Service Delivery Manager
Everis
(Internet and Information Technology, >10.000 employees)
Keywords
Skills
Project Manager (certified PMP by PMI®) with more than twenty years collaborating in international programs. Great ability to adapt to new and complex situations. Enthusiast of Agile methodologies, I am practitioner of main frameworks like Scrum and Kanban. (PSM I, PSPO I, PSK, PAL certified by Scrum.org®, Kanban Design certified by Kanban University®)
Always involved in CRM projects in which I have evolved through roles as developer, tester, administrator, business analyst and project manager. I have experience in all the phases of implementation of a CRM project, and I have carried out projects of implementation, migration, production support and administration.
Background in main CRM systems as Sales Force, Siebel and Oracle. During the last seven years I have specialised in Microsoft Dynamics, obtaining the highest professional certifications (Dynamics 365 + Power Platform Solution Architect Expert certified by Microsoft).
Functional knowledge and experience in Contact Centre, Pharma, Banking, Insurance, Telecom, Services, Marketing, Sales, Order Management & Hospitality.
Always involved in CRM projects in which I have evolved through roles as developer, tester, administrator, business analyst and project manager. I have experience in all the phases of implementation of a CRM project, and I have carried out projects of implementation, migration, production support and administration.
Background in main CRM systems as Sales Force, Siebel and Oracle. During the last seven years I have specialised in Microsoft Dynamics, obtaining the highest professional certifications (Dynamics 365 + Power Platform Solution Architect Expert certified by Microsoft).
Functional knowledge and experience in Contact Centre, Pharma, Banking, Insurance, Telecom, Services, Marketing, Sales, Order Management & Hospitality.
Project history
06/2019
-
02/2021
• Responsible for production support and development of new projects related to Msf. Dynamics for Banc de Sabadell - TSB Bank.
• Lead technical workshops and engagements with users to offer solutions based in best practices.
• Services, operations, and change management integrated with ServiceNow. Project follow-up with Jira.
• Microsoft Dynamics 365 cloud with more than 4000 users globally distributed.
09/2015
-
03/2019
Project Manager
Banc of Sabadell – TSB bank
(Banks and financial services, >10.000 employees)
• Responsible for liaison with the project steering board in relation to project delivery matters.
• Full migration cycle of Contact Center from LBG to TSB bank. Initial analysis, RFPs, requirements gathering, functional & technical design, implementation, go-live and post-production support.
• Contact Center managed by Dynamics (over 4.000 users spread in different places in and out of UK) integrated with CTI, dialer & IVR (Cisco), voice & screen recorder (Verint), WFM (Verint), Outlook for mail, and the bank operational task via Web Services.
• Work with PMO to support the build of the CRM solution in Msf. Dynamics cloud based in the On-premise solution of Banc de Sabadell.
• Works with business customer to ensure information and integration requirements are clearly understood and resolve any conflicts
06/2016
-
09/2016
Business Analyst
DKV insurance – Munich RE Group
(Insurance, >10.000 employees)
• Drafting RFP documentation for build CRM solution with Sales Force / Msf. Dynamics. Analysis of actual situation, define new requirements, design functional solution, define selection process, project plan proposal.
• Support steering committee in the contractor selection process.
06/2015
-
09/2015
Business Analyst
AXA Insurance and Investment
(Insurance, >10.000 employees)
• Build Siebel solution for customer legal support department.
• EAI: Interconnection systems via Web Services, EIM & interfaces.
04/2015
-
05/2015
Administrator
International Consolidated Airlines Group (IAG) - Iberia
(Transport and Logistics, >10.000 employees)
• Setup & configuration of SSEP (Siebel Strong Encryption Pack)
04/2014
-
02/2015
Project Manager / Administrator
Grifols
(Pharmaceuticals and medical technology, >10.000 employees)
• Installation & administration of Siebel Environments with OBIEE.
• Migrate Siebel systems from Novartis USA to GRIFOLS environment.
• Development and support Siebel-SAP interfaces & EIM data management.
10/2013
-
03/2014
Consultant / Business Analyst
Boehringer Ingelheim
(Pharmaceuticals and medical technology, >10.000 employees)
• Development and configurations with tools, eScrip, Tunnig-Performace, EIM.
• Support to Siebel to VEEVA migration.
05/2012
-
08/2013
Consultant / Administrator
Melia Hotels International
(Other, >10.000 employees)
• Consultant responsible to support and maintenance of Siebel CRM system worldwide.
• Workflows, eMail Response, Assigment Manager, development and configurations, eScript, Tunning- Performance and troubleshooting, EAI - EIM, Web Service Integration
• Support Siebel to SAP CRM transition project.
01/2012
-
02/2012
Consultant
Boehringer Ingelheim
(Pharmaceuticals and medical technology, >10.000 employees)
• Development and configurations with tools, eScrip, Tunnig-Performace, EIM.
10/2011
-
11/2011
Consultant
AXA Insurance and Investment
(Insurance, >10.000 employees)
• Development and configurations with tools, eScrip, Tunnig-Performace, SmartScripts, and troubleshooting.
03/2002
-
05/2008
Project Manager / Business Analyst
Novartis Pharmaceutical
(Pharmaceuticals and medical technology, >10.000 employees)
• Responsible of Spain CRM system (Siebel) for 6 years. I was involved in all the phases of two complete life cycles of Siebel system implementation, included migration to version 6.0.1 to 7.7 and 7.7 to 7.8.
• Administration Siebel Systems and his RDBS (Oracle 7, 8, 9). Including Siebel Remote & Anywhere to distribute all the application changes to remote clients (over 800 users).
• Collected new requirements directed to planning and implementing application changes. Manage workshops with key users.
• Create the Functional Specifications, and Technical Design documents.
• Integration & Interfaces between Siebel and satellite systems, include SAP and external providers. Massive change of data via EIM / PL/SQL Scripting.
• Siebel Administrator of Asia-Pacific System, Singapore in 2006.
• Sales, Marketing, Events (Congresses, seminars, meetings) integrated with contractors (hotels, travel, meals), Contact Center & orders integrated with SAP system.
06/2001
-
02/2002
Consultant
Vanenburg Business System
(Internet and Information Technology, 1000-5000 employees)
• Implement internal CRM in Vanenburg Business System with Siebel Midmarket Edition 6.2.3. (Marketing, Sales, and Call Center.)
• Install Call Center. Workflows &Advanced Automation in Planeta-Universitat Oberta de Catalunya.
01/2000
-
05/2001
Consultant
Cap Gemini Ernst & Young
(Internet and Information Technology, >10.000 employees)
• Service desk support in Gas Natural (Tivoli).
• Design & develop applications with Siebel 5/99, E.I.M interfaces and data management for MENTA. Cable i Televisió de Catalunya, S.A. (current VODAFONE)
Local Availability
Only available in these countries:
Spain
