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Juan Silva

Global IT Director at

Summary

I am seasoned Global Information Management Professional for fast-moving, leading organization, small and large. Extensive experience on global multi-million dollar projects, Payment ecosystem, Payrolls, Salesforce automation and ERP systems; skilled in all phases of the project life cycle under Waterfall and Agile methodologies.  Experienced in creating winning strategies with strong knowledge of business processes, world-class in profitable alliances with vendors and suppliers; proven record of leadership skills in managing multicultural teams in a matrix-management organization; multilingual professional, accustomed to travel and open to relocation. Core qualifications include:

  • Global Strategic & Operational Technology Planning
  • Waterfall & Agile delivery methodologies
  • Situation-Based Global Outsourcing & Off-Shore
  • Technology innovation and optimization
  • Organizational Development & Change Management
  • ERP’s, Emerging Technologies & Enterprise Architecture

Major achivements

Mobile payment system in China: Defined and implemented resource management, budget and procurement management processes to deploy an innovative eMobile payment product in China, which included new data center, hire staff of 120 resources and sign contract with multiple vendors. After few months of implementation, it reached the rate of more than 10 million transitions and an average of 15 thousand new customers a day.

 Global Enterprise CRM Implementation: Designed enterprise IT-CRM strategy, using BPM (Business Process Management) methodology to replace legacy models. Built a global, standardized, and scalable model built upon EA (Enterprise Architect) best practices. Negotiated contracts with software and consulting vendors to implement enterprise SaaS / Cloud Computing solutions. Established new knowledge bases and support model and reduced enterprise application portfolio by 5%.

International Salesforce.com implementation: Developed enterprise sales force automation strategy that was implemented throughout Latin America and North America. Reduced application portfolio by 4%, decreased expenses by $1MM, and improved productivity by 12%.

Canada & Puerto Rico SAP Implementation: Implemented SAP in Canada and Puerto Rico markets. Implemented offshore / outsourced (BPO) services for Finance and Procurement; completed in 10 months.

China Salesforce.com Implementation: Automated 1200 sale reps by deploying Salesforce.com in China, generating 10% improvement in rep’s performance, while reducing data processing from 3 to 1 month and increasing sales by 12% in a $200MM business.

Global CRM Standardization: Developed/implemented $8MM CRM project: e-Commerce, customer self-service, website and call center totally integrated, while website traffic increased by 42% and on-line sales by 1%.

Brazil SAP Implementation: Led Brazil SAP implementation, replacing local processes and applications with global standards. Implemented offshore outsourcing (BPO) service for Finance, reducing operating cost by 3% on $190MM business.

Information Technology Divestiture Implementation: As result of Mead Johnson Nutrition divestiture from Bristol-Myers Squibb, and as member of senior IT leadership team, I Led and drove business and technical transformation, defined global strategy to replace and migrate fundamental systems and areas such as ERP’s, legacy applications, data repositories, processes and infrastructures, and created new IT organization structure based on separated business model

Work experience

2011Present

Sr. Director, Global E2E Delivery Management 

American Express

Define and execute E2E global implementation strategies and processes by using Agile methodology to deploy an alternative bank solution (new concept of ePayment/eBanking) in international markets. Built technology and management organization to deploy technology solutions in international markets; engaged multiple functional teams such as Risk, Compliance, Legal and Finance just to name a few to deploy mobile and online solutions in China and US.

  • Implemented and managed Agile delivery methodology for Amex Serve division with more than 34 scrum teams with new releases every other week.
  • Developed proposals for prepaid solution in international markets such as Brazil, UK, Spain, Canada, and Mexico.
  • Implemented technology program portfolio, resource and budget management to develop and deploy mobile payment with local partnership in China.
  • Developed and delivered Preloading payment options by integrating Amex Serve platform with Tax services in partners such as Intuit(Protax) and Jackso Hewitt
20062011

IT Director, Global Demand Generation (BRM-Business Relationship Management)

Bristol Myers Squibb / Mead Johnson Nutrition, IN, USA

Architect of IT CRM strategy and initiatives, provided direction on IT services for marketing and sales divisions to develop and deploy strategies for attracting and retaining customers; responsible for leading relationship with senior business management worldwide to develop and deploy strategies, execute plans and provide direction on application portfolio and infrastructure solutions. Implemented and provided day-to-day multiple projects leadership and decision making  with emerging  technologies such as SAP, Cloud Computing, Salesforce.com, Web services, ECM / WCM, Digital Marketing, Mobile, MOSS, Call Centers, just to name a few, to support the entire life science organization across the globe. Led 6 direct and 24 indirect staff in addition to cross-functional teams in North America, Latin America, Europe & Asia including service providers such as IBM, EDS/HP, BT and AT&T; reported to the CIO/VP.

