Alan Villarreal

Senior Service Delivery Manager @Finastra

Guadalajara, MX

As an SDM, I´m the vital link between our clients and operational delivery teams. we are guiding them through the onboarding/implementation process and all sales cycle stages to provide governance ensuring a smooth transition and successful onboarding phase. Priority on service management, incident and change management, and continuous improvement. Focusing on client satisfaction will drive our success.Own Customer Support and Implementation: Work across multiple applications and environments (Lending) to ensure seamless service delivery. Be accountable to C-Suite executives.Build Strong Client Rapport: Foster relationships with key stakeholders, monitor services proactively and drive continuous improvements for high SLA achievements and client satisfaction.Lead Service Delivery Meetings: Chair regular meetings with clients, manage follow-up actions (software updates, upgrades, contract renewals), and uphold service excellence.Act as the primary contact during Major incidents and escalations.Review and provide regular service reports, ensuring data accuracy and completeness.Ensure the service provided aligns to contractual obligations and manage change control processes.Report on individual client portfolios bi-weekly/monthly (Service Management Reporting, Open Service Requests) to facilitate discussions on prioritization.Support Pre-Sales Efforts: Leverage expertise in next-generation services (Fusion Transform, LMS, Fusion Select) for new and existing customers.Unlock growth opportunities by identifying value-add capabilities to deepen customer relationships within the existing base.Implemented client feedback programs, identifying opportunities for service enhancements and driving continuous improvement efforts.Improved service quality, addressing client concerns promptly and professionally.Led cross-functional teams to achieve project goals on time and within budget.

Universidad de Guadalajara

Associate's degree, Empresa, gestión, marketing y disciplinas afines

Universidad Autónoma de Guadalajara

Bachelor of Engineering - BE, Systems Engineering

Universidad Cuauhtémoc

Bachelor's degree, International Business

Universidad Cuauhtémoc

Bachelor of Business Administration - BBA, International Business