José Tiago Ferreira De Almeida
Alcochete
Summary
A skilled professional with expertise in end-to-end implementation of Information Systems, particularly SAP R/3, and a strong background in process reengineering and business development. Demonstrates exceptional communication skills, adept at working within multicultural environments and fostering interpersonal relationships. Proven leadership capacity with a focus on operations management and human resources. Proficient in digital skills including information processing, content creation, and problem solving, alongside advanced knowledge of Office software and ticketing tools such as OTRS and JIRA. Committed to enhancing service delivery management while pursuing opportunities for career growth in dynamic environments.
Overview
6
6
years of post-secondary education
18
18
years of professional experience
Work history
Service Delivery Manager
VF Group and Ireland
Celfocus, Lisbon
10.2017 - 06.2026
- In this contract I'm responsible to manage different projects, being delivered in different models (Waterfall, DevOps, Agile and SaFe).
- Under this scope we've a set of projects both on Consumer and Enterprise segments. There is a vast experience, such as IoT (Internet of Things), CIAM (Identity Management), EOL (Enterprise Online Portal), COMMISSIONS, SIG (System Integration Gateway), NGN (Next Generation Monitoring), NOC (Network Operation Center) and other Online projects within Vodafone IT.
- In parallel, I'm heading the Operational Digital framework for Managed Services business unit.
- Service Delivery Manager for Vodafone Group and Ireland sites.
Service & Delivery Manager
VF Turkey
Celfocus, Lisbon
02.2016 - 07.2017
- In this challenging project, I'd three main roles: Service Manager, Delivery Manager and Release Manager.
- As Service Manager I had the responsibility to provide Professional Services for Live applications, being responsible by 2nd and 3rd Lines of Support (Application Maintenance).
- Ensure the Incident and Service Requests Management under a complex and challengeable service/business KPI's and Service Levels Agreements (SLA's) for >12M of active subscribers. I've been reporting directly to Vodafone Top Management throughout monthly SteerCo meetings supported by service reporting which includes service KPI's, SLA's, continuous improvements, release planning, risk management, etc.
- Responsible by the AM stream in the ADM contract extension and renewal. Set up of several workshops with Vodafone Operations to agree with new business requirements.
- I was also part of CBU Readiness team, in order to guarantee budget, team's capacity and knowledge transfer from AD stream to AM, travel planning, release process definition, reporting, governance meetings, etc.
- As Delivery Manager: I was part of CBU transformation team working as onsite Delivery Manager. Acting as a SPOC for escalations (hot topics); budget control and contractual agreements; accountable for the operational integrity of services through active stewardship of the Service Management processes; client relationship management ensuring that business objectives are met, along with service KPI's; ensure service reporting for governance meetings.
Release and Environment Manager
VF Group
Celfocus, Lisbon
06.2014 - 01.2016
- Responsible to create and develop Environment and Release Management team (has reached 25 people) based in two sites (Porto and Lisbon). This team had several skills in terms of SysAdmin (OS and DB), Network&Security, Release Management and System and Application Monitoring.
- Participation in several business proposals and setup of several environment projects in Portugal, UK, Turkey, Qatar, Ghana, Ireland, Dubai, etc.
- At same time I had a role of Release Manager at Vodafone Turkey for EBU & CBU transformation project. One of the biggest transformation projects ever done in Telecommunication sector that has impact on 12M of customers – a current reference for VF Group.
Billing Business Transformation Consultant
VF Group
Celfocus, Lisbon
03.2014 - 05.2014
- Working with Vodafone Global to help business transformation management on the M2M processes. Focused on Assessment, As-Is Model, Gap Analysis and To-Be Model. The project had a strongly Revenue Assurance component.
Project Manager
Celfocus
Celfocus, Lisbon
05.2013 - 02.2014
- Project manager in developing data integration to provide real time information on mobile and WebPortal devices.
