Rodrigo Rubio Rojas

Coordinated change and problem management processes within the global automotive industry, applied at the local level to ensure operational continuity and risk mitigation across key projects. Led root cause analysis, post-implementation reviews, and strategic change planning aligned with business priorities. Partnered with cross-functional teams to implement sustainable solutions and drive continuous improvement in service delivery.

• Led IT change management initiatives, ensuring seamless transitions and minimizing disruption to business operations.
• Implemented problem management processes, effectively reducing recurring incidents and enhancing service reliability.
• Collaborated with cross-functional teams to assess risks and develop mitigation strategies for IT changes.
• Facilitated change advisory board meetings, driving informed decision-making and promoting stakeholder engagement.
• Utilized ITIL frameworks to streamline processes, improve efficiency, and enhance overall service delivery.

Led resolution of critical IT service disruptions through ITIL Best Practices, minimizing impact on operations, revenue, and customer experience.

Key Project-Focused Responsibilities:

• Major Incident Management: Directed investigations and recovery planning during high-impact events, coordinating cross-functional teams with clear ownership and deadlines.
• Stakeholder & SLA Oversight: Managed communications and service expectations via Remedy Helix, ensuring project milestones and SLAs were consistently met.
• Process Optimization Initiatives: Supervised global resources and workflows, resolving conflicts and driving continuous improvement in service delivery and knowledge management.
• Led cross-functional teams to resolve major incidents, ensuring minimal disruption to services and maintaining operational continuity.
• Implemented incident management processes that enhanced response times, resulting in improved service reliability and customer satisfaction.
• Developed and maintained incident management documentation, facilitating knowledge transfer and compliance with industry best practices.
• Analyzed incident trends to identify root causes, driving initiatives that reduced repeat incidents and improved overall service quality.

Managing IT change processes for diverse customers, utilizing ITIL Best Practices and multiple tools, including ServiceCenter, ServiceManager, ServiceNow, Jira, and Remedy, to ensure seamless execution of scheduled changes.

Key Responsibilities:

• Risk and Impact Analysis: Conducting thorough reviews of service impacts for change activities, ensuring adherence to best practices and minimizing risks.
• CAB Leadership: Chairing Change Advisory Board (CAB) meetings across multiple customer accounts, including Vidriera de Monterrey, Grupo Modelo, Orbia, Sigma US, Volkswagen Mexico, and Nacional Monte de Piedad.
• Emergency Change Coordination: Leading E-CAB calls to resolve critical priority incidents through emergency change implementations.
• Change Planning and Communication: Organizing weekly CAB sessions, creating and distributing detailed CAB files, and collaborating with OPS teams to present and discuss change activities for customer approval.
• Process Excellence: Ensuring documentation quality, planning efficiency, and fostering process improvements to enhance the change management framework.
• Led change management initiatives to enhance system implementation processes, resulting in improved project delivery timelines.
• Developed comprehensive change strategies that facilitated seamless transitions across various IT projects, minimizing disruption to operations.
• Collaborated with cross-functional teams to assess change impacts, enabling informed decision-making and successful stakeholder engagement.
• Implemented change management frameworks that standardized processes, enhancing compliance and reducing risks associated with IT transitions.

Key-project focused functions:

Implemented initiatives to align IT services with business goals in the IT banking sector, driving customer satisfaction and revenue growth through targeted commercial projects. Managed sales formalization, market analysis, and strategic up-selling to strengthen client relationships. Oversaw post-sales support and developed actionable reports to guide decision-making and optimize commercial outcomes.

• Led strategic initiatives to enhance market positioning and drive revenue growth through innovative business development tactics.
• Developed and implemented comprehensive commercial strategies that improved client engagement and streamlined operations.
• Analyzed market trends and competitive landscape to inform decision-making and identify new business opportunities.
• Collaborated with cross-functional teams to optimize product offerings, resulting in improved client satisfaction and retention.