Ronald Sagarino

IT Service Delivery Manager with 11+ years of progressive IT experience, including 5 years leading end‑to‑end service delivery operations across enterprise and education sectors. Proven track record in managing service desk teams, optimizing ITSM processes, and delivering high‑quality IT services aligned with business goals. ITIL‑certified with strong capabilities in governance, compliance, vendor management, and customer experience improvement. Recognized for improving SLA performance, reducing operational costs, and driving continual service improvement (CSI). PMP‑aligned with hands‑on experience leading infrastructure projects, data centre builds, and migration workstreams.

IT Service Delivery Manager
CDW Middle East & Africa - Dubai, UAE 
Jan 2022 - Jan 2026  
Client: University of Birmingham Dubai

• Led planning and delivery of on‑site IT services, managing a team of 8 (Service Desk, Smart Hands, Operations).
• Oversaw technical support, end‑user device deployment, asset management, and mobile device management.
• Developed and maintained the Service Management Plan, including CSI initiatives and service improvement roadmaps.
• Delivered monthly service reports and led service review meetings, improving transparency and strengthening client relationships.
• Ensured governance of SLAs, KPIs, OLAs, and compliance requirements.
• Managed UK‑based and local vendors, ensuring contract adherence, timely escalations, and collaborative problem‑solving to enhance service quality.

Project Leadership Highlights

Onsite Project Lead - Data Centre Build & Infrastructure Delivery 
Jun 2021 - Jan 2022

• Led onsite execution of the new campus data centre build, covering installation, cabling, patching, testing, and readiness.
• Managed work packages and daily schedules for a team of four, ensuring alignment with project timelines.
• Coordinated with UK project managers and local engineers to support planning, risk mitigation, and issue resolution.
• Delivered all onsite milestones ahead of schedule, enabling early commissioning of the new campus.

 

Data Centre Migration Project Lead - Data Centre 2 Migration & Redundancy Enablement 
Dec 2025

• Led the onsite DC2 migration project to establish full redundancy and ensure business continuity.
• Directed a team of four through planning, cabling, patching, cutover, and validation activities.
• Collaborated with consultants and engineering teams to refine migration strategy and resolve technical challenges.
• Completed all migration activities on time with zero downtime, ensuring uninterrupted campus operations.

 

Key Achievements:

• Awarded individual and team Service Excellence Awards (2022–2025) for elevating service standards and strengthening client confidence.
• Maintained 98% ticket triage accuracy and 97% SLA compliance.
• Reduced operational costs by 15% through process optimization.
• Achieved 89%+ client satisfaction through proactive service improvements and consistency.

IT Analyst / Senior IT Support Engineer
CDW Middle East & Africa - Dubai, UAE  
Mar 2018 - Jan 2022  
Client: Louis Vuitton Middle East

• Delivered Level 1 & Level 2 support for LV and other LVMH brands across the GCC region.
• Installed and configured POS, desktops, laptops, printers, and retail IT devices.
• Conducted proactive IT visits for retail stores across Dubai, Abu Dhabi, and GCC countries.

Key Achievements:

• Resolved 90% of incidents within SLA, reducing escalations by 20%. 

IT Administrator
Clarion Events Limited - Dubai, UAE  
May 2012 - Mar 2018

• Managed network infrastructure including servers, switches, routers, and PABX systems.
• Maintained corporate email systems and Exchange Server for 24/7 availability.
• Performed regular backups and ensured data integrity.
• Supported website hosting and content updates.

Telemarketing Executive
Clarion Events Limited - Dubai, UAE  
Feb 2012 - Nov 2012

• Built and verified client databases through tele‑research.
• Contacted potential visitors and exhibitors for events.

Technical Support Representative
Kudo Support Inc. - Lapu-Lapu City, Cebu, Philippines  
Sep 2010 - Dec 2011  
Client: MagicJack - Florida, USA

• Delivered Level 2 and Level 3 remote technical support for VOIP‑related issues and billing inquiries.
• Provided high‑quality customer service and resolved complex technical problems efficiently.

EDUCATION

• Bachelor of Science in Computer Engineering (undergraduate studies)
University of San Carlos - Cebu, Philippines

CERTIFICATIONS

• ITIL® Foundation Certificate in IT Service Management - AXELOS
• Project Management Professional (PMP) - Expected May 2026, PMI
• Cisco CCNA 1 & CCNA 2 (Networking & Routing Basics)
• Customer Service Management - EDOXI
• Certified A/V Associate - Extron

LICENSES

• UAE Driver’s License (Valid)