Experience






Senior experience in the functions of service management and/or customer relationship management. Own and deliver Service Management activities contracted by the customer based on industry best practices: ITIL, PMP, CMMI ...

Contract and Business management increasing profitability and growing the deals.Experience of negotiate complex solutions. Measuring the lever’s efficiency using controls based on KPI targets.

Understanding in Infrastructure & Application Management Solutions incl. analysis of problems, designing and implementing of managed services with a proven track of success.


BANC SABADELL (2016.01 - Present)

SDM - Programme Manager

Programme/Portfolio manager at Project Management Office for Infrastructure Services.

  • Effectively managing multiple tracks - Production Support, Maintenance and development projects leading a team of project managers.
  • Quality Assurance and overall integrity of the projects running, monitoring and taking corrective actions including resolving issues as required.
  • Ensuring project deliveries are on time, with-in budget and as per specification and quality.
  • Ensuring SLAs are being met.
  • Monitor, mentor and manage a team ensuring a culture of fast paced and high performance.
  • Ensuring IT delivery processes are following along with toll gate based documentation.
  • Review and advice correction required on the project deliverables across account

T-SYSTEMS (2010.12 - 2015.12)

Senior Service Delivery Manager

Senior Service Manager responsible for the quality, costs and deadlines of service provision and operation in the defined services.

ICTO Service Delivery Manager for SEAT

December 2013 - December 2015

One of the 3 Service Delivery Managers, at Service Management office for ICTO-SEAT in charge of the contracts: Infrastructure, Housing & Comms

A) Housing

 24x7 availability operate the Data Center infrastructure of the Martorell Data Centers CPD-A and CPD-B and its effective management, including the following services:

  • Allocation of contiguous space.
  • Administration and maintenance of the common Data Center Infrastructure: air conditioning set, supply panels and UPS
  • Access control to technical rooms.
  • Edge physical security control.
  • Humidity and temperature quality control, exclusively for those elements placed in the common area, not in the new allocated space.
  • Electrical supply quality control and administration of automatic power generation systems.
  • Fire protection systems administration and maintenance and additional security measures.
  • Electrical and data wiring maintenance:
  • Contingency Test.

B) Infrastructure

On Site Services for Factory Systems and CAx Systems, based on the Factory Systems Control Room in SEAT Martorell

  • Factory Support Desk and Desktop Support
  • Monitoring control and IT Operations
  • OS Administration, DB Administration
  • Web, Blackberry, Mailing platform administration and operation services.
  • Middle-ware administration and operation services.
  • Storage and Backup management services (including both the infrastructure owned by T-Systems and the infrastructure owned by SEAT).

C) Comms (Voice and Data)

 Voice and Data services provided by Seat itself shared with other VW Group affiliates, also providing data connectivity to SEAT vendors:

  • VPN Secure Access.
  • User Internet Access.
  • Internet Hosting DNS Services.
  • Dealers IP Services.
  • Core Routing Services
  • Data-center LAN Services
  • MAN Services.
  • Distributed LAN Services.
  • Voice Services.
  • Internal DNS/DHCP Services.
Operational Excellence Champion (Automotive)

January 2013 – December 2013

Working for automotive sector improving teams performance focus on financials results:

  • Define protocols and procedures using best market practices: CMMI, ITIL, PM-BoK, SIX SIGMA and LEAN.
  • Build the top management dashboards and cockpits applying business intelligence tools(ie. Business Objects,..).
  • Team Transition and transformation to near-shore/offshore model of work.
AMS Service Manager - Order Management & Distribution - SEAT and VolksWagen Spain, Italy and UK

December 2010 – December 2012

  • Customer management: fluid communication with the customer, preparation of monitoring reports, identifying needs and priorities, assist in the preparation of strategic plans, capacity plans and availability.
  • Operational management: extensive experience in managing teams of 10-15 people, expert in ITIL processes, and experience in managing incidents, problems and changes, as well as management at all stages of small developmental projects, including the scope, cost, quality, risk, communication, human resources, etc. Knowledge of ticketing tools and knowledge management, and testing tools. Used to work on critical systems and services with different scenarios 24x7 (onsite, offsite, nearshoring, offshoring). Monitoring compliance with SLA. Making plans for continuous improvement of business processes of service.
  • Economic management: cost modeling, definition of optimal costs pyramids profiles, making detailed forecasts, defining rotation schemes to suit personal profiles and costs to service needs. Continuous monitoring of costs, identification of possible deviations from the budget and carrying out preventive and corrective plans.
  • Service Strategy: Identifying, planning and monitoring tasks in the transition to a service with ITIL.
  • Service Design: Participation in the development of service offerings (storage of information, detailed definition of scope, cost model, hazard identification, etc.).
  • Quality Management:  Participate actively on ISO20000 company certification using OMDAMS as a reference of ITIL compliance. Supporting Iberia Deals on industrialization projects. Business Analitics tools development. Adapting PM-BoK and CMMI process for project improvement.

