Service Delivery & Operations Leader

Led end-to-end global service delivery for 4–6 concurrent accounts across government, healthcare, and industrial sectors in three countries managing $500K–$1M in contracted delivery. Built operational infrastructure including dashboards, forecasting models, KPI frameworks, and governance routines. Designed and implemented operational and financial dashboards improving projection accuracy by 25%. Led remote cross-functional teams of 15+ professionals establishing accountability and escalation protocols. Deployed SLA/KPI frameworks and executive reporting increasing client satisfaction to 75%. Introduced continuous improvement practices reducing rework and improving throughput. Managed senior stakeholder relationships and strengthened operational governance ensuring contractual compliance and business continuity.

Owned full P&L responsibility for service delivery division transforming an underperforming unit into a high-margin scalable delivery engine. Delivered 2,100+ hours of contracted services with 100% SLA compliance while sustaining 70% gross margins and achieving 25% YoY cost reduction. Achieved budget reduction and cost savings through resource allocation, vendor renegotiation, and workflow optimization. Increased team productivity by 30% via data-driven operational improvements and capacity planning. Built KPI dashboards and standardized delivery processes. Managed vendor relationships optimizing delivery quality and cost efficiency. Led operational transformation partnering with senior leadership on digital transformation and change management.

Expanded operational scope from Southern Cone & Andina to North America, scaling delivery frameworks and governance models. Maximized resource utilization to 75% through capacity planning and workforce management. Influenced budget allocation and vendor spend contributing to cost predictability and margin protection. Redesigned operational workflows and data governance improving standardization and performance visibility. Managed full vendor lifecycle ensuring quality standards and compliance. Served as primary operational interface managing escalations and maintaining alignment across time zones. Awarded Best Market Company 2021 for outstanding operational and commercial performance.

Owned end-to-end service delivery for named accounts across SMB and enterprise segments in corporate and education sectors. Managed platform implementation, client onboarding, adoption governance, escalation management, and account growth. Led platform implementation and go-live coordinating cross-functional stakeholders. Expanded relationships through upsell and cross-sell contributing to revenue growth. Optimized onboarding workflows reducing delivery cycle times and scaling service capacity. Served as escalation owner for complex client issues coordinating resolution. Tracked account performance using data-driven insights to manage account health and mitigate churn risk.

Sole owner of IT Annual Operational Program and onboarding initiative for 300+ new hires at Ernst & Young's Global Delivery Center. Coordinated delivery across IT, technical, and HR stakeholders. Managed vendor relationships for external certification programs ensuring quality and schedule adherence. Redesigned LMS architecture and content governance improving data integrity and reporting accuracy. Streamlined workflows eliminating bottlenecks and achieving 100% traceability in a compliance-driven environment. Coordinated with IT leadership, HR, and technical managers aligning program delivery with workforce planning and compliance requirements.

Owned budget management and coordinated operational delivery across multiple business units. Led legacy-to-modern system transformation redesigning enrollment and billing workflows into scalable automated processes achieving 40% improvement in budget allocation efficiency. Coordinated onboarding for 600+ employees aligning cross-functional teams and vendors. Managed vendor relationships ensuring service quality, cost control, and schedule adherence. Established operational reporting and governance frameworks improving delivery visibility and budget tracking providing audit-ready data on program performance.