Summary
Overview
Work History
Education
Skills
Certification
Timeline
BusinessDevelopmentManager
Thalia Sobrino

Thalia Sobrino

Seattle,Washington

Summary

Dynamic IT Service Manager with extensive experience in leading service improvements and stakeholder engagement, consistently achieving high customer satisfaction and operational efficiency. Expert in KPI management and service desk optimization, committed to enhancing IT reliability through strategic service improvement plans.

Overview

11
11
years of professional experience
5
5
Certification

Work History

Senior Manager, ITSM

DHL Express
01.2022 - 01.2025
  • Execute ITIL processes, enhancing efficiency
  • Service Desk user satisfaction elevated from 70% to 95%.
  • Drive improvements with feedback analysis
  • Promote continuous service enhancement
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Implemented and developed operational standards, policies and procedures.
  • Utilized data-driven insights to make informed decisions that resulted in higher returns on investments.

IT Service Delivery Manager

DHL Express
01.2021 - 01.2022
  • Managed incidents, reducing downtime by 33%
  • Enhanced IT reliability with 99.9% uptime
  • Boosted user satisfaction with 40% tool adoption
  • Reduced downtime and increased user productivity by proactively identifying potential IT issues and addressing them promptly.
  • Managed change control processes, minimizing disruptions while ensuring seamless implementation of new tools and technologies.
  • Implemented robust incident management procedures to minimize the impact of critical issues on business operations.

Senior Technical Program Manager, CX Ecommerce

DHL Express
01.2018 - 01.2021
  • Collaborated closely with product owners to define clear project scopes and deliverables that met customer needs while adhering to established budgets and timelines.
  • Assessed expected technical challenges and developed proactive solutions.
  • Spearheaded the scoping and planning of multi-faceted technical programs, improving project delivery accuracy by 30%.
  • Facilitated scrum and sprint planning meetings that increased team productivity by 20%, overcoming major delivery bottlenecks.

Service Delivery Manager

NTT Data
01.2015 - 01.2018
  • Oversaw a team that successfully integrated CRM solutions across multiple client platforms, improving customer retention by 20%.
  • Managed the end-to-end project lifecycle for a comprehensive IT infrastructure overhaul for a major financial institution, which resulted in a 15% reduction in operating costs.
  • Collaborated with cross-functional teams to deliver technology roadmaps and budget plans that aligned with clients' strategic goals, leading to a 10% increase in client satisfaction scores.
  • Supervised the training and onboarding of over 200 end-users, fostering a smooth transition to a new Managed IT Complete Care program.

Education

Master's Degree - Information Technologies

Tec Milenio University
Mexico City
01.2021

Bachelor's Degree - Industrial Engineering

Instituto Politecnico Nacional
Mexico City
01.2010

Skills

  • ServiceNow, ITIL (Expert),
  • CMDB,
  • Performance Metrics,
  • Incident, Change and Problem Management
  • Service Optimization
  • Risk Assesement

Certification

  • ITIL V4 Certification - Praxis
  • COBIT 5 - Praxis
  • Professional Certified Scrum Master
  • Business Analysis (BA) - IIBA
  • Project Management Professional (PMP) - PM Institute

Timeline

Senior Manager, ITSM

DHL Express
01.2022 - 01.2025

IT Service Delivery Manager

DHL Express
01.2021 - 01.2022

Senior Technical Program Manager, CX Ecommerce

DHL Express
01.2018 - 01.2021

Service Delivery Manager

NTT Data
01.2015 - 01.2018

Master's Degree - Information Technologies

Tec Milenio University

Bachelor's Degree - Industrial Engineering

Instituto Politecnico Nacional

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Thalia Sobrino