COMPUSOFT (2009 - 2010)

Service Manager

Responsible managing and quality control to the entire centralized customer service (SAC), as call-center supporting micro informatics issues, for Department of Education at Generalitat de Catalunya.

  • Single partner responsible for the service per the Office of Management Operations (OGO) i of the Department of Education (DE).
  • Quality Project Manager : Ensure that the project runs on the Contract.
  • Mange the added Value and Satisfaction of OGO and DE.
  • Changes Adequación according to the new needs that arise.
  • Participation in Steering Committees.
  • Generate periodic reports of service levels, serving as basis of the Monitoring Committee meetings and to forecast significant events and any need for technological change.
  • Project Management Finatials: technical deviations in the project follow up.
  • Project Management Issues: To ensure that we investigate the root cause of breakdowns or incidents, recorded knowledge and to avoid repeated incidents.
  • Project Management Configuration : Monitoring and recording of internal and external documentation associated with and produced during the project implementation.
  • Project Management Change : Ensure that frequent changes do not impact negatively on the project and carried out a controlled manner.  Analysis of requests for development of services.
  • Responsibility for proposing actions to improve service quality to the DE and  OGO .
  • Responsibility for raising to the OGO and DE that can be detected in the provision of services.

ACCENTURE (2006 - 2009)

Technology Service Delivery Manager

  • Team Manager at “Procurement to pay” arena for Deutsche Bank, EBG and BOI, leading a team about 15 permanent people.
  • Production support of SAP tech tools: CUA, BW, Portals, XI and TM.
  • Production support of non SAP tools: User Identity Managing (MIIS); Buyer Approvals rules (Java WebSphere Portal), CONCUR, COGNOS.
PROJECTS

Deutsche Bank, Bank of Ireland, Erste Bank (P2P Outsourcing)

  • SAP outsourcing concurrent users:Deutsche Bank25,000 users, Bank of Ireland 8,000 users, and Erste Bank1,000 users
  • SAP apps: MM, FI/C0, CUA SRM, BW, Portals, XI and TM
  • Non-SAP apps: Microsoft Identity Information Services; Buyer Approvals rules (Java), CONCUR, COGNOS.
  • Change Manager Role for Detailed Functional Design, technical design, development/build, test and deploy support.
  • Incident Manager role for incident and problem support following ITIL best practices:follow up escalated tickets,attending CABs,raising RFC from tickets, identifying recurrent problems, fill up the Knowledge database with the know problem resolution forms.

Deutsche Bank (OK2Pay Transition)

  • Participation as a Delivery Manager on the project phases from Design to Operation in adapting P2P outsourcing to OK2Pay.
  • New business and technology model based on SAP and Ariba, strongly supported on SAP-XI as message broker integration technology for XML messages.

SAP/non-SAP environment Production Copy

  • Act as Program Manager for regular refresh leadership –once a year- of testing and developing environments from production.
  • Application manager for setup and test the functional part of the copy.Each application responsible reports directly to me. Also be reported by Infrastructure Manager and project leaders.

Offshore Argentina Office founding

  • One of the managers that build the software factory on Argentina (Buenos Aires).
  • Processes that were build: Technical Design, Develop/Build, and Unit Test.
QUALITY & OPERATIONAL IMPROVEMENT

OPEX

  • Project Leadership OPEX / LEAN (Operational Excellence) for the drive from Barcelona.
  • Identify the main delivery processes and optimize them.

Quality Manager for Barcelona Site

  • Constitution set up the team of non-SAP applications, developing labor standards and human resource management.
  • Application and implementation methodologies of the PMI project management unit in Barcelona.
  • Apply the best ITIL practices.
  • Monthly Metrics acquisition and analysis in order to report to stakeholders

Member of Accenture Metrics International Board for outsourcing

  • Participation in the global team AOS for defining metrics as counselee defining global KPI. Help to implement them and propose the way to acquire.

