Global Service & Operations Leader

Andres Figueroa Copenhagen · +45 21170118 · kampstand@hotmail.com LinkedIn · Personal Website Professional Profile Multilingual Global Service & Operations Leader with 20+ years of experience across EMEA, APAC, and the Americas. Proven track record leading global IT service and technical support organizations of 90+ staff, implementing KCS, improving SLA/KPI performance, and driving automation using ServiceNow, Zendesk, Jira, and Power BI. Experienced in international recruitment, onboarding, vendor coordination, tenders, logistics support, and multilingual customer-facing operations. Fluent in Norwegian, Danish, Spanish, and English. Core Strengths Global Service Operations · ITSM · KCS Knowledge Management · SLA/KPI Improvement · ServiceNow · Zendesk · Jira · Power BI · Escalation Management · Recruitment & Onboarding · Vendor Coordination · Tender/Bid Support · Workflow Automation · AI Tools · Multilingual Leadership Professional Experience Kamstrup — Norway & Denmark Head of Global Service Operations · 2021 – August 2023 Promoted from System Operations Manager to lead global 24/7 technical support across APAC, EMEA, and the Americas. Managed 90+ employees, including Team Leads and Regional Managers. Implemented KCS and ServiceNow automation workflows, reducing support backlog by 50%, improving SLA metrics by 20%, and increasing retention by 15%. Contributed to global leadership, AOP planning, ISO-aligned vendor coordination, customer tenders, Singapore office expansion, and recruitment across Denmark and DACH. Sennheiser Communications — Denmark Head of Global Support & Service · 2015 – 2020 Led global three-tier support with 90+ employees, including call centres in India and the Netherlands. Deployed Zendesk, Jira, and Power BI for multichannel support, reporting, and automation. Built KCS-aligned knowledge bases, recruited 100+ staff, and launched offices in Tokyo, Osaka, and Sydney. Supported B2B and D2C channels, tender documents, service contracts, logistics partners, international warehouses, social media support workflows, and Amazon OEM negotiations. GN Store Nord / Jabra — Denmark Senior Global Technical Support Specialist · 2012 – 2015 Created multilingual knowledge base content, standardized support terminology and response formats, represented Jabra’s support strategy at international summits, and implemented scalable documentation frameworks using CMS tools. Supported recruitment and onboarding of global customer service staff. CA Technologies — Denmark Escalation & Queue Manager · 1999 – 2011 Designed escalation protocols using CA Unicenter for pan-European teams. Led virtual support across EMEA, authored global technical standards, and improved ITSM maturity across escalations, SLAs, and asset lifecycle processes. Awarded “Best in Class – Europe” and “Best in the World – Documentation.” Alfa Laval — Denmark Nordic Support Manager, Contract · 2023 Led Order-to-Cash support across Nordic countries and participated in the Nordic Leadership Team, aligning logistics, finance, and service delivery. Earlier Experience Garmin · IBM · Lexmark · Olivetti · UDI · Other Roles Technical Support · IT Compliance · Sales Support · Customer Support Worked across international technology, support, and compliance environments. Experience included GPS solutions for automotive OEMs and fleet clients, troubleshooting, customer guidance, IT support, compliance-related processes, and operational service delivery. Supporting Details Tools & Platforms ITSM & Support: ServiceNow, Zendesk, Jira, CA Service Desk Data & Reporting: Power BI, MySQL, SQL CRM: Salesforce, Microsoft Dynamics Collaboration: Teams, Slack, Confluence, SharePoint Web & CMS: WordPress, Joomla AI & Creative Tools: ChatGPT, Midjourney, NotebookLM, AI Studio, Canva Compliance & Process: GDPR, ISO Standards, SLA Management Education, Certifications & Courses ITIL Foundation · Scrum & Agile Project Management Courses · AI Applications in Industry, 10 ECTS · Garuda Plus Profile Certification · University of Oslo courses in Philosophy, Biology, and Psychology · High School Diploma, Chile & Norway Languages Norwegian — Fluent · Danish — Fluent · Spanish — Fluent · English — Fluent · Swedish — Basic AI & Innovation Projects GetaJob — AI-powered job application assistant. Figurcheck — AI-based document comparison tool. Amazon KDP Projects — Self-published six AI-generated children’s books, gaining direct experience with Amazon publishing and support tools. Career Note In 2024, took leave to care for a terminally ill family member in Chile. Interests Calisthenics · Meditation · Hiking · Classical Guitar · Creative Writing · AI Illustration · Prompt Engineering · AI Video Production · Table Tennis VR