Pedro Lemos Email & Phone Number

Helping Startups Developing their internal processes and operations enabling them for sustained growth

Lisbon Area, Portugal

Develop and Lead the setup of our Near shoring for International Operations SSC in LisbonResponsible for Client Facing PMO, Remote Technical Analysts & Transition shared services line deliveryResponsible for all International Operations Shared Services Project Management Capability.PMO development strategy planning and execution. Defining Client Facing PMO procedures with other organizational unitsDevOps Cluster LeadLisbon Shared Services Strategic Plan definition, within the International Operations organization, and its negotiation with the relevant stakeholders.

Dublin, Ireland

Responsible for managing and growing the Transition Coordinator business in EMEAResponsible for managing and motivating a team of Junior Project Managers to achieve time to revenue on a monthly, quarterly and yearly basis. Managing a strong pipeline together with the EMEA-wide Head of Transition & TransformationTeam coaching, team sizing and resource managementStrong engagement and agreeing strategies with the Transition and Service Delivery Organization and with each regional team.Drive Strategy in own personal area of influence towards reducing cost or create efficiencies.

- Responsible and accountable for ensuring that Aligned projects produce the required results - scope, milestones, quality and budget. - Responsible and accountable for selection and management of teams assigned to each Project (Resource Management).- Manages relationships with partner(s), subcontractor(s) and other Xerox stakeholders as appropriate. - Manage, coach and develop relevant Transition & transformation staff.- Analyze and record personnel and operational data, and write related activity reports.- Apply customers feedback to service improvement efforts.- Meet with Senior managers and other supervisors to stay informed of changes affecting operations.

Project Management for Xerox Europe. - Procedures and compliance management - ensuring all processes, procedures and guidelines are adhered to - Project change control management- Maintenance of Xerox Systems and generation of reports and presentations - Cost control. - Monitoring project. - Risk Management - updating risk logs - Monthly reporting- Deliver against hard metrics, KPIs, and SLAs while scoping and implementing innovative service delivery solutions.

- Resolve escalated issues for assigned areas of expertise.- Perform Ticketing Triage and resolution formulation. Experience with CMT ticketing system (Esap). - Provide support to Portuguese and English speaking customers, field engineers and business partners for escalated Software issues- Support the WSC FL and the Mentor teams through coaching and training in order to meet operational objectives- Liaison and build relationships with In-country staff to endeavour business satisfaction.- Provide back up support for other team members when needed.- Provide training, direction and guidance to newer and less experienced members of the team.- Provide weekly report of hours spent in support of each assigned task.- Effectively and efficiently interface with all support personnel to complete assigned tasks/duties.- Accept ownership of assigned duties, tasks and special projects- Provide data reporting and analysis as required.

- Dealing with customer queries/requests by telephone, fax, email.- Provide Hardware and Software support handling calls, using all kind of knowledge.- Liaising with Customers/Concessionaires to ensure efficient of service to customers.- Consistent customer focus to ensure that absolute ownership is assumed during every customer contact.- Ensure that the highest levels of quality are maintained through adherence to agreed processes and SLA’s.- Proactively seek ways to improve both your own and your team standards of customer service delivery.- Assessing and auditing Processes and completing quality reports.- Conduct regular training with each employee to improve performance

Lisbon

Provide SMECompanies, Individuals and Startups with the Tools to Start, Develop and growth their business with Focus on long term success.

Figueira Da Foz

As a Chairman of the General Assembly was my duty to: Oversee the CEO and management team to determine if the Organization's Mission and Purpose is being fulfilled. Support the executive and review his or her performance according to the institution Articles of Association and bylaws. Chair the General Assembly.

Ireland

Angel Investor in Tech

As the CEO for this organization my main responsibilities can be categorized in four items: Planning - As the CEO I set the direction, strategy and vision that the organization will follow under my mandate and with my team steer the organization accordingly defining budgets, forming partnerships, motivating people and achieve results. Organization Culture - Was also one of my roles to build culture, on these organizations work gets done through people, and people are profoundly affected by culture. And the biggest asset is the people that you worked with, a lot of psychology and wisdom is required to maintain a high determined and motivated team. Team Building - As the CEO was also my responsibility to act on teams productivity praising when praise should be given and act when actions put a team productivity at risk. Budgeting - Allocate funds to projects which support the organization strategy, and close down projects which impact is negative to the organization.

As a Chairman of the General Assembly was my duty to: Oversee the CEO and management team to determine if the Organization's Mission and Purpose is being fulfilled. Support the executive and review his or her performance according to the institution Articles of Association and bylaws. Chair the General Assembly.

- Manage business development framework, existing & pipeline opportunities.- Chair weekly business development meeting with key state holders providing an overview of the project - tasks completed/required and identifying and allocating owners when required.- Develop and launch initiatives that attract customers and drive customer satisfaction.- Identify major sponsorship opportunities and partnerships to enhance brand credibility.- Track regular queries or problems and liaise with the technical team to produce solutions.- Liaise with internal and external software development teams to clarify development requirements

- Supervisor in the Quality Control Department.- Assessing and auditing responses and completing quality reports.- Develop knowledge of products in order to increase resolution capability.- Prepare individual and group service targets.- Conduct regular review meetings with each employee to direct performance against targets.- Establish a programme for, and conduct regular training of all staff including Induction.- Continuously analyze and evaluate service and customer requirements.- Constantly gathers relevant data on competitive market information.- Co-ordination, communication and liaison with appropriate Head Office staff.

- Managing all Communications including the organisation’s website, online collaboration tool and compiling new web content.- Managing events including publicity, registration, logistics, programme, and facilities.- Managing and providing services for members of the organization (Franchise support).- Administrative and accounts duties.

As a Project Manager was my role: - To ensure that all phases of the project were being met. - To maintain regular meetings with the board of directors regarding the project at hand. - Act pro-actively near supporters to channel fundraising to the project. - Oversee the committee dedicated to this project, and act as point of contact with the board.

Bachelor Of Arts (Ba), Psychology

Activities and Societies: Drama, Musical, Political

Bachelor Of Laws (Llb), Law

Activities and Societies: Drama, Student Academic body, University Senate