Valdo Chaves
Manager, IT Operations @SGI
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WORK HISTORY
Manager, IT Operations @SGI
Regina, SK, CA
As an IT Operations Manager, I lead and manage a diverse and skilled team of approximately 25 professionals, including Service Desk, Operations Analysts, and Identity Administration teams. I ensure the seamless delivery and support of IT services and quick incident response critical to business operations.My responsibilities encompass overseeing day-to-day IT service management, including incident, problem, and change management, all aligned with ITIL best practices. I drive operational excellence by optimizing processes, implementing automation, and fostering continuous improvement initiatives across teams.I collaborate closely with business stakeholders and vendors to align IT operations with organizational goals, manage budgets, and ensure compliance and risk mitigation. By leveraging data-driven insights and performance metrics, I proactively address service challenges to enhance user satisfaction and service reliability.I am committed to building a culture of accountability, teamwork, and professional growth within my teams, ensuring high performance and a customer-focused approach in all operational activities.
EDUCATION
Universidade Federal do Paraná
Bachelor’s Degree, Electrical Engineering
ABOUT VALDO CHAVES
A quick-learning IT professional with more than 15 years experience in IT and passion for operational excellence and continuous improvement. I bring strong training and collaboration skills, adapting quickly to new technologies and business processes. With a focus on service management, client satisfaction, and team leadership, I thrive in dynamic environments that demand innovation, precision, and accountability.Proven success in ITIL-aligned incident, problem and change managementExpertise in managing SLAs, KPIs, and contracts to align with business goalsStrong customer service orientation with excellent communication and stakeholder engagement skillsLeadership of cross-functional teams, driving high performance and ownershipFocused on automation, standardization, and process improvement across service deliverySkilled in analysis, process documentation, methods, and reportingPositive, energetic, business-focused, and highly organized, with a strong sense of ownership and results-driven mindsetI build trusted relationships, foster continuous improvement, and ensure that service delivery consistently meets and exceeds expectations—always with the customer in mind.
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