Tools Manager supporting ITIL

  • Leadership of the implementation of the Accenture Web Tool Suite Service Manager (HP Project and Portfolio Management Center) dedicated to support ITIL practices of PHC practice.
  • Product Manager for the Web tool that maps all Deliver process in touch with the States support tool team.
ACHIVEMENTS

 

  • Standardizes and reorganizes the technical teams at APS on AO for BPO.
  • Implant projects metrics standard methodology, based on CMMI
  • Creation, structuring consolidation of the "single team" concept for applications teams under my responsibility.
  • Implementation and project management of production copy, strengthening the methodology and procedures.
  • Reduced average response time to same day for normal priority incidents.
  • Reduction of deployment failures in production changes below 5% rate.

EDS (2005 - 2006)

Delivery Manager

Person in charge of IT outsourcing project, focused on BPO services at “La Caixa” companies

Tasks & Projects

  • Team Manage for REAL ESTATE SAP support at COLONIAL, managing a team about 5 permanent people.
  • Leaders production support (Design-Build-Test-Deploy) of SAP R3 modules: DMS, MM, PS, FI-CO, Real-State and New Buildings.
  • SAP add-ins Support : Business Warehouse 3.5 and Enterprise Portals 6.0

Achievements

  • Improves IT support team at COLONIAL.
  • Managing de adapting process to CMMI and PMI methodology for our EDS SAP Barcelona practice.

SEIDOR (2005 - 2005)

SAP consultant

Provide based SAP solutions customizing and making ABAP extensions.

  • Design solutions with SAP ABAP parameterisation and extensions in the logistics area.
  • Participation as consultant SAP Logistics (MM, SD) in the project for the company URVINA, an auxiliary automotive industry, sited on Zaragoza.

PICKING PACK (2005 - 2006)

IT Director

Budget Management, Negotiation with suppliers, Coordination internal team, Management IT outsourcing, Technological project coordination. Spain representative at International IT Steering Committee

Tasks & Projects

  • SAP Server Migration from USA to Europe.
  • Web applications Improvement: online store, extranet, Intranet, eVIP.
  • SAP Project leader of Spain Roll-Out within the international SAP Picking Pack project.
  • Full computer infrastructure and telecommunications update.
  • Internet B2B Server Implantation for electronic orders.
  • Micro-informatics Services coordination for Picking Pack Corporate.

Achievements

  • I reduced errors and sales orders process time using B2B platform.
  • I trim down maintenance hours and incidences due to implanting an it-systems strategic plan.
  • I negotiated a SAP licenses cost reduction around 17%.
  • I improved the organization IT department perception when I got a ticket management system based on Service Level Agreements.

ELTEC (1999 - 2000)

SAP Logistics Consultant

Functional person in charge of Sales Area systems

Tasks & Projects

  • Sap-sd module Maintenance and new developments.
  • Analysis and implementation of the computer science projects, the departments of Marketing, Pre-Sales, Commercial Administration and Financial Management.

Achievements

  • I facilitated a project smooth closing at the end of the DMR SAP project, acquiring the necessary know-how for later maintenance.
  • I improved the IT reporting system.

ARTHUR ANDERSEN (1998 - 1999)

SAP Project Leader

Person in charge of IT managing projects.

Tasks & Projects

  • Coordination of the Commercial SAP project for IDESA, perfume distributing company of group FINAF 92. In charge of a team of 3 programmers ABAP, 4 consultants and 1 person of the company.
  • Project coordination of logistic and commercial system EDI, with EDIWIN tool and Sap-idoc.
  • Sales Force Automation Project Management based on VINCLE. Integrates VINCLE to SAP.

Achievements

  • I promoted a work collaboration climate to a multidiscipline people team (EDI, VINCLE, SAP...).
  • I automated in real time the warehouse transfer order management to the logistic Operator.

ATOS ORIGIN (1994 - 1998)

ECommerce Technical Manager/Analyst EDI

Service Manager for “EDI outsourcing". Person in charge of Iberia technical people team (Spain and Portugal) in the electronic commerce area. Standards Definition for communications (V.A.N.) and software election.

Tasks & Projects

  • EDI Projects: INTRASTAT, SONY, Santander Bank, U.P.C., Philips...
  • Iberia Representative for EDI Worldwide Millennium Project of Philips, to assess impact of year 2000 in EDI systems.

Achievements

  • I implemented a new EDI outsourcing service; fast deployment with little investment cost.
  • I extrapolated the project to other Europe countries.

PHILIPS IBERIA (1991 - 1994)

Analyst Programmer

Analyst-programmer on ADABAS/NATURAL and SQLWindows object oriented programing framework.

Tasks & Projects

  • Development and analysis of programs in PC/VAX/IBM-Mainframe platform on ADABAS/NATURAL, COBOL, SAS and SQL-Windows.