Global Supplier Manager - IT Services
Schlumberger
Total years of experience :17 years, 11 Months
Manage global relationships with IT Services suppliers and oversee negotiations and management of hundreds of millions of dollars on IT Services contracts portfolio. Act as a liaison between external suppliers and internal stakeholders to align global strategies across category management, sourcing and procurement, supplier quality, and supply chain management.
• Reduced overall portfolio spent by 6% through contract re-negotiations and introduction of proper sourcing matrix and process and channeling business demand for IT services through Procurement & Sourcing group
• Standardized IT Services critical suppliers’ contracts and worked with vendor partners and legal teams to create a boilerplate which encompasses T&Cs, bench-marking, extended payment terms, and redesigned SLAs
• Developed a bespoke 3rd part Cyber-security risk management program built upon NIST framework to reduce digital exposure with IT Services suppliers. Program has been extended to all other IT subcategories
• Became SME in multiple subjects within Infrastructure global category which led me to be elected the category representative on Supply Chain Digital (Automation, AI, Data Analytics) initiative
• Performed periodic category audits on critical suppliers ensuring any non-conformance with Schlumberger internal policies were properly addressed on a timely manner
Reported to the Director of IT with full accountability for contract operations, service management, and contract management.
Oversaw multimillion contract for Data Center managed services and co-location.
* Drove a major cost reduction initiative on Data Center managed services and effectively reduced total contract spend by
21% within two years through contract renegotiation, baselines realignment with business requirements and infrastructure
optimization
Managed daily Data Center operations with 57 contractors providing L2 and L3 support for more than 400 internal applications running on 1400+ servers. Interfaced with vendors and served as the primary point of contact for critical incidents and changes.
Aligned internal Service Desk and suppliers Incident Management teams’ processes to ensure flawless end-to-end service delivery, improving overall service rating
Through an effective ITIL methodology adoption managed to increase Standard Changes utilization by 121% within four months which led to a significant reduction count of critical incidents and increased systems availability
Introduced regular it security and operational drills and emergency response plan to Data Center contracts, which better aligned suppliers’ processes with internal IT Security policies
Represented Data Center Outsourced team in the IT audit group, ensuring contract compliance with internal policies and SOx
Promoted to manage a diverse team of 35 IT support analysts comprised of 17 different nationalities supporting over 35, 000 users
across Europe, Africa and the Middle East.
* Guided the service desk organization through a major transformation to improve customer experience by improving
forecast accuracy and introducing training and processes which improved efficiency by 40% with no additional headcount
* Redesigned the service desk processes and created layers of support to more efficiently handle multi-level support and
escalation response, which led to a global implementation of the support model
* Invited to represent the Global Service Desk Group on the IT Technical Advisory Board to manage career development for IT
employees and define training roadmaps based on individual performance
* Mentored multiple team members to achieve career advancement representing more than one-third of all promotions in
the IT organization
Managed a team of 15 engineers and service desk analysts providing support across two Real Time Hubs serving around 10, 000
users across Europe, Africa and Russia. Created a model for enhanced service delivery and transformed data availability with the
development of real-time information monitoring tools.
* Led operational planning for a data center move and oversaw the complete revamp of support operations, guiding the
team to top performance and earning highest recognition in the company for leadership excellence
* Drastically improved Service Quality during tenure and achieved a record of zero service quality issues over two years
* Defined new KPIs for support operations that later were adopted by the entire group for global usage
Managed a team of four engineers supporting the migration to a global support model in Brazil. Championed the development of a
real-time data delivery tool, which generated a 40% improvement in net operating costs and created competitive advantage for the
commercial team’s business development initiatives.
courses: Software Development • Universidade do Estado do Rio de Janeiro • Rio de Janeiro, Brazil ITIL Expert (Managing Across Lifecycle) ITIL Intermediate Certification (RCA, PPO, SOA, OSA) Design Thinking for Results (Duke University) VCE Certified Associate (Converged Infrastructure / VBlock) Prince2 Practitioner Certification