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Lucas Lemes Ignêz
Senior Service Delivery Manager @Braze
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WORK HISTORY
Senior Service Delivery Manager @Braze
São Paulo, BR
As a Senior Service Delivery Manager, I lead Customer Onboarding and Technical Enablement initiatives in a B2B SaaS environment, with a focus on delivery predictability, risk mitigation, and accelerating Time to Implement (TTI).Key responsibilities:1. Leading technical and strategic onboardings for Customer Engagement platforms2. Managing complex projects across multiple channels (Email, SMS, Push, In-App, Web Push, WhatsApp, RCS)3. Coordinating cross-functional teams across Engineering, Product, Ops, Success, Sales, and customer stakeholders4. Planning and tracking milestones, risks, dependencies, and timelines5. Driving technical alignment with data and engineering teams, as well as integration partners (CDPs, APIs, SDKs)6. Facilitating kick-off, enablement, planning, and internal handover sessions7. Ensuring a smooth and structured transition to Customer Success teamsI work with a strong focus on execution, clear communication, and collaboration, ensuring customers achieve value from the platform as quickly as possible.
EDUCATION
AETAM - Associação Educacional Tecnologica Alvares Machado
Ensino Médio Técnico, Informática e Linguagem de Programação
FEI
Bachelor of Engineering - BE, Electrical and Electronics Engineering
Universidade Presbiteriana Mackenzie
Postgraduate Degree, Project Management
Fundação Bradesco
Technical Degree, Information Technology
ABOUT LUCAS LEMES IGNÊZ
I’m a Senior Service Delivery Manager in SaaS, focused on Customer Onboarding and Technical Enablement. I work with customers to activate complex solutions in a structured way, reducing time to implementation and operational risk.I lead cross-functional onboarding projects, aligning technical teams, product, operations, and customer stakeholders throughout the entire onboarding journey and the transition to Customer Success.I have experience with Customer Engagement platforms, technical integrations, messaging channels, and delivery processes in B2B environments.Areas of focus:• Customer Onboarding & Enablement• Service Delivery & Project Management• MarTech & Customer Engagement• Stakeholder Management• B2B SaaSI value clear communication, predictable delivery, and long-term relationships.
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