Open to opportunities

Luiz Windlin

@luizwindlin

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Experienced IT Service Manager with a passion for customer satisfaction.

Switzerland

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What I'm looking for

I am looking for a role that allows me to leverage my extensive IT service management experience while fostering a culture of collaboration and continuous improvement.

With over 28 years in the IT software industry, I am a seasoned IT Service Manager dedicated to transforming IT service operations. My unique blend of technical expertise and leadership skills allows me to ensure seamless support and continuous improvement in complex, fast-paced environments.

I am passionate about creating user-friendly service frameworks that align with company goals and enhance customer satisfaction. My recent roles have included managing service delivery at FIFA and leading teams in various capacities, where I have consistently achieved significant improvements in service quality and operational efficiency.

Experience

Work history, roles, and key accomplishments

Continuing Education

personal

Dec 2023 - Oct 2024 (10 months)

Undertook training and certification in ITIL 4 Specialist: Plan, Implement and Control. Completed training and certification in ITIL 4 Specialist: Create, Design and Support.

ITIL IT Service Management Continuous Improvement Customer Satisfaction

ICT Service Manager & PMO

FIFA

Jan 2019 - Nov 2023 (4 years 10 months)

Responsible for Service Management activities, supporting the Governance Organization in controlling and monitoring services and projects. Accountable for ICT Change Maintenance process definition and implementation, and maintenance of the CMDB module.

Service Management Project Management ServiceNow Governance

Delivery Manager

Alfapeople

Feb 2018 - Dec 2018 (10 months)

Managed operations and finance controls, headcount analysis, and resource planning. Interacted with other areas such as licenses sales, support, and development, reporting directly to the Local General Manager.

Operations Management Financial Control Resource Management Team Leadership Business Relationship Management

Success Program Manager

Novas Ideias

Jan 2016 - Dec 2017 (1 year 11 months)

Managed customer success relations and programs for clients with specific IT needs, focusing on maintaining high customer satisfaction. Defined software selection programs and managed software development processes using Agile methodologies.

TOTVS ERP Program Management Customer Success Agile Methodologies Software Development Scrum Totvs ERP

Sales Manager

BrasiloZonio

Jun 2014 - Dec 2015 (1 year 6 months)

Defined sales area principles and metrics for a start-up company, and was accountable for Brazilian Sales operations focused on analysis and forecasting. Directly followed up with strategic accounts, achieving a 200% increase in sales partners affiliations.

Sales Management Business Development Sales Forecasting Strategic Account Management Sales Process Optimization Market Analysis

Services Delivery Manager

Infor Global

Jan 2007 - Feb 2014 (7 years 1 month)

Accountable for Brazilian Consultancy operations, managing a team of 35 direct professionals and over 150 consultants from third parties. Led a +US$ 27 million/year business with a year-to-year growth of 60%.

Consultancy Operations Team Management Business Growth Revenue Management ERP Systems CRM WMS

Consulting Manager

SSA Global

Jan 2003 - Jan 2007 (4 years)

Responsible for selling projects to new customers and the installed base. Focused on expanding the company's client portfolio and maintaining strong relationships.

Customer Acquisition Account Management Business Development Sales Strategy

Project Manager

Baan

Jan 1995 - Jan 2003 (8 years)

Managed ERP implementation projects, overseeing budget control and reporting status meetings. Ensured projects were delivered on time and within scope.

ERP Implementation Reporting Implementation Management Software Implementation