  • Developed enterprise analytic and reporting architecture strategy to integrate SAP, Saleforce.com, and enterprise data warehouse capabilities.
  • Designed enterprise architecture strategy for call center applications by using Salesforce.com; implemented in Canada; saved $90K locally.
  • Defined and implemented global strategy to standardize sales force automation solutions by using Salesforce.com on where I negotiated global contract to customize and deploy Salesforce.com in China, Latin America, USA and Europe, integrated with SAP and MJN Data warehouse.
  • Created IT enterprise web service unit; designed enterprise Internet website platform using MOSS (MS SharePoint) architecture based on SOA principals; created foundations for business websites harmonization initiative; Implemented global website development guidelines and hosting services policies; reduced/eliminated websites outages.
  • Co-led IT infrastructure transformation for migrating email systems and data, as well as replacing network, voice and wireless infrastructures at 85 locations in 42 countries with 6000 users and a $20MM budget; successful turn detachment from BMS.
20032006

Regional CIO / IT Director, Latin America, Brazil

Bristol Myers Squibb

Regional CIO's role; responsible for all IT services in 12 Latin American markets. Created regional organization based on business strategy and highest quality services; developed and deployed strategic plan to implement shared service model on IT governance, application support, helpdesk and project management on cross-functional management environment to support different business operations, multiple manufactory plans and life science organization in the region, with staff of 6 managers and as many as 92 IT employees/contractors; responsible for $6MM on IT budget to support $750MM business. Reported to the IM VP, Asia/Pac and Latin America

  • Redesigned Information Management organization and services; achieved an operating cost reduction by 35% in Brazil.
  • Replaced Payroll & HelpDesk services by offshore solutions; reduced IT operating cost by 10% in Brazil.
  • Saved the company US$1MM; increased Sale Reps productivity by 12% after consolidating and standardizing sales force automation systems.
  • Saved the company $750k by centralizing 12 AS/400 servers and eliminated 6 data centers
  • Rationalized application portfolio and delivered application shared services model; reduced Information Management support cost in $1.2MM.
20002003

IT Regional Manager, Central America & Andean Pact, Venezuela

Bristol Myers Squibb

Responsible for regional IT services; Managed resources and budget, led Application support/development and Project implementations, Defined IT strategies to deliver services and solutions linked with Business strategies and plans. Established and adapted IT processes and procedures, built IT organization, implemented web services such as e-commerce and e-training. Lead and manage staff of 42 resources, over 2,000 users in 17 sites across 7 countries. Main accomplishments:

  • Centralized 7 AS/400 into a new Corporate Data Center; reduced infrastructure cost in $750K
  • Designed and Implemented regional Sales Force Automation solution; Increased rep productivity by 12%
  • Standardized all Payroll systems in 7 markets; reduced application cost in $120K
  • Created a regional application shared service unit; reduced IT support cost in $90K
19922000

IT Manager, Venezuela and Central America, Venezuela

Bristol Myers Squibb 

Responsible for Venezuela IT service: Create, manage and implement IT projects aligned with corporate initiatives and business needs, working closely with local business leadership to identify opportunities to increase productivity and increase sales force efficiency by using new technology solutions. Establishing local partnership with local outsourcing companies to provide help-desk service support; define and manage local IT budget to ensure that financial and business objectives were achieved. Lead and manage staff of 17 resources, over 400 users, in 5 locations, including manufacturing and warehouse facilities. Main accomplishments:

  • Design and implement Sales Force Automation solution for Clairol division to centralize customer orders process, Credit collection and internal communication and digital presentations; Increased sales force productivity on 5%, reduce customer back-orders on 22%
  • Design and implement automated monthly ERP closing process, reduced business performance reports delivery time from 4 days to 12 hours

Education

20032004

MBA

Business School São Paulo, Brazil

Marketing on Pharmaceutical Products

20012002

MBA

Marketing & Business

19971998

Specialization 

Finance for Executives

19841988

BS

Computer Sciences

Skills

10
LANGUAGES

English - Spanish - Portuguese 

10
TECHNOLOGY EXPERTICE

SAP, CRM, Cognos, ORACLE, Salesforce.com, MS-SharePoint, BPCS, AS/400, PBX, Web services, Social Media tools/apps, Cloud Services, EDI, Webphere, Business Object, Content Management tools, Lotus Notes, .NET, Java, PHP, MySQL, Windows Platform, MS-Project, Rally just to name a few.