Ibelka Goicoechea
@ibelkagoicoechea
I lead managed services operations, transforming service delivery, SLA performance, and scalable cross-functional teams.
Dominican RepublicWhat I'm looking for
At iQtek, I lead Managed Services, Cybersecurity, and Renewals operations for 50+ enterprise customers and a USD 5–10M portfolio. I coordinate service delivery, KPI and SLA routines, executive reporting, escalations, and cross-functional execution.
I manage a 33-person organization and lead ISO 9001, ISO/IEC 20000-1, and ISO/IEC 27001 governance initiatives, maintaining two consecutive years with zero nonconformities.
Previously at Thryv, I directed a service organization of up to 274 employees and led an operating-model redesign that reduced the workforce to 79 while maintaining service quality and continuity. I delivered USD 141K+ in savings through process redesign, resource optimization, productivity improvement, and performance management.
Across Vivial and ViaOne, I led digital transformation, Salesforce implementation, workflow redesign, and operational scaling. I improved quality from 95% to 98.9% and reduced processing time from 72 to 24 hours through structured process improvement and KPI discipline.
Experience
Work history, roles, and key accomplishments
Managed Services, Cybersecurity & Renewals Operations Manager
iQtek
Jan 2024 - Present (2 years 8 months)
Lead day-to-day operations across Managed Services, Cybersecurity and Renewals for 50+ enterprise customers and a USD 5–10M portfolio, coordinating service delivery, operational performance, and cross-functional execution. Standardize processes and governance to improve consistency, accountability, service quality, and scalability.
Directed a large-scale service organization of up to 274 employees, with accountability for productivity, quality, workforce planning, customer delivery, KPIs, and SLAs. Led operating-model redesign and capacity optimization that reduced the workforce from 274 to 79 while maintaining service quality and continuity.
Senior Publishing Manager
Vivial
Jan 2010 - Dec 2020 (10 years 11 months)
Led digital transformation, Salesforce implementation, service redesign, and operational improvement initiatives across customer-facing and production environments. Partnered across business functions to turn operational and customer needs into scalable workflows and technology-enabled processes.
Operations Manager
ViaOne
Jan 2007 - Dec 2010 (3 years 11 months)
Helped build and scale startup operations, creating workflows, staffing models, governance routines, operational controls, and performance-management practices. Improved quality from 95% to 98.9% and reduced processing time from 72 to 24 hours through structured process improvement and execution discipline.
Education
Degrees, certifications, and relevant coursework
Pontificia Universidad Católica Madre y Maestra (PUCMM)
Master's Degree, Operations Management
Master's Degree in Operations Management from Pontificia Universidad Católica Madre y Maestra (PUCMM).
Universidad Católica de Santo Domingo (UCSD)
Bachelor's Degree, Clinical Psychology
Bachelor's Degree in Clinical Psychology from Universidad Católica de Santo Domingo (UCSD).
Barna Management School
Executive Development Program, Executive Development
Executive Development Program at Barna Management School.
INTRAS
Executive Development Certificate, Executive Development
Executive Development Certificate from INTRAS.
Tech stack
Software and tools used professionally
Availability
Location
Dominican RepublicAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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