Alejandro Rodriguez

About Alejandro Rodriguez

Proactive ITSM Process Lead and ITSM Consultant with over 15 years of experience driving excellence in IT Service Management. Currently serving as an IT Global Process Manager, I lead a cross-functional team dedicated to service improvement, delivering scalable, value-driven solutions that align IT services with business goals.With 10+ years of deep expertise in the ServiceNow platform, specializing in Master Data Management, I have successfully supported global enterprises across pharmaceutical, insurance, and manufacturing sectors.Passionate about building products that users love and trust, I strive to empower people in their career journeys by crafting intuitive, impactful solutions.Outside of work, I’m an adventurous traveler (19 countries and counting) and an avid runner, always seeking new horizons both professionally and personally.Core Competencies: • IT Service Management (ITSM) • IT Process Management & Consulting • Process Improvement & Optimization • Project Management • ServiceNow Platform Expertise

Experience

1. Global Process Owner - Incident Management, Service Request Management & Event Management

   Takeda

   Nov 2022 — Present · Houston, TX, US

   As an IT Service Management Process owner specializing in Incident Management, Event Management, and Service Request Management processes, I am responsible for managing and governing ITSM processes within Takeda. This role entails serving as a liaison with other teams/functions, leading in a highly dynamic environment, and adjusting work priorities based on evolving business needs while ensuring GxP-compliant operations. I report directly to the Global Service Governance director.Key Responsibilities:• Responsible for Incident Management, Event Management, and Service Request Management globally, ensuring consistency and alignment across regions and teams.• Lead the Global Process Management Team on a global scale.•Lead the implementation and strict adherence of ITSM processes on a global scale, driving efficiency and reliability across the organization.•Lead the Major Incident Management team and act as the escalation point for major outages globally, ensuring swift resolution and minimal impact on operations.•Lead ITIL maturity audits, providing strategic recommendations to enhance ITSM practices and ensure continuous improvement.•Serve as an SME for Incident Management, Event Management, and Service Request Management, actively participating in related projects and providing expert guidance.•Oversee the creation, maintenance, and optimization of standard operating procedures (SOPs), policies, and documentation, ensuring accuracy, relevance, and compliance with industry standards.•Prioritize incoming demands for processes, providing strategic inputs for enhancements and improvements to optimize service delivery and customer satisfaction.•Provide guidance and support to the service delivery/operation team, including service providers, to ensure smooth process execution and stakeholder satisfaction.•Drive standardization of processes and best practices across all suppliers and stakeholders, fostering consistency and alignment with organizational goals.

Education

• Université de Rennes I

  Bachelor's degree, Ingénierie électronique

  2010 — 2011

• Universidad Regiomontana S.C.

  Engineer's degree, Mechatronics, Robotics, and Automation Engineering

  2008 — 2012

Skills

• Sql
• Itil Service Strategy
• Information Governance
• Unicenter Service Desk
• Service-Level Agreements (Sla)
• Ca Service Management
• Css
• Iso 20000
• Service Delivery
• Service Desk
• Javascript
• Technical Support
• Soporte Técnico
• Cmdb
• Vmware
• Service Level Management
• Sharepoint Administration
• Gestión De Servicios Ti
• Integration
• Active Directory
• Windows Server
• Business Relationship Management
• Object Oriented Design
• Operating Systems
• IT Leadership
• Integración
• Networking
• Html5
• Xml
• Itil
• Project Management
• Web Services
• Enterprise Software
• IT Service Delivery
• Jquery
• Knowledge Management
• Itil Process
• Service Desk Management
• IT Service Management
• Change Management