Management of Projects and Delivery including Application Management (AMS) and End-User Support (EUS) services across multiple regions, streamlining operations for clients in USA, Canada and LATAM: Enel Green Power North America, Enel Mexico and Central America, Sanofi Mexico, McGraw-Hill Education LATAM, Daimler México, Bayer Mexico, True Green USA, GlaxoSmithKline Mexico and Farmacias del Ahorro.Key Responsibilities:• Single Point of Contact (SPOC): Serve as a primary contact for customer escalations, addressing service-related issues and complaints, fostering strong customer relationships. • Service Operation: Manage the services in production such as Incident Management, Service Request Management, Change Management according to the ITIL framework and using ServiceNow as ITSM platform.• Asset Management: Ensure the end-user assets are accounted for in the ITSM platform (ServiceNow), deployed, maintained, upgraded, and disposed. • Continual Service Improvement: Improve the services over time. • Project Management: Develop and manage project plans, ensuring alignment with project scope, budget, and timelines. Key Achievements: • Reduced the number of tickets by automating repetitive tasks and training users about the use of self-service tools, increasing the team's efficiency to work on other tasks and increasing customer satisfaction. • Successfully improved the Hardware Asset Management processes by documenting and maintaining the SOP’s, ensuring alignment with business needs, achieving operational efficiency and customer satisfaction. • Implemented the Continual Improvement Process for Asset Management reducing delivery delays, complaints and escalations.

The role encompassed both project management responsibilities and business development activities for clients within the power generation industry such as Gas Natural Fenosa (Naturgy), Grupo México, Mitsui Power Americas, Enel Green Power, Fenix Energía and Iberdrola.Key Responsibilities:Project Management: Managed multiple concurrent projects (Program Management), ensuring compliance with budget, schedule, and scope constraints for major clients in the power generation sector Team Leadership: Directed diverse project teams comprising both external suppliers and internal staff, fostering a collaborative environment focused on performance. Financial Oversight: Monitored project budgets and forecasts, producing internal monthly reports on project progress utilizing Earned Value Management techniques. Client Communication: Led client communications through project updates, checkpoint meetings, and formal communications plans to ensure alignment and satisfaction.Contract Management: Oversaw contracts, ensuring all terms were met and effectively managed throughout project lifecycles. Business Development: Client Management, Budget Management and Preparation of Proposals.Cross-Functional Collaboration: Worked closely with Product Management, Go-to-Market, Support, and Development teams to enhance project implementation. Technical Implementation: Implemented a range of solutions, including real-time data historian applications (OSIsoft PI), Power Plant Management Systems, Predictive Maintenance (Smart Signal), Performance Monitoring (EtaPRO), SAP, Energy Settlements (Billing), integration of IT Infrastructure, Telecommunications and Physical Security.Key Achievements:• Optimized resource allocation increasing project's margin.• Improved project finances in terms of margin, invoicing, and collections.• Coached and mentored junior project managers and increased team performance.• Facilitated stakeholder meetings resulting in high project success rates.

Implementation and management of the IT infrastructure. Systems implementation of a Sales to Government System. Implementation of the End-User support service.

Development and Implementation of the Ground Services System. Feasibility analysis for the implementation of the Jet Fuel supply System