Horace Dcouto

Strategic and results-driven Executive of Service Operations with 20 + years of global experience leading high-impact service delivery, digital transformation, and customer success strategies across MEA, APAC, LATAM, and Europe. Proven track record in P&L ownership (€38M+), global team leadership (120+ vendors & engineers), and predictive maintenance solutions. Expertise in ISO 9001:2015, AI-driven customer analytics, Salesforce CRM, and large-scale digital transformations.

Passionate about driving service innovation, operational excellence, and customer experience improvements, achieving NPS scores of 92% and multimillion-dollar revenue growth in Fortune 500 environments

Strategic and results-driven Executive of Service Operations with 20 + years of global experience leading high-impact service delivery, digital transformation, and customer success strategies across MEA, APAC, LATAM, and Europe. Proven track record in P&L ownership (€38M+), global team leadership (120+ vendors & engineers), and predictive maintenance solutions. Expertise in ISO 9001:2015, AI-driven customer analytics, Salesforce CRM, and large-scale digital transformations.

Passionate about driving service innovation, operational excellence, and customer experience improvements, achieving NPS scores of 92% and multimillion-dollar revenue growth in Fortune 500 environments

Educational Qualifications & Certifications

📍 Leadership & Operations Management

Executive Leadership Development – Dubai Knowledge Park

Program Management (IPM)

Diploma in Industrial Electronics – Telegraph & Wireless India

📍 Quality, Compliance & AI/Cloud Certifications

Google Cloud Digital Cloud Leader | Generative AI for Business Leaders

ISO 9001:2015 Lead Auditor & Implementor | BS OHSAS 18001:2007

ITIL 4, Agile, Digital Transformation, Change Management

📍 ERP & CRM Systems

Salesforce (CRM), SAP (ERP), JDE

📍 Languages

Fluent in 7 languages | Open to 25% monthly travel