MIGUEL ROCHA
Resumo do currículo
Results-driven IT Operations Manager with 10+ years of international experience leading end-to-end operations delivery, strategic project planning, and stakeholder governance across EMEA regions. Proven expertise balancing project constraints (budget, scope, time, risk, and resources) to exceed SLA/KPI targets within high-stakes, 24/7 operational shift models. Adept at client account management, commercial account mining, and managing cross-functional technical teams and subcontractors. Strong focus on driving operational excellence through Lean methodologies, infrastructure stability, and service automation to maximize customer satisfaction goals.
Visão geral
4
4
Languages
13
13
years of professional experience
Experiência profissional
International Business Manager (B2B Tech)
INFORLANDIA
03.2026 - 11.2026
- Operations Delivery & Account Mining: Direct end-to-end operations delivery and client interaction for 25+ international B2B enterprise tech accounts across EMEA, securing a 95%+ on-time fulfillment rate.
- Account Management & Growth: Successfully mined existing accounts and drove $2M+ in revenue growth through long-term contract negotiations and strategic account management.
- Project Planning & Resource Management: Balanced project constraints by coordinating cross-functional sales, logistics, and technical teams (40+ staff), resulting in a 20%+ increase in customer satisfaction scores.
- Performance Optimization: Applied optimization workflows to international delivery chains, reducing fulfillment delays by 25%+ to meet strict project lifecycle constraints.
Operations Manager / Business Development
GENPACT
11.2023 - 07.2024
- Project Governance & Planning: Led structured project planning and operational governance for business development, managing 30+ cross-functional stakeholders to secure smooth implementation handoffs.
- Operational Parameters & Workflow Execution: Oversaw bid-to-delivery operational parameters, reducing proposal turnaround times by 25% and accelerating onboarding pipelines.
- SOW & Business Identification: Supported SOW execution and successfully identified new business opportunities, translating client gaps into $1M+ in added pipelines.
- Escalation & Transition Management: Controlled implementation risks by streamlining client transition frameworks, reducing deployment delays by 20% while acting as a tier-1 escalation point.
Lead Consultant / MBMPL (Managed Services)
INFOSYS
06.2022 - 10.2023
- 24/7 Operations Infrastructure: Supervised end-to-end IT service delivery across a 24/7 support framework for 200+ enterprise users, ensuring 99%+ uptime across critical network operations.
- Risk & Crisis Management: Directed ITIL-based Major Incident Management, driving cross-functional resolution teams to mitigate severe infrastructure crises and restore SLAs within tight constraints.
- Lean & Performance Optimization: Conducted Root Cause Analysis (RCA) for 100+ major incidents, implementing permanent corrective actions that minimized incident recurrence by 30%.
- Automation & Backlog Reduction: Automated operational activities and support ticketing workflows, optimizing resource utilization and slashing the active ticket backlog by 35%.
Senior Lead (Cisco EMEA / NORAM Operations)
HCL
03.2017 - 05.2022
- Team & Shift Planning: Managed a team of 30+ IT Service Desk associates operating within a high-pressure 24/7/365 shift model across global time zones.
- Operational Parameters & KPI Metrics: Audited team performance and operational metrics to streamline Cisco EMEA asset and claim workflows, driving down turnaround times.
- Subcontractor & Resource Planning: Partnered with leadership to conduct workforce planning, 24/7 roster scheduling, and cross-functional onboarding, maintaining absolute service availability with zero downtime gaps.
Operational Transition Lead
BD (BECTON DICKINSON)
03.2016 - 03.2017
- Project Lifecycle Delivery: Led the end-to-end operational migration of service processes into a shared services center environment, guaranteeing flawless delivery with zero business disruption.
Operational Lead
KUEHNE + NAGEL (K&N)
03.2014 - 01.2016
- SOW & Client Interacting: Governed end-to-end logistics delivery parameters for critical enterprise client accounts, validating day-to-day KPI adherence and performance optimization.
Formação académica
Bachelor's Degree - Engineering
Universidade de Aveiro
Competências
- Mandatory Skills: Account Management & Mining Project Governance Project Planning Risk & Crisis Management Stakeholder Management
- Operations & Delivery: End-to-End Operations Delivery 24/7 Shift Model Management Subcontractor & Resource Planning SLA & KPI Optimization
- Process Excellence: Continuous Performance Optimization Lean Methodologies Workflow Automation Budget & SOW Oversight
- Frameworks & Platforms: ITIL Framework (ITSM) ServiceNow Microsoft Azure Cloud Operations Active Directory Microsoft 365
- Operational Tools: SolarWinds Nagios Project Management Tracking Platforms MS Project Lean Six Sigma Frameworks
- Transformation Excellence: Spearheaded an ITIL transformation across EMEA that boosted operational SLA compliance to 98%
- Workflow Automation: Implemented ServiceNow and automated routing processes, eliminating manual effort by 40% across 1,000 monthly operational tasks
Websites, Portfolios, Profiles
linkedin.com
Idiomas
Português
Língua materna
Francês
Intermédio
Inglês
Avançado
Espanhol
Intermédio superior
Cronologia
International Business Manager (B2B Tech)
INFORLANDIA
03.2026 - 11.2026
Operations Manager / Business Development
GENPACT
11.2023 - 07.2024
Lead Consultant / MBMPL (Managed Services)
INFOSYS
06.2022 - 10.2023
Senior Lead (Cisco EMEA / NORAM Operations)
HCL
03.2017 - 05.2022
Operational Transition Lead
BD (BECTON DICKINSON)
03.2016 - 03.2017
Operational Lead
KUEHNE + NAGEL (K&N)
03.2014 - 01.2016
Bachelor's Degree - Engineering
Universidade de Aveiro