Halder Rojas Coronel

Work History

Service Delivery Manager for Americas

Edenred

04.2024 - 09.2024

As a Service Delivery Manager, I was responsible for overseeing and optimizing key IT service management processes, specifically configuration Management, Incident Management, Change Management, and Problem Management
My role involves implementing best practices to ensure efficient handling of incidents, minimizing downtime, and enhancing service availability for end users
I lead the Incident Management process, ensuring timely resolution and effective communication with stakeholders to maintain high levels of customer satisfaction
In Change Management, I establish and enforce protocols to assess, approve, and implement changes while mitigating risks to service continuity
By fostering collaboration among cross-functional teams, I ensure that all changes are executed smoothly and with minimal disruption to operations
For Problem Management, I focus on identifying the root causes of recurring incidents and implementing proactive measures to prevent future occurrences
I analyze trends and data to drive continuous improvement initiatives that enhance overall service quality and operational efficiency
My commitment to process excellence, combined with strong leadership and communication skills, allows me to create a culture of accountability and continuous improvement within the service management framework, ultimately aligning IT services with business objectives and enhancing the overall user experience

Kyndryl Consult Associate Director – Delivery Management

Kyndryl

09.2021 - 02.2024

As Kyndryl Consult Associate Director for Delivery Management, I bring a wealth of experience in on-premises infrastructure and mainframe systems, coupled with strong project management skills and a steadfast commitment to client satisfaction
I led the Kyndryl Consult Delivery Team in deploying hybrid cloud solutions, meticulously managing each phase of the project lifecycle from initiation to closure, which resulted in a 25% increase in project delivery speed
My extensive background in on-premises and mainframe environments has provided me with a deep understanding of complex IT ecosystems, enabling seamless integration of cloud solutions
I established and refined robust project management methodologies that streamlined operations, achieving a 15% reduction in project costs while optimizing resource allocation
By collaborating effectively with cross-functional teams, I implemented automation processes that significantly improved workflow efficiency and minimized manual errors
My dedication to delivering innovative cloud and infrastructure solutions demonstrates my commitment to not only meet but exceed client expectations, ensuring long-term satisfaction and success in every initiative

Hybrid Cloud Infrastructure Leader

IBM de México

01.2021 - 08.2021

Lead the team of specialists in traditional and cloud infrastructure for the implementation of cloud solutions or hybrid infrastructure solutions, considering important points in the development and modernization environment of applications and software, also highlighting the need to maintain a balance between:
Simplify the development of cloud applications
Activate distributed infrastructure operations between the data center and cloud computing
Automation and Modernization takes advantage of the automation functions of Kyndryl services and products in traditional infrastructure and in the cloud to build and implement intelligent workflows
Delivery of different services of Cloud Computing over the Internet
These resources include tools and applications such as data warehousing, servers, databases, networking, and software

ITSM Leader for Integrated Service Management

IBM de México

02.2018 - 01.2021

As an ITSM Leader, I directed the ITSM Team to leverage experience in centralizing information to foster collaboration among Delivery teams, effectively implementing and managing Integrated Service Management (ISM) platforms
I specialized in developing and supporting governance-focused solutions, particularly utilizing ServiceNow, JIRA and IBM MAXIMO
My proficiency in Service Management Operation allowed me played a crucial role in optimizing ITIL processes, facilitating more efficient workflows and streamlined operations
By harnessing advanced tools, I prioritized automating routine tasks to significantly enhance process efficiency
I delivered actionable insights and comprehensive reports to stakeholders, empowering data-driven decision-making through behavioral pattern analysis
Additionally, I continuously assessed compliance with established processes (Incident Management, Problem Management, Change Management, Request Fulfillment and Event Management) offering strategic direction and support while promoting initiatives for continuous improvement
My efforts aimed to optimize service delivery, reduce operational costs, and ensure the stable management of clients' infrastructure environments
Committed to innovation and excellence, I cultivated a culture of continuous improvement throughout all projects, enhancing operational efficiency and elevating client satisfaction

