DIRECTV Latin America
Regional Service Operations Management
November 2012 — Present
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