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Andrea Canlas

@andreacanlas

Message

IT service delivery leader at IT By Design who improved SLA attainment to 85% across a 35+ engineer helpdesk.

Philippines

Message

At IT By Design (ITBD), I lead a delivery organization supporting 20 US-based MSP partner accounts. I improved SLA attainment from 60% to 85% across a 35+ engineer co-managed helpdesk and sustained a 50% gross profit margin.

At Chemist Warehouse, I launched and scaled the Manila shared services hub, growing the team from 12 to 36 engineers. I also helped reduce active enterprise ticket backlogs by 92.5% and expanded the service catalog to 35+ automated offerings.

At BlackPoint IT Services, I advanced from Service Desk Lead, NOC Engineer and Systems Engineer to Associate Lead, supporting recruitment, onboarding and technical training pathways. Earlier, I provided enterprise technical support at WSP Philippines, Unisys LLC and Teleperformance.

Experience

Work history, roles, and key accomplishments

Current

Director of Service Delivery

Current

IT By Design

Nov 2025 - Present (1 year)

Leads a delivery organization of ~35 engineers supporting 20 US MSP partner accounts, owning gross profit and sustaining a 50% GP margin. Achieved 95% partner retention and raised SLA attainment from 60% to 85%.

ITIL SLA Management QBRs Vendor Management Profit Management Capacity Planning Contract Renewal Connectwise Performance Management Team Leadership

Service Desk Manager

Chemist Warehouse

Dec 2023 - Nov 2025 (1 year 11 months)

Spearheaded the design and scaling of the Manila shared services hub, expanding the team from 12 to 36 engineers. Reduced ticket backlog by 92.5% and automated service delivery with 35+ offerings.

ITSM Service Catalog Automation Team Scaling Onboarding ITIL Incident Management Change Management Infrastructure Migration

Service Desk Lead

BlackPoint IT Services

Sep 2018 - Dec 2023 (5 years 3 months)

Advanced to Associate Lead, directing recruitment and training. Monitored client infrastructure as a NOC Engineer and served as primary escalation for severe outages.

Windows Server Active Directory Hyper V VMWare Patch Management Disaster Recovery NOC Operations Escalation Management Recruitment Training

IT HelpDesk

Teleperformance

Jan 2016 - Dec 2018 (2 years 11 months)

Provided technical support and IT helpdesk services.

Technical Support Help Desk ServiceNow Remedy

IT HelpDesk

Unisys LLC

Jan 2016 - Dec 2018 (2 years 11 months)

Delivered foundational enterprise technical support and administered IT systems.

Technical Support Help Desk Active Directory Azure Office 365

Service Desk Analyst

WSP Philippines

Jan 2016 - Dec 2018 (2 years 11 months)

Provided foundational enterprise technical support using ServiceNow and Remedy, with administration of Active Directory and support for Azure, Citrix, Office 365, Cisco, and SAP environments.