Claudia Carvalho

Coordinate and continuously improve core ITSM processes, including Incident, Problem, Change, and Work Order management, aligned with ITIL best practices and organizational needs.
Support the onboarding and enablement of Service Owners by clarifying roles, responsibilities, and service lifecycle governance across teams.
Contribute to service portfolio management, supporting service definition, ownership alignment, and operational readiness in collaboration with business and technical stakeholders.
Implement and maintain ITSM reporting and KPIs to improve service transparency, performance monitoring, and data-driven decision-making.
Collaborate with cross-functional IT teams during organizational transformation initiatives, ensuring process consistency and operational stability.
Support the design and rollout of ITSM training and enablement activities to drive process adoption and maturity.
Act as a key point of coordination between operations, service owners, and stakeholders to ensure alignment with service management standards and expectations.

Manage and maintain the Service Catalog for the assigned functional area, ensuring accuracy, ownership clarity, and lifecycle governance.

Plan and support the rollout of ITSM processes at area level, aligning implementation with group standards and ITSM governance frameworks.
Verify and drive process quality by applying ITSM governance rules, standards, and controls across services.
Monitor and report on operational activities, service performance, and process quality to support transparency and continuous improvement.
Collaborate with service owners and delivery teams to ensure consistent application of ITSM practices and compliance with governance expectations.

Coordinated regular governance and performance review meetings with delivery teams, focusing on cluster KPIs, trends, and agreed follow-up actions.
Supported Service Management process ownership, ensuring consistent execution and alignment with ITSM best practices.
Drove continuous service and process improvement initiatives based on performance analysis and operational feedback.
Acted as a central point of contact for service escalations, providing coordination and oversight for resolution.
Coordinated Major Incident activities, supporting communication, impact management, and post-incident follow-up.
Supported service transitions by ensuring operational readiness, knowledge transfer, and updates to the Service Catalog.

Ensured effective service delivery by establishing and maintaining systems, processes, and governance aligned with the ITIL 4 framework.
Contributed to service delivery optimization and continuous improvement initiatives in collaboration with internal and external stakeholders.
Acted as escalation point for complex or high-impact service issues, providing oversight, coordination, and resolution support.
Managed stakeholder relationships, balancing service performance, operational priorities, and business objectives.
Defined, monitored, and reported on service performance through SLAs and KPIs, enabling transparency and data-driven decision-making.
Supported the harmonization of service management processes across multiple entities, ensuring consistency and alignment.
Led and facilitated monthly service management governance meetings, presenting performance insights, trends, and improvement actions.
Coordinated service transitions, ensuring operational readiness, risk mitigation, and continuity of service.

Leading incident post mortem reviews and producing reports for stakeholders and regulators.
Tracking and managing actions in the service management tool.
Managing software defect tracking and prioritization.
Reviewing workarounds regularly to ensure effectiveness.
Producing regular and ad hoc operational reports.
Monitoring SLA compliance and service availability.
Collaborating with peers to define and drive service improvement initiatives.
Driving proactive problem management.
Supporting monitoring and detection automation.
Coordinating cross functional teams.
Performing reporting and trend analysis.

Managing customer expectations and stakeholder communication.
Acting as primary point of contact and escalation for customers and internal teams.
Leading incident management and coordinating rapid service restoration.
Driving problem and change management to reduce service risk.
Producing trend analysis and service performance reports.
Mentoring team members and contributing to the knowledge base.
Leading bridge calls for effective incident coordination and resolution.
Managing operational risks and participating in service improvement initiatives.
Supporting the transition of new services into operations.

Taking ownership of documenting account related processes and monitoring adherence to contractual requirements.
Ensuring processes are aligned with contractual obligations and account governance.
Implementing new processes resulting from account changes and driving full team engagement.
Monitoring service performance through statistical reporting and analysis.
Identifying, escalating, and addressing negative performance trends and gaps.
Owning customer issues and taking full accountability for resolution.
Maintaining a strong understanding of current customer needs.
Leading incident management, ensuring end to end incident lifecycle coordination and SLA compliance.