Professional Background: Services Delivery Director with 23 years of experience in IT and Services companies. My journey has revolved around Management and Delivery of IT infrastructure and Telecom solutions tailored for sales forces, call centers, customer service, and other business units. Leadership on different changing scenarios related to organization mergers and consolidation of critical mission environments.Services Portfolio Development: Leadership in the creation, structuring and implementation of new services and solutions that contribute to a more connected future for our customers. Introduced and integrated the IT Customer Experience (#ITExp) model, reshaping service delivery with an unwavering focus on the customer.Educational & Certifications: Specialization in Digital Transformation from the Massachusetts Institute of Technology and an MBA in Business Management with an IT emphasis from FGV. My academic journey began with Business Administration at Mackenzie University and to complement, I've achieved certifications in ITIL® Foundation, COBIT®, SCRUM Foundation, PSM I, PSPO I, and Management 3.0.Core Competencies: Extensive experience in negotiations, customer-centricity, innovation, and driving results aligned with my strategic vision with an analytical approach, having managed high-performance teams using agile methodologies, both locally and remotely.Financial Management: Responsible for the P&L in IT Management, overseeing new service introductions and renegotiations of ongoing contracts. Managed a yearly budget around R$ 45MM for IT/Telecom/Run the bank.Project Management: Managed transformative projects, emphasizing the IaaS model, which underscores flexibility, scalability, and agile IT solutions. Also managed the governance, availability, continuity, and scalability of IT Client Experience Solutions, as well as the legal requirements and business continuity.Decision Maker: Responsible for taking the GO to decision on mobility, collaboration, services, network, security, end users, field services and service desk solutions adopted by the company, a total of 42 sites sorted over Brazil.Solution Designing: Managed and designed high-complexity solutions I've architected PIX, Uber Instant Pay, Networking Redesign (New Cisco ACI Multi-Pod for Brazil), New VDI Core, Collaboration, and redesigns for end-user solutions. This has reshaped workstation environments, reducing operational complexities and boosting performance.