Issa Bulanhagui
@issabulanhagui
I lead global IT service operations, enterprise transformation, cybersecurity, risk, and resilient managed services.
PhilippinesWhat I'm looking for
I lead managed services and IT delivery at Aurecon for a 150+ professional organization, directing enterprise service operations, infrastructure, cybersecurity operations, risk, assurance, projects, and platform services. I also led the response to a major security incident, coordinating remediation and maintaining executive confidence through structured governance.
Previously at Arcadis, I directed global service operations for GSSC Manila, leading 95 staff and supporting global transformation, service maturity, and role globalization. I improved aging ticket closure within SLA by 50% through sprint-based execution, service reviews, and performance governance.
At ECCL Singapore PTE LTD within Surbana Jurong Group, I built Global Shared Services IT and expanded the captive team from 5 to 60 members. I configured ManageEngine as the central ticketing platform, avoiding approximately AUD 500K annually in licensing and development costs, and led acquisition transitions into shared services.
Experience
Work history, roles, and key accomplishments
Leads managed services and IT delivery for a 150+ professional organization, directing 7 direct reports and engaging 10 senior stakeholders. Owns strategic, tactical, and operational direction across service operations, infrastructure, cybersecurity, risk, and assurance.
Directed global service operations for GSSC Manila, leading 95 staff across IT delivery, daily operations, and continual improvement. Improved aging ticket closure within SLA by 50% through sprint-based execution and performance governance.
Led APAC IT support operations across 8 countries, managing 30 staff and aligning regional delivery with global shared services strategy. Implemented Agile sprint routines to improve support delivery and team collaboration.
Manager – Global Shared Service IT
ECCL Singapore PTE LTD, Surbana Jurong Group
Apr 2014 - Sep 2019 (5 years 5 months)
Built and scaled Global Shared Services IT across service operations, enterprise applications, design systems, and content management. Configured ManageEngine as the central ticketing system, avoiding approximately AUD 500K annually in licensing and development costs.
IT Service Desk Team Leader
Coffey International Development Pty. Ltd., Tetra Tech Inc.
Sep 2011 - Apr 2014 (2 years 7 months)
Led daily ICT service desk operations, including service management, scheduling, reporting, and continuous improvement. Built a customer-focused team culture and maintained support coverage for business-critical operations.
Senior IT Infrastructure Support Analyst
Mar 2009 - Sep 2011 (2 years 6 months)
Supported infrastructure operations, ticketing adoption, service improvement analysis, documentation, and operational reporting.
Served as single point of contact for IT incidents, requests, outage communications, and service reporting.
Education
Degrees, certifications, and relevant coursework
Melbourne Business School
Leadership Disrupted Program, Leadership
Completed the Leadership Disrupted Program in 2026, focusing on enterprise leadership, commercial acumen, and systems thinking.
University of Maryland
AI for Business Leaders, Artificial Intelligence
Completed AI for Business Leaders via Coursera in 2026.
ITIL
ITIL Leader: Digital and IT Strategy, IT Service Management
ITIL Leader: Digital and IT Strategy certification, completed in 2024.
ITIL
ITIL Strategic Leader, IT Service Management
ITIL Strategic Leader certification, completed in 2024.
ITIL
ITIL 4 Strategist: Direct, Plan and Improve, IT Service Management
ITIL 4 Strategist: Direct, Plan and Improve certification, completed in 2023.
ITIL
ITIL 4 Foundation, IT Service Management
ITIL 4 Foundation certification, completed in 2021.
SDI
SDI Service Desk and Support Manager, Service Desk Management
SDI Service Desk and Support Manager certification, completed in 2016.
ITIL
ITIL v3 Foundation, IT Service Management
ITIL v3 Foundation certification, completed in 2011.
Microsoft
Microsoft Certified: AI Transformation Leader, Artificial Intelligence
Microsoft Certified: AI Transformation Leader certification.
University of Oxford
AI Foundations for Business Professionals, Artificial Intelligence
Completed AI Foundations for Business Professionals via Coursera in 2026.
CompTIA
CompTIA A+, Information Technology
CompTIA A+ certification, completed in 2010.
Batangas State University
Bachelor's in Industrial Technology, Industrial Technology
Activities and societies: Consistent Dean's Lister; Consistent University Scholar; Government Scholar – DOST
Bachelor's degree in Industrial Technology with a major in Computer Engineering Technology, completed in 2004.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Job categories
Skills
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