Viviana Torres-Medina
Service Delivery Manager @RELEX Solutions
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WORK HISTORY
Service Delivery Manager @RELEX Solutions
Miami, FL, US
Ensure the RELEX system remains fully operational and available, addressing customer system-related issues promptly and in alignment with SLAs to maintain service excellence.• Manage and lead environment changes, including disaster recovery, development, deployment, configuration, incident resolution, and problem management, ensuring minimal disruption to operations.• Conduct recurring meetings with LATAM and US-based customers to align on project timelines, technical validations, and ongoing support needs.• Maintain and organize Confluence documentation for internal and external stakeholders, enhancing transparency and knowledge sharing across global teams.
EDUCATION
Arizona State University
Master's - MLM, Leadership & Management
South Texas College
Dual Enrollment
The University of Texas at Austin
Bachelor of Science - BS, Advertising
International Baccalaureate
High School, International Baccalaureate Diploma
ABOUT VIVIANA TORRES-MEDINA
Bilingual Service Delivery Manager specializing in IT Service Management, Customer Success, and Change Management. I bring experience in leading technical projects, managing system performance, and driving service delivery excellence within complex SaaS environments. At RELEX Solutions, I oversee customer deployments and ongoing service operations, ensuring reliable performance through structured change management, process optimization, and cross-functional collaboration. With a strong foundation in ITIL practices and client engagement, I focus on bridging business needs with technical execution to deliver scalable, data-driven solutions that improve efficiency, resilience, and customer satisfaction.
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