Lead Service Delivery - Americas

• Jul 2021 - Present

Service Delivery Escalation Manager

• Feb 2020 - Present

Service Delivery Team Lead

• Sep 2018 - Dec 2019

• Lead and support the service implementation team being an active member as well, reporting directly to the manager of the area. • Monitoring of the total sector orders and first point of internal and external Escalation. Reference of the area for other sectors working daily with us (supplier relations, sales, project managers, NOC, CSC, Finance). Everyday tasks as described in SDM role are added.• Solid knowledge of the telecommunications market and South American leading carriers in each country and their internal processes of project implementation.• Implementation of strategic projects of global major carriers such as AT&T, BT, Verizon, NTT, Tata, OBS with verifiable references.• Direct contact with project leaders of providers across the continent and commercial managers for escalations.• Development and monitoring of Forecast & Monthly Breakdown report.• Assigning orders to the team, taking into account the equitable sharing and according to each member capabilities. Segmenting by client / project.• QA assessment of the development of orders of each member of the team, putting the focus on customer orientation.• Preparing KPI reports for tracking orders on hold ensuring that the equipment works them proactively, no matter from who is the responsibility of the order status.

Service Delivery Manager

• Jan 2016 - Sep 2018

• Implementation on time and shape of managed Internet services in Latin American market and occasionally in the North American region. • Direct contact and reporting to project managers and end users. Sending and loading system orders, updating it and load technical data services once circuits are delivered.