Henrique P. freelancer experto en Microsoft Excel, Administración de Proyectos, Traducción al Inglés

Henrique P.

Service Delivery Manager at IBM

0 / 5


Programación y Tecnología

Sobre mí
- 8 years of experience in IT and Service Desk services
- 5 years in leading operational and strategic teams
- Wide experience in large organization leadership and people management roles
- Deep experience in Service Desk, Personal Computing, IT Services and Cloud Computing

Main Achievements:
- Recognized with the "Manager Choice" award in 2014 and 2015 by excellence of work, professionalism and attitudes on a daily innovation
- Recognized with the "Innovation That Make Difference" award in 2012 by create and deploy a solution on HSBC customer and save US$103K
- My organization was recognized by HDI as the Best Service Desk in Brazil (2009-2010)

Complementary Trainings
- PRDS - Professional Relationship Development Skill
- Lean Six Sigma
- ITIL and Cobit 5 Foundation
Historia laboral
* IBM (Information Technology and Services): - Developing and Maintaining Client Relationship;
- Manage RFS and RFP process for base and new clients;
- Running day-to-day operations to meet Key Performance Indicators (KPI) objectives based on Service Level Agreements (SLA);
- Perform analysis as and when required for Reduction Plans;
- Prepare monthly forecast of the Profit and Loss Objectives for the Operations Controller;
- Lead Team on Executive Meetings;
- Negotiate and close new scopes with Product and Technical Team;
- Work with Delivery Project Executive and Account Manager to ensure that all client projects are vetted, scoped and approved;
- Define and negotiate new processes with customer;
- Act in crisis situations as the company sponsor;
- Ensure that all reports are deliveried within deadlines;
- Right-to-Left initiatives;

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Último login: Hace 2 años

Registrado: Hace 2 años