Open to opportunities

Elza Fontes

@elzafontes

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Senior Project Manager driving telecom software delivery and service excellence.

Argentina

Message

What I'm looking for

I’m seeking senior delivery or program management roles in telecom/IT where I can lead global teams, drive digital transformation, improve SLAs, and manage P&L in a collaborative, growth-oriented environment.

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

Current

Sr Project Manager

Current

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.

Project Management Staffing Augmentation Budget Management Telecom Cybersecurity Logistics Coordination Financial Analysis Stakeholder Management

Service Delivery Manager

Cognizant

Sep 2022 - Dec 2023 (1 year 3 months)

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 SLA Management Capacity Planning Reporting ITIL

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 Management Change Management ITIL Capacity Planning Escalation Management Customer Support

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.

Incident Management Root Cause Analysis KPIs Agile Delivery SLA Management Service Operations Problem Management

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.

Client Relationship Management Service Delivery Budget Management & Customer Success Stakeholder Engagement Project Delivery Performance Improvement

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.