I am an Operations and Service Delivery Manager with more than 10 years of experience leading global IT service management and customer experience operations.
I improve service organizations by redesigning processes, strengthening SLA and KPI governance, and reducing operational cost and manual effort. My work has helped teams achieve more reliable delivery, higher client satisfaction, and improved operational stability.
I have led incident, problem, and change management initiatives across enterprise B2B IT services. I am experienced in escalation management, application service delivery, cross-functional governance, and stakeholder engagement at leadership and C-level.
I use Lean Six Sigma, COPC CX, DMAIC, and process re-engineering methods to drive continuous improvement. My achievements include reducing operational costs by approximately 18%, reducing incident volume by 16%, and sustaining SLA performance above 90%.
I also lead AI Copilot adoption and responsible AI practices from a business and operational perspective. I support teams through onboarding, capability development, presentations, and the identification of automation opportunities.
I am an EU citizen based between Spain and Czechia, available for remote opportunities across the EU and able to work through Czech contracting arrangements.
