Customer service manager

Dorival Gonçalves Pimentel Jr.
Nationality: Italian & Brazilian. Mobile: +34 634211849 dorivalpimentel@yahoo.com
Languages: Fluent English, Spanish, PT, Br PT. Italian (intermediate to fluent). 

PROFESSIONAL PROFILE
IT services professional with extensive experience in several IT environments, specifically in multiservice projects in Tier 1 companies. Skilled in performing the management of various transformation process projects (ITIL environments, including Service Desk, from 1st to 3rd level resolution, IT best practices, Application management development and IT methodologies like, LEAN IT, Project management “Waterfall” and Agile / SCRUM / Kanban). Present an international experience (EU, US and LatAM) in IT Outsourcing, IT Consulting, ITIL management & processes, Program management (Application Dev. & Package Implementation; Transition & Transformation), People management including a large exposition to the Multicultural professional services environments.
CORE COMPETENCIES
Service management; teamwork builder; Team coaching; Large exposition (20 years) being the Customer´s reference inside the Delivery organizations, by the Delivery Executive, the Account manager, the Service manager, the Program manager roles, sustaining / evaluating  the Customer´s point of view into the Global ITO providers; Large experience of Crisis management; Digital transformation processes and relationship management on a Customer level, board level and employee level. Through my experience, working in IT covers production, support, application development, consultancy, project management & BD.

Work experience:

Logicalis September 2018. (Madrid – ITO business – CTO support)
International Sr Service Manager (Project, Transitions & Service management).
ITSM and Offering Workflow management tool implementation (based on Servicenow); Managing a kind of  resources like : ITIL, Service Desk, AppDev, Servicenow tool Administration. Besides that, I am  managing Contracts, Clients and Service Managers, under the Nearshore concept, from Spain to Europe). 
ITIL process owner for Incidents, Requests, CAB, Changes, SLAs & the Delivery itself.
Stakeholder for Global IT projects; Internal Systems SDM.

August 2016 to March 2018. (Barcelona - Consultancy business)
 
1)	Unisys (European Community Agency - Intellectual Property – EUIPO)
Senior Consulting manager (20 resources. Distributed environment.   Managing the resources remotely from Spain to 14 distinct European countries).

2)	Self Employed. 
• 2.1) Service / Process management & people manager 
• 2.2) Service management & people manager (Distributed environment with Omnichannel. Application Development with Agile. Managing the resources remotely from BCN to India, using the Servicenow ITSM tool.) 

IBM April 2010 – August 2016.
Global Delivery Centers - CZ Republic - Barcelona - Poland - Madrid – Slovakia - Brazil

Senior Service Availability Manager (Logistics & Government business).
• Service Management activities under ITIL model, being responsible for the relationship
between the technical teams & the Client (Sweden) requests, with the use of Servicenow.  

E2E Regional Program Manager for Iberia & LatAM. (Insurance business).
• Execution of a Liaison role for a Global Project, considering the IT Infrastructure scope and managing a set of activities for both Transition & Transformation (Iberia & LatAM) and Migration & Consolidation (Global scope).

 DPM - Delivery Program Manager (Government and Manufacture business).
In charge of business transformation between the Poland Delivery Centre and both BCN,
UKI regions, taking responsibility for example:

 DOU/SOW documents approval for transition and regular services phases.
• Participate by one active way with Projects Portfolio, supporting the all transition activities.
• Provide account leadership to the delivery team to develop program, project, product
and business strategies, implementing resulting solutions to meet contract deliverables.
• Responsible for tracking and reporting service level attainment/objectives specified in
Service Level Requirements.

Senior Service Delivery Manager. (Telecom triple play business).
Performed the transition and BAU activities, doing the liaison role between the IBM Delivery    Centre, the client’s office, and the five client’s providers.

IBM Global Account. (CTO support business).
 EMEA competence lead desk side services (Program management. Workplace management, Internal IT activities, User´s IT support).
Responsibilities: Management of EMEA requests concerning hardware and software. Technical support management role for all IBM EMEA notebooks and printers.
EMEA DPE for Computers and Collaboration (Program management. Software Development & implementation, Asset management).
Responsibilities: Involved in software project management on the EMEA level for App. development, as well as managing backup software tools, operational systems, IP telephony and new mobile application services (managing resources from DE). On the asset side, I was working at the EMEA Printing Architecture / new printer acquisition, externalization of printing services and notebook production & distribution. (Managing SDMs from India). 

Delivery Program Manager. (Life Sciences / Pharma business).
• Project management activities for a global account, oriented to the Transition & Transformation (process redesign) from other IBM GDC to the PL GDC, working together with the Client Global PMO.

 Delivery Project Executive. (Telecom Business – Landline and Mobile Operator).
• Delivery management activities like liaison role, costs, SLA achievement, resource management, business transformation (from Mainframe to distributed architecture) and contract negotiations, considering contract´s responsibility in Brazil / Spain (Telefónica).

