Service Delivery Manager

THIAGO MAIA GOUVÊA ALVES

Brasilian, born **/**/**85 Rua Penedo, 300 – AP 195A

Phone: +55-12-991****** São José dos Campos – São Paulo – Brazil E-mail: ************@*****.***.**

Professional Skills

IT Manager with 15 years of experience and strong knowledge of Automotive Industry and Manufacturing having worked for PSA Peugeot Citroen, Volkswagen Truck and Buses, Jaguar Land Rover and currently in Embraer. Management experience in Infrastructure and Application, managing services related to End User, Network, Data Center, Manufacturing Systems, Plant Floor Devices, Legacy Systems and SAP. Solid experience in Service Delivery, Supplier management, Contract Management and Services negotiation/RFQs. Project Management skills for business as usual and turnkey projects. Had delivered several projects in different companies, including very complex setup of Data Center in new Jaguar Land Rover manufacturing plant in Brazil. Ability to work independently and often autonomously, managing projects and teams remotely. Years of experience providing management for services and teams allocated in others states and country. Developed strategic thinking and planning focused in business needs.

Ability to assume responsibility for management of the overall team providing both leadership and technical guidance. Set SMART targets and objectives for team and deliver results. Coaching and mentoring for team members to be a high-performance employee through motivation, assessments and continues development. Continuously development behavior, having to 2 master’s degree courses, Executive MBA and IT Certifications (ITIL, Cobit, ISO 20000, ISO 27002, Green IT and Agile Scrum). Exceptional communication skills and the ability to explain complex IT concepts to non-technical clients.

Experience with multicultural teams, having worked with French, German, Indian and British culture. Professional Experience

Tata Consultancy Service – Embraer

Oct. 2018 / Today

Cargo: Service Delivery Manager

Service Delivery Manager responsible for all TCS deliveries at EMBRAER, including SAP enhancement Projects, PMO activities and Carveout project. Managing Team of Architects, Functional Analysts, ABAP Developers, PMO and Project Managers.

Owner of the escalation process taking the ownership of account problems to ensure coordination of resolving parties, effective communication to stakeholders.

Monitor, control and support service delivery, ensuring systems, methodologies and procedures are in place and followed. Maintaining high performing service. Accountable for the quality of Service and performance, ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems. Drive internal and third-party service review meetings covering performance, service improvements, quality and processes Meeting Support. Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services. Provide regular and accurate management reporting on IT Service performance. Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment.

Excellent control of costs and expenses with the allocations in the projects. Tata Consultancy Service – Jaguar Land Rover Client Jan. 2016 / Sep. 2018

Role: Service Portfolio Manager

Service Portfolio Manager responsible for entire IT Operation in JLR Brazil. Managing teams and services (CISCO Network, Servers PSeries – Vblock & Storage DELL/EMC, VMWare Virtualization) in 3 different cities. Defining, delivering and managing the processes and procedures for IT Service Management. Defining and managing the service management KPI’s, metrics and reporting for various levels of audience including IT Leadership and Business Senior Management. Ensuring the delivery of optimal results within appropriate metrics, including quality, quantity, timeliness, productivity and customer satisfaction. Incident management applying market good practices. Problem management with root cause, trending and preventive actions.

Developing and managing the communication channel for service management. Monitoring and tracking vendor SLA’s against their performance. Developing, implementing, and maintaining service level objectives/agreements that support the business needs. Manage relationships with delivery teams and partners, hold regular service delivery reviews.

Drive and manage a highly effective controls environment covering change management, production implementation, compliance and audit controls, and business continuity. Understand and identify opportunities to improve support costs (people, infrastructure, applications). Focus on process improvements to lower operational, reputational and proprietary risks. Oversee system, project and technical interface integration to ensure efficient operations and high-quality client support and service.

Experience with multi-cultural, managing resources from different locations. Managing Indian expats in Brazil and working with teams in UK and India.

Oct.2014/ Dec.2015

Role: Project Manager

Infrastructure Project Manager for New Jaguar Land Rover Manufacturing Plant in Brazil. Project scope implemented:

• 2 Modular Data center from IBM and all facilities involved (UPS, Diesel generators, Air conditioning and monitoring systems);

• Compute Platform from DELL/EMC (Vblock, VNX and Storage);

• VMWare Vcenter deployment;

• IBM Pseries (AIX) for SAP EWM;

• Backup solution in Both PMDC's and third site in UK using Data Domain technology;

• Active directory;

• High availability and resilient environment.

Develop and maintain a customer-focused relationship with business stakeholders and external vendor partners by exhibiting a high level of collaboration, timely communication and responsiveness. Worked with cross functional teams to develop, manage and track classic project management deliverables including: schedules, budget, scope, change management, resource allocation plans, risks and issues, and executive status reporting).

Actively identify, manage and escalate (as needed) project risks and issues, navigating a complex organization to facilitate the resolution of these risks.

MAN Latin America

Jun. 2012 / Oct. 2014

Role: End User Services Coordinator

End User Services Coordinator for 8 sites in Brazil and 1 site in Mexico managing services for approximately 3000 users.

Managing teams providing services related to:

• Service Desk and Filed Services;

• Printing Solution;

• Access Control Equipment;

• Mobile Services;

• Software and Asset management;

• Datacenter management.

Projects delivered:

• Yearly Rollout and Disposal of end user equipment;

• Windows 7 migration project;

• EMC Storage Management and AVAMAR Backup Solution;

• Rollout of New Printing Service.

Governance activities based on ITIL providing best practices in daily business as usual deliveries. Providing weekly, monthly and yearly reports related to services provided. Experience with multi-cultural and multiple locations teams, managing resources from different locations. Worked with central teams from Germany.

Ago. 2009/Jun. 2012 - Carese Pintura Automotiva LTDA (Support Analyst) Abr.2008/Ago.2009 - IPPEPI (IT Technician)

Jan. 2008/Abr. 2008 - Job Informática (IT Technician) Out. 2006/Dec. 2007 - Itatinet (IT Technician)

Out. 2005/Set. 2006 - PSA Peugeot Citröen do Brasil (Trainee) Mar. 2004/Set. 2005 - ICS Informática (IT Technician) Education

Executive MBA in Business Management / FGV (Fundação Getpulio Vargas) – Rio de Janeiro – 2015 to 2016. IT Governace Master Degree / SENAC (Serviço Nacional de Aprendizagem Comercial) – Rio de Janeiro – 2012 to 2013.

Management of Information Systems Master Degree / UFLA (Universidade Federal de Lavras) - Lavras – 2009 to 2010.

Information Systems Graduated / AEDB (Associação Educacional Dom Bosco) - Resende - 2004 to 2007. Qualification

ITIL Foundation (2011 Certified);

Cobit 4.1 (Foundation Certified);

Green IT Citizen (Foundation Certified);

ISO 20.000 (Foundation Certified);

ISO 27.001 (Foudation Certified);

Scrum (Foudation Certified);

Language Skills

Portuguese (Native);

Advanced English (TOEIC Certified).

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