VP service delivery

Deric Villanueva

Fall City, WA ***** • 425-***-**** • ******@*****.*** • LinkedIn Profile

PRINCIPAL PROGRAM MANAGER – TECHNOLOGY, OPERATIONS & SERVICE DELIVERY

Accomplished and results-driven technology and team leader with over 15 years of global experience managing complex programs, service delivery, and IT operations, coupled with diverse and distributed engineering teams. Expert in spearheading strategic initiatives, optimizing operational effectiveness, and driving cross-functional collaboration. Adept at leading transformational change, managing budgets, and implementing Agile methodologies to achieve business objectives and consistently improve customer satisfaction.

CORE COMPETENCIES & SKILLS

● Program & Project Management: End-to-end project lifecycle management, strategic planning, risk mitigation, and continuous improvement.

● Cross-Functional Leadership: Proven ability to lead global teams, manage vendor relationships, and drive stakeholder alignment.

● Operational Excellence: Process improvement, service delivery optimization, budgets, resource allocation, and cost control.

● Agile & Change Management: Expertise in Agile, Scrum, Kanban methodologies; experience in transformational change and operational realignment.

● Executive Communication: Effective presentation development, workshop facilitation, and stakeholder reporting to drive informed decision-making.

● Technical Proficiency: Cloud solution architecture, IT service delivery, and integration of technical and business objectives.

PROFESSIONAL EXPERIENCE

PivotalBuild., Mercer Island, WA

Head of Product, Part-Time, non-paid December 2024 – Present

● Launched development for this pre-funding startup on two engineering tracts

● Maximized future product value for the target market

● Casting the product vision and determining the development roadmap

● Initiated a customer engagement program

● Communicate with all stakeholders to promote clarity and alignment

● Owns backlog development and maintenance

● Implementing an Agile (scrum) development process with a new engineering team Espira Solutions., Kirkland, WA

Sr Dir of Client Success, Part-Time October 2024 – June 2025

● Develop IT service desk solutions based on the Espira.io platform

● Ensured delivery of services to clients based on the SOW

● Measured and reported KPIs for Helpdesk/Incident Response managed service delivery

● Implement recurring engagement initiatives with Espira clients to drive operational transparency, service delivery alignment, and continuous improvement.

● Cultivated client relationships to seek additional opportunities and expand client contracts

● Represent the voice of the customer to the Espira management and leadership team. Scalable Security (ScaleSec). San Diego, CA

Sr. Program Manager Security Operations Center, Part-Time April 2024 – February 2025

● Built security engineering team for the ScaleSec-managed SOC.

● Defined and documented processes and procedures for Incident Response, Threat Hunting, and Vulnerability Management services.

● Implemented programs and initiatives to drive transparency, team alignment, and continuous improvement.

● Instill a cultural transformation within the offshore team and facilitate their integration into the end client’s security operations.

● Implemented metrics and KPI development for BI reporting from the SOC Cascadeo Corp., Seattle, WA

Vice President of Service Delivery 2022 – 2024

● Directed the operation of cloud services delivery across North America and the Philippines, developing SOWs, project success plans, and aligning service delivery with market demands and client initiatives.

● Directed CSIT managed services team for helpdesk and incident response

● Achieved 40% per-deal profit margins by optimizing resource allocation and improving delivery practices with stakeholder feedback.

● Implemented recurring employee engagement initiatives (all-hands meetings, town halls, AMA) to drive program transparency, team alignment, and continuous improvement.

● Owned budget management, headcount planning, and vendor partnerships for Service Delivery Operations.

● Cultivated client relationships resulting in annual service renewals for large-scale accounts.

Sr. Director – Global Consulting 2019 – 2022

● Built and scaled a professional services engineering team for global delivery of cloud IT services.

● Provided pre-sales consulting for Globe Telecom’s enterprise sales group.

● Managed projects for premier customer data migrations, cloud cost reduction, and process improvements.

● Achieved a 20% increase in resource utilization and commensurate revenue growth using a continuous improvement program.

● Developed strategic training and onboarding programs to reduce attrition and enhance performance, directly aligning with transformational change and leadership through influence.

CenturyLink Cloud & CenturyLink Public Cloud, Bellevue, WA Director of Engineering / Director of Customer Experience 2015 – 2019

● Directed multiple engineering and DevOps teams across global locations, ensuring seamless collaboration and operational excellence in data analytics, cloud infrastructure monitoring, and customer experience (portal development).

● Created nearly $1 million in annual savings for CenturyLink, leveraging telemetry data, process automation, and internal workflow improvements.

● Launched customer-centric programs and daily cross-departmental standups to drive integrated service delivery and enhance NPS scores by 10%.

● Coordinated vendor partnerships and resource allocation, aligning with key program management competencies such as risk management, stakeholder engagement, and cross-functional collaboration.

F5 Networks, Seattle, WA

Product Development Manager 2012 – 2015

● Managed the full lifecycle of software engineering projects, directing engineering teams to deliver BIGIP features and improve operational efficiency.

● Leveraged Agile and Scrum methodologies to boost delivery velocity and achieve consistent on-time project completion, meeting high-level strategic goals.

● Launched a 0-1 product initiative with a new development team Swype (Acquired by Nuance Communications), Seattle, WA Sr Program Manager / Director of Operations 2010 – 2012

● Owned global linguistics and keyboard development initiatives for Swype mobile keyboard, ensuring rapid delivery of market-driven products through Agile/Kanban processes.

● Built and maintained strong OEM partnerships and vendor relationships to support product adoption and predictable delivery of keyboards.

● Implemented process improvements with partners, resulting in increased Swype adoption and expedited product delivery timelines. Additional leadership roles include: Group Program Manager at Microsoft, Director of Program Management at Talyst, Director of Engineering at Aventail, and Product Manager at WRQ.

EDUCATION & CERTIFICATIONS

● Coursework: University of Washington

● Certifications:

Microsoft Management Excellence Workshop

AWS Cloud Practitioner Certification (Expired)

LEADERSHIP & RECOGNITION

● Representative Leader for Cascadeo’s "Ka Globe" program (2022)

● Winner of the Microsoft Gold Star bonus (2009)

● Co-Chair, IETF Working Group (RFC 1647 and RFC 2355)

● Leader of the Aventail India Development Center – “Best Team 2007”

● Founder, non-profit organization "Mitra"

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