Luiz Henrique Sinkoç
Budapest
Summary
Dynamic Service Delivery Operations Manager with BT, driving global SDWAN and MPLS initiatives. Achieved a 30% boost in configuration success through process standardization. Expert in ITIL and stakeholder engagement, leading cross-functional teams to enhance operational excellence and reduce costs by £1M annually. Passionate about mentoring and developing global talent.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Service Delivery Operations Manager
BT
Budapest
08.2022 - Current
- Lead global delivery operations for SDWAN, MPLS, and Internet services globally, Supervising an organization of 70+ people, including Delivery Managers and Engineers, ensuring scalable service activation and operational excellence.
- Boosted configuration success rate by 30% through standardization of technical activation processes.
- Improved RFT by 40% via delivery governance and quality controls.
- Reduced costs by £1M/year by automating manual handoffs and streamlining workflows.
- Built dashboards to track delivery KPIs and enhance visibility for senior stakeholders.
- Oversaw major service transitions and acted as senior escalation point for global delivery issues.
- Drove supplier performance through SLA governance and contract alignment.
SDWAN Technical Operations Manager
BT
Budapest
06.2019 - 07.2022
- Managed technical delivery operations and service assurance for global SDWAN deployments, supporting enterprise customers globally.
- Led the incubation and delivery readiness of SDWAN products (Cisco, VMware, Palo Alto, Fortieth), building a global Centre of Excellence.
- Standardized configuration processes & runbook, increasing success rates by 30%.
- Oversaw technical escalations and root cause analysis to resolve critical service issues.
- Implemented process automation and knowledge documentation to improve efficiency and scalability.
Network Operations Manager - Global
BT
Hortolândia
07.2016 - 05.2019
- Led global 3rd-line Service Assurance and Delivery teams supporting LAN, WAN, and WLAN for strategic enterprise clients.
- Acted as senior escalation for complex incidents and drove improvements through automation and documentation initiatives.
- Launched a global mentorship program, accelerating onboarding and reducing external hiring costs.
- Developed structured learning plans and coaching tracks to upskill internal engineers.
- Supervised a team of 22 engineers across regions, including performance forecasting and budgeting.
- Reduced resolution times through improved escalation handling and automation.
Senior Network Specialist
BT
Hortolândia
07.2014 - 06.2016
Network Support Specialist
AT&T
Hortolândia
04.2007 - 06.2014
- Provided 2nd-line support for LAN, WAN, Wi-Fi, and legacy network technologies across global enterprise accounts.
- Served as technical focal point for infrastructure improvements and service reliability initiatives.
- Contributing to design reviews and implementing new deployments and changes.
Education
Postgraduate Diploma - Networks & Telecommunications
UEL - Universidade de Londrina
Brazil10.2005
Bachelor's Degree - Information Technology
UNOPAR - Universidade Norte do Paraná
Brazil11.2003
Skills
- Global IT service delivery and operations
- Service delivery management
- IT operations and infrastructure
- SD-WAN and MPLS solutions
- Internet connectivity solutions
- Technical project management
- Vendor and supplier performance
- ITIL framework expertise
- KPI and SLA governance
- Process automation and optimization
- Right-first-time initiatives
- Stakeholder engagement and executive communication
- Cross-functional team leadership
- Budgeting and resource planning
- Agile methodologies
- Scrum practices
- Network troubleshooting coordination
- Global team development and mentorship
Certification
- ITIL v3 Foundation
- Cisco CCNA, CCNP & CCDP
Work Eligibility
Fully eligible to work and relocate across the EU without the need for visa sponsorship
Languages
- Portuguese (Brazil), Native
- English, Fluent - C1
- Italian, Basic - A1
- Spanish, Basic - A1
Locations
- Budapest, Hungary
- Hortolândia, São Paulo, Brazil
Personal Information
Citizenship: Italian
Timeline
Service Delivery Operations Manager
BT
08.2022 - Current
SDWAN Technical Operations Manager
BT
06.2019 - 07.2022
Network Operations Manager - Global
BT
07.2016 - 05.2019
Senior Network Specialist
BT
07.2014 - 06.2016
Network Support Specialist
AT&T
04.2007 - 06.2014
Postgraduate Diploma - Networks & Telecommunications
UEL - Universidade de Londrina
Bachelor's Degree - Information Technology
UNOPAR - Universidade Norte do Paraná