Vattenfall

Supporting Vattenfall in their goal of Fossil Free within one generation, in delivering the right IT solutions by assuming the responsibility of the IT service area Devices.
End-to-end accountable for appointed service, to ensure that the service meets the collective needs of Vattenfall – now and in the future. 
​​​​​​​Represent the service towards all stakeholders, as part of the Service Management function and as an integral part of Service Portfolio and Catalogue Management.
Capture demand from customers and overarching governance, translate into service requirements, design and document the service´s offering - function, criteria and cost.
Ensure alignment of the service into the overarching service offering and provisioning.

Information Technology Service Manager (Service Owner)

Supporting Vattenfall in their goal of Fossil Free within one generation, in delivering the right IT solutions related to Narrowcasting, Peripherals and Business Specifics services.
Define/manage the deliveries from the Competence Area, i.e. Service Module's scope, content and criteria, including alignment to related service criteria.
Define/manage required solutions (methods, guidelines and supporting platforms i.e. technical reference modules) for the Competence Area. 
Define/manage structures/cost allocation keys for the cost build-up related to the Competence Area (Service Modules) 
Secure ability to deliver according to agreed criteria – short and long term according to security compliance (life-cycle management, capacity and performance).
Support (periodic) service and delivery reviews - provide input/reporting to and support execution of Service Improvement plan.
Represent, coordinate and manage the internal and/or external suppliers contributing to the 
Competence Areas by securing their deliveries according to the contractual agreements.
Implement governance structures with external suppliers/3rd party vendors and represent Vattenfall in the operational and tactical fora.

Information Technology Service Delivery Manager

IT Service Manager

CMS Albiñana & Suárez de Lezo

Responsible for implementing and maintaining the organization's technology infrastructure, operational requirements, research strategies and technology solutions.

Main roles:
Developing and defining IT Strategy to support the needs and growth of the firm.
Manage IT across the enterprise.
Align the IT team with enterprise performance objectives. 
Control performance objectives and overall IT budget.
Acquire software/hardware.
Select, manage, and control IT providers. 
Manage outsourced services.
Align IT risk management within IT productivity objectives. 
Plan and manage strategic IT initiatives. 
Manage IT applications portfolio. 
Project management of all IT projects.
Optimize costs of services through a mix of internal and external resources.

IT Director

Fractalia

Responsible for an operation of +70 technicians working on remote operation and on-site, management, and support services.
Ensuring business continuity, capacity planning, future scalability of applications and stability of all infrastructure and operations.
Work closely with department director and other cross-functional team management to define operation project requirements, solutions and schedules.

IT Service Delivery Manager

BNP Paribas

Project Manager responsible for the European implementation of an ISTM tool (ServiceNow) in in 17 European countries for BNP Paribas Group.
Negotiation with high-level stakeholders and support groups acting as a focal point of the project.
Countries assessment and contractual requirements.
Management of the project stakeholders group with regular project updates to senior management in weekly meetings.
Active communication upwards to senior management and stakeholders as well as downwards to project team resources.
Identification and management of project risks and blocking issues, collaborating in the development of the response.
Change management to the project baseline.

Project Manager EMEA

SatecGroup

Management of SatecGroup Operations Center Service Desk in Portugal and Spain.

Responsibility for compliance with SLAs for internal and external customers.

Implementation of an ITIL Service Management ticketing tool worldwide (Portugal-Spain-Morocco).

Service Manager for key specific customers.

Ownership in the project of the implementation and maintenance of Satecgroup's IT Incident Management system.

Recruitment and selection of staff.

Handling customer complaints issues related to service support.

Conflict management (when necessary) to promote a work healthy and productive environment.
Responsibility in maintaining or innovating current and new processes and procedures in order to achieve company objectives.

Manage SLA and monthly Service Reviews (if necessary and/or applicable initiate Service Improvement Planning process).

Responsibility for operational KPIs of Service Desk, with follow up throw monthly management reports on performance.

Active participation in process Quality analysis root-cause in Customer Satisfaction surveys.

Improving Service Desk KPIs trough depth analysis based on monitoring, reporting tools and follow-up processes.

