Coordinating a team of Program Managers based in different regions being accountable by the global delivery of contracted services, monitoring program status, milestones, risks, issues, budgets among other relevant to the Global Program Delivery. Coordinating the different internal partners involved in global services delivery, intervening, when necessary, to ensure customer satisfaction, costs, timelines, and quality are maintained.

IQVIA become the result of Quintiles and IMS Health merge. In IQVIA I was accountable for several Program Services Design and Services execution on Global customers like VIFOR Pharma, BioNTech and AMARIN. Managing distinct internal service delivery partners, I was responsible in these programs to ensure all IQVIA contracted service deliveries were delivered aligned with the contract under the agreed SLA´s.Acting as the single point of contact in IQVIA for business stakeholders, I was the… Show more IQVIA become the result of Quintiles and IMS Health merge. In IQVIA I was accountable for several Program Services Design and Services execution on Global customers like VIFOR Pharma, BioNTech and AMARIN. Managing distinct internal service delivery partners, I was responsible in these programs to ensure all IQVIA contracted service deliveries were delivered aligned with the contract under the agreed SLA´s.Acting as the single point of contact in IQVIA for business stakeholders, I was the customer trusted advisor when discussing new opportunities for expansion and the contact for escalations from stakeholders. Show less

After the successful merge of Quintiles and IMS Health, I was appointed as the Head of Client Services - Service Management Center of Excellence based in IQVIA / QuintilesIMS Lisbon - Portugal.Acting as primary point of contact for several corporate customers stakeholders at regional/global level (EMEA, NCSA/LATAM and APAC regions). Monitor SLA KPI results, case type and incident volume to determine support trends and produce recommendations for continuous improvement of services, support… Show more After the successful merge of Quintiles and IMS Health, I was appointed as the Head of Client Services - Service Management Center of Excellence based in IQVIA / QuintilesIMS Lisbon - Portugal.Acting as primary point of contact for several corporate customers stakeholders at regional/global level (EMEA, NCSA/LATAM and APAC regions). Monitor SLA KPI results, case type and incident volume to determine support trends and produce recommendations for continuous improvement of services, support, and operations delivery.Regular reporting and participation in conference calls/face to face meetings with customers in different countries to assess and agree on next steps towards to Customer Success and development. Managing the activities of the COE department to maximize customer experience and satisfaction with IQVIA, creating opportunities for business expansion. Show less

After the acquisition of Cegedim CRM by IMS Health, I was accountable as the primary point of contact for several corporate customers stakeholders at regional/global level (EMEA, NCSA/LATAM and APAC regions). Managing operational and administrative functions of the department to maximize customers satisfaction with the company's products and services - Successfully creating new business opportunities and expansion.I was also accountable to organize the department, develop, and maintain… Show more After the acquisition of Cegedim CRM by IMS Health, I was accountable as the primary point of contact for several corporate customers stakeholders at regional/global level (EMEA, NCSA/LATAM and APAC regions). Managing operational and administrative functions of the department to maximize customers satisfaction with the company's products and services - Successfully creating new business opportunities and expansion.I was also accountable to organize the department, develop, and maintain policies and procedures to ensure consistent, high quality service delivery, and by the regular communication with countries affiliates for coordination and knowledge transfer. Regular monitor SLA KPI results, case type and incident volume to determine support trends and produce recommendations for continuous improvement of services, support, and operations delivery was also under my responsibility. Show less

After the fusion between Dendrite and Cegedim, I was appointed the Head of Support Department managing ServiceDesk, Training, Asset management, Software customization, Internal IT / SaaS Hosting Services and Customer technical support subscribed services – E.g., CAIT services “Key in hand”, to enhance the customer satisfaction with the company's products/services, SFAs/SFEs and CRM solutions. Focus on SLA commitments with the customers coordinating with internal partners to ensure a consistency… Show more After the fusion between Dendrite and Cegedim, I was appointed the Head of Support Department managing ServiceDesk, Training, Asset management, Software customization, Internal IT / SaaS Hosting Services and Customer technical support subscribed services – E.g., CAIT services “Key in hand”, to enhance the customer satisfaction with the company's products/services, SFAs/SFEs and CRM solutions. Focus on SLA commitments with the customers coordinating with internal partners to ensure a consistency and a high level of service in compliance with the Service Level Agreements (SLAs).I was also accontable to localize the corporate standard service offer to the local market, evaluation, and design of Customer proposals with focus on Shared Services offer supporting proposals nearby the customers. Show less

