Freelancer profile translated to English.

Description

I help companies transform IT into a scalable, reliable, and business-aligned function.

20+ years evolving from software engineering to Head of IT roles, covering delivery, service operations, and platform governance.

I specialize in IT transformation across the full lifecycle: build → run → optimize (ITIL4, DevOps, AI-enabled operations).

Recent impact:

• MTTR ↓30% and incidents ↓25% through ITIL4 implementation

• AI-driven automation scaling quality monitoring from 3% to 70%

• €300K/year savings via AI assistant (2x ROI)

I lead teams (20+), manage €M budgets, and align IT with measurable business outcomes.

Available for interim leadership, transformation programs, or operational scaling.

Languages

English
Native or bilingual
Spanish
Native or bilingual
French
Fluent
Russian
Native or bilingual

Workplace preferences

Can work on-site

Castelldefels (up to 50km)

Zurich Insurance Group Ltd Zurich
BU | IT Platform Owner (CRM)
June 2025 - Today (1 year)
Barcelona, Spain
• ● Manage €2.4M+ annual budget across CRM ecosystem (Salesforce, Genesys, platform evolution)
• ● Strengthened platform resilience and compliance by implementing backup, monitoring, and GDPR-aligned data governance
• ● Delivered AI assistant for 300+ agents, reducing AHT by 20% and improving FCR by 15%, generating €300K annual savings (~2x ROI)
• ● Implemented AI-driven quality monitoring, scaling coverage from 3% manual to 70% automated across 2M+ calls/year
• ● Positioned platform capabilities to support broader IT transformation in customer operations
IT Transformation Leadership ITIL4 Service Management AI Transformation & Automation Platform Governance (CRM/SaaS) IT Budget & Vendor Management
Zurich Klinc
Head of IT Service Management
June 2023 - June 2025 (2 years)
Barcelona, Spain
• ● Built and led a 20-member IT Service Management organization supporting 500+ users
• ● Delivered full ITIL4 transformation, moving IT from ad-hoc to structured enterprise operations
• ● Implemented end-to-end ITSM processes (Incident, Problem, Change, Request) and governance
• ● Reduced MTTR by 30% and incident volume by 25%, significantly improving service stability
• ● Introduced SLA/KPI frameworks enabling data-driven performance and accountability
• ● Established strong alignment between IT and business, improving responsiveness and service quality
Zurich Klinc
Senior Project & Release Manager
July 2022 - June 2023 (11 months)
Barcelona, Spain
• ● Led delivery of multi-channel SaaS platform across mobile, web, and backend systems
• ● Implemented Release Train model, improving delivery predictability and release cadence
• ● Reduced production incidents via structured release governance and quality controls
• ● Accelerated time-to-production for critical fixes
• ● Ensured audit compliance and traceability across all releases

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Bachelor of Engineering (B.Eng.)
Concordia University
2006
Bachelor of Engineering (B.Eng.)
AI for Leaders – Digital Transformation
AI for Leaders – Digital Transformation

Check out Igar's education

Igar Perez

Product Owner | IT Transformation by AI & Ops

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