Sofia Alves Email & Phone Number

Lisbon, Pt

As a M365 Identity Service Delivery Manager (SDM) in Microsoft SCIM (Security, Compliance, Identity, and Management) line of business, I co-lead a global team to deliver high-quality support services to Microsoft Customers. My role focuses on:People Management:• Empowering Teams: Drive success through empowerment and accountability.• Setting Objectives: Define team objectives and outcomes, helping the team adapt and learn.• Talent Development: Attract and retain great people, investing in their growth.Operational Management:• Service Delivery Standards: Ensure adherence to guidelines and protocols, monitor progress, and implement improvement targets.• Performance Coordination: Manage Partner Technical Advisors (PTAs) to coordinate operational performance across key Delivery Partners.• Process Improvement: Drive support delivery excellence by onboarding delivery, defining project calendars, and establishing reporting procedures.• Customer Issue Resolution: Invest in faster resolution of customer issues and reduce customer pain time.• Budget Management: Oversee budget accountability for Delivery Partner relationships, ensuring adherence to budget plans and identifying cost-saving opportunities.• Efficiency and Accountability: Hold delivery partners accountable for their commitments and drive efficiencies to support them, and execute go-to-green plans.Escalation Management:• Managing Escalations: Handle high-priority escalations and ensure timely response and management of escalated cases.• Standardizing Processes: Establish and standardize internal escalation channels and processes.

Azure Rapid Response People & Business Manager responsible for the personal and professional development of the Team, helping to shape the Team's culture and workplace environment. Provide employees and their resources with the guidance, direction, leadership, and support necessary to ensure that they're able to accomplish their goals taking great satisfaction in the successes of Team members and Customers results.

Played a key role in helping Customers realize true business value through adoption and active usage of Microsoft's technologies and cloud services on Power & Utilities, Finance, Healthcare, Airports and Airline Markets.High proficiency on the following areas: Relationship Management, Business & Change leadership and Service Delivery Management.

Portugal

EMEA Networking Support Engineer.EMEA Edge Support Engineer.

Post Graduation

Moff: Microsoft Operations Framework Foundation

Education record

Microsoft Certified Systems Engineer Windows 2003 (Mcse)

Computing Degree

Executive Education

Bdm Conversations And Storytelling In The Digital Transformation Age