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Loly Johanes

@lolyjohanes

IT Service Performance and Governance Manager at PT. Philip Morris Sampoerna International Service Center, advancing service maturity and enterprise governance.

Indonesia

Message

At PT. Philip Morris Sampoerna International Service Center, I direct service governance initiatives across incident, problem, change, and service level management. I’m building service maturity frameworks and operational models to strengthen enterprise alignment.

Previously, at PT. HM Sampoerna Tbk, I directed global remote support operations spanning 90 countries and 29 languages, and oversaw end-user computing and asset management. Earlier, I supported SAP Sales & Distribution and Accounts Receivable processes as an Associate IT ERP Analyst at PT HM Sampoerna Tbk.

Experience

Work history, roles, and key accomplishments

Current

IT Service Performance and Governance Manager

Current

PT. Philip Morris Sampoerna International Service Center

Oct 2025 - Present (1 year)

Directs governance initiatives for service management functions and constructs service maturity frameworks to elevate service performance and enterprise alignment.

ITIL Service Governance Service Maturity Performance Metrics Workshop Facilitation Leadership

IT Service Excellence Manager

PT. Philip Morris Sampoerna International Service Center

Jun 2024 - Oct 2025 (1 year 4 months)

Created a standardized operating model for governance service management, supervised design of enterprise target operating model, and drove multi-platform, multi-region transformation strategy.

Target Operating Model Service Management Governance Transformation Stakeholder Management Performance Monitoring

IT Global Remote Support Manager

PT. HM Sampoerna Tbk

Jul 2022 - May 2024 (1 year 10 months)

Directed strategic oversight for global remote support operations, facilitating end-user assistance across 90 countries and 29 languages, and managed performance of multiple global support vendors.

Global Operations Vendor Management SLA Management service strategy Analytics Follow The Sun Support

IT Digital Work & Collaboration Asset Manager

PT. HM Sampoerna Tbk

Jul 2021 - Aug 2022 (1 year 1 month)

Led global hardware asset management strategy, managed vendor relationships, and designed global hardware supply and deployment processes.

Hardware Asset Management Vendor Management Procurement Lifecycle Management Global Supply Chain

IT End User Computing and Asset Management Manager

PT. HM Sampoerna Tbk

Feb 2019 - Aug 2022 (3 years 6 months)

Led End User Computing and Asset Management operations for Indonesia, supporting technology services across 160+ locations and managing regional vendor partnerships.

End User Computing Asset Management Vendor Management Logistics Team Leadership

IT Team Leader for Direct Marketing Channel

PT HM Sampoerna Tbk

Dec 2017 - Feb 2019 (1 year 2 months)

Led IT team supporting Direct Channel Marketing initiatives, managed external vendors, and oversaw end-to-end project lifecycle for digital engagement solutions.

Project Management Vendor Management Martech Budget Management Stakeholder Collaboration

IS Analyst for Direct Commercial Solutions

PT HM Sampoerna Tbk

Feb 2015 - Dec 2017 (2 years 10 months)

Served as IS Analyst for Commercial Solutions, leading delivery of technology solutions and managing end-to-end project delivery for commercial initiatives.

Project Management Vendor Management Requirements Analysis Solution Delivery Stakeholder Management

Associate IT Analyst G&A

Philip Morris Asia Limited

May 2014 - Feb 2015 (9 months)

Provided IT support for General Affairs functions during a short-term international assignment, supporting enterprise systems including sales, ERP, payroll, and HR applications.

Application Support ERP Incident resolution Stakeholder Coordination

Associate IT ERP Analyst

PT HM Sampoerna Tbk

Mar 2012 - May 2014 (2 years 2 months)

Provided application support for SAP systems, primarily supporting Sales & Distribution and Accounts Receivable processes, and delivered user training.

SAP SD SAP AR Incident Management User Training Documentation

Education

Degrees, certifications, and relevant coursework

Scaled Agile, Inc.

SAFe 5 Product Owner/Product Management (POPM), Agile Product Management

SAFe 5 Product Owner/Product Management (POPM) certification to operate as a Product Owner within Scaled Agile Framework environments, managing backlogs and aligning product delivery with enterprise strategy.

DevOps Institute

Certified Agile Service Manager (CASM), IT Service Management

Certified Agile Service Manager (CASM) focusing on integrating Agile principles with IT service management to improve service delivery and operational agility.

AXELOS

ITIL Certified, IT Service Management

ITIL Certified (originally ITIL v3, updated to ITIL 4) demonstrating expertise in IT Service Management practices including incident, problem, change, and service governance.

Bina Nusantara University

Bachelor of Science, Information System

Grade: 3.89 GPA, magna cum laude

Bachelor of Science in Information System with a major in Applied ERP, especially SAP, and certified in SAP Process Introduction. Graduated with magna cum laude honors and a GPA of 3.89.