Tomás Pedreño García-Lapuya
Daganzo de Arriba,M
Summary
Professional with strong background in managing delivery processes and driving successful project outcomes. Skilled in coordinating teams, optimizing workflows, and adapting to evolving project requirements. Known for fostering collaboration and ensuring alignment with organizational goals. Adept in problem-solving, resource management, and maintaining high standards in fast-paced environments.
Overview
4
4
Languages
18
18
years of professional experience
Work History
Senior Solution Delivery Manager / EU Operations Lead
Applause
08.2021 - Current
- Liaised with client and testing services teams during software and hardware application development and implementation. Managed and coordinated testing teams across Europe to ensure project alignment and timely delivery. Hiring and onboarding new team members and standing up new Facilities. Incident and project management: design, implementation and analysis. Created and consolidated global processes to ensure consistency and meet client performance expectations.
- Led cross-functional teams to enhance project delivery efficiency and client satisfaction.
- Developed and implemented strategic plans for continuous process improvement across delivery operations.
- Managed stakeholder relationships to ensure alignment on project goals and timelines.
Service Manager “IBERIA”
Tata Consultancy Services
11.2019 - 08.2021
- Conducted analysis, management, and postmortem review of critical and major incidents impacting the airline Iberia. Created and implemented follow-up and improvement actions assigned to the corresponding technical and development departments responsible for resolution.
- Oversaw service delivery operations, ensuring compliance with client specifications and quality standards.
- Implemented process improvements, enhancing efficiency and reducing operational bottlenecks across service teams.
- Developed training programs for staff, fostering skill development and improving team performance metrics.
RPM Global Hardware Manager
Electronic Arts Software
04.2014 - 04.2018
- Analysis, creation and continual improvement of processes and services following ITIL methodologies on a new team. Project management: build out, decommission, increase and decrease demand across all WW development and testing locations.
- Defined and implemented KPIs and SLAs with service providers, stakeholders and vendors. Managed incidents and escalations, logistics, documentation creation and review, service automation, and budget.
- Led hardware development projects, ensuring alignment with production timelines and quality benchmarks.
- Oversaw team performance, mentoring staff on best practices in hardware management and troubleshooting.
- Implemented process improvements that enhanced efficiency in hardware lifecycle management and resource allocation.
RPM Global Support Analyst Lead
Electronic Arts Software
10.2013 - 04.2014
- Analyzed and improved departmental services to enhance overall effectiveness. Led transition to ServiceNow, focusing on SLAs, categorization, database design, setup and implementation. Designed and consolidated portfolio of services to streamline offerings. Problem and Incident escalation. Developed and executed global internal processes documentation and implementation.
- Analyzed and resolved complex issues, improving system performance and user satisfaction.
- Collaborated with cross-functional teams to enhance product functionality based on user feedback.
RPM Global Support Analyst
Electronic Arts Software
05.2013 - 10.2013
- Service analysis and Improvement within the department. Documented and implemented global internal processes to standardize operations. Reviewed, analyzed, and consolidated internal processes and services to ensure global consistency across locations and teams.
- Analyzed support tickets to identify recurring issues and recommend solutions.
- Documented troubleshooting procedures to streamline support processes and enhance team efficiency.
Mastering Lab Senior Technician
Electronic Arts Software
09.2008 - 04.2013
- Managed encryption, IP distribution, and internal security for the Mastering department. Provided customer support and managed ticketing processes. Tracked, analyzed, and improved processes for internal and external IP distribution, streamlining operations and increasing reliability.
- Implemented system updates, ensuring compliance with industry standards and improving user experience.
Education
PostGraduate - Sustainable Development
Universitat Oberta de Catalunya
01-2007
Prince2 Foundation Certificate - Project Management
Axelos
ITIL Planning, Protection and Optimization Certificate - undefined
Exin
ITIL v3 Foundation Certificate - undefined
PeopleCert
Certificate - Advanced English
University of Cambridge
BA - Tourism
Universidad Rey Juan Carlos de Madrid
Madrid01-2005
Erasmus Program - Tourism and Hospitality
NHTV Breda
Breda, Netherlands01-2004
Skills
- Service Delivery Management
- Project Management
- Incident & Problem Management
- Service Delivery Optimization
- Product lifecycle management
- Team leadership
- Advanced user skills on tools like Jira, Confluence, ServiceNow, Tableau, Remedy, Qlik, MS Suite, Google Workspace
- Technical proficiency
- Reporting tools
- Distribution coordination
- Test design and execution
- Service level agreements
- Stakeholder management
Languages
English: Business level
German: Intermediate skills
French: Basic skills
Spanish: Native
Timeline
Senior Solution Delivery Manager / EU Operations Lead
Applause
08.2021 - Current
Service Manager “IBERIA”
Tata Consultancy Services
11.2019 - 08.2021
RPM Global Hardware Manager
Electronic Arts Software
04.2014 - 04.2018
RPM Global Support Analyst Lead
Electronic Arts Software
10.2013 - 04.2014
RPM Global Support Analyst
Electronic Arts Software
05.2013 - 10.2013
Mastering Lab Senior Technician
Electronic Arts Software
09.2008 - 04.2013
Erasmus Program - Tourism and Hospitality
NHTV Breda
BA - Tourism
Universidad Rey Juan Carlos de Madrid
Certificate - Advanced English
University of Cambridge
ITIL v3 Foundation Certificate - undefined
PeopleCert
ITIL Planning, Protection and Optimization Certificate - undefined
Exin
Prince2 Foundation Certificate - Project Management
Axelos
PostGraduate - Sustainable Development
Universitat Oberta de Catalunya