Renata Cunha

Strategic Technical Manager with a robust background in Service Delivery, Escalation Management, and Release Governance. Expert at bridging the gap between high-level business strategy and technical execution. Proven track record at global firms (Solvay, OutSystems, Global Blue) directing cross-functional teams to resolve complex challenges, manage global infrastructure security, and align technical workflows with C-level priorities.

Technical Change & Release Manager at Solvay (2025-10 – Present)

• Release Governance: Orchestrate the end-to-end lifecycle of software and infrastructure changes, ensuring 100% service readiness while minimizing operational risk.
• Strategic Alignment: Serve as the primary liaison between Engineering, Product, and Executive teams to ensure release schedules directly support overarching business goals.
• Process Excellence: Implementing ITIL and Agile methodologies to streamline workflows, significantly improving response efficiency across global operations.

Service Delivery Manager at Global Blue (2023-01 – 2025-10)

• Service Stability: Directed the delivery and stability of Traveller-facing services (Web, App, and Backends) in high-stakes production environments.
• PCI & Security Compliance: Directed the delivery of Traveller-facing services (Web, App, Backends) within highly regulated PCI-compliant environments. Proactively managed vulnerability risks and infrastructure performance to meet strict security standards.
• Crisis & Infrastructure: Led stakeholder management during critical incidents and managed infrastructure security requirements, including Pentests and vulnerability mitigation.
• Performance Management: Defined team KPIs and managed vendor relationships to ensure strict SLA compliance.

Escalation Manager at OutSystems (2021-09 – 2022-12)

• Cross-Functional Leadership: Managed company-wide escalations across R&D, Sales, Marketing, and Technical Support, driving resolution for high-priority client issues.
• Compliance & Investigation: Conducted deep-dive investigations into client complaints regarding legal matters and service delivery, ensuring robust compliance plans were executed.
• Strategic Crisis Resolution: Collaborated directly with the Senior Management Team to manage expectations and provide tactical solutions during company-wide escalations

Support Engineer at OutSystems (2017-10 – 2021-09)

• Operational Efficiency: Designed new ticket-handling procedures that met revised department KPIs and increased overall team efficiency.
• Quality Assurance: Conducted internal audits to maintain strict compliance with ISO 9001 standards.
• Mentorship: Trained and mentored new hires on technical workflows and operating models.

Academic Foundation in Physics Engineering – Faculdade de Ciências da Universidade do Porto