- Www.celfocus.com
Logistics Consultant
Novabase
Novabase, Lisbon
11.2011 - 05.2013
- Responsible by the end-to-end implementation of SAP reengineering logistics at ZON Modules MM, PM and SD.
- Responsible by the SAP PM implementation at Ascendi (Estradas de Portugal).
- Participation in several Logistics proposals (Galp ES, EDA, ARS, etc.).
Logistics Consultant
Novabase
Novabase, Lisbon
08.2009 - 10.2011
- Responsible for the support and improvement of SAPR3 in the modules MM (Materials Management), SD (Sales and Distribution) and PM (Plant Maintenance) at ZON TVCabo and other enterprises.
- Rollout of SAP PM module at SIBS company to implement maintenance process on the ATM's.
- Www.novabase.pt
Internal Consultant (Department of Information Systems and Best Practices)
Martifer Group
Oliveira de Frades
09.2008 - 08.2009
- Responsible by the implementation of the system SAPR3 in modules PM (Plant Maintenance) and ETM (Equipment Tools Management)
- Http://www.martifer.pt
Education
Master - Industrial Engineering and Management
University of Aveiro
Aveiro, Portugal 09.2003 - 06.2009
Skills
- Communication skills: Good in team working; Capacity to adapt to multicultural environments, acquired in my experience of Erasmus and International Projects; Good communication skills, interpersonal relationship and dynamization
- Organisational / managerial skills: Leadership capacity (with providing good arguments for strengthening my opinions); Sense of organization; Capacity management (Operations Management and Human Resources)
- Job-related skills: End-to-end Implementation of Information Systems (SAP R/3) Process Reengineering Business Development Environment and Release Management Incident Management Communication Service and Delivery Management
- Digital skills: Information processing, Communication, Content creation, Safety, Problem solving Proficient user, Independent user
- Domain of the software Office (Word, Excel, PowerPoint, Ms Access); Solid Edge; Ms Project; Copert; Basic knowledge of graphic applications (PhotoShop); Ticketing Tools (OTRS & JIRA)
PERSONAL SKILLS
Mother tongue(s): Portuguese
Other language(s): English (B2), Spanish (C2)
Nivel Elemental at University Pontificia de Salamanca
ADDITIONAL INFORMATION
- At the moment I'm attending the 3rd year of a PhD in Industrial Engineering and Management.
- Published papers: Almeida, T., Teixeira, L. & Ferreira, C (2010). Enterprise Resource Planning System in a Multinational Enterprise: Users' Attitude Post Implementation. Communication in Computer and Information Science, 110, 264-273.
- Almeida, T., Teixeira, L. & Ferreira, C (2010). Percepção dos Utilizadores Finais Face à Introdução de um Sistema ERP.Conferencia IADIS Ibero Americana.
- Published books – part of contents. Almeida, T., Teixeira, L. (2012). Organizational Integration of Enterprise Systems and Resources: Advancements and Applications. Pennsylvania: IGI Global.
Certification
- ITIL Foundation Certificate in IT Service Management_V3 and V4
- Scaled Agile Framework (SAFe)
- Agile Framework (Srum Master and Product Owner)
- Executive Education - Nova SBE
- Requirement Design Techniques
- Design Thinking
- Formação Pedagógica Inicial de Formadores
- Antram - Capacidade Profissional
- Participation in IT Conferences both in Europe and Middle East
Timeline
Service Delivery Manager
VF Group and Ireland
10.2017 - 06.2026
Service & Delivery Manager
VF Turkey
02.2016 - 07.2017
Release and Environment Manager
VF Group
06.2014 - 01.2016
Billing Business Transformation Consultant
VF Group
03.2014 - 05.2014
Project Manager
Celfocus
05.2013 - 02.2014
Logistics Consultant
Novabase
11.2011 - 05.2013
Logistics Consultant
Novabase
08.2009 - 10.2011
Internal Consultant (Department of Information Systems and Best Practices)
Martifer Group
09.2008 - 08.2009
Master - Industrial Engineering and Management
University of Aveiro
09.2003 - 06.2009