Luis Paiva Email & Phone Number

Madrid, Community Of Madrid, Spain

As Chief People & Customer Officer, I am responsible for all core BairesDev day-to-day functions, including our People, Delivery, Technology, Client Services, and Digital Transformation and Innovation teams.Specialties: Account Management, Growth, Delivery Management, Client Relations, Strategy, Global Operations, IT Outsourcing, Software Development Outsourcing, Agile methodologies, Staff Augmentation models, Talent Sourcing, Team Leadership, Service Excellence, Root cause analysis, Executive Presentations, SLA Reporting, Escalation management, P&L, Negotiation, Innovation & Creativity, Situational Leadership, ITIL, LEAN Six Sigma.

Madrid, Community Of Madrid, Spain

As Senior Vice President, People and Operations, I lead the Client Services, Delivery, Technology, People and Operational Excellence areas. This allows all core BairesDev day-to-day functions to have a better alignment under unified guidance and leadership.This area has a strategic focus on people, expansion, technology, productivity, and quality.

BairesDev is a leading Nearshore Technology Solutions company that architects and engineers scalable and high-performing software solutions to meet all kinds of business challenges. Using its deep tech expertise and cross-industry experience, BairesDev evolves digital transformation into digital acceleration. The ultimate goal is to create lasting value throughout the entire digital transformation journey. With 3,000+ seasoned engineers in 36 countries, BairesDev provides time zone aligned services to empower Fortune 500 companies and leading brands. Working for clients like Google, Rolls-Royce, Johnson & Johnson, Pinterest, and ViacomCBS, the company has been reimagining the tech landscape for over a decade.We are Digital Acceleration Experts.We are a company Powered by Technology and Driven by Talent.

Continued my Global leadership role after the spin-off from Hewlett Packard and moved to Hewlett Packard Enterprise as of Nov-2015. Main responsibilities: overseeing the direction of the key programs. Providing thought leadership into the strategic and tactical plans and goals. Strategy planning, analysis, implementation and end-to-end management for all resourcing, financial and operational aspects. Hosting monthly and quarterly business review meetings. Acting as a trusted advisor for senior leaders. Driving LEAN and automation initiatives.Delivery Management: Escalation Management. Financial oversight for Regional & WW budgets. Labor and Financial tracking. Workforce Management & Staffing models. People Management: upskilling, mentoring and team-building initiatives. Coach and develop direct reports by conducting regular one-on-one meetings to provide feedback on performance and discuss career development plans. 5 Leads/+30 direct reports including Incident, Problem, Change, Configuration & Service Level Managers across Costa Rica, the Philippines, Slovakia, Bulgaria, India & the U.S.

Global team supporting HP’s Helion Managed Cloud Operations. 5 Leads/+30 direct reports including Incident, Problem, Change, Configuration & Service Level Managers across Costa Rica, the Philippines, Slovakia, Bulgaria, India & the U.S.

Program Leadership: interlock sessions with Senior/Executive internal stakeholders to establish program Goals and deliverables. Management of project schedule, budget control, cost modeling and risk management. Transformation: strategic analysis, budget management, authority for decisions on work migrations and work-placement locations. Break-down barriers and organizational silos to drive down costs. Reporting: provide status reporting and orchestrate project team meetings for key stakeholders at the Director & VP levels.

WW Leader for GSM Best Shore Outage Mgt organization.Quality Management: monitored quality through KPIs to track results and drive improvements, ensuring alignment to internal global processes and industry practices processes.Escalation Management: handled stakeholder queries & escalations through resolution.Financial oversight: held high-level responsibility to Regional and WW budgets towards meeting/exceeding financial goals. 4 direct/+70 indirect reports including Production Environment Managers (PEM), High-Severity Incident Managers (HSIM), Situation Management team (SMT), Duty Managers (DM), Critical Incident Managers (CIM), and Global Crisis Mgt team (GCMT) in four sites across the globe.Leadership: counseled business leaders, recommended approaches for executing strategies and creative solutions.Reporting: delivered regular executive status and performance metrics at the Director & VP levels.

Management of cross-functional team with well-defined scope, overseeing and directing daily work priorities (through Team Leads/Supervisors) across Argentina center.Defined organizational goals to meet budget/cost, quality standards, service availability and response time. Manage Recruitment, Onboarding, Coaching, Knowledge Transfer, Retention, Performance Management and Career Development. Cost Management through Excellence dashboards, Key Performance Indicators (KPI), Workload assessments, LEAN. Direction-setting. Removed roadblocks in day-to-day operations. Direct reports included Situation Managers (SMT), Incident & Problem Managers, Change & Release to Production Acceptance (RTPA) Managers, Production Environment Managers (PEM), Client Support Representatives (CSR) and Client Capability Leads (CCL's), supporting +200 clients globally.Service relationship and Escalation Mgt with key customers and internal business representatives such as Account Executives (AE), Account Delivery Executives (ADE) and Senior Leaders.

Lead for SW & Central CSR teams in Argentina. Encouraged teams to apply the best practices in the IT industry. Created an open and positive work environment for individual contributors to achieve and exceed goals and performance expectations. Helped remove roadblocks and facilitate career moves.

Responsible for delivery of all in-scope contracted services across the service delivery towers. Acted as Single point of Contact (SPOC) for the client and HP Leadership, by coordinating the various components of delivery, which includes fixes for operational and tactical issues. Ensured performance goals and cost commitments were met. Collaborated with new implementations and ramp-ups.Contract Management and Growth opportunities. Customer Satisfaction (CSAT). Escalation Mgt. Management of scope, staffing, cost of delivery. Developed an excellent client relationship at the executive level, in support of the Account Executive (AE) to secure the customer as a Reference Account.Key Responsibilities:Project Management: participate/manage small to medium hardware/software related projects from conception to delivery.Incident Management: respond to high-priority incidents and coordinate technical teams to drive incident resolution.Problem Management: review RCA findings. Prepare and deliver root cause analysis/post mortem documents to HP/Client executives.Change Management: review, schedule and approve all changes for supported Clients.Key Performance Indicators(KPI) & trends analysis to make recommendations to clients for permanent solutions.Asset Management: participate/responsible for asset tracking. Ensuring hardware & software support contracts are current.Communication: host client facing and internal business review meetings.Financials: review client billing to ensure that the charges are accurate.SLAs: ensure all tickets and requests are worked, resolved and closed within SLAs.Reporting: prepare reports for Client/HP executives.Information security: responsible for reviewing and managing patch\security compliance.CSI: develop Service Improvement Plans (SIP's) to address and fix operational issues in the client's environment.

Biomedical Engineering, Biomedical/Medical Engineering

Industrial Engineering, Management, Economics, Services, Processes