Customer Success / Delivery Manager

IT leader with 20+ years building and directing technology functions for enterprise and mid-market organizations across LATAM and global markets. Experience managing operational budgets up to US $750K with direct vendor and managed- services decision authority, and leading cross-functional engineering teams of 25+ across L1–L3. Track record of reducing production incidents by 25%, cutting system downtime by 30%, and sustaining 98% SLA compliance through ITSM and ITIL governance. Currently building a complete IT function from the ground up for a 100+ employee organization, covering technology stack selection, vendor strategy, governance policy, and SOP design.