Miguel Silva

WORK HISTORY

EDUCATION

ABOUT MIGUEL SILVA

I am a Portugal-born, UK-based Implementation Manager with over 15 years of international experience across customer support, service operations, and delivery leadership. My career progression from frontline Support Agent to Support Leader and now Implementation Manager has provided me with end-to-end visibility of the customer lifecycle and a strong operational foundation for delivering successful client outcomes.I began my career in customer-facing technical support, developing deep expertise in incident resolution, service quality, and customer experience optimisation. I later progressed into leadership roles, where I managed and developed support teams, implemented performance frameworks, and drove measurable improvements in service delivery, operational efficiency, and customer satisfaction metrics.In my current role as an Implementation Manager, I lead client onboarding and project implementation initiatives, coordinating cross-functional stakeholders, mitigating delivery risks, and ensuring structured, on-time roll-outs. I focus on translating business requirements into executable implementation plans, streamlining processes, and establishing scalable delivery practices.I perform best in fast-paced, high-change environments and bring a continuous improvement mindset to every engagement, with a strong emphasis on process optimisation, stakeholder alignment, and customer-centric delivery.