Service Desk Manager Iberia

Convex (SatecGroup)

Implementation and management of Convex Operations Center Service Desk 1st and 2nd line of support in Portugal.
Responsibility for compliance of SLAs for internal and external customers.
Management of the customer service through the Service Desk team human resources management.
Recruitment and selection of staff for the Service Desk.
Monitor and control the workload of the service technicians.
Responsibility in maintaining or innovating current and new processes and procedures in order to achieve company objectives
Manage SLA and monthly Service Reviews, and if necessary and/or applicable start a Service Improvement Planning process
Responsibility for operational KPIs of Service Desk, with follow up throw monthly management reports on performance
Responsible for Incidents and Changes lifecycle whether there are involved internal and external support groups
Centralized contact for management escalations in core and out of hours
Active participation in process for analysis root-cause in Customer Satisfaction surveys
Improving Service Desk KPIs trough depth analysis based on monitoring, reporting tools and follow-up processes
Responsible for producing dashboard reports and/or schematics based on monthly operational data
Owner and ambassador of ITIL processes such as Incident Management, Change Management, Problem Management

Service Desk Manager

Fujitsu

Management of Fujitsu International Service Desks teams in Portugal (and Out of Hours for customers from Belgium, Poland, Germany and England sites).
Responsibility for compliance of SLAs for internal and external customers.
Coordination and management of the different and distinct characteristics in Fujitsu projects, concerning the SLA definition and processes/workflows definitions for internal and external support groups.
Management of the customer service through the Service Desk team human resources management.
Responsibility in maintaining or innovating current and new processes and procedures in order to achieve company objectives.
Recruitment and selection of staff for the Service Desk.
Active presence and participating in customers operational reviews internal and external meetings.
Development of business workflows with external service partners and internal support groups in order to assure customer satisfaction in incident and service requests
Management and delegation of 24x7 tickets escalations workflows.
Responsibility in maintaining or innovating current and new processes and procedures in order to achieve company objectives
Manage SLA and monthly Service Reviews, and if necessary and/or applicable start a Service Improvement Planning process
Responsibility for operational KPIs of Service Desk, with follow up throw monthly management reports on performance
Responsible for Incidents and Changes lifecycle whether there are involved internal and external support groups
Centralized contact for management escalations in core and out of hours
Active participation in process for analysis root-cause in Customer Satisfaction surveys
Improving Service Desk KPIs trough depth analysis based on monitoring, reporting tools and follow-up processes
Responsible for producing dashboard reports and/or schematics based on monthly operational data

Shared Service Desk Manager

Management of Fujitsu International Service Desks teams in Portugal.
Responsibility for compliance of SLAs for internal and external customers.
Coordination and management of the different and distinct characteristics in Fujitsu projects, concerning the SLA definition and processes/workflows definitions for internal and external support groups.
Management of the customer service through the Service Desk team human resources management.
Responsibility in maintaining or innovating current and new processes and procedures in order to achieve company objectives.
Recruitment and selection of staff for the Service Desk.
Active presence and participating in customers operational reviews internal and external meetings.
Development of business workflows with external service partners and internal support groups in order to assure customer satisfaction in incident and service requests
Management and delegation of 24x7 tickets escalations workflows.
Responsibility in maintaining or innovating current and new processes and procedures in order to achieve company objectives
Manage SLA and monthly Service Reviews, and if necessary and/or applicable start a Service Improvement Planning process
Responsibility for operational KPIs of Service Desk, with follow up throw monthly management reports on performance
Responsible for Incidents and Changes lifecycle whether there are involved internal and external support groups
Centralized contact for management escalations in core and out of hours
Active participation in process for analysis root-cause in Customer Satisfaction surveys
Improving Service Desk KPIs trough depth analysis based on monitoring, reporting tools and follow-up processes
Responsible for producing dashboard reports and/or schematics based on monthly operational data

Calldesk Portugal Manager of Fujitsu

Novabase

Coordination of Fujitsu Service Desk 1st level in project of Bank CGD.
Coordination of Fujitsu Portugal CallDesk.
Coordination of Fujitsu Problem Management Team.
Coordination and management of the different and distinct characteristics in Fujitsu projects, concerning the SLA definition and processes/workflows definitions for internal and external support groups.
Responsibility for compliance of SLAs for internal and external customers.
Coordination and management of the different and distinct characteristics in Fujitsu projects, concerning the SLA definition and processes/workflows definitions for internal and external support groups.
Management of the customer service through the Service Desk team human resources management.
Responsibility in maintaining or innovating current and new processes and procedures in order to achieve company objectives.
Recruitment and selection of staff for the Service Desk.
Active presence and participating in customers operational reviews internal and external meetings.

Team Leader

Technical Helpdesk 2nd level support at Siemens Business Services in the project of Bank CGD (as Outsourcing).
Active participation in the planning and training of Helpdesk 1st level of SBS, in the project of Bank CGD (as Outsourcing).
Planning, development and maintenance of the SBS HelpDesk Intranet, in the project of Bank CGD (as Outsourcing).

Helpdesk Technician

multiopticas

IT Technician

Proven management skills in Team and People Management, Asset Management, Best Practice and Acting Procedures, Systems Administration, Business Continuity Plan, Project Management, Service Delivery, SLA’s, OLA’s and KPI’s.
Easily adaptable to international working environments and to multiple disciplinary teams. I have strong people-management skills coupled with solid communication skills, good planning abilities along to proper time management.

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