Wendy Canul Ceballos

Technology leader with 20+ years of experience leading IT Service Delivery, Governance, Infrastructure Operations, and Cybersecurity programs supporting 1,200+ users across 53 locations. Experienced managing multidisciplinary teams, vendor ecosystems, and technology investments exceeding MXN 3 million annually. Recognized for driving operational excellence through governance, process improvement, cybersecurity, infrastructure modernization, and customer-focused service delivery.

IT Service Delivery, Governance & Cybersecurity Manager at Bepensa Motriz (2010-02 – Present)

• Directed IT service delivery operations supporting over 1200 users across 53 business locations while maintaining SLA compliance above 90.76%
• Led a multidisciplinary team of 6 professionals responsible for infrastructure, cybersecurity, technical support, and business continuity services.
• Implemented governance frameworks and operational controls that reduced compliance gaps by 17% and improved operational risk management.
• Managed annual technology budgets exceeding MXN 3 Million while achieving operational performance targets and cost optimization initiatives.
• Reduced critical technology incidents by 12%, increasing operational availability for revenue-generating business operations, through proactive monitoring, problem management, and service improvement programs.
• Managed relationships with 11 strategic technology vendors supporting infrastructure, cloud, cybersecurity, and telecommunications services, improving service performance and operational reliability.
• Developed business continuity and disaster recovery programs protecting 10+ critical systems and achieving 95% recovery test success rates.
• Created executive dashboards and KPIs to measure service delivery, operational performance, cybersecurity posture, and risk exposure.
• Led US cluster IT governance and cybersecurity framework design, execution, and cross-border tech standardization.
• Co-designed and deployed an automated SoD tool, driving a 35% cycle time reduction and achieving zero audit findings in institutional controls
• Led enterprise incident response and Business Continuity execution during a major ransomware event, restoring 100% of critical business services and minimizing operational disruption.
• Led high-performing teams to secure elite GPTW workplace climate scores of 93.99% and 90.76%, consistently surpassing organizational goals by up to 4.22%.

Systems Operational Support Engineer at Plenumsoft (2008-01 – 2009-12)

• Provided specialized second-level technical support for Business Intelligence (BI) and Business Applications (AP) platforms for large-scale Pemex end users
• Developed and programmed analytical reports of complex data and operational indicators, ensuring optimal performance and technical availability of the critical applications of the installed base.

Head of IT Regulations and Technical Support at JAPAY (2004-02 – 2007-12)

• Led technical support operations, optimizing area functions and service delivery.
• Drafted technical specifications for high-value IT equipment and peripheral procurement tenders.
• Defined and executed the Technology Governance Framework for Service Delivery.
• Designed and delivered technology training programs to maximize workforce productivity.

Technical Support Engineer at Super San Francisco de Asís (1999-12 – 2004-02)

• Delivered technical support services to end users, ensuring availability and reliability of business-critical systems.
• Coordinated implementation and operational control of technology projects supporting systems development initiatives.

Master of Science in Computer Systems – TecNM

Bachelor of Science in Computer Systems Engineering – TecNM