Francisco López

I’m a strategic IT service delivery manager with over 10 years of experience leading mission-critical operations and global support teams across the Nordics, Iberia, and Italy. I’m known for building resilient, decentralized governance frameworks that keep 24/7 service excellence high while empowering teams and supporting sustainable work-life balance.

At Avincis Aviation Technics, I directly lead IT service delivery for mission-critical operations and spearheaded IT roadmap implementation after a major corporate split—ensuring zero downtime for essential services. I designed and implemented a decentralized escalation framework that empowered regional leads to resolve 90% of local incidents independently, reducing management bottlenecks. I also shifted the team from reactive firefighting to a preventive maintenance model using ITIL best practices.

Before that, as a Support Manager at Netex Knowledge Factory, I recruited and scaled a global support team and rebuilt the operational framework to support international growth. I established asynchronous communication and documentation standards using JIRA/Confluence to enable seamless 24/7 coverage across time zones, and I led SLA negotiations while implementing a new community/forum ecosystem to improve customer self-service and engagement. Earlier, as an Assignment Manager at Experis-Microsoft FastTrack Center, I managed EMEA customer onboarding for Microsoft 365 and scaled the department from 5 to 16 people within 6 months.