![Nuno Silva](https://jobicy.com/react/themes/app/images/avatar.jpg) Nuno Silva # Senior Operations & Service Delivery Manager Open to offers · Member since 27 Jul 2026 [Message](https://jobicy.com/dashboard-page.md) ShareLocationBarreiro, PortugalDesired salaryfrom 45k EUR/yearlyWork preferenceHybrid / Full Time, Part Time, ContractExperience levelSenior * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am a senior operations and service delivery leader with more than 15 years of experience in IT-enabled, multi-market environments. I have built my career around turning complex service operations into efficient, scalable, and profitable businesses. Across my roles, I have led large teams, managed multi-million-euro budgets, and improved margins through better governance, automation, and disciplined execution. I am comfortable working at the intersection of people, process, and technology. I have delivered CRM and ERP initiatives, improved reporting and KPI visibility, and introduced quality frameworks, workflow automation, and structured onboarding programs to support growth and consistency. I lead with data, but I also believe strongly in coaching, accountability, and team development. I have mentored managers, supported career progression, and helped build high-performing teams that can sustain quality while adapting to change. My background includes IT service management, incident/problem/change management, operations management, workforce planning, quality assurance, and continuous improvement. I am ITIL v3 Foundation certified and have worked in ISO 9001, ISO 20000, and ISO 27001 environments. I am fluent in Portuguese, English, and French, with conversational Spanish. I am open to opportunities where I can bring operational leadership, service delivery expertise, and transformation experience to a growing organization. Notice period: immediatly ## Skills 43 capabilities[Account Management](https://jobicy.com/talent/account-management.md)[Agile](https://jobicy.com/talent/agile.md)[Budget Management](https://jobicy.com/talent/budget-management.md)[Business Analysis](https://jobicy.com/talent/business-analysis.md)[Business Continuity](https://jobicy.com/talent/business-continuity.md)[Capacity Planning](https://jobicy.com/talent/capacity-planning.md)[Change Management](https://jobicy.com/talent/change-management.md)[Coaching](https://jobicy.com/talent/coaching.md)[Communication](https://jobicy.com/talent/communication.md)[Contract Management](https://jobicy.com/talent/contract-management.md)[CRM](https://jobicy.com/talent/crm.md)[Database Design](https://jobicy.com/talent/database-design.md)[ERP](https://jobicy.com/talent/erp.md)[Forecasting](https://jobicy.com/talent/forecasting.md)[Incident Management](https://jobicy.com/talent/incident-management.md)[ITSM](https://jobicy.com/talent/itsm.md)[Jira](https://jobicy.com/talent/jira.md)[Knowledge Management](https://jobicy.com/talent/knowledge-management.md)[Lean](https://jobicy.com/talent/lean.md)[Mentoring](https://jobicy.com/talent/mentoring.md)[Microsoft Dynamics CRM](https://jobicy.com/talent/microsoft-dynamics-crm.md)[Microsoft Excel](https://jobicy.com/talent/microsoft-excel.md)[Monday.Com](https://jobicy.com/talent/monday-com.md)[Operations Management](https://jobicy.com/talent/operations-management.md)[P&L management](https://jobicy.com/talent/pl-management.md)[People Management](https://jobicy.com/talent/people-management.md)[Photoshop](https://jobicy.com/talent/photoshop.md)[Power BI](https://jobicy.com/talent/power-bi.md)[Problem Management](https://jobicy.com/talent/problem-management.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Process Optimization](https://jobicy.com/talent/process-optimization.md)[Project Management](https://jobicy.com/talent/project-management.md)[Quality Management](https://jobicy.com/talent/quality-management.md)[Reporting](https://jobicy.com/talent/reporting.md)[Risk Assessment](https://jobicy.com/talent/risk-assessment.md)[Risk Mitigation](https://jobicy.com/talent/risk-mitigation.md)[Root Cause Analysis](https://jobicy.com/talent/root-cause-analysis.md)[Scrum](https://jobicy.com/talent/scrum.md)[ServiceNow](https://jobicy.com/talent/servicenow.md)[SharePoint](https://jobicy.com/talent/sharepoint.md)[Strategy Management](https://jobicy.com/talent/strategy-management.md)[TCP