Erick Duque serves as a Service Delivery Manager at Materna IPS GmbH, where he plays a pivotal role in ensuring seamless service delivery and client satisfaction. With a strong focus on stakeholder engagement, Erick acts as the primary point of contact for customers, internal stakeholders,...
Erick Duque serves as a Service Delivery Manager at Materna IPS GmbH, where he plays a pivotal role in ensuring seamless service delivery and client satisfaction. With a strong focus on stakeholder engagement, Erick acts as the primary point of contact for customers, internal stakeholders, and the managed services team, addressing all service-related issues and queries with efficiency and professionalism. His expertise in incident management and escalation processes allows him to swiftly navigate challenges, ensuring that client needs are met promptly and effectively.
One of Erick's key responsibilities includes the meticulous update of Monthly Service Review reports, which are essential for fulfilling client requirements and contractual obligations. He leads monthly Service Review meetings, where he presents these reports, offering insights into service performance and areas for improvement. This proactive approach not only reinforces client trust but also fosters a collaborative environment for continuous service improvement (CSI).
Erick's technical proficiency encompasses network administration, Active Directory, Microsoft Exchange, and Windows Server, enabling him to bridge the gap between technical teams and clients. His extensive experience in data center operations further enhances his ability to manage complex service delivery scenarios. Fluent in English, Erick effectively communicates with diverse stakeholders, ensuring that all parties are aligned and informed. Through his dedication and expertise, Erick Duque exemplifies the qualities of a successful Service Delivery Manager, driving excellence in service delivery at Materna IPS GmbH.
