Yazhuo Sui
IT Service Manager
Singapore
Summary
Experienced professional with a strong background in service delivery and solution delivery in the sports and consumer electronics industry. Proven track record as a business partner specializing in e-commerce, omnichannel, marketing, finance, and supply chain. Possesses a comprehensive understanding of end-to-end processes related to digital, omnichannel, B2C, and B2B operations. With 10 years of IT experience, particularly with SAP products (ECC, AFS, Retail, CAR, CRM), OMS products (Hybris, Salesforce, IBM Sterling), and BI products (Dataworks, PowerBI). Skilled in Scrum and project management methodologies with expertise in effective vendor management.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
IT Service Manager
Adidas
Shanghai(Hybrid)
04.2022 - Current
- Responsible for APAC region (including Korea, SEA) operational service related with Digital and Omnichannel platforms.
- Drive for investigation of critical incidents and problems, contributing to improvements in new or changed processes and organization.
- Lead technical readiness and preparation among various service teams for mega online sales event, ensure all digital platforms can run smoothly to meet key business KPIs, including fulfillment SLA, backorder rate, order volume, traffic error rate.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Coordinated cross-departmental efforts to address complex issues, facilitating better communication and collaboration between teams.
IT Business Analyst
Bose Corporation
06.2017 - 04.2022
- Lead project implementation for Greater China, including O2O After-Sales, Data Platform, WeChat Mall integration, B2B Dealer Management System, E-invoice; Responsible for implementation, including gathering requirement, solution analysis, project management and manage delivery (vendor) team to meet project goals;
- Product Owner for local application (Hybris), engage with E-commerce, Marketing and Customer Service team to deliver change requests for WeChat Mall, Online Service, digital compaign, CRM and ect;
- Provide support for global project roll-out such as SAP CRM; 3PL warehouse implementation; dealer sell-thru upload system; SAP integrations, automatic credit check and etc
APAC Regional IT Service Analyst
Bose Corporation
06.2015 - 06.2017
- Product Owner cooridinator; engage with stakeholders and delivery teams to facilitate the application portfolio management process in the APAC region
- Ongoing engagement with stakeholders to understand business priorities
- Work collaboratively with the local, regional and corporate IT functional groups for improving operational effectiveness and customer satisfaction
- Support global IT initiative and project activities for the Asia-Pacific region
Application Support Engineer
Bose Corporation
06.2013 - 06.2015
- Work closely with multiple teams across the globe in case of critical SAP incidents, push for immediate solutions and communicate with business and regional IT teams in a timely way
- Cooperate with the local, regional and global IT functional teams to improve operational effectiveness and customer satisfaction
- Operational support for SAP ECC/CRM/BI, POS, act as the escalation point for long-pending problems, work closely with external or internal IT teams to push for permanent solutions
Associate
Morgan Stanley
02.2011 - 06.2013
- Coordinate with the business units and project teams on their IT purchase requests, responsible for the procure-to-pay process; maintain vendor relationships
- Provide daily IT support for more than 150 firm end users, including network, desktop, workstation, and blackberry support, meanwhile provide IT assistance for more than 50 Dalian offshore development center users
- Work with global teams on IT projects, maintain IT asset inventory
Technical Support Engineer
Wicresoft
07.2009 - 02.2011
- Provide Technical Support for Microsoft Windows customers with 85% customer satisfaction rate
- Draft knowledge share documents to enrich the internal knowledge center
- Train new hires, provide technical reviews and escalation services
Education
MBA -
Singapore Management University
Singapore 01.2024 - 01.2025
Bachelor's Degree - Electrical, Electronics and Communications Engineering
East China Normal University
Shanghai 01.2005 - 01.2009
Skills
Service-Level Agreements (SLA)
eCommerce
Omnichannel
Digital
SAP
Scrum
Problem-solving
Relationship Building
Certification
Certified Scrum Master, Scrum Alliance, 09/01/13, 09/01/15
Timeline
MBA -
Singapore Management University
01.2024 - 01.2025
IT Service Manager
Adidas
04.2022 - Current
IT Business Analyst
Bose Corporation
06.2017 - 04.2022
APAC Regional IT Service Analyst
Bose Corporation
06.2015 - 06.2017
Application Support Engineer
Bose Corporation
06.2013 - 06.2015
Associate
Morgan Stanley
02.2011 - 06.2013
Technical Support Engineer
Wicresoft
07.2009 - 02.2011
Bachelor's Degree - Electrical, Electronics and Communications Engineering
East China Normal University
01.2005 - 01.2009
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