Màrio Viseu

Senior Service Delivery and Engagement Manager with more than 15 years of experience leading customer-facing operations, managed services, service governance, and global delivery teams within multinational telecommunications and technology environments. Recognized for driving operational excellence, customer satisfaction, service transformation, and continuous improvement initiatives across complex enterprise accounts. Strong expertise in stakeholder management, SLA governance, KPI performance management, escalation leadership, risk mitigation, and customer success.

Proven ability to bridge business objectives and technical operations while maintaining long-term trusted customer relationships.

Engagement Manager at CAPGEMINI (2025-01 – Present)

I am an Engagement Manager with extensive experience leading client engagements and delivering complex projects that drive business value. I work closely with stakeholders, manage cross-functional teams, and ensure successful outcomes aligned with strategic objectives. I act as a trusted advisor, building strong client relationships while identifying opportunities for growth and innovation

Team Business Manager & GNOC & Operations Manager at CAPGEMINI (2020-01 – 2025-01)

• Operational service delivery management.
• Incident and escalation management.
• Service restoration leadership.
• Operational review governance.
• Executive reporting.
• Team leadership and coaching.
• SLA compliance management.
• Continuous service improvement.

Service Delivery Coordinator at CAPGEMINI (2017-01 – 2020-01)

Service Delivery Coordinator with experience managing service operations and ensuring the timely delivery of customer solutions

• Executive stakeholder management.
• Service governance and customer reviews.
• SLA and KPI compliance management.
• Escalation leadership and resolution management.
• Engagement risk management.
• Financial governance and forecasting.
• Resource planning and capacity management.
• Continuous improvement of leadership.
• Daily service operations management.
• Customer communications.
• Escalation coordination.
• KPI and SLA monitoring.
• Service governance reporting.
• Cross-functional coordination.
• Customer satisfaction management.

Network Performance Engineer at CAPGEMINI (2013-01 – 2016-01)

• Performance monitoring and analysis.
• Network optimization activities.
• KPI governance and reporting.
• Service quality improvement initiatives.
• Operational support and troubleshooting.

Technical Manager | Core Network Specialist at SIEMENS / NOKIA SIEMENS NETWORKS (1991-01 – 2013-01)

Held multiple leadership and technical management responsibilities within large-scale telecommunications environments.

• Core network operations management.
• Technical leadership.
• Customer-facing coordination.
• Incident, problem and service management.