José Paulos Email & Phone Number

• My responsibilities encompassed overseeing cross-functional teams comprising over 30 members, as well as managing an annual budget. I led the development and execution of Nokia's customer care salesforce programs.Main.
• Drove the implementation of Salesforce Service Cloud and Experience Cloud, along with automation initiatives, as integral components of Nokia's customer care strategy;
• Defined program objectives such as average handling time for cases and case deflection and oversee the execution of these programs to achieve the agreed-upon targets;
• Developed program strategy & masterplan/roadmap (short-, mid- & long-term) taking in consideration technology advancements, market trends and AI/ML potential;
• Conducted thorough risk management and anticipated challenges while driving proactively mitigation actions;
• Led over 30+ internal program team members as well as several vendors teams globally;

• I held accountability for overseeing the Analytics, Virtualization, and Automation cloud platform IT services catalogue.Main responsibilities:
• Led, managed, and developed a team consisting of Service Owners, Service Portfolio Manager and Relationship Manager to adhere to, and improve, the Service Lifecycle Management Process;
• Maintained, continuously improved, and executed the AVA Service Lifecycle Management and Service Ordering processes, and the interlock between these processes and others as required;
• Maintained the AVA Service Portfolio, Catalog and Roadmap;
• Agreed service level requirements with AVA customers, measuring and monitoring user satisfaction per service;
• Maintained the business case for each service; agreeing service pricing and recharging models with AVA customers; ensuring that services were developed and delivered within the customers’ and AVA budget;

• I spearheaded efforts to standardize and enhance the Network Planning and Optimization delivery process across various market units.Main responsibilities
• Led the e2e NPO services transformation scope for the customer – including financial and opex related costing improvement levers, across 6 market units;
• Defined NPO processes, policies and procedures and standards aligned with relevant Data Privacy and other regulatory requirements;
• Drove the adoption of best practices across the NPO organization;
• Managed all team members and organization related topics: Workload planning and distribution (including management of staff holidays, absences, back-ups schemes), follow up on recruitment processes, mobility’s and.
• Led the team to ensure cooperation and consistency across locations to fulfil and reach expected level of Data quality, and to build relevant & prioritized action plans;

• Led the lean office initiatives and collaborated with Heads of Business Units to align processes, resolve interdependencies, and promote cross-functional synergy. Main responsibilities
• Assisted and coached the process owners in process modeling, analysis & improvement and performance management as well as ensuring the implementation of customer-centric continuous improvement methodologies (Lean / Six.
• Designed and developed the business process management course and trainings;
• Defined and implemented the support model to the process optimization cycle;
• Designed and implemented of the interaction model between Lean and Innovation programs with annual identification of lean initiatives with innovative potential;
• Identified opportunities to leverage technology and automation to streamline processes, improve efficiency, and enhance operational agility. Partnered with IT teams to evaluate, select, and implement technology.

Implementation and maintenance of SAP R/3 Logistics application services, mainly PM (Plant maintenance) and PS (Project system) modules.

Six Sigma approach for reducing variability of faults and defects in products and processes (implementation of sigma levels as a performance indicator).

Executive Master, Advanced Management

Thesis: “Defining the AI transition in service operations”

Integrated Master'S Degree, Industrial Engineering And Management

Thesis: “Application of the six-sigma methodology in small enterprises”