Jhonathan Alexis Hernández Orellana

• Lead the Service Delivery & Operations organization for a portfolio of 30+ active enterprise accounts (mostly US-based), representing ~55% of the company's recurring revenue (~USD 20M/year) and a distributed team of 200+ engineers across LATAM.
• Own the operating model for staff augmentation, managed services, and fixed-scope projects, including governance forums, service reviews, SLAs, KPIs, and financial performance (revenue, utilization, shrinkage, gross margin & EBITDA).
• Design and run ITSM-driven processes for incident management, problem resolution, and change coordination, ensuring service continuity, structured root-cause analysis, and continuous improvement across accounts.
• Consolidate the Service Management function as the operational bridge between customers and technical teams, owning escalations, service health reviews, operational SLAs, and executive reporting for key stakeholders.
• Partner with PMO and Technology leadership to standardize delivery practices and DevOps-aligned workflows, define implementation playbooks, and unify monitoring and reporting to increase predictability and time-to-value.
• Drive data-driven governance using the company’s data warehouse and Power BI dashboards to track CSAT, incident trends, utilization, shrinkage, and revenue, enabling earlier risk detection and informed decision-making.
• Recruit, coach, and develop a team of Delivery Managers, PMs, and Product roles, strengthening leadership capabilities, customer-centric mindset, and operational discipline across the regional delivery organization.
• Collaborate closely with C-level and senior leaders (COO, Heads of Tech, Talent, and Customer Success) on regional capacity planning, budgeting, operational OKRs, and strategic initiatives for Service Delivery & Operations.

Key Achievements:

• Drove sustained portfolio growth, expanding recurring annual revenue from ~USD 2M to ~USD 20M in four years, enabled by a stable operating model, consistent governance, and a scalable Service Delivery organization.
• Sustained portfolio CSAT consistently above 90% through targeted improvement plans, stronger Service Management routines, and focused coaching to delivery teams.
• Maintained revenue attainment at ~120% year over year by tightening control over customer concessions, improving predictability of shrinkage, and maximizing team productivity and utilization across accounts.
• Strengthened and scaled the Service Delivery & Operations function to reliably support 30+ enterprise accounts and 200+ engineers across multiple LATAM countries, sustaining a large share of the company’s recurring revenue.
• Replaced fragmented, account-specific practices with a unified governance model (SLAs, KPIs, service reviews, and executive dashboards), giving leadership a clearer view of performance, risks, and priorities across the portfolio.
• Introduced a standardized incident and performance framework that brought a common language for severity, impact, and accountability, enabling earlier detection of issues, more consistent follow-up, and more predictable service outcomes.
• Elevated operational visibility by consolidating key metrics (CSAT, incidents, utilization, shrinkage) into Power BI dashboards, giving C-level and Delivery leaders a single, actionable view of portfolio health to guide decisions and investments.

Achievements:

• Led a team of 130+ Engineers in over eight countries, providing internal/external Quality Assurance Services for more than 30 customers, most of them located in the United States.
• Created the QA service catalog and portfolio with the company's QA offering aligned with operational capabilities, capacity, and global customer expectations.
• Developed and reviewed Quality Assurance Policies and overall service/product quality approach for Internal/External IT services and deliverables.
• Ramped the QA Team from 10 people to 130 in less than two years and defined a competency framework for QA roles & skills, created and executed a team growth and people development strategy to become a world-class team.
• Helped to increase revenue for external Quality Assurance Services from less than $50K/per month to more than $850K/per month.
• Developed the company's overall quality compliance strategy with clear goals aligned with operational objectives, performed a process maturity assessment to determine the action paths to increase profitability with QA Service, and improved customer satisfaction.

• Responsible for defining and communicating test strategies regarding testing activities and milestones, test environments, management of test data, use of test tools (Test management tools & use of automation tools), escalation procedures, quality metrics applicable, etc.
• Work with the business partners, product owner, business representatives, and vendors to verify and validate the business requirements and assist with eliciting and managing test requirements.
• Test estimation and planning, reporting, bug/incident management, stakeholder & vendor management.
• Understand and define areas to calculate the overall risk to the project / Create and define risk contingencies and plans.
• Defining quality standards and metrics for IT projects/products

Achievements:

• Defined and implemented a strategy of comprehensive software testing based on agile methodologies (SCRUM), COBIT, and ITIL, aligned with standards such as ISO/IEC/IEEE 29119, ISO 25000 (Software Quality Attributes), and other complementary reference tools such as bug and incident management.
• Built a specialized team in non-functional testing (mainly load, stress, and high availability testing). This team conducted non-functional testing for more than 15 strategic projects of the company, mitigating several high-impact risks (Main business areas: Digital Transformation & e-commerce, Revenue Management, Aircraft maintenance Operations, etc.)
• Worked with world-class vendors to establish communication and work channels to define the outsourcing scheme for the testing factory (Functional and non-functional scope).
• Established metrics, applied industry best practices, and developed new tools and processes
• Acted as a key point of contact for all QA aspects of releases by providing QA services and coordinating QA resources internally and externally.

• Activity and resource planning.
• Organizing and motivating a project team.
• Cost estimating and developing the budget.
• Responsible for analyzing and managing project risks.
• Responsible for monitoring progress and managing reports and other relevant project documentation.
• Ensure internal and external customer satisfaction and minimize risks.
• Responsible for requirements elicitation and business rules definition and clarification.

Achievements:

• Worked along with world-class vendors (Accenture, Lufthansa Systems, and Amadeus in the implementation of a large Structured Booking Record to provide Inventory and reservations data.
• Manage strategic IT development projects to support the long-term growth of the company.

• Responsible for requirements elicitation, business rules definition, code development, interface development, testing and training for strategic projects of Revenue Management Business Area.
  
• Web Interface development
  
• Accomplish project plan milestones
  
• Business Rules Definition alongside with stakeholders
  
• Solution deployment
  
• Web performance improvements
  
• Code developing and testing
• Maintaining and monitoring project plans, project schedules, work hours, budgets and expenditures.
  

Achievements:

• Evaluated and Implemented a Revenue Management Systems (RMS), for income improvement and optimization of inventory utilization according to forecasting models.
  
• Defined a centralized reporting schema of revenue management & optimization systems data.
  
• Manage strategic IT development projects in order to support the long term company grow.
  

• Responsible for Identifying requirements and business rules.
• Arranging project requirements in programming sequence by analyzing requirements; preparing a work flow chart and diagram using knowledge of computer capabilities, subject matter, programming language, and logic.
• Coding and debugging.
• Confirming program operation by conducting tests; modifying program sequence and debugging.
• Providing reference for use and maintaining user documentation.
• Participated in design and planning exercises for future software rollouts.

• Responsible for Interacting with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• 
  
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP.
  
• Identifying and escalating priority issues per Client specifications.
  

• Responsible for requirements elicitation, business rules definition, code development, documenting.
• Coding, developing and testing.
• Developed diagrams to describe and lay out logical operational steps.
• Planned computer systems using information engineering and structured analysis.