Halder Rojas Coronel
Service Delivery Manager
Ciudad de Mexico
Summary
Accomplished IT professional with 23+ years of experience spanning diverse industries including Manufacturing, Banking, Consulting, Retail, Insurance, Outsourcing, government institutions, and Passenger Transport. Proven track record of success in leading teams and overseeing IT operations in areas such as Project Management, IT Service Management (ITSM), Vendor Management, Mobility Workplace Service, Digital Workplace Services, Hybrid Cloud Infrastructure, and Consultancy. Recognized for streamlining processes, implementing automation, and driving continuous improvement to maximize efficiency and productivity.
Overview
18
18
years of professional experience
7
7
years of post-secondary education
17
17
Certifications
1
1
Language
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
Education
Digital Transformation -
01.2021 - 02.2021
Master’s - project management
01.2018 - 12.2019
Degree - Civil Engineering
01.1995 - 01.2000
Skills
Microsoft Project
ServiceNow
JIRA
Agile
Six Sigma
Customer satisfaction
Project planning
ITIL framework
Project implementation
Customer engagement
Operations support
Client relationships
Technology evaluations
Continuous improvement
Team building
Vendor management
Certification
ITIL MALC v3
Credly
https://www.credly.com/users/halder-rojas-coronel
Timeline
Service Delivery Manager for Americas - Edenred
04.2024 - 09.2024
Kyndryl Consult Associate Director – Delivery Management - Kyndryl
09.2021 - 02.2024
MIT Online - Digital Transformation,
01.2021 - 02.2021
Hybrid Cloud Infrastructure Leader - IBM de México
01.2021 - 08.2021
ITSM Leader for Integrated Service Management - IBM de México
02.2018 - 01.2021
UNITEC - Master’s, project management
01.2018 - 12.2019
Digital Workplace Services Project Manager - IBM de México
07.2017 - 01.2018
Mobility Workplace Services – Transition & Transformation Project Manager - IBM de México
08.2012 - 06.2017
Operation Manager/Project Manager - Grupo SCANDA
04.2010 - 08.2012
Client Support Lead - Monsanto Co
01.2007 - 02.2010
Instituto Politecnico Nacional - Degree, Civil Engineering
01.1995 - 01.2000