Antonio S.
SENIOR IT LEADER who helps COMPANIES and CLIENTS, by delivering and optimizing IT SERVICES; thus enabling them to EXCEED THEIR GOALS.
- Role
- Senior IT Service Delivery Manager (Infrastructure Applications) at Tec2Cloud
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Antonio S.
For the past 18 years, I´ve been managing multidisciplinary and multicultural teams…
Experience
Senior IT Service Delivery Manager (Infrastructure Applications)
Jan 2024 — Present · Dallas, TX, US
Strategically engaged in IT Service Management (ITSM/MSP) for a Brazilian company with a subsidiary operating in North America. In a customer-facing role, I successfully mobilize interdisciplinary teams to deliver software factory solutions, AMS (Application Management Services), and resource allocation. Proficient in ITIL, PMBoK, Scrum, and related frameworks.• Build and maintain trusted advisor relationships with stakeholders for clients in my portfolio.• Manage day-to-day operations, ensuring delivered performance meets Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and Key Performance Indicators (KPIs), aligned with client needs (CSAT & NPS).• Act as the lead point of contact for assigned clients, ensuring best-in-class service delivery.• Facilitate problem-solving and technical discussions between internal technical teams and clients.• Address and resolve operational escalations from clients, identifying root causes and providing timely updates and resolutions.• Lead Monthly Business Reviews (MBRs) for assigned accounts.
Education
FGV - Fundação Getulio Vargas
Executive MBA, Business Management
Pontifícia Universidade Católica do Paraná
Bachelor, Computer Systems Analysis
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