Victor Jose Luis Rodriguez

Service Delivery Manager with 15+ years of experience in Telecommunications and IT, leading multi‑account delivery, customer success, and operational excellence, SLA/KPI governance, and customer P&L accountability. Proven track record in contract management, vendor coordination, and continuous improvement initiatives. Recognized for building strong client relationships, leading multicultural teams, and ensuring customer satisfaction through operational excellence and governance frameworks.

Currently pursuing PMP certification to strengthen project management expertise. Adaptable to dynamic environments, and committed to delivering best-in-class customer outcomes.

Implementation Manager / Coordinator at Ericsson México (2024-09 – Present)

Coordinating engineers for RAN site implementation (4G/5G) for main customers in Mexico and Costa Rica

• Coordinating engineers for RAN site implementation (4G/5G) for main customers in Mexico and Costa Rica (Telcel, AT&T & Claro Costa Rica)
• Validated technical documentation (OTAs, OTs, RFIs, Site Surveys, Blueprints)
• Audited and managed materials supply and materials purchase forecasting
• Supported Project Managers in critical projects
• Achievements: Documentation approval for Telcel RAN modernization (2025); validation of documentation for Claro Costa Rica (2025), HW optimized purchasing for AT&T Mexico (2024–2025)

Service Delivery Manager at Ericsson México (2011-12 – 2024-10)

Managed telecom services for AT&T, Telmex, Telefónica, Telcel, Panama NSC

• Managed telecom services for AT&T, Telmex, Telefónica, Telcel, Panama NSC
• Coordinated technical teams for CORE, RAN, OSS, ENIQ, Cloud (UNICA), Packet CORE (SGSN-MME), and legacy
• Acted as primary point of contact for clients, coordinating incident resolution and escalations
• Led client-facing meetings to present KPIs, service outcomes, and improvement plans
• Partnered with engineering teams and stakeholders to ensure seamless service execution
• Implemented continuous improvement initiatives, increasing KPIs and customer satisfaction
• Coordination of engineers and ticket/incident resolution
• Management of integration projects, HW supply, and software upgrades
• Negotiated contracts, optimized KPIs, and led agile workflows
• Built and maintained strong client relationships, serving as primary contact for AT&T, Telmex, Telefónica, and Telcel
• Partnered with engineering teams to ensure technical delivery met client requirements
• Achievements: KPI increase AT&T Mexico (2024), contract renewal Telmex (2022–2024), LTP >95% Telefónica Mexico (2021–2024). High-level client relations and customer satisfaction improvement (CSI)

Technical Support Manager at Pantech Mobile México (2006-10 – 2011-10)

Certified mobile phones (2G/3G) with Telcel and Telefónica

• Certified mobile phones (2G/3G) with Telcel and Telefónica
• Responsible for nationwide post-sales support
• Managed Authorized Service Centers and spare parts logistics
• Achievements: Introduced new models to Mexican market, optimized after-sales processes, resolved Profeco cases, reduced Telcel penalties to zero

Telecom Engineer at Samsung Electronics México (2002-03 – 2006-10)

Provided nationwide post-sales support for CDMA/GSM to main mobile operators

• Provided nationwide post-sales support for CDMA/GSM to main mobile operators (Telcel & Telefónica)
• Trained Authorized Service Centers in CDMA repairing
• Managed rework projects and software updates
• Achievements: Improved repair efficiency, optimized mobile performance repairing, strengthened after-sales network

Team Leader Project Manager at Ericsson Telecom (1997-04 – 2002-01)

Coordinated application system implementations and rollouts across Latin America

• Coordinated application system implementations (V4.0–V7.0, PPCS)
• Rolled out AXE and Prepay platforms across Latin America
• Managed critical incidents in AXE exchanges
• Achievements: Successful rollout of Ericsson AXE/Prepay, resolution of critical outages, system updates improving reliability

Installations sub manager at Interactivo S.A. de C.V. (1996-06 – 1997-04)

Installed Pay Per View systems (Videotel) in hotels

• Installed Pay Per View systems (Videotel) in hotels
• Integrated audiovisual solutions for revenue growth
• Achievements: Successful Videotel implementations, optimized installation processes

PMP Project Management Professional in International Program in Project Management – BSG Institute (2025-11 – 2026-10)

Master of Business Administration in MBA – Universidad Latinoamericana (2008-05 – 2010-01)

Bachelor's Degree in Mechanical and Electrical Engineering – Universidad Nacional Autónoma de México (UNAM) (1990-01 – 1995-12)