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Clement Fernandes

@clementfernandes

I lead IT service operations, ITSM transformation, SLA governance, and continuous improvement across security and support.

Portugal

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What I'm looking for

I'm open to Operations, Service Delivery, or Team Management roles where I can improve ITSM processes, strengthen SLA and KPI governance, lead teams, and deliver measurable service improvements.

At MC Digital, I lead the implementation of a new ITSM platform for Security & Operations, redesigning Incident, Major Incident, Change and Problem Management workflows around ITIL practices. I monitor SLAs and service metrics, turn operational insights into corrective actions, and connect technical teams with business stakeholders.

Previously, I led and developed an 8+ person service-desk team supporting L'Oréal through Fujitsu, improving tool adoption by 30% and strengthening SLA performance, workforce planning and risk management. My background also includes major-incident control, service-process improvement, ServiceNow administration, quality management, and frontline technical support.

Experience

Work history, roles, and key accomplishments

Current

Service Manager – Security & Operations

Current

MC Digital

Feb 2026 - Present (8 months)

Leads implementation of a new ITSM platform and redesign of Incident, Change and Problem Management workflows aligned with ITIL. Monitors SLA performance and drives continuous service improvements.

ITSM ITIL Incident Management Change Management Problem Management SLA Management ServiceNow Process Automation Stakeholder Management Reporting

Team Manager – Project: L'Oréal

Fujitsu

Feb 2021 - Feb 2026 (5 years)

Led and mentored a multi-skilled service-desk team of 8+, driving SLA improvements and workforce planning. Owned Business Continuity Plan documentation and standardized tool usage, accelerating adoption by 30%.

Team Leadership Mentorship SLA Management Workforce Planning Business Continuity Planning Risk Management Process Standardization Tool Adoption

Service Request Fulfilment & Quality Controller

Fujitsu

Jul 2019 - Sep 2021 (2 years 2 months)

Managed end-to-end service request fulfilment ensuring 100% SLA compliance. Authored process documentation reducing onboarding time by 25% and led quarterly process-review workshops cutting error rates by 15%.

Service Request Management SLA Compliance Process documentation Escalation Management Process Improvement Training performance reporting

Service Process Controller

Fujitsu

Nov 2018 - Jul 2019 (8 months)

Monitored critical service processes and coached a team of 5 agents, improving first-contact resolution by 18%. Led major-incident war-room sessions and conducted root-cause analyses reducing repeat issues by 22%.

Process Control Coaching Incident Management Root Cause Analysis ISO Standards Training Stakeholder Management

Major Incident Controller

Fujitsu

Jan 2018 - Nov 2018 (10 months)

Acted as lead controller during high-severity incidents, directing war-room activities and stakeholder communications. Defined escalation protocols reducing MTTA by 30% and conducted post-incident reviews.

Incident Management Major Incident Management Escalation Management Root Cause Analysis Training Continuous Improvement

Service Desk Agent

Fujitsu

Mar 2017 - Jan 2018 (10 months)

Provided frontline technical support across diverse endpoints and enterprise applications. Maintained high customer satisfaction ratings and documented all ticket activities in ServiceNow.

Technical Support ServiceNow Customer Satisfaction Incident Management Documentation

Senior Advisor

Concentrix

May 2015 - Mar 2017 (1 year 10 months)

Provided Tier-2 technical support for Apple devices, resolving 90% of cases on first contact. Managed end-to-end case follow-up and acted as escalation hub for complex hardware and software faults.

Technical Support Apple Products Escalation Management Quality Assurance Customer Service