Camilo Rivera

About Camilo Rivera

I am a Bilingual ITSM & Service Delivery Leader with over 15 years of experience bridging the gap between technical operations and business strategy across the Americas.My career is built on a simple premise: IT should not just support the business; it should drive it. Currently based in Raleigh, NC, and authorized to work in the US, I specialize in transforming traditional IT operations into agile, user-centric service models.Throughout my trajectory in multinational environments like Holcim and Quala, I have led cross-functional squads and managed global MSP vendors to deliver operational excellence. My focus is on implementing Service Integration and Management (SIAM) frameworks that unify regional teams and optimize resources.Key Highlights of my approach:Strategic Transformation: I move beyond basic SLAs to focus on User Experience (UX). Recently, I spearheaded a strategy that improved regional NPS from 19 to 46 in just two years by redefining how we measure success.Organizational Leadership: I have successfully unified diverse teams (I&O and Digital Centers) under single governance models, reducing redundancies and ensuring consistent service delivery across LATAM and North America.Business Enablement: I view IT as a growth partner. I have led the definition of ITSM activation protocols for M&A, ensuring that new business acquisitions are integrated smoothly and efficiently.Core Competencies: IT Service Management (ITSM) • ITIL v4 Strategy • Service Integration (SIAM) • Vendor & MSP Management • Agile & DevOps Transformation • User Experience (UX) Strategy • Cross-Cultural Leadership.I am passionate about building high-performance teams and driving continuous improvement.

Experience

1. Itsm Squad Coordinator

   Holcim ADC

   Jun 2025 — Present

   Coordinates ITSM teams across the region, ensuring the proper execution of IT service processes, standardization, continuous improvement, and user experience excellence.Organizational Unification: Successfully unified the I&O and ADC (Americas Digital Center) ITSM teams under a single governance model, reducing redundancies and significantly improving service consistency.Strategic Transformation (UX KPIs): Led the shift from traditional operational metrics to a Service Experience Index, redefining success metrics to capture true user perception and business value.M&A Strategic Enablement: Led the definition of the \"ITSM Activation Procedure for M&A\" establishing a standardized protocol for integrating new acquisitions. This ensures critical IT service availability and aligns with the company\'s growth strategy.

Education

• Escuela Colombiana de Ingeniería Julio Garavito

  Preparación para el examen de Certificación Internacional PMP, Gerencia de Proyectos

  2014

• Fundación Universitaria San Martín

  Ingeniero de Sistemas

  2008

• Aden Business School

  Programa de Desarrollo Gerencial

  2013

• Universidad de La Sabana

  Metodologías Ágiles e Innovación en la Organización

Skills

• Oracle
• Sql
• Microsoft Project
• Java
• Administración Y Dirección De Empresas
• Mysql
• Gestión De Proyectos
• Liderazgo De Equipos
• Planificación Estratégica
• Inteligencia Empresarial
• Project Estimation
• Communication
• Bilingualism
• Pmp
• Desarrollo De Software
• Estrategia Empresarial
• Microsoft Sql Server
• Consultoría
• Management by Objectives
• Project Management
• Team Leadership
• Certificación Pmp
• Gestión De Proyectos De Software
• C++
• Pl/Sql