Experience

Banco Inversis

• Spain
• Investment Banking
• 200 - 300 Employee

• Director Soporte a Negocio

  • May 2023 - Present



ADP

• United States
• Human Resources Services
• 700 & Above Employee

• Snr Service Manager MS

  • Jul 2022 - Jan 2023

  • Service Manager managing a team of 15 people, supervision and control of the work carried out, reviewing the methodology used to guarantee compliance with the processes, quality and efficiency. • Prioritization of tasks, organization of work and distribution of the load in coordination with the Team Leads of the teams. • Establishment of objectives in line with the global goals and ensure their achievement throughout the year. • Continuous monitoring of service quality and customer satisfaction. • Responsible for the execution of the NPS analyzing the data obtained to improve customer satisfaction. • Carrying out analysis of customer needs and generating action plans to improve the service. • Management and escalation of third-level incidents and claims where necessary. • Identification of improvements in services, processes and products. • Execution of analysis of service performance statistics and root causes and implementation of resulting improvement plans. Show less



lyntia

• Spain
• Telecommunications
• 100 - 200 Employee

• Srn. Service Manager

  • Dec 2016 - Jul 2022

  • Srn. Service Manager dedicated to estrategic customer for the company, AT&T (EMEA), Vodafone (Spain), REPSOL (Spain), Verizon (EMEA), Orange (EMEA), T-Systems (EMEA), LEVEL 3 (EMEA), BT (EMEA), MasMovil (Spain) Aire Networks (Spain), TATA(Spain). Direct report to Manager O&M (EMEA). • Implementation ITIL procedures related to the management service, performing metrics of SLA´s, KPI´s and monitoring and analysis • Implementation and development of the Service Manager department. Definition of proceses and procedures in EMEA and LATAM. • Definition of KPI´s to be measured the trend of the customer. • Monitoring procedures and processes of incident management, problem management, network capacity, demand management. • Monitoring and analysis collaboration with internal departments to achive the KPI defined. • Generation of detailed reports based on ITIL making a face meeting with the customer to analyze the account. • Performance of network quality analysis proposing improvements plans. • Development and implementation of the customer relationship model. • Tracking sales planning and implementation of services. Show less



Colt Technology Services

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Service Manager

  • Jan 2009 - Jan 2016

  • Service Manager dedicated to estrategic customer for the company, Atos (Europe), Telefónica (Europe), AT&T (South region), Verizon (South region), Orange (South region), T-Systems (South region). Direct report to Manager región South of Europe.• Management multidisciplinary teams across Europe and India.• Design process and implementation, improvement plans. • Generation of detailed reports based on ITIL making a face meeting with the customer to analyze the account.• Identification and evaluation of possible new business opportunities with customer. Tracking sales planning,• Business development .• Renewal existing contracts and P&L• Monitoring procedures and processes of incident management.• Monitoring problem solving areas Planning and Management and Network Management.• Monitoring and analysis collaboration with internal departments to achive the KPI set by the company Show less

• Service Owner management

  • Jul 2002 - Jan 2009

  • Account management , identifying needs and customer satisfaction, reporting , direct report to Director South región of Europe, working with multidisciplinary teams across Europe.• Management customers, Hewlett-Packard, Bloomberg, BNP Paribas, Cable & Wireless, Bankia, Bolsas y Mercados Españoles(BME), IECISA( Informática del Corte Inglés).• Collaboration in the growth of the custmer´s account.• Face meeting with the customers, reception and management of claims second level. Show less



ALUA (Broadband Optical Access)

• Manager Service Delivery

  • Sep 2000 - Jul 2002

  • Manager of the department with ten peopel reporting to me, my direct report to Chief Operation Officer of Europe. • Involved in the design, planning and develop of European communications network based company connections via optical laser system. • Management of purchases and maintenance contracts with suppliers ( Lucent, Alcatel, Marconi) • Management anual Budget of 1M Euros and P&L • Project management, including quality management, cost management, delivery times and management staff assigned to projects. Show less



GTS/HERMES ERUROPE RAILTEL

• Manager of transmission

  • Jan 2000 - Sep 2000

  • Direct report to Chief Operations Officer in Spain. • Responsible for disign, planning and develop of local área network in Madrid, Spain. • Management of quality and confiability of the nertwork. • Management DR ( Disaster Recovery) • Negotiation with suppliers (Alcatel). • Direct report to Chief Operations Officer in Spain. • Responsible for disign, planning and develop of local área network in Madrid, Spain. • Management of quality and confiability of the nertwork. • Management DR ( Disaster Recovery) • Negotiation with suppliers (Alcatel).



Colt Technology Services

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Network Engineer

  • Mar 1999 - Jan 2000

  • Implementation local network in Madrid, Spain. • Responsible for the configuration and bring to the servce contracted services. • Operation and maintenance of equipment and telecommunications lines of the customer based on (SDH, DWDM, PDH, VoIP, Ethernet, VPN). • Implementation local network in Madrid, Spain. • Responsible for the configuration and bring to the servce contracted services. • Operation and maintenance of equipment and telecommunications lines of the customer based on (SDH, DWDM, PDH, VoIP, Ethernet, VPN).



T.M.I. TELEMEDIA INTERNATIONAL LIMITED

• United Kingdom
• Telecommunications

• Network Engineer

  • Feb 1996 - Mar 1999

  • Involved in international projects as part of multidisciplinary teams. • Implementation of services sold to customers (PDH, DWDM, Frame relay, VPN). • Responsible for the configuration and bring to the service of assigned projects. • Operation and maintenance of services implemented. • Involved in international projects as part of multidisciplinary teams. • Implementation of services sold to customers (PDH, DWDM, Frame relay, VPN). • Responsible for the configuration and bring to the service of assigned projects. • Operation and maintenance of services implemented.



Orange Business

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Network Engineer Coordinator

  • Mar 1994 - Feb 1996

  • Supervision and coordination of implementations of telecommunications services. • Coordination implementations in Spain. • Coordination and implementation of services for IMF (International Monetary Found), ASTA , APOLLO in Spain and Portugal. • Supervision and coordination of implementations of telecommunications services. • Coordination implementations in Spain. • Coordination and implementation of services for IMF (International Monetary Found), ASTA , APOLLO in Spain and Portugal.