Open to opportunities

Michael Ledesma

@michaelledesma

Message

Senior IT operations leader driving service excellence and transformation.

Philippines

Message

What I'm looking for

I seek senior leadership roles in IT operations or service delivery where I can lead transformation, drive automation, ensure compliance, and mentor high-performing teams.

I am a senior IT operations leader with over two decades of experience delivering end-to-end service operations, governance, and transformational programs across Call Center, BPO, and IT managed services. I have a proven track record in exceeding SLAs, driving ISO 20000 compliance, implementing automation and AI initiatives, and improving revenue and customer satisfaction through process rigor and innovation.

I lead and mentor cross-functional technical teams, govern ITIL-based processes, and manage P&L, risk, compliance, and business continuity planning. My accomplishments include establishing digital transformation teams, achieving FTE optimization, onboarding multilingual support services, and delivering measurable revenue growth and operational improvements.

Experience

Work history, roles, and key accomplishments

Head of Service Operations

Atos Information Technology Inc.

Aug 2024 - Jul 2025 (11 months)

Oversaw Philippine IT service operations, governance, and ISO 20000 compliance while driving automation, innovation, and P&L ownership to consistently exceed SLAs and improve customer NPS.

ITSM Incident Management Automation)P&L management IAM ITIL Automation

Service Owner (Global Director)

Atos

Oct 2022 - Jul 2024 (1 year 9 months)

Managed global IT shared services delivery for a major insurance client, led digital transformation and automation initiatives that reduced errors and achieved 13% FTE optimization.

Service Delivery Azure Remote Desktop Engineering Automation)Process Improvement Stakeholder Management Automation

Delivery Unit Head

Atos

Jul 2018 - Jul 2022 (4 years)

Governed global IT support and major incident management, drove continuous improvement and increased account revenue from USD 2.5M to USD 3.3M while expanding virtualization capabilities.

Incident Management Virtualization Global Service Operations Revenue Growth Client Relations Process Improvement Budgeting

Technical Operations Manager

Infosys BPM

Feb 2016 - Mar 2018 (2 years 1 month)

Managed IT helpdesk services for a US cable network, led knowledge management and automation projects (PowerShell, MIPS) and improved service engagement, winning multiple client awards.

Knowledge Management PowerShell Process Automation

Sr. Operations Manager

Atos Philippines, Inc.

Jan 2011 - Apr 2015 (4 years 3 months)

Led transitions and implementation of IT-enabled shared services, managed security, risk and compliance, and drove Lean Six Sigma-based process improvements across multiple projects.

Transition Management Risk & Compliance Six Sigma ITIL Change Management Performance Management Training

Head of Operations

Atos Philippines, Inc.

Jan 2011 - Jun 2011 (5 months)

Led delivery for five projects and 200+ FTEs, managing SLAs, headcount optimization, scheduling and P&L responsibilities during a major shared services globalization transition.

Operations Leadership SLA Management Scheduling shared services

Operations Manager

Atos Philippines, Inc.

Jan 2008 - Dec 2010 (2 years 11 months)

Monitored operations for 175 FTEs, recommended process improvements, implemented tower management, and supported client moves of English support to Manila.

Operations Management Process Improvement Performance Monitoring Cross Training

Project Manager

Atos Philippines, Inc.

Jan 2008 - Dec 2008 (11 months)

Managed end-to-end IT service transitions and project implementations across multiple sites, overseeing SOW/MSA documentation, risk management, and stakeholder presentations.

Project Management Transition Management Risk Management Solution Design

Shift Manager

Siemens Business Services

Jan 2006 - Jan 2008 (2 years)

Managed 9 team leaders and 135 tech support agents for Level 1 technical support, driving SLA adherence, staffing optimization and continuous improvement.

Team Leadership SLA Staffing Continuous Improvement

Team Leader

Siemens Business Services

Dec 2005 - Dec 2006 (1 year)

Led a team of 15 technical support specialists, achieved top customer satisfaction (94.44%) and facilitated multiple team promotions through coaching and RCA-driven improvements.

Team Leadership Customer Satisfaction Coaching Performance Management