María del Pilar Díaz Moreno
Mexico
Summary
Results-oriented Service Management Lead with over 10 years of experience in optimizing service delivery and enhancing customer satisfaction. Skilled in developing strategic partnerships and managing client relationships, cross-functional teams and stakeholders to ensure alignment with business objectives and maximize value delivery. Proven track record in implementing ITIL best practices to streamline operations and drive service excellence.
Overview
21
21
years of professional experience
1
1
Certification
Work History
SERVICE MANAGEMENT LEAD
FEMSA - Xpertal Global Services
05.2022 - 05.2025
- Leading ITSM Service Now migration project, IT Service Catalog redesign and carrying out the module trainings.
- Leading Incident, Problem and Change Management teams, as well as IT Service Level Agreements and IT Audit governance.
- IT Governance, working with different stakeholders, DevOps, and highest leads.
- Proven track record in overseeing service management frameworks which enhance customer satisfaction and operational efficiency.
- Implementing processes for Incident and Problem Management and IT Audit Management
MAJOR INCIDENT MANAGER AND MONITORING
Tata Consultancy Services
12.2021 - 05.2022
- Monitoring, escalating, communicating, and negotiating the incidents life cycle.
AMERICAS SERVICE DESK LEAD
Mondelez International
02.2020 - 10.2021
- Managing a Service Desk Analysts team.
- Skilled in developing training programs to upskill team members and reduce resolution times in 20%
PROJECT MANAGER
Mondelez International
04.2019 - 09.2020
- Leading the successful Mexico’s Company Fiscal Address Change project, and collaborating in the relabeling and packaging project, by generating the relaunch timelines and coordinating the champions of the different areas of the company.
- Proven ability to manage stakeholder relationships, ensuring alignment and satisfaction throughout project execution.
GLOBAL MAJOR INCIDENT & PROBLEM MANAGER
Mondelez International
11.2010 - 02.2020
- Monitoring, escalating, communicating, and negotiating the incidents life cycle. Analyzing Incident RCAs by Support Group administration, working with different Stakeholders arranging the related improvements for permanent resolutions. As well creating document catalogs and Post Incident Records for Critical Incidents.
- Expert in leading cross-functional teams to effectively manage high-impact incidents and minimize operational disruptions.
- Proficient in implementing ITIL best practices to streamline incident and problem management processes across global teams.
INCIDENT COORDINATOR
Microsoft
01.2008 - 11.2010
- L3 support analyst and system expert for internal LOB systems. Coordinating regional L1 and L2 teams and SQL database Admin
- Proven track record in implementing ITIL best practices to enhance service delivery and improve customer satisfaction.
- Proficient in using incident management tools and software to track incidents and maintain accurate documentation.
REGIONAL IT SUPPORT
Bayer
01.2006 - 11.2007
- Active Directory Admin and users, servers, desktops, printers, PBX, Backups and network support.
- Proficient in troubleshooting hardware and software issues, ensuring minimal downtime for clients.
ACTIVE DIRECTORY ADMIN
National Starch & Chemical
06.2004 - 01.2006
- On site support
Education
Master of Science - Business Intelligence And Data Analytics
OBS Business School
SpainBachelor of Science - Computer Systems Engineering
Tec de Monterrey CCM
05.2004
Applied Mathematics to Computing
UNAM FES Acatlan
09.1996
Skills
- Major Incident, Problem and Change Management
- Collaborative work, Goal oriented, Project Coordination, Leadership and Commitment
- Problem-solving, Communication, Negotiation, Organization
- Process improvement and implementation, implementing and improving KPIs
Certification
- Diploma in Managerial and Directive skills
- ITIL V3, V4 Foundations Certified
LANGUAGES
English | Advanced
Spanish | Native
Portuguese | Elementary
Timeline
SERVICE MANAGEMENT LEAD
FEMSA - Xpertal Global Services
05.2022 - 05.2025
MAJOR INCIDENT MANAGER AND MONITORING
Tata Consultancy Services
12.2021 - 05.2022
AMERICAS SERVICE DESK LEAD
Mondelez International
02.2020 - 10.2021
PROJECT MANAGER
Mondelez International
04.2019 - 09.2020
GLOBAL MAJOR INCIDENT & PROBLEM MANAGER
Mondelez International
11.2010 - 02.2020
INCIDENT COORDINATOR
Microsoft
01.2008 - 11.2010
REGIONAL IT SUPPORT
Bayer
01.2006 - 11.2007
ACTIVE DIRECTORY ADMIN
National Starch & Chemical
06.2004 - 01.2006
Applied Mathematics to Computing
UNAM FES Acatlan
Master of Science - Business Intelligence And Data Analytics
OBS Business School
Bachelor of Science - Computer Systems Engineering
Tec de Monterrey CCM
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