Open to opportunities

jose tavares

@josetavares

Message

I improve customer operations, Azure service delivery, and retention through data-driven governance.

Portugal

Message

What I'm looking for

I'm looking to lead business operations, customer experience, or service delivery initiatives where I can improve customer lifecycle performance, operational efficiency, SLA governance, and measurable business outcomes.

At Microsoft, I optimize operational performance and service delivery for a global enterprise Azure Identity portfolio, reducing MTTR by 18% and operational escalations by 15%.

I've built my career across Microsoft, Altice Portugal, MEO, and TMN, leading customer lifecycle governance, B2B account management, service quality, and large-scale operations. I partner with Product, Engineering, Sales, and Operations teams to improve workflows, customer adoption, SLA performance, and retention.

I bring 15+ years of experience designing operational frameworks, KPIs, dashboards, playbooks, and continuous-improvement programs that make service delivery more consistent and customer-focused.

Experience

Work history, roles, and key accomplishments

Current

Support Engineer & Queue Manager, Azure Cloud Identity

Current

Microsoft

Sep 2022 - Present (3 years 11 months)

Responsible for operational performance, customer lifecycle governance, and service delivery optimization across a global enterprise Azure Identity portfolio. Managed high-priority enterprise customer relationships, governed operational KPIs, and drove process optimization and automation initiatives.