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Kevin Mitchell D'Cruz is an accomplished IT professional with extensive experience in service operations and management across various sectors. Currently serving as the Head of IT Service Operations at AirAsia, Kevin has implemented processes that reduced service resolution times by 30% and achieved over 95% customer satisfaction scores. Previously, as VP, Regional Head of IT Service Operations at Lazada Group, Kevin led process improvements that similarly enhanced service efficiency. Kevin's career also includes key roles at Shell, CGI, Microsoft, and other organizations, where significant contributions were made in application virtualization, service delivery, and technical support. With a Master of Business Administration from Anglia Ruskin University and an Associate’s Degree in Information Technology, Kevin combines technical expertise with strong leadership capabilities.