Strategically engaged in IT Service Management (ITSM/MSP) for a Brazilian company with a subsidiary operating in North America. In a customer-facing role, I successfully mobilize interdisciplinary teams to deliver software factory solutions, AMS (Application Management Services), and resource allocation. Proficient in ITIL, PMBoK, Scrum, and related frameworks.• Build and maintain trusted advisor relationships with stakeholders for clients in my portfolio.• Manage day-to-day operations, ensuring delivered performance meets Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and Key Performance Indicators (KPIs), aligned with client needs (CSAT & NPS).• Act as the lead point of contact for assigned clients, ensuring best-in-class service delivery.• Facilitate problem-solving and technical discussions between internal technical teams and clients.• Address and resolve operational escalations from clients, identifying root causes and providing timely updates and resolutions.• Lead Monthly Business Reviews (MBRs) for assigned accounts.

Individual contributor providing advisory and support in IT Project/Program and IT Service Management (ITSM) for a single global client from manufacturing industry.•Leadership of a program of seven projects, for improvement and enhancement of an Engineering Test Department of production lines; (service governance, training, monitoring, integrations, data governance and new server architecture).•Assistance on the MES (Manufacturing Execution System) platform improvement project, for refinement in communication, and integration with other projects/programs.•Oversaw multidiscipline engagement for the purpose of estimating a platform to integrate PLM (Product Lifecycle Management) and SAP.•Assisted in a valuation to generate a short list with new MES platform candidates; (features, costs, timeline, and etc.)•Leadership to establish and support a new manufacturing laboratory, for new wireless product lines relative to the IT Portion.•Part of a team responsible for a program to rollout three manufacturing plants in Mexico. (IT portion)•Assisting with the IT Services Delivery process (Sales Force and SAP) in the Product Commercial Division. (Service Now - ITSM, ITIL Incident/Problem/Request Mgmt., follow-up, reports, and etc.)•Operational support for security initiatives; (hardware and software lifecycle, patches, reports, and etc.)•Senior management assistance, providing data, information and reports, in order to support their decision-making process.

Strategically collaborated with former coworkers on the remote design/co-execution of Brazilian IT Projects.• Supported IT Outsourcing (ITSM) projects and operations, related on solutions for: End-user Services, Data Center and Digital Transformation Journey.

Ensured the successful transition and delivery of Information Technology Outsourcing (ITO/ITSM) to clients, including Nestle, TIM Brazil, TV Globo, GloboSat, Unimed Health Care, Dor Hospitals, GSK pharma, FGV, Shell, Mongeral Aegon insurance/private pension, Azul insurance, Bradesco Bank, CRH Manufacturing plants, Ball Rexam manufacturing plants and Ternium steel manufacturing plants.•Advised clients on solutions to support digital transformation in processes and tools (cognitive intelligence, RPA, and automation).•Participated in executive management decision-making and improved the operational and business efficiencies of the clients.• Provided strategic direction and oversight for the diagnosis, design, development, transition, operation and support of IT infrastructure and systems that fulfill the needs of the clients, such as: End-user, Data Center, Network Operation Center (NOC), Cloud Computing (SaaS/PaaS/IaaS), Systems Mgmt., BI, Security (tools/principles) and SAP.•Defined, implemented and operationalized ITIL and CobiT best practices for our clients.•Assured the correct functional definition and customization of ITSM tools. (Service Now, BMC Remedy, and OTRS)•Measured and delivered IT services in accordance with published SLA and KPI. Established metrics, monitored effectiveness and results of IT operations and adjusted accordingly.•Audited and analyzed customer needs, identifying business opportunities and executing them on time and within budget.•Leadership responsibility/accountability for the financial management of a $15M annual budget (capex, opex, P&L, forecast). •Directed supervision and mentoring of 6 IT Managers, ensuring functional progress to achieve or exceed goals, objectives and other targets. Total staff of 400 people geographically distributed.•Developed and promoted a positive work environment culture supporting training development and recognition of top performance. (Worked closely with Human Resources Partners)

Led the Broadcast PMO for the Olympic and Paralympic Games TV coverage.•Delivered on 57 projects ranging in scope and intensity across infrastructure (technology, civil andenergy engineering, architecture, logistics, etc.) and services (food/beverage, security, hosting,logistic, procurement, legal, HR, etc.).•Be the SPOC for all national and international stakeholders regarding all infrastructure/servicesneeded to the TV coverage planning. (weekly, monthly or on demand reports)•Mediated service/infrastructure/real estate contracts between public and private companies on behalf of international stakeholders.•Leveraged PMBOK, PDCA models and methodologies.•Elaborated and tracked (KPIs, KGIs and SLAs), including when necessary, preventives/correctives action plans.•Ensure the generation of policies, processes and procedures in order to provide compliance andstandardization of the planning.•Oversaw compliance and standardization policies, processes and procedures.•Managed 10 technical Project Managers with responsibility for a $10M budget.

Responsible for the transition and delivery of IT outsourcing services (ITO/ITSM) to clients, including International PAPER Manufacturing Plants, VALEO Manufacturing Plants, Pernod Ricard, Astellas Pharma, BMW, Renner Fashion Stores, B3 Brazilian Stock Exchange and Zurich Insurance.•Managed services in direct strategic and tactical support of clients’ critical mission environments (Diagnosis, Transition and Operation/Support: End-user, Data Center, NOC and Network). •Defined, implemented and operationalized ITIL and CobiT best practices.•Tracked and monitored operational excellence (KPIs, KGIs, SLAs, OLAs, UCs), including preventive/corrective action planning.•Provided oversight for the correct functional definition and customization of ITSM tools. (CA/SysAid Technologies)•Managed conflicts between clients and my team (agreement terms, deadlines, quality).•Leadership responsibility/accountability for the financial management of a $2M annual budget (capex, opex, P&L and forecast).•Directly supervised 3 IT Coordinators, with a total staff of 150 people (employees, partners, suppliers).

Managed Projects for the client Santander Bank.• Designed/Implemented/operated the temporary IT PMO (systems/applications) for the Insurance and Private Pension board, during the Real Bank acquisition. I led 7 Project Managers.• Acted as single point of contact of the projects in that areas, I´ve created project strategic control, based on the development and analysis of KPIs and KGIs, as Time, Cost, Quality and Risk, supporting most of IT Executives.

Managed Projects for the client Bank of Brazil.• Led the IT PMO (Systems/Applications/Infrastructure).• Diagnosed/Implemented IT Governance (ITIL and CobiT).

Worked in project management for VIVO Telecom and Santander Bank.•Set up the Data Warehouse and created Business Objects (Function design).•Developed methodology for software testing.•Migrated applications linked to a legacy system to a new enterprise system.•Evaluated the feasibility of a proposed new workflow system (ROI).•Created back-end for CRM system.•Assessed and recommended improvements to IT Service Management (BSC/SWOT).

Provided technical and functional assistance to corrective maintenance and evolution of Legacy Systems (Unix HP-UX/Oracle/PLSQL/Control-M).

Developed shell-script and pl/sql to corrective maintenance and evolution of the Legacy Systems (HP-UX/Oracle environment). Also responsible for planning and executing of Batch Processes Tests

Single point of contact - Business and IT