Luis Pimentel Email & Phone Number

Linda-a-Velha, Lisbon, Portugal

Lisbon Area, Portugal

Responsible for a Manager's Team (People and Process Managers) under Service Desk & Service Management LoS in 2 accounts.Ensure operational delivery of services to agreed Operational Service Levels within an agreed cost base and accountable for the Quality and End Result of the assigned Service Desk operational activities in line with Company’s objective.

Lisbon Area, Portugal

• Service Delivery Manager - Cross Functional Services INGKey Accountabilities:
• Ensure that the Account Governance Models are being followed within the GDC
• Act as an escalation point for the Operations Community on all aspects of service delivery; manage internal and external escalations
• Ensure performance is in accordance with contractual obligations with Regions and Clients (SLAs and KPIs)
• Engage and drive strategy around Continual Service Improvement within the GDC
• Ensure defined Productivity targets are being met and formal plans are in place to drive improvements

Lisbon Area, Portugal

• Responsible for SLA reports
• Identify improvement areas trough reporting
• Analyse data retrieved and liaise with management team any concerns
• Creation of new reports to help managing Service and Service Desk teams
• Assure SLA measurements were done according what was required by the contract
• Communicate to all teams to ensure awareness of SLA status and impact

• Assure quality of Service provided
• Assess and Manage high impact incidents
• Take ownership of Service Desk processes
• Review processes in place
• Provide training to CSTs regarding Service Desk process
• Assure achievement of SLAs

• Deliver High quality service
• Provide effective answer to our customer demands in a timely manner
• Take ownership of users requests
• Prioritize and organize work volume
• Share knowledge across the desk
• Identify key contacts to help solution customer problems