Joyce Freitas

Background

About Joyce Freitas

IT professional with over 10 years of expertise across technical and leadership roles.My career began in infrastructure projects, where I built a solid technical foundation that enabled a natural transition into management, focusing on people, processes, and strategic delivery.I led the creation of a governance structure supporting more than 30 manufacturing clients across Latin America, where I managed multidisciplinary teams, implemented strategic controls, and acted as the key liaison between delivery operations and internal business areas.Currently, I oversee service delivery for a global account, ensuring operational excellence and client satisfaction. My responsibilities include managing SLAs, driving continuous improvement initiatives, handling escalations, and aligning delivery performance with contractual commitments. I also support sales activities, contributing to business development, revenue forecasting, cost optimization, and contract management.Throughout my journey, I’ve cultivated strong relationships with clients, global teams, and executive leadership, always with a focus on people development, consistent results, and high-impact delivery.