William Lim

·        Promoted from Full Stack Developer (Team Lead) to Service Delivery Manager ·        Lead end-to-end service delivery for multiple projects, ensuring alignment with client expectations, timelines, and quality standards. ·        Oversee incident management, issue resolution, and service performance monitoring to maintain SLA compliance. ·        Act as the primary point of contact for stakeholders and clients, providing regular updates, reports, and escalation handling. ·        Drive process improvements in service delivery, including documentation, workflow standardization, and reporting structure. ·        Support project delivery alongside service operations, ensuring seamless transition from development to production support. ·        Utilize tools such as Jira, Zendesk, and Microsoft 365 to manage service workflows, tickets, and communication

• Implemented AP Invoice Automation using Microsoft Power Automate, reducing manual invoice handling by over 60% and minimizing validation errors across ERP workflows. • Deployed AP Credit Note Automation to strengthen audit readiness, reconciliation accuracy, and data consistency. • Led end-to-end POS and WMS rollout for retail subsidiaries, orchestrating UAT, change management, and phased deployment with zero business downtime. • Conducted Agile sprint planning, stakeholder alignment meetings, and risk reviews to ensure seamless delivery across concurrent projects. • Managed UAT documentation, defect triage, and business sign-offs to accelerate go-live readiness.

• Spearheaded the IFCA ERP–BDO middleware e-Invoicing integration, automating billing workflows and achieving 100% compliance with government standards while improving accuracy and processing speed. • Partnered with IFCA ERP vendor to troubleshoot, deploy patches, and manage enhancement requests for smoother operations. • Leveraged Power BI analytics to drive data-driven decisions, streamline approvals, and optimize workflow efficiency. • Provided application support and system training to improve user proficiency and business adoption. • Enhanced legacy systems to extend functionality, ensuring alignment with evolving business requirements.

• Directed multi-million-MYR SaaS and enterprise solutions under Agile/Scrum, integrating automation, AI, and data analytics. • Introduced GitLab CI/CD pipelines and JIRA-based governance, accelerating project delivery and team transparency. • SaaS Platform Transformation (MYR 5M+) – Led cross-functional teams in cloud migration and vendor coordination, modernizing architecture and scaling customer reach. • Migrated workloads to AWS and Azure, achieving a 20% reduction in infrastructure cost and enhanced reliability. • Boosted customer engagement by 30% through automation, gamified campaigns, and analytics-driven marketing systems. • Engineered WeChat API integration for automated SME engagement and real-time campaign personalization. • Developed a WhatsApp broadcasting engine enabling SMEs to launch compliant mass-messaging campaigns with measurable ROI. • Launched JobTact.com web and mobile platforms, improving UX and automation to increase user adoption. • Implemented custom CRM solutions integrating analytics and automation to enhance retention, lead visibility, and sales tracking.

• Oversaw IT operations and software development, maintaining 99% uptime across enterprise systems. • Built network and infrastructure for Avenue Business Centre, including IP-PABX and VPN integration. • Revamped JenJobs.com with comprehensive SEO optimization, social media API integration, and improved UX — resulting in significant growth in organic traffic and candidate conversion.

• Led dual development teams delivering high-performance iGaming platforms with strong security and scalability. • Designed and launched a robust Affiliate Management System, increasing user acquisition, retention, and partner monetization through automated tracking and performance analytics.

• Directed the development of financial portals, CRM, and requisition systems, ensuring timely delivery and high availability. • Integrated Salesforce CRM with internal systems, streamlining lead management and reporting, resulting in a 25% improvement in sales productivity. • Revamped the ASEAN Financial Portal, driving higher engagement and adoption among regional users.

• Managed full-cycle development of job portals, SMS gateways, and property management systems, from requirement to deployment. • Ensured alignment between technical solutions and business goals through structured project governance.

• Developed and supported DalasNet across multiple regions. • Migrated DalasNet from Windows to Linux, improving stability and performance.