Digital Workplace Services Project Manager

IBM de México

07.2017 - 01.2018

As Digital Project Manager, I was responsible for leading a project team in delivering comprehensive digital solutions to clients, guiding them through their digital transformation journey by utilizing the appropriate platforms and tools
I ensure that all initiatives align with business objectives and adhere to the terms outlined in the project charter, agreement, or contract
With a strong focus on agile culture, I foster a collaborative environment that encourages adaptability and continuous improvement throughout the project lifecycle
I hold overall performance responsibility for managing project scope, cost, schedule, and contractual deliverables, employing effective techniques for planning, tracking, change control, and risk management
My experience in agile methodologies allows me to respond swiftly to project changes and stakeholder feedback, enhancing project outcomes
I oversee all project resources, including subcontractors, and establish an effective communication plan that keeps both the project team, and the client informed and engaged
By providing daily direction to the project team and delivering regular project status updates to the client, I ensure transparency and alignment with project goals
My commitment to promoting an agile culture not only drives project success but also fosters a proactive approach to problem-solving and innovation

Mobility Workplace Services – Transition & Transformation Project Manager

IBM de México

08.2012 - 06.2017

I successfully managed and aligned employee work with IBM's strategic objectives, market performance, and organizational goals, particularly during the transition and transformation of new accounts for end user services (IAM, Service Desk & On-site Support)
I simplified complex objectives, prioritized resource allocations for service operations, and collaborated closely with leaders to address projects, accounts, and individual development needs effectively
I held accountability for ensuring client satisfaction, enhancing productivity, and achieving favorable financial results, all while fostering teamwork across diverse cultures and geographies
By promoting IBM's core values, I drove a culture of inclusivity and innovation within the organization
As part of the service Delivery for end users I provided constructive performance feedback, established clear expectations, and actively recognized employee contributions, fostering a motivated workforce
Additionally, I led change initiatives that supported the transition process, coaching employees for growth and development
I adeptly resolved complex challenges to enhance overall business outcomes, ensuring a smooth transformation while maintaining high levels of service quality and client satisfaction
My commitment to driving effective change and empowering teams has been pivotal in achieving successful transitions and transformations in end user services

Operation Manager/Project Manager

Grupo SCANDA

04.2010 - 08.2012

Results-oriented Operation Manager/Project Manager with extensive experience in project management and a strong focus on enhancing customer experience
I led integrated service delivery projects for a regional client, optimizing vendor management processes and achieving impressive cost savings of 25%
I developed comprehensive project plans, coordinated cross-functional teams, and ensured the timely delivery of service enhancements that significantly improved user experience and operational efficiency
Committed to driving strategic initiatives that not only meet project goals but also elevate customer satisfaction and foster long-term relationships

Client Support Lead

Monsanto Co

01.2007 - 02.2010

Dedicated Client Support Lead with robust experience in project management and a strong emphasis on enhancing customer experience
I successfully managed the establishment of a regional Service Desk in Mexico City, standardizing IT support services and expanding coverage to a 24/7 model, which significantly improved service availability for clients
I also implemented a print-on-demand service model that not only reduced costs but also enhanced operational efficiency across the LATAM region
Committed to driving initiatives that elevate service delivery and optimize client satisfaction, ensuring a seamless and responsive support experience

Summary

Overview

Work History

Service Delivery Manager for Americas

Kyndryl Consult Associate Director – Delivery Management

Hybrid Cloud Infrastructure Leader

ITSM Leader for Integrated Service Management

Digital Workplace Services Project Manager

Mobility Workplace Services – Transition & Transformation Project Manager

Operation Manager/Project Manager

Client Support Lead

Education

Digital Transformation -

Master’s - project management

Degree - Civil Engineering

Skills

Certification

Credly

Timeline

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