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JL

John Jonel De Leon

Service Delivery Manager · IT Operations · SAP Operations

Peterborough, Ontario, Canada

@joneldeleon

LinkedIn

0 followers

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About

Results-driven service delivery and IT operations leader with 15+ years of experience managing enterprise SAP environments, technical operations, customer onboarding, and cross-functional delivery teams across global organizations. Proven record of improving SLA performance, reducing backlog and ticket volume, and strengthening customer relationships.

Experience

  • Service Delivery Manager
    Lemongrass Cloud Inc. · Canada (Remote)
    Jun 2024 – Present

    Lead service delivery operations for enterprise SAP cloud-hosted accounts across AWS, Azure, and GCP environments. Serve as primary escalation point for critical and major incidents, manage SLA performance, coordinate CAB reviews and release governance, and improve operational processes and knowledge management.

  • Software Development Manager
    The DairyFarm Company · Philippines
    Feb 2020 – Oct 2022

    Managed enterprise IT operations initiatives, ERP-centric change management, and technical delivery coordination. Led ITSM platform migration initiatives, coordinated vendor management and stakeholder communications, implemented Kanban workflows, and stabilized SAP eCommerce operations.

  • Software Development Associate Manager
    Accenture Inc. · Philippines
    Apr 2017 – Dec 2019

    Led SAP technical development coordination and delivery review activities across multiple SAP modules, managed task allocation and technical review processes, facilitated requirement walkthroughs, and provided mentoring and performance management for junior consultants.

  • Integration Lead
    247 International · Philippines
    Jun 2014 – Apr 2017

    Led cross-functional operational support and client integration initiatives, coordinated technical delivery timelines and change requests, acted as liaison between business stakeholders and external clients, and implemented CI/CD operational processes.

  • Senior Software Developer
    Accenture Inc. · Philippines
    Oct 2010 – Apr 2014

    Developed SAP solutions supporting HR, Materials Management, Sales, and Delivery modules and supported enterprise SAP delivery initiatives.

Education

Skills

8 to 10 years 8 to 10 years Close to a decade.
Change Management Process Improvement
5 to 8 years 5 to 8 years A long stretch - five to eight years.
IT Operations Management
2 to 5 years 2 to 5 years Several years of experience.
SAP CI/CD Integration Documentation SLA management Quality Assurance Vendor Management Problem management Release Management Incident management Software Development Customer Success Management Service Delivery Management
1 to 2 years 1 to 2 years A year or two of steady use.
Customer Onboarding
<3 months <3 months Just getting started - under three months. This is also what shows when a level has not been set.
ITIL Scrum Agile Waterfall Automation Cloud Operations Knowledge management Technical account management

Tools / apps / platforms

10+ years 10+ years More than ten years.
SAP software
2 to 5 years 2 to 5 years Several years of experience.
Atlassian JIRA Microsoft Azure Atlassian Confluence Google Cloud Platform Amazon Web Services AWS
<3 months <3 months Just getting started - under three months. This is also what shows when a level has not been set.
ServiceNow Salesforce software

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