YeTI Tecnologia · 2026 · Operations & services
Redesigning the operating model of an MSP
How the operation’s cash position grew by 60% in four months.
- operating cash in 4 months
- operating cash in 4 months
- cash position, before and after
- cash position, before and after
- SLA held throughout the change
- SLA held throughout the change
Context
When I took over, the company was a managed-services provider with 450+ active clients, 19 people across six functions and a service portfolio that had grown by demand rather than by design. Growing with margin meant redesigning the operation without letting service levels slip.
What was done
I redesigned the operating model and the service portfolio, introduced OKR and KPI management, standardised the service desk with playbooks and structured onboarding, and applied AI and automation to ticket handling and internal processes.
My role
Director of Technology & Operations, directly leading all six functions and accountable for the operation’s results.
Outcome
- 01Operating cash up 60% in four months.
- 02SLA above 95% across 1,200–1,600 tickets a month.
- 03Goals and indicators tracked per function, making delivery more predictable.
- 04Less manual effort in support through AI and automation.
Let’s talk.
Open to Technology & Operations leadership roles in Brazil, the US and Europe, including relocation.
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