Lalaine Joy Quinagoran

Senior Services Manager @Microserve

Edmonton, AB, CA

Responsible for overseeing and coordinating all aspects of service delivery for assigned clients.• Overall contract management to ensure that we consistently deliver against our commitments.• Coordinate and facilitate client meetings and reporting as required.• Act as a primary escalation point to address and resolve any service delivery issues.• Provide leadership and support to Microserve teams delivering services to our client.• Manage financial, utilization and quality management, on a per client, per engagement/project, and aggregate (P&L) basis for services business to ensure assigned accounts are profitable.• HR responsibility for services team members, such as Service Delivery Managers and Project Managers including hiring, coaching, training, technical certification, and performance management.• Collaboration with other Microserve leaders and team members as appropriate to ensure financial health as well as ongoing service quality.• Collaborate with technical resources and business subject matter experts to make sure the service provided meets business requirements.• Regularly monitor and inspect service performance in relation to client KPIs and SLAs.• Work with project managers and clients to define and plan for project requirements.• Provide oversight to overall project portfolio and governance, including closely monitoring scope and project success measures.• Maintaining end-to-end accountability for client satisfaction and overall delivery excellence.• Establish standards, policies and procedures with relation to service delivery.• Identify appropriate product/service offerings to meet the client’s needs.• Work cooperatively and collaboratively with other Microserve teams as appropriate and requested on an ongoing basis to the benefit of the overall company.• Present business reviews to customers on a regular cadence.

University of Saint La Salle

Bachelor of Science (B.Sc.), Computer Engineering