Judith Aguilar
IT Operations & Commercial Manager
Aguascalientes
Summary
Dynamic IT, Operations, and Commercial Leader with over 10 years of expertise in IT Infrastructure and Application Services, specializing in B2B service delivery, financial management, and U.S. client engagement. Proven success in managing multi-project portfolios while enhancing service quality through effective SLAs and KPIs, with a strategic focus on expanding client accounts via commercial strategy, contract management, and cross-functional leadership. Proficient in ITIL, ISO 27001, Agile, and DevOps methodologies, offering a comprehensive understanding of industry best practices to drive operational excellence and client satisfaction. Committed to leveraging technical acumen and leadership skills to foster innovation and deliver impactful results.
Overview
14
14
years of professional experience
6
6
Certifications
2
2
Languages
Work History
Operations Manager
Global HITSS
09.2019 - 02.2024
- Led end-to-end operations for 4 concurrent IT projects (Infrastructure, Application Support, Development).
- Acted as primary point of contact for clients and executive stakeholders.
- Managed full financial lifecycle: budget, revenue, billing, accruals, costs, margins, AR/AP follow-up.
- Oversaw service delivery performance, ensuring compliance with SLAs and KPIs.
- Coordinated operational, administrative, and delivery teams to ensure service continuity and quality.
- Strengthened long-term client relationships in collaboration with commercial teams.
Commercial Manager
Global HITSS
03.2019 - 02.2024
- Drove account growth and scope expansion with existing B2B clients.
- Co-designed the U.S.-based commercial team structure with Country Manager.
- Developed and executed commercial strategies to identify and engage new U.S. clients.
- Led commercial presentations and proposals for prospective customers.
- Partnered with Marketing to develop sales materials.
- Worked closely with Legal on NDA, MSA, SOW, addendums, and contract renewals.
ITIS Practice Staff / Practice Specialist
Softtek
11.2016 - 03.2019
- ITIL & ISO 27001 consultant for IT Infrastructure Services.
- Conducted operational and administrative assessments to improve efficiency, automation, and service continuity.
- Led transition planning and implementation for infrastructure projects.
- Developed capacity models for Service Desk and Desktop Support.
- Oversaw proposals and technical inputs for new client engagements.
- Designed processes, procedures, and operational documentation.
Infrastructure Services
Softtek
02.2013 - 11.2016
- Progressive roles including:
- Global VIP Help Desk
- Help Desk Service Manager
- CoE Monitoring Project Lead
- Monitoring Specialist
- Wintel Infrastructure Specialist
- Service Desk Team Leader
- Help Desk Associate
- (Promoted multiple times based on performance and leadership growth.)
IT Services
HP / DXC Technology
05.2010 - 09.2012
- Delivered end-user IT support for hardware, software, and network issues.
- Coordinated Incident, Request, and Change Management processes.
- Maintained accurate ticketing and customer communication throughout resolution.
Education
Graduate Coursework - Literature
Universidad Autónoma de Ciudad Juárez
Skills
- IT Operations & Service Delivery
- B2B Client & Stakeholder Management
- Financial Management (P&L, Budget, Margin)
- SLA / KPI Governance
- US Commercial Strategy & Account Growth
- Contract Management (NDA, MSA, SOW)
- Team Leadership & Cross-Functional Coordination
- ITIL / ISO 27001 / Agile / DevOps
- ServiceNow
- JIRA
- Remedy
- Zendesk
Certification
ITIL v3 & v4
Timeline
Operations Manager
Global HITSS
09.2019 - 02.2024
Commercial Manager
Global HITSS
03.2019 - 02.2024
ITIS Practice Staff / Practice Specialist
Softtek
11.2016 - 03.2019
Infrastructure Services
Softtek
02.2013 - 11.2016
IT Services
HP / DXC Technology
05.2010 - 09.2012
Graduate Coursework - Literature
Universidad Autónoma de Ciudad Juárez