Thalia Sobrino
Seattle,United States
Summary
As an IT Services Professional, I have 10+ years of experience in leading ITSM processes, ITIL culture, and implementing internal and external metrics to guarantee the quality and performance of the IT services.
I am passionate about delivering solutions that enhance the business and customer experience with tech services, leveraging my skills in project management, ITIL and IT Governance mapping, communication, and leadership. I am a key and must member in IT organizations that value innovation, collaboration, and excellence.
Overview
9
9
years of professional experience
Work History
IT Services Management Senior Manager
DHL Express US
Washington, United States
01.2023 - Current
- Head of the ITSM ( IT Service Management) ITIL processes with the main objective of ensure that operation management provides appropriate resource levels for any service requirement
- Conducted meetings with senior executives to discuss strategy and plan future initiatives related to IT services.
- Developed and implemented service strategies, policies and procedures to ensure IT services met customer needs.
- Monitored the performance of all IT services to ensure SLAs were being met or exceeded.
- Ensured IT and Security compliance with applicable laws, regulations, policies, and procedures across all business units.
- Responded to major incidents reported to department, assuming role of chief for emergency situations.
- Developed and implemented asset management plans to maximize return on investments.
Service Delivery Manager (ITSM)
DHL Express Mexico
Mexico City, Mexico
01.2022 - 12.2022
- Owner of the Organizational Mexico ITSM Processes: Incident Management, Change Management, Problem Management, Assets and Configuration Management, Service Delivery Management, Identity and Account Management, Governance and Audit Metrics, implementation of SLA's, OLA's, and UC's
- Achievements: Enhancement of the change management process, IT Audit results, reduced service transition documentation, Green KPI numbers recovery, ITAM and CMDB data optimization
IT Senior PM for Customer Experience E-Commerce Applications
DHL Express Mexico
Mexico City, Mexico
03.2018 - 01.2022
- Working on IT technical and non-technical projects for Business and CX improvement
- Defined cross-functional strategies, optimized customer experience, proposed active Tech improvements
Service and Delivery Program Manager
NTT Data
Mexico City, Mexico
01.2015 - 02.2018
- Responsible for governance of the service management process, implementation of ITSM culture, implementation of KPIs, managed the delivery of IT Service projects
Education
Master's Degree - Information Technologies Management
Tec Milenio University
04.2019
Bachelor's Degree - Industrial Engineer
Instituto Politecnico Nacional IPN
11.2010
Skills
- Crisis Management
- Influencing and Negotiating
- Problem-Solving
- Process Analysis
- Decision-Making
- Reliability
- Service Recommendations
- Workflow Management
- Service Now Expert
Websites
Personal Information
Title: IT Services Professional
Hobbies and Interests
Travel and Music Concerts
Timeline
IT Services Management Senior Manager
DHL Express US
01.2023 - Current
Service Delivery Manager (ITSM)
DHL Express Mexico
01.2022 - 12.2022
IT Senior PM for Customer Experience E-Commerce Applications
DHL Express Mexico
03.2018 - 01.2022
Service and Delivery Program Manager
NTT Data
01.2015 - 02.2018
Master's Degree - Information Technologies Management
Tec Milenio University
Bachelor's Degree - Industrial Engineer
Instituto Politecnico Nacional IPN
Similar Profiles
Andres CorellaAndres Corella
Sr. Network Supervisor at DHL Express USSr. Network Supervisor at DHL Express US
Parker TimmermanParker Timmerman
Field Service Supervisor at DHL Express USField Service Supervisor at DHL Express US
Sujey NunoSujey Nuno
Delivery Driver at FINISHINE EXPRESS - DHL EXPRESSDelivery Driver at FINISHINE EXPRESS - DHL EXPRESS