provide data-driven insights for leadership decision-making.
• Supported GDC and APO-specific audits, ensuring adherence to regulatory policies.
• Established service quality governance, ensuring compliance with global standards.
• Developed analytics and reporting frameworks for tracking service performance.
• Led risk and issue management, driving service improvements, and operational efficiency.
• Designed RCA and G2G templates, enhancing root cause analysis, and governance strategies.

Business Operations, Compliance, and HR Support:

• Compiled and analyzed MIS reports, including headcount, attrition, skill tracking, payroll, productivity, project status, budgeting, and expense reports.
• Ensured accurate and timely reporting to support data-driven decision-making.
• Served as the CIRATS focal point, tracking and updating action plans to ensure issue closure.
• Reduced noncompliance in WST, ISAM, and IT Security Diary to zero by proactively addressing overdue QMX documents.
• Managed resume screening, interview scheduling, and documentation for the offer rollout process.
• Scheduled meetings, trainings, and conference calls, ensuring seamless coordination of events.
• Organized meeting rooms, projectors, and minutes of meetings to facilitate smooth operations.
• Handled travel requests, hotel and guest house bookings, conveyance arrangements, and work permit processing for international travel.
• Coordinated with external agencies for police clearance certificates for multiple countries.
• Created and presented PowerPoint reports, and collaborated across departments for data analysis.
• Managed financial tracking, approvals, and claims processing for employee welfare funds, and travel expenses.
• Led event and stationery management, ensuring smooth office operations and task tracking.

• Managed end-to-end trade operations, including allocation, execution, pre-matching, and reconciliation, ensuring timely and accurate settlements.
• Investigated and resolved trade discrepancies, compiled Fails Reports, and mitigated settlement risks through proactive issue resolution.
• Processed account amendments and verified trade details with counterparties via Bloomberg and direct communication.
• Maintained trade records and performance tracking through daily reporting, including End-of-Day Reports and Etrack management.
• Responded to trade-related inquiries via group email, ensuring efficient resolution, and continuous operational support.