Director of Delivery & Operations Leader
Driving global delivery, operational excellence, and business transformation across LATAM, North America, and Europe.
With more than 20 years of experience leading IT Services, Outsourcing, Managed Services, Infrastructure Operations, and Program Delivery, I help organizations transform strategy into execution while improving operational performance, customer satisfaction, and business outcomes.
“Successful delivery is not about managing tasks and timelines. It is about creating alignment between business goals, teams, and customer outcomes.”
Two decades leading delivery at global scale.
I lead global delivery and operations organizations that turn complex, high-risk technology programs into predictable, high-performing outcomes.
Over 23 years at IBM, I grew through eight roles — from Project Manager to Regional Executive — building IBM’s complete LATAM service portfolio from the ground up, managing strategic alliances with Cisco, Avaya, Nortel, and Lucent, and leading a delivery organization of 550 professionals with full P&L accountability.
Since then, I’ve carried that same discipline into global engagements at TCS, Zensar, and Publicis Global Delivery — managing enterprise accounts across the US, Canada, Mexico, and Europe, and stepping in whenever a program needed an executive decision, fast.
What 20+ years in this field have taught me: most project failures have nothing to do with technology. They come from misalignment, poor communication, and teams that measure success in green SLAs while the client is measuring value.
My foundation as an Engineer, paired with an MBA from INALDE Business School, gives me a structural, business-first approach to delivery — and I’m currently extending that into AI-augmented delivery management, the next frontier of this discipline.
Where I add the most value
Service Delivery Leadership
Managing global delivery teams and client relationships end to end.
Program & Project Management
Leading complex initiatives from strategy through execution.
Operational Excellence
Driving efficiency, productivity, and continuous improvement.
Client Success
Building trusted partnerships focused on business outcomes.
Digital Transformation
Cloud, automation, process optimization, and organizational change.
Lessons from the field
Most project failures I’ve seen had nothing to do with technology.
They had everything to do with misalignment. I’ve seen projects with the best tools, experienced engineers, and significant budgets completely miss their goals. The root cause was rarely technical. It was usually one of these:
— Unclear expectations between the client and the delivery team.
— Poor communication between business and technology stakeholders.
— Priorities that changed without proper realignment.
A silent client is not always a satisfied client.
I’ve seen projects where: SLAs were green. KPIs were being met. Escalations were low. The delivery team believed everything was going well.
Then one day, the client moved part of the business to a competitor. The problem was not service quality. The problem was value. While the delivery team focused on meeting contractual commitments, the client was focused on something else entirely.
Continue reading on LinkedIn →I once had to stop a project mid-execution and tell the client their plan was wrong.
Not an easy conversation. But it was the right decision.
We had been asked to reduce costs by migrating a critical platform to a new technology stack. The objective seemed straightforward. Until we looked closer. The proposed solution had never been implemented in a production environment, and the biggest risk was not the infrastructure itself — it was data integrity during the migration process.
Continue reading on LinkedIn →20+ years, four companies, one discipline
20+ years leading global delivery organizations, multimillion-dollar portfolios, and cross-functional teams across LATAM, North America, and Europe.
23 years