Erik Jabur

Key Responsibilities 🤝 Stakeholder Engagement & Relationship Management • Act as the primary interface for M&S stakeholders, ensuring expectations around service levels, transition timelines, and support operations are consistently met • Engage senior stakeholders across M&S sites to understand business needs and service requirements • Build and maintain strong partnerships with regional and local M&S leaders • Collaborate with support vendor delivery managers to align service delivery expectations • Work closely with the DTED Manager for M&S sites on technology and service initiatives • Represent Client Services & Experience interests in M&S forums and governance meetings • Navigate cultural differences and language barriers to ensure effective communication across international teams   📊 Vendor Performance Management • Monitor and analyze comprehensive Client Services KPIs across all three service lines: Digital Desk, Onsite Support, and Specialized Services • Ensure support vendor delivery consistently meets established SLA targets • Conduct regular, data-driven vendor performance reviews • Proactively identify and escalate performance gaps to the Client Services & Experience Manager • Provide actionable recommendations for service delivery improvements • Facilitate vendor performance improvement dialogues and action planning sessions   🔄 Digital Transition Project Coordination • Coordinate end-to-end digital transition projects for Sanofi industrial sites migrating to the NEO Global IT Support model • Monitor readiness assessments and support project planning, execution, and monitoring activities for M&S site transitions • Manage go-live coordination and hypercare periods to ensure smooth site onboarding • Facilitate cross-functional collaboration between global teams, regional stakeholders, and vendor partners • Track project milestones proactively, identifying and mitigating risks before they impact delivery

• Led a multi-country IT support operation spanning LATAM and France, ensuring consistent service quality and SLA adherence across diverse regulatory and cultural environments. • Transformed service delivery quality by implementing standardized KPI frameworks and continuous improvement cycles, driving measurable gains in first-call resolution rates and user satisfaction scores. • Managed IT asset lifecycle for thousands of endpoints across multiple geographies, ensuring compliance with Sanofi's global IT policies and data protection standards. • Optimized staffing models and skill development programs, ensuring teams were equipped to support evolving technologies and business demands across all supported regions. • Produced executive-level performance reporting with trend analysis, enabling proactive identification and resolution of recurring issues before they impacted business operations. • Strengthened vendor governance by coordinating with local IT vendors for onsite services, aligning contractual obligations with operational performance targets.

• Delivered IT support services to 6,500+ commercial users across LATAM, maintaining high availability and responsiveness critical to field sales operations. • Managed multi-million-dollar IT budgets, including full ownership of Service Desk operational costs and PC Renewal (PC Renew) capital planning aligned to global IT policies. • Drove supplier selection, contracting, and performance management for key IT service providers, ensuring stability, continuity, and cost efficiency of IT services. • Contributed to global IT audit and regulatory compliance initiatives, providing structured data and evidence packages to support internal audits and external regulatory agencies. • Created cross-functional synergies within the IT department by aligning regional operations with global project requirements and standardization initiatives.

• Lead the Workplace Services Delivery manager is responsible for Business HQ LATAM and Panama & Central America geography (22 countries). • Primary point of contact for IT teams related to the infrastructure and focus on Local Service Operations. • Network and Mobile Services Operations. • Manage local vendors, contracts, purchase process and Infrastructure Services budget. • Lead the Service Level Management, Asset Management, Service Review Governance focusing on the "Service Improvement Plans" for IT BPs & customers. • Manage and/or support the Infrastructure Services project delivery & business project delivery that requires local services or resources. • Delivery of agreed Service Levels for all infrastructure services (Local or Regional). • Primary point of contact for other IT teams related to operations and service level in the country. • Ensures Infrastructure Services deliverables alignment with the business priorities of the country/region integrating the deliver from all Infrastructure Services / Technology Operations. • Accountable for incident, problem management and crisis/escalations that affect the local business or critical systems. • Negotiate, agree and manage operational plans, service level agreements and budgets and monitor implementation to ensure targets are met. • Ensures Infrastructure Services staff use agreed global, standardized IT Service Management processes e.g. for Financial Management, Supplier Management, IT Security, Application Support, Asset Management, Service Design, Service Transition Management, Knowledge Management, Tools & Workflow. • Forecast annual budget requirements for site infrastructure needs • Ensures effective evaluation of business risks and issues related to operational incidents, potential application changes and internal audit reports. Implement appropriate risk management processes and take appropriate and timely actions.

