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Ivan Simon Padros

Ivan Simon Padros

Regional Service Operations Management

DIRECTV Latin America

Buenos Aires

Jefe Regional de Gestión Operativa at DIRECTV Latin America

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DIRECTV Latin America

Regional Service Operations Management

The Service Operations Management Team (SOMT) is a Brand inside the IT Processes and Governance area, depending from the Operations & Infrastructure Direction. The SOMT is in charge of Controlling, measuring and assuring quality levels in the operation and management of IT Services. This includes providing results for the compliance of the IT teams, in the execution of IT Processes in place. Also, the SOMT is in charge of training and continual service improvement.
The SOMT is cross functional to all the IT teams in 9 LA countries inside DIRECTV Panamericana.

My role is responsible for leading the SOMT into obtaining the following results:

Transition and implementation of Operations Processes and Procedures
Consolidate regional data for incident, problem and change management
Consolidate regional data for IT Services availability
Consolidate regional data for KPI performance and calculate results
Build and Inform daily, weekly, monthly and OnDemand reports for IT Services performance, failures, problems, changes, KPIs and downtime
Measure IT Teams performance regarding compliance to IT Operations Processes, using points of control based on COBIT
Build and publish Compliance to Operations Processes Report
Lead Daily Operations Meeting
Administrate and manage the processes and information base using Central Desktop
Manage IT Operations communications in Social Cast.
Train IT teams in Operations Processes and Procedures, including activities in SM Tool (ITSM Maximo)
Participate in the design phase of Processes implementation and Support projects
Build annual Plan (Time, Resources & Costs) for SOMT projects
Outsource SOMT operative tasks to Vendors
Lead Continual Service Improvement initiatives.
Be 3rd level escalation for Incident, Problem and Change Management
Construct and Lead Regional Workshops for IT Processes and team consolidation
Lead regional meetings with business areas, to obtain feedback on IT Services quality and improvement points

Career medium 03
Career

Bruchou, Fernández Madero & Lombardi

Cadete

DIRECTV Latin America

Analista de Procesos Regionales

-Responsable por la implementación de procesos de gestión de IT a nivel regional.
-Responsable por la capacitación en herramienta de gestión de procesos ITSM MAXIMO a nivel regional.
-Responsable por la capacitación regional en Foundations ITIL.
-Responsable por la implementación de procedimientos de gestión de incidentes, gestión de cambios, gestión de problemas y gestión de requerimientos.
-Participante activo en el diseño de soluciones de soporte regionales.
-Participante activo en el diseño de configuración de herramienta de gestión ITSM MAXIMO, en línea con los procesos de gestión implementados.
-Punto de contacto entre el proveedor de servicios de Datacenter regional y DIRECTV en cuanto a procesos, procedimientos y herramienta de Gestión MAXIMO.
-Responsable por el liderazgo de la reunión operativa regional para la presentación de incidentes y problemas críticos.
-Relacionamiento Cross con todas las áreas de IT regionales, Centros de Copetencia y Telecenter, en cuanto a procesos IT, procedimientos y herramienta de gestión.
-Viajes: visitas a países de la región panaméricana para impulsar implementación de ITIL y herramienta de gestión. Dentro de las actividades se incluye capacitaciones, charlas y reuniones de alto nivel.

Career medium 02
Career
Career medium 02

Hewlett-Packard

ITO SVC Consultant III

Service Transition activities: Due diligence of Service Management process for costumers. Building of Project Plan for implementing Service Management in customers, followup of activities and client facing presentations on results and project plan status.

Service Operations activities: Focal point for Incident Management, Problem Management and Configuration Management, in assigned customers.

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Xelere (at YPF)

ITIL Consultant

Working with the customer at Production & Infrastructure Department managing tasks to fulfil business goals, assuring that tasks and processes are in line with ITIL best practises.
Design, documentation and implementation of services and processes for the Production & Infrastructure Department, including onsite support service, service level design, change management procedures, help desk processes, and technical support checklists.
Building of monthly Newsletter and communications to the Production & Infrastructure Department members in LA.
Advisor to the customer in desitions involving service strategy, specifically financial management and demand.

Project Management: In charge of leading the project for the externalization of the IT Help Desk and On site support of YPF.

Technical Contractor Activities: In charge of building RFP for technology services, including technical support for Servers, Help Desk, On site support, Hardware acquisition and more.

Evaluator of technical proposals: Analysis and valorization of RFP responses from technology external providers.

Service Design role: Active participation in the designing technology services including service scope, service procedures, relationship models, Service Levels and more.

Career medium 05
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Career medium 03

IBM

Team Leader - Transition Manger

People Management, delivery of daily reports with Business metrics, Agents training. Responsible for articulating the relationship betweenIBM and the Customer. Planning and implementation of best practices and responsible for monthly fulfillment of Service Level Agreements for the Help Desk.
Transition Management Activities: planning and implementation of Help Desk Servicies from North America and Latin America into Argentina.

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Project Manager

Perform project planning
Perform project monitoring and control and report project progress/status.
Perform issue identification, resolution and tracking.
Manage customer relationship.
Conduct project meetings.
Ensure project scope, schedule, budget and quality goals achievement, for printing services.
Ensure fulfillment of service operations, managing the relationship between the customer and the resolution groups within the company.

Career medium 04
Career

Universidad de Buenos Aires

Bussiness Administration

Universidad de Buenos Aires / UBA

Derecho

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Derecho

Cambridge University

Examination, English

Instituto San Martin de Tours

Universitario Bachiller