Elza Fontes
@elzafontes
Senior Project Manager driving telecom software delivery and service excellence.
What I'm looking for
I am a Senior Project Manager and Service Delivery Leader with 20+ years in IT and Telecommunications, focused on software delivery, staff augmentation and digital transformation. I excel at building global teams and optimizing operations to increase customer satisfaction and profitability.
My career includes leading projects across three continents, managing budgets exceeding BRL 20M, and directing delivery for large OSS/BSS estates. I have a proven record of improving billable utilization, reducing costs, and ensuring mission-critical SLA performance.
I’m trilingual (Portuguese, English, Spanish) with dual Brazilian and Portuguese citizenship and permanent residency in Argentina, open to international relocation. I combine ITIL, Agile, and DevOps practices with strong stakeholder engagement to drive measurable outcomes.
Key achievements include structuring new global operations, leading teams of 30+ across continents, delivering and supporting 240+ OSS/BSS applications, and executing capacity and backlog reduction strategies that improved service levels and financial results.
Experience
Work history, roles, and key accomplishments
Sr Project Manager
AGT Networks
Dec 2024 - Present (1 year 1 month)
Leading telecom and cybersecurity staff-augmentation projects exceeding BRL 20M, coordinating logistics for imported equipment and optimizing billing to achieve financial targets.
Launched and structured a global operation for the LinkedIn MSR project, reduced backlog to ensure SLA excellence across Argentina, India, and Poland, and delivered performance forecasts to senior leadership.
Service Delivery Lead
Mobile Computing
Dec 2020 - Sep 2022 (1 year 9 months)
Led Incident, Request, and Change Management (ITIL) for PRISMA MP, acted as business-unit escalation owner, and executed capacity planning to optimize engineering resource allocation.
Incident Manager
Amdocs
Jan 2017 - Jan 2019 (2 years)
Oversaw incident triage, RCA, KPI monitoring and Agile delivery for mission-critical services, maintaining SLAs across supported applications.
Service Delivery Manager
Amdocs
Jan 2016 - Jan 2017 (1 year)
Served as client relationship owner and led project and budget delivery initiatives focused on customer success and operational performance.
Production & Software Factory Manager
Amdocs
Sep 2012 - Jan 2016 (3 years 4 months)
Directed OSS/BSS support for approximately 240 applications and led global teams in software delivery, improving operational reliability and support processes.
Manager, OSS Assurance
TIM Celular
Jan 2010 - Jan 2012 (2 years)
Managed national OSS operations, supervised 240 OSS systems and implemented cost-reduction strategies through strategic resource optimization.
Systems Support Coordinator
Intelig Telecomunicações
Jan 2003 - Jan 2010 (7 years)
Managed teams supporting 100+ OSS systems and led deployment and integration of OSS across multiple business units to improve operational capability.
Education
Degrees, certifications, and relevant coursework
Universidade Federal Fluminense
Master's Degree, Production Engineering
Master's degree in Production Engineering from Universidade Federal Fluminense.
Centro Federal de Educação Tecnológica Celso Suckow da Fonseca
Bachelor's Degree, Telecommunications Engineering
Bachelor's degree in Telecommunications Engineering from CEFET-RJ.
Availability
Location
Authorized to work in
Job categories
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