Edwin Cortes

Edwin Cortes Phone: - Location: Aguascalientes, Mexico Email:- Professional Summary Strategic and results-oriented Service Delivery Director with 16+ years leading global infrastructure and operations teams across retail, manufacturing, and healthcare industries. Expert in ITSM frameworks, stakeholder engagement, and financial governance, with a proven ability to scale service operations, enhance system reliability, and align IT performance with business goals. Recognized for driving transformation, building high-performing teams, and delivering measurable value in complex, high-impact environments. Experience Service Delivery Director ModernIT Feb/2023 – Current 1. Oversaw end-to-end IT service delivery across Projects, Support (L1–L3), Digital Transformation, and Client Success teams, ensuring service excellence for over 40 clients. 2. Led a cross-functional organization of 40+ professionals, including 5 direct-report managers, fostering a high-performance culture and driving accountability at all levels. 3. Defined and executed strategies to improve SLAs, reduce incident resolution times, and optimize resource allocation across managed service environments. 4. Collaborated directly with clients and stakeholders, ensuring alignment between technical delivery and business outcomes, while strengthening long-term partnerships. 5. Championed digital transformation initiatives, enabling process automation, enhanced reporting, and the adoption of modern tools to elevate service efficiency and client satisfaction. Achievements – 1. Increased client satisfaction scores by 27% within 12 months by standardizing service delivery processes and implementing a proactive incident management model. 2. Reduced operational costs by 18% through strategic workforce optimization, vendor renegotiations, and the introduction of automation across support and project delivery workflows. 3. Led a digital transformation program that accelerated project delivery timelines by 30% and contributed to a 20% YoY revenue growth across the MSP’s managed services portfolio. Service Delivery Manager/ITSM Leader Softtek Mexico Sept/2015 – Jan/2023 1. Led cross-functional infrastructure teams, including network, server, database administration, telecom, monitoring, and service desk, to ensure uninterrupted service for critical healthcare operations. 2. Managed end-to-end service delivery, driving SLA compliance, availability targets, and operational performance across multiple technical domains. 3. Oversaw ITSM processes for Incident, Problem, Change, Request, and CMDB, ensuring alignment with ITIL best practices and continuous process improvement. 4. Coordinated with client stakeholders and internal teams to resolve high-impact incidents, lead root cause analysis efforts, and implement long-term preventative solutions. 5. Ensured platform stability and service continuity through proactive capacity planning, risk management, and governance of infrastructure services in a regulated environment. Achievements – 1. Achieved 99.8% uptime across infrastructure services by implementing proactive monitoring, improving incident response protocols, and strengthening cross-team coordination. 2. Reduced major incident volume by 42% year-over-year through root cause analysis, improved change governance, and targeted infrastructure optimizations. 3. Improved SLA compliance from 88% to 97% within 9 months by restructuring service desk workflows, introducing tiered escalation models, and refining ITSM process execution. Business Analyst STTAS Mexico Jun/2013 – Sep/2015 1. Assisted in gathering and documenting business requirements for internal applications and legal workflow tools, working closely with attorneys and support staff. 2. Supported the development and maintenance of reports and dashboards to track case progress, billing data, and document management metrics. 3. Participated in user acceptance testing (UAT) by preparing test cases, coordinating feedback sessions, and validating system functionality against business needs. 4. Collaborated with IT and legal operations teams to troubleshoot system issues and propose enhancements to improve user experience and productivity. 5. Maintained process documentation and training materials, helping new users navigate systems and ensuring consistency across departments. ITSM Consultant Wipro Technologies Oct/2012 – Jun/2013 1. Analyzed and optimized ITSM processes supporting manufacturing and supply chain operations, focusing on minimizing downtime and improving service continuity. 2. Led the implementation of Incident, Change, and Problem Management processes across multiple production sites, ensuring alignment with ITIL standards. 3. Worked closely with plant IT teams and business units to capture requirements and design workflows that supported production-critical systems and logistics tools. 4. Configured and maintained CMDB and service catalogs, enabling better visibility of IT assets and dependencies within manufacturing and distribution environments. 5. Provided training and process documentation to local support teams, ensuring smooth adoption of ITSM tools and consistent execution across geographically distributed sites. Achievements – 1. Reduced incident resolution time by 30% by redesigning escalation paths and implementing structured triage workflows across support tiers. 2. Successfully rolled out a new Change Management process that improved approval efficiency and cut unplanned downtime incidents by 25%. 3. Standardized ITSM practices across 5+ manufacturing sites, ensuring process consistency and better visibility through centralized reporting and CMDB integration. Service Desk Leader Softtek Mexico Feb/2010 – Oct/2012 1. Led daily operations of the Service Desk for enterprise clients GE and AB InBev, managing ticket queues, workload distribution, and service quality for high-volume environments. 2. Supervised a team of support analysts, providing coaching, performance feedback, and ensuring adherence to SLAs and KPIs. 3. Monitored incident trends and recurring issues, escalating to L2/L3 teams as needed and contributing to problem management efforts. 4. Implemented and maintained knowledge base articles and standard procedures, improving first-contact resolution and training effectiveness. 5. Collaborated with client-side stakeholders, including IT managers and regional support leads, to align service expectations and identify areas for continuous improvement. Service Desk Analyst Compucom Sep/2008 – Feb/2010 1. Provided first-line technical support to Merck employees, resolving issues related to hardware, software, network connectivity, and user access. 2. Logged, categorized, and prioritized incidents using ITSM tools, ensuring accurate documentation and timely resolution in alignment with SLAs. 3. Performed remote troubleshooting via phone and remote desktop tools, maintaining high levels of customer satisfaction and technical accuracy. 4. Escalated unresolved issues to appropriate L2/L3 teams, following standard operating procedures and maintaining communication with end users. 5. Supported global users across multiple time zones, adapting to shift schedules and maintaining consistent service quality in a 24/7 environment. Skills • • • • • • • People Management - tracking performance, closeness to people needs and interests, providing feedback, resolving conflicts and staeing. Customer Relationship – communicating and managing a project delivery relationship with customers stakeholders (Managers, Directors and VPs). Managing delivery engagements end-to-end on teams of 50+ FTEs (Pursuit, Start-Up, Transition, Operate, Disengagement) Working knowledge of current technologies, IT Infrastructure, Delivery Techniques and Industry-standard PM methods. Engagement with high visibility, critical business impact and global clients Financial Management – Accountable for budgeting, forecasting and P&L (revenue, margin, expenses) Implement, promote and support deployment of ITSM (IM, PrM, ChM, Req) Education • • BA in Computer Science - UVM San Rafael – Oct 2015 BA in Business Administration – EBC Aguascalientes – Mar 2023 Certifications • • • • ITIL v3 PMP CCNA ServiceNow Administrator (In Progress)