IP](https://jobicy.com/talent/tcp-ip.md)[Workforce Management](https://jobicy.com/talent/workforce-management.md) ## Tech stack & tools Working toolkit ### Development [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/photoshop/photoshop-original.svg) Adobe Photoshop](https://jobicy.com/talent?tool=photoshop.md) ## Experience Career history ### Business Manager · Uniksense Jun 2024 – PresentI am designing and building a full-stack CRM/ERP platform from scratch, covering client management, inventory, dispatch, finance, SLA/KPI dashboards, project tracking, and task automation. I manage a team through the full product lifecycle and translate complex B2B and B2C requirements into scalable delivery models. I also track workstreams in JIRA using Agile methodology. I am building workflow automation to remove manual tasks, reduce processing time, and free the team to focus on higher-value work. ### Service Delivery Coordinator · Majorel Portugal Oct 2021 – Apr 2024I oversaw multinational mobility and food delivery operations across multiple countries, with full P&L accountability and budgets ranging from €1M to €5M per month. I helped optimize Salesforce and later transition to an internal tool, improving visibility and reducing escalation resolution time through standardized workflows. I also maintained SOW compliance and SLA adherence across all lines of business. I mentored SDMs and Operations Managers, ran weekly coaching sessions, and represented the operation in business reviews with senior stakeholders. I also integrated and automated Power BI reporting and built onboarding programs for junior managers. ### Service Delivery Manager · Majorel Portugal Oct 2019 – Oct 2021I ran four concurrent projects across gaming, financial services, and mobility, managing a combined headcount of more than 500 staff. I led the end-to-end implementation of Microsoft Dynamics CRM, including requirements scoping, configuration, integration, and training. I delivered the project on time and on budget. I also designed the company’s first standardized quality audit framework and served as the sole client-facing point of contact across multiple accounts. ### Service Delivery · Arvato / Majorel Portugal Jun 2017 – Oct 2019I built and ran a 500+ person EMEA operation serving a global technology company across 17 languages. I grew operational margins from 4% to 15% by automating repetitive processes, renegotiating overhead structures, and strengthening performance accountability. I also expanded the operation from 2 to 6 lines of business without disrupting service levels. I managed the pre-launch phase as project manager, including recruitment, training, technical infrastructure coordination, and ramp-to-proficiency planning. ### Operations Manager · Arvato Portugal Jan 2017 – Jun 2017I was brought in to recover a failing energy services project that was losing money at -12% margin. I diagnosed root causes, restructured the team, renegotiated cost lines, and coached leads through the change. Within four months, I returned the project to +4% profitability and stabilized it for handover. ### Team Manager · Fujitsu Lisbon GDC Jun 2011 – Dec 2016I managed CMDB asset management, incident management, problem management, change management, and request management teams in a large-scale environment. I rose through three roles over five years, from frontline agent to 2nd-line support engineer to Team Manager, leading a technical team of up to 25 people. I generated €6M in total savings through technical problem-solving and infrastructure optimization, and I helped drive an ITSM to ServiceNow transition. ### Earlier Career Roles in Contact Centres and Technical Support · Sellbytel, Oni Telecom / Sapo ADSL, AXA Insurance, TMN Jan 2002 – Dec 2011I worked in contact centres and technical support roles, including Apple Adviser, technical support, and supervisory positions. These roles taught me how to handle difficult customers, diagnose technical problems under pressure, and support teams without formal authority. This foundation shaped my later leadership style and operational approach. ## Education Learning history ### Alfredo da Silva Secondary School 1994 – 1997Secondary Education, Mathematics, Physics, Geometry Secondary education focused on mathematics, physics, and geometry. This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.