Ricardo Puerta Email & Phone Number

São Paulo, São Paulo, Brasil

É com imensa alegria que gostaria de informar que iniciei esta semana na Inventcloud como Service Delivery Manager.

São Paulo, Brasil

• Working in service management, ensuring that all activities are performed in accordance with the standards, policies and guidelines established by the company.
• Responsible for managing accounts in IBM Cloud environment, ensuring the correct functioning of services and compliance with contractual agreements.
• Realization of contract and service management, including financial monitoring of costs and expenses, seeking operational efficiency, customer satisfaction and the best financial return.
• Technical team leadership, with guidance, coaching and motivation to achieve the objectives defined in the contract and ensure excellence in the services provision.
• Active participation in meetings with the client, understanding their needs and demands, seeking solutions and improvements.
• Constant analysis of accounting results, identifying opportunities and optimizing processes;

São Paulo E Região, Brasil

• Expertise in service management, ensuring that all activities are executed in accordance with the policies established by Kyndryl and aligned with the business strategy.
• Responsible for ensuring the services delivery in accordance with service level agreements (SLAs) established with customers.
• Working with the team management and coordination concerned in the services provision, ensuring quality and customer satisfaction.
• Active participation in meetings with customers to understand their needs and expectations, seeking solutions and continuous improvements.
• Management of the budget and financial resources related to the services, ensuring compliance with the expected costs.
• Preparation of management reports and monitoring of KPIs, performing the presentation of results to senior management to support strategic decision making.Main tools used: IBM/Kyndryl internal tools, for example Maximo.

São Paulo E Região, Brasil

• Responsible for the customer environment availability, as well as contracted deliverables, including Use of the agile process (3 packages acquired: IBM Agile Explorer, Cloud Management and Operations Explorer and.
• Creation and conduction of presentations to the client.
• Impact analysis regarding performance & capacity, together with responsible team (ongoing);
• environments improvements analysis (ongoing);
• Proximity work with resources, in order to maintain and analyze deliverable services’ quality x contract content (ongoing);
• Projects monitoring of low, medium, and high complexity.

Guarulhos, São Paulo, Brasil

University Education, Information Technology

Administration, Business Administration