Self-employed (Spain / Portugal). November 2008 - March 2010.
Business Transformation Consultant (ES & PT) Customer Experience Approach
Define a Customer experience strategy, working together with business development in relation to innovation processes / process redesign and Lean IT / ITO delivery models.

Fujitsu. Service Management Manager.  (Madrid - Telecom Business - Telefónica)
November 2007 – September 2008 
• Responsible for the delivery management of IT services in some distinct business areas such as landline, hosting, mobile, and networking. Working on the transition phase for transfer the service from 18th third party providers (3 distinct Ticketing tools).
• Managing several kind of distinct resources (14 FTE), including continuous improvement (Lean IT) consultants, Service Delivery managers and third-party IT suppliers.
• Liaison with client focal points (director / CIO level) in order to achieve both SLA / KPI while carrying out risk management tasks and business transformation. 

Capgemini. Senior Manager. (Spain).
November 2005 – November 2007. -Business Development. Telecom Business.
Building customer relations; answering RFPs; presenting to potential customers; designing business solutions and liaising with technical teams.
- BU Service Delivery Manager Hardware / Software manufacturer, Banking, Chemistry, Pharma, Automotive and Telecom businesses.
• In charge of the production for international customers covering technical support, IT systems support, contact center and IT infrastructure services from Spain to Europe performing the “Right shore” model; Responsible for 270 resources.
• Responsible for the Business Unit P&L, including EMEA customers such as GM / Opel, Lilly, Kemira, Vodafone and SUN Microsystems EMEA;
• Responsible for people management, including service delivery managers.
• Pre-sales and BID manager support in the “Right shore” model.
• Providing coaching, mentoring, conflict situation management and action plans to the management team in order to achieve the SLAs.
Service facts:
• P&L margins increase with upper results for the EMEA projects.
• No attrition from the management team and increase customer’s satisfaction.

-IS Applications Manager: Santander Bank. (Banking business).
Applying a change management program in order to redesign the application development process, oriented to the relationship with software factories (Java, Cobol, etc). 

Portugal Telecom/TMN. (Lisbon) 
June 2001 – November 2005. Program Manager. Triple play operator.
Corporate IT program management activities, including the reporting to the CIO.
Key projects:
• Providing innovative services and liaison activities on an international level in order to implement a new software package: billing (Geneva / Convergys) and mediation systems.
• Managing an Internet Mobile Portal taking into consideration content and application development for a market of 5 million customers.
• Brazilian assignment: Develop a new Enterprise Architecture design for the VIVO´s CIO.
• Corporate program of projects including certification for ITIL, CoBIT, BS 7799 and SOX.

IBM Global Services. (Brazil) June 1999 – June 2001. 
DPE, Delivery Project Executive. Manufacture, Credit Card and Retail business.
Liaison; IT transitions to the IBM Data Centre.
• E-business customers: liaison activities for critical mission Internet Portals including own responsibility for the transition phase, with DC space & tech features definition.
• US Assignment (RTP – North Carolina, USA):
My business unit assigned me for one worldwide IBM Telecommunications deal activities.

Atos Origin. (Brazil). IT Consulting Manager. June 1994 – November 1998. 
Health Insurance, Domestic Appliance & Logistics business.
• Reengineering projects: People management, application development, software package implementation. Reporting to the Head of Consulting.  Responsible for 8 resources.
• In charge of an EDI team, people management, offering management and Sales.
• The Netherlands assignment: Global EDI project development at Eindhoven, NL.

Several roles. (Brazil) June 1985 – June 1994.
Banking, Manufacture, Building, Research and Electric Power business.
• Roles: Project management; IT Consultant; IT System Analyst; Database / Operational System Administrator; IT programmer; Scheduler.

VOLUNTARY ACTIVITIES
• Portuguese language teacher; Coaching.
• IBM sponsored lecturer at Universities for inform / teach about the ITIL model.

EDUCATION
ITIL: V3, Lifecycle certification for: Service Strategy, Service Design, Transitions.
PUC – Catholic University – Institute of Computer Science, Campinas, Brazil.
Master of Science in Information Management
Achievements: For the Information Systems Management module, I developed a subject called “Innovation’s integrated model for an IT perspective”, where I incorporated disruptive and sustaining innovations approach based on Clayton Christensen concepts.
Systems Analysis
• Specialization: “Lato Sensu”. Client Service’s Architecture. 360 hs.
• 4 years Bachelor of Science Degree.
Fundação Getúlio Vargas (FGV), São Paulo, Business reengineering.
COURSES
Azure, IBM, AWS:  Cloud Fundamentals; SCRUM; IBM Design Thinking, IBM Chatbots. ITIL Service Transition; IBM Basic Blue leadership; IBM Governance Workshop for Global / Regional Customers; Innovation Workshop: Basadur’s creativity model; Lean IT Service’s Champion accreditation: practice and pilot deployment.