Promoted to lead Workplace Services for LATAM, managing one of the region's largest IT asset portfolios and delivering two landmark headquarters transformation projects. • Managed a portfolio of 20,000+ IT assets across LATAM, overseeing full lifecycle management from procurement to decommissioning, ensuring optimal performance and compliance. • Delivered the "CASA NOVA" headquarters transformation project in Brazil — defining, contracting, and implementing all audio/video and workplace technologies for a new 1,500-user administrative headquarters, on time and within budget. • Delivered the "EVOLUTION" headquarters project in Panama — leading the full workplace technology implementation for a new 350-user administrative hub, including AV infrastructure and end-user computing environments. • Led a team of 70 professionals (employees and contractors) supporting 6,000 users in Brazil, maintaining high service quality and team engagement across a complex, multi-vendor environment. • Owned CAPEX IT planning and execution for LATAM, aligning investment decisions with business growth priorities and technology refresh cycles. • Managed printer outsourcing services and Sales Force Service Desk operations, optimizing cost-per-page models and field support responsiveness.

• Coordinated IT support operations for 6,000 users in Brazil, managing a team of 70 professionals and ensuring consistent service delivery across Service Desk and Onsite Support functions. • Drove budget planning and cost control for the Service Desk area, including PC Renewal programs aligned to defined IT policies. • Managed supplier selection and contract governance, ensuring service continuity and cost efficiency across key IT outsourcing relationships. • Supported global IT projects by providing structured data for audits and regulatory requirements, contributing to Sanofi's compliance posture.

• Managed large-scale client accounts with annual revenue of R$120M+, leading all phases from technical proposal architecture through implementation, transition, and transformation. • Led and coordinated 200+ professionals (employees and contractors) across multidisciplinary teams, driving performance through ITIL and PMI-aligned processes. • Designed and implemented Service Desk operations using Erlang capacity planning methodology, ensuring optimal staffing models and SLA compliance for enterprise clients. • Defined and governed contracted SLA indicators, producing executive reports and analytics that enabled proactive service improvement and client retention. • Built and managed IT vendor ecosystems, capturing, maintaining, and optimizing internal and external supplier relationships to maximize service quality and cost efficiency. • Led technology refresh, rollout, and inventory management projects, delivering physical and electronic asset lifecycle programs across complex enterprise environments.

Managed a team of 115+ professionals across Service Desk, Onsite Support, and Network Operations, delivering outsourced IT services to major enterprise clients. • Oversaw a client portfolio with R$8M annual revenue, managing full project lifecycle from proposal through delivery for clients including Whirlpool, Dow Química, PricewaterhouseCoopers, Ticket SA, and Equifax. • Implemented and managed outsourcing programs covering Software Support, Remote Control, VIP User Services, IMAC (Installation, Movement, Addition & Change), and hardware/software inventory management.

Built a 10-year career delivering IT outsourcing solutions to major Brazilian enterprises, establishing a strong foundation in service operations, team leadership, and client management. • Bridgestone Firestone do Brasil — Implemented and managed a full-scope Service Desk Outsourcing program covering 1,800 users across 6 sites, including Local Support, Network Operations, and Print-on-Demand services. Deployed Kaseya management platform across 1,200 machines and implemented WSDS incident management tool processing 2,000 calls/month. • Fidelity Processadora e Serviços S/A — Led a 45-professional team (Service Desk, Local Support, Network Administration, and Network Operations), implementing WSDS incident management at scale with 10,000 calls/month. • Marisa Lojas Varejistas — Executed a nationwide rollout covering 220 stores, deploying 1,000 pieces of equipment and installing 75 multifunction devices across Brazil. • Mangels Indústria e Comércio — Managed hardware/software support and network administration across 5 sites, handling an average of 2,000 calls/month.