Lead the global Service Management teams located in Europe and Latin America.Enhance and promote the global Incident, Problem and Change Management processes.Implement automations to achieve an effective and efficient workflow and reduce time spent on manual tasks.Lead the regular governance reviews with the internal stakeholders.Manage escalations and stability improvement plans.

Lead a unit of over 50 members split across multiple teams (Service Monitoring and 1st level troubleshooting, Incident Management, Problem Management and Change Management).Align the business strategy with the operational goals, to meet the quality standards and obtain customer satisfaction, while also securing the contract margins and financial objectives.

Lead complex deliveries, accountable for the overall service quality and SLA fulfillment.Manage escalations, design and implement improvement plans to increase the service quality. Align the annual operating budget and secure the contract margins.Conduct regular governance meetings with the internal and end customers.

Customer's primary point of contact with Oracle Advanced Customer Services (ACS), responsible for multiple contracts deliveries, summing a total value of over 3M $ per year.Conducted regular performance reviews, including face-to-face service review meetings with C-Level executives at their headquarters in UK and IE.Coordinated the Technical Support resources, ensuring proper planning and execution of upgrade/maintenance projects.Acted as escalation manager during incidents, focusing on business impact mitigation and following up with Problem Management for the RCA (Root Cause Analysis) and implementation of the corrective actions.Managed the commercial aspects of the contracts (rebate requests, storage costs etc) and assisted during the renewal process.

Provided operational support to Oracle Managed Cloud Services customers, acting as a link between the Service Delivery Manager and the Operational teams.Ensured a smooth delivery and reduced failure rates.Proactively monitored the performance, identifying any threats and applying solutions to prevent impact in the delivery. In case of issues, ensured proper actions were taken to avoid recurrences.Monitored the SLA/SLS performance and initiated required actions in order to meet the targets.Provided regular Service Reports based in ITIL Framework, analyzing the overall performance of the Production environment.