Service Manager (Logistics)

Fujitsu TS
7/2011 - 12/2014
Main Activities
Service Delivery Monitor/Report/Control, Stock controller, KPI's and database analysis and reporting, SAP (SD and MM modules), Excel (Macros, VBA Programmer). IT Change management. Service Design/Architecture and Service Transition activities.

Participation on the contracts negotiations, mainly from service operations perspective;
Responsible for the vendor management /categorization, maintenance and contract reviews;
Definition/implementation of Service Level Agreements (SLA's), Operation Level Agreements (OLA's) and underpinning contracts, follow-up and monthly reporting;
Establishment, follow-up and reporting of Service KPI's with respective stockholders (internal and external);
Service cost analysis (budget/forecast/actuals, trends) and reporting;
Service architecture (business process, application and data) definition and documentation;
Ensure that service procedures and other related work instructions were properly documented and up to date;
Responsible for training material creation and conduct training sessions when required;
Service availability management based on SAP data inputs (MTBF, MTBSI, MTTR);
Incidents and change status monitoring in CA (Service Management tool);
Prioritization and coordination of changes/enhancements with the respective support teams (SAP and other applications);
Create test scenarios, organize and execute user acceptance testing (UAT) when required;
Inventory management, plan and execute actions to ensure service asset's lifecycle information reliability. Also ensure the assets data flow within different IT applications is consistent;
Constant day-to-day activities follow-up, escalations, issues route cause analysis, troubleshooting and fixing;
Identify and coordinate service delivery improvement initiatives together with development and IT support teams.

Business and Entrepreneurial Advisor

AIRO - Industrial Business Association
9/2005 - 2/2011
Entrepreneurial Mentoring, Finance Analyst (Business Plans) and Consulting, Project Manager, Trainer Excel and Word.


ExcelEnglannin kielireportingcontrollingSAP-SD/MM modulesLogisticsLiiketalousFinance



Superior Management Institute (ISG)
10/2010 - 9/2011
Logistics and Transport Management


University of Coimbra
10/1996 - 1/2004
Major: Economics/Business
Minor: IT