Jorge Alejandro Moreno Bustamante

Senior Customer Service Delivery / Program Manager

15+ years leading cloud, service delivery, and multi-country programs. Hybrid Agile–Waterfall governance, real-time dashboards, and customer success for regulated industries.

  • Hybrid delivery: Agile execution mapped to Waterfall milestones
  • Jira ↔ Confluence dashboards · Airtable internal cockpit · Slack automation
  • Cloud: Azure · AWS · OpenShift/Kubernetes
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Snapshot

Location
CDMX (Remote)
Languages
EN / ES
Focus
Service Delivery, Cloud
Industries
Banking, Insurance, HCM

Selected Projects

3M LATAM Payroll Rollout (Workday + SAP)

13-country SaaS payroll deployment. Hybrid Agile–Waterfall: six 4-week sprints mapped to client milestones. Jira→Confluence dashboards; Airtable internal for capacity/risks; Jira→Slack alerts for high-critical issues.

Citibanamex · Microservices & OpenShift

Cloud & platform program management in a regulated bank. Migration planning, observability, and incident governance.

MetLife · Cloud Modernization

Program delivery for cloud foundation and app modernization. Service delivery governance and KPI dashboards.

Tools & Practices

Delivery & Governance

  • Hybrid Agile–Waterfall
  • Service reviews, RAG, back-to-green
  • Risk/Dependency management

Platforms & Cloud

  • AWS · Azure · OpenShift/K8s
  • Observability & incident governance
  • Security & compliance alignment

Ops Tooling

  • Jira + Confluence (live dashboards)
  • Airtable (internal cockpit)
  • Slack automation (alerts)

Certifications

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