Alexandra Pedrazza

About Alexandra Pedrazza

As a people-first leader with a proven record of optimizing service delivery, I help high-performing teams implement complex systems with efficiency and excellence. Currently serving as the Director of Service Delivery for the SMB Canada market at SAP Concur, I lead a team of implementation experts who support small to mid-sized businesses through transformative technology deployments.My leadership style is grounded in respect, trust, and collaboration. I believe that when you invest in your people, they invest in the customer—and the results speak for themselves. I’ve led my current team to reduced hours per project by 38% and shortened implementation timelines by 22%, all while maintaining a CSAT score consistently above 95%.I’m especially proud of my work around employee engagement, where I’ve launched recognition programs, inclusive hiring frameworks, and cross-functional councils that improve how we communicate, celebrate, and grow together.I’m open to global remote leadership roles—especially in Europe—where I can continue building world-class teams that deliver exceptional outcomes and thrive in a culture of accountability and inclusion.Let’s connect if you\'re building something great and need a strong, strategic leader to help you scale it.

Experience

1. Director, Smb Canada Service Delivery

   Sap Concur

   May 2023 — Present · US

   Lead national implementation team supporting SMB clients across Canada, overseeing end-to-end service delivery for SAP Concur solutions-Improved operational efficiency by identifying bottlenecks and assisting in redesigning processes, resulting in-38% reduction in project hours -22% decrease in average implementation timeline -CSAT consistently above 95%-Designed and deployed people-first programs, including-Inclusive hiring practices and job descriptions -Rewards & Recognition program across teams -Employee Experience Council for D&I, comms, and changeBuilt a culture of accountability and coaching, earning a 100% leader trust score from direct reports.

Education

• Southern New Hampshire University

  Bachelor’s Degree, International Business

  2013 — 2015

Skills

• Sql
• Outlook
• Access
• Contract Negotiation
• Accounts Payable
• Accounts Receivable
• Process Scheduler
• Employee Training
• Payroll
• Analysis
• Windows
• Invoicing
• Strategic Planning
• Budgets
• Training
• Customer Service
• Business Analysis
• Team Management
• Databases
• Time Management
• Team Building
• Management
• Troubleshooting
• Accounting
• Microsoft Word
• Financial Analysis
• Account Management
• Financial Accounting
• Process Improvement
• Software Documentation
• Microsoft Outlook
• Data Entry
• Leadership
• Financial Reporting
• Budgeting
• Microsoft Office
• Microsoft Excel
• Powerpoint