After the acquisiton of Synavant by Dendrite, I was appointed to manage implementations, and technical support teams to deliver high quality of services aligned with company policies and procedures.Coordination with global teams ensuring a consistency and a high level of service in compliance with SLAs to ensure the success of the projects and all operations delivery. Successfully contributing to pre-sale’s activity and business development helping local management developing sales… Show more After the acquisiton of Synavant by Dendrite, I was appointed to manage implementations, and technical support teams to deliver high quality of services aligned with company policies and procedures.Coordination with global teams ensuring a consistency and a high level of service in compliance with SLAs to ensure the success of the projects and all operations delivery. Successfully contributing to pre-sale’s activity and business development helping local management developing sales strategies and applying sales plans within the organization fitting the overall business strategy. Focus on pro-active leadership ensuring permanent relationships with customers. Show less

Accountable for planning and management of all technical-operational activities and administrative functions within the technical department to address solutions and enhance customer satisfaction with the company’s products/services.Organize technical department development, implementations and technical support teams in order to constantly deliver a high quality of services on SFA / CRM solutions like Premiere, Siebel and Marketing Manager.Under global operations organization after the… Show more Accountable for planning and management of all technical-operational activities and administrative functions within the technical department to address solutions and enhance customer satisfaction with the company’s products/services.Organize technical department development, implementations and technical support teams in order to constantly deliver a high quality of services on SFA / CRM solutions like Premiere, Siebel and Marketing Manager.Under global operations organization after the spinoff from IMS Health I was the project director responsible for the technical implantation and life-cycle support management of SYNAVANT Datacenter in Portugal including all secure infrastructure hosting facilities to accommodate Pharma customers SFA / CRM applications in a Hosting/Infrastructure as a Service / SaaS environment. Direct contribution to the pre-sales activity, business development on contracted customers helping local management on the development of the sales strategy, applying sales plans within the organization that fit the overall business strategy. Show less

Planning-coordination and supervision of the technical-operational support activities of IMS Health - Strategic Technologies in Portugal.Responsible for a team granting the daily 1st and 2nd level of support / availability to the platform of installed customers and their sales force end-users hosted in IMS Heatlh - Strategic Technologies facilities in Portugal. Together with my team we have supplied a direct contribution on the implementation - pilot / QA-UAT and full rollout phases… Show more Planning-coordination and supervision of the technical-operational support activities of IMS Health - Strategic Technologies in Portugal.Responsible for a team granting the daily 1st and 2nd level of support / availability to the platform of installed customers and their sales force end-users hosted in IMS Heatlh - Strategic Technologies facilities in Portugal. Together with my team we have supplied a direct contribution on the implementation - pilot / QA-UAT and full rollout phases supplying technical consultancy and antecipating the lyfe-cycle contracted support phase. Show less

Planning-coordination and management of all technical-operational activities on systems and technologies since the procurement phase to the implementation and solutions rollout.Responsible for the project on the automation of ticketing systems for vehicles / persons transportation and correspondent interfaces to administration / finance and management tools.

External consultancy supplier on systems and technologies implementation (Development - and support) to the Training Center activity together with associated customers solutions implementations. Major activities acting also as external trainer on the solutions implemented and common technology platforms.

Military Service requisition where I had the opportunity to develop and apply already existing knowledge on Computer sciences and Information technologies focusing the reestructure of all systems and network on Administration and Logistics squadrons. Military Service Public Honor on Computer Sciences due to the projects and services developped on BA6 Administration and Logistics units.