spotlight | Victoria Sanchez
Victoria Sanchez
Managed Services Manager
This spotlight's recommendations from Victoria are:
Movie
Music
In this edition of our Spotlight, we’re excited to feature Victoria Sanchez, Managed Services Manager at Mayan Technologies. Known for her strong organizational mindset, commitment to service quality, and collaborative leadership style, Victoria plays an important role in supporting both our clients and internal teams. From overseeing Managed Services operations to helping drive continuous improvement across processes and support delivery, her work has a direct impact on the client experience at Mayan Technologies.
Beyond her professional responsibilities, Victoria values maintaining a balanced and fulfilling life centered around family, personal growth, and staying active. Whether spending time with her husband and children, traveling, or pursuing her passion for running, she brings the same consistency and dedication to her personal life as she does to her role at Mayan Technologies.
Join us as we take a closer look at Victoria’s professional journey, leadership approach, personal interests, and the experiences that continue to shape her growth.
Professional
Victoria’s professional journey reflects continuous growth, adaptability, and a strong commitment to operational excellence. With a background in Engineering and Operations Management, she has developed extensive experience supporting clients, improving processes, and leading teams in fast-paced ERP environments.
As Managed Services Manager at Mayan Technologies, Victoria oversees a team responsible for providing functional and technical support across a wide range of client environments. In this section, we take a closer look at her leadership approach, her perspective on client service, and the skills and principles that continue to shape her career in the manufacturing and operations industry.
What do you do at Mayan Technologies?
I’m the Managed Services Manager at Mayan Technologies, where I oversee a team of seven analysts and junior consultants. Our team is responsible for providing both Tier 1 and Tier 2 support, covering functional and technical needs for clients across Mayan Technologies, particularly those with active Help Desk service agreements.
My role involves helping ensure tickets are handled efficiently, supporting the team with day-to-day operations, and maintaining a high level of service and communication with our clients. I also work closely with the team to help troubleshoot issues, coordinate priorities, and support continuous improvement across our Managed Services operations.
How do you ensure your team consistently delivers high-quality support while meeting performance goals?
I believe consistency starts with strong documentation and clearly defined processes. Structured procedures help maintain service quality while giving the team clear expectations around priorities, response times, and communication standards.
Another important part of maintaining quality is staying aligned with the team. I hold regular one-on-one meetings to review workloads, discuss blockers, and provide support when needed to help minimize escalations.
I also focus on continuous improvement by reviewing recurring issues, identifying patterns, and refining processes to improve efficiency. Clear communication, accountability, and ownership across the team are essential because they directly impact the client experience.
How do you stay motivated and continuously improve your skills, especially in a fast-paced environment like Mayan Technologies?
What keeps me motivated is the constant opportunity to learn and solve new challenges. In a fast-paced environment like Mayan Technologies, there is always something that requires attention, which helps me stay focused and engaged.
I also believe that every task and situation is an opportunity to improve, whether it’s developing new skills, refining processes, or learning from different client scenarios. Staying organized and maintaining momentum allows me to continue growing while adapting to the needs of the team and our clients.
What key skills or qualities do you believe are essential for someone working in a Managed Services environment?
Strong communication skills are essential for understanding client needs, providing updates, and maintaining professional communication throughout the support process.
Accountability and ownership are also critical. Each person should take responsibility for their work and ensure issues are fully resolved.
In a fast-paced environment, time management, prioritization, adaptability, and problem-solving are key, especially as client needs and technologies continue to evolve.
Finally, maintaining a customer-focused mindset and collaborating effectively as a team are fundamental to delivering high-quality service.
How did your journey in the manufacturing and operations industry begin?
My interest in consulting started at university, where several professors ran consulting firms. Although their focus wasn’t on IT or ERP systems, they helped businesses address challenges like reducing employee turnover, formalizing processes, and implementing tools such as KPIs and operational planning systems like Zeus.
My first experience with ERP systems came when I was part of an Odoo implementation. I saw firsthand how consolidating data into a single system could improve efficiency and streamline operations. That exposure sparked my interest in operations consulting, and it became clear that this was the direction I wanted to pursue.
As Managed Services Manager, what areas of the business are you most excited to collaborate with or contribute to?
One of the areas I enjoy contributing to the most is project involvement. I find it rewarding to see projects evolve from the initial stages through execution and delivery, including the challenges that arise along the way. I especially value collaborating with different teams to solve problems and help move projects forward successfully.
I also enjoy maintaining close communication with users and clients, helping ensure alignment, managing expectations, and building strong working relationships throughout the project lifecycle.
Another area I’m passionate about is organization and team development. I enjoy helping structure workloads, define priorities, and align tasks with each team member’s strengths. Supporting the growth of my team and seeing clients optimize their processes over time is very rewarding.
How do you see your role influencing the overall customer experience at Mayan Technologies?
I believe my role, along with the team I manage, has a direct impact on the overall client experience because we are often the first line of support and the primary point of contact for many clients. Their experience and satisfaction are closely tied to the quality of service, responsiveness, and communication we provide.
I see that as both a significant responsibility and an opportunity to help build trust and strengthen relationships with our clients. Every interaction plays a role in how clients perceive our organization, so maintaining a high level of professionalism and support is always a priority for our team.
How do you foster a culture of continuous learning within your team?
I believe continuous learning happens naturally in a Managed Services environment because no two days are the same. Every client has different users, processes, and challenges, so the team is constantly exposed to new situations and opportunities to learn.
I also believe an important part of learning is being able to transfer knowledge from one scenario to another. True understanding comes from recognizing the underlying concept behind an issue and applying that knowledge to different situations, not just solving a single case. That mindset helps the team continue growing and adapting over time.
What are your goals as Managed Services Manager, and what kind of impact do you hope to make in this role?
One of my main goals is to strengthen processes and documentation so we can maintain consistency, improve efficiency, and continue scaling successfully. I also want to ensure the team delivers the high-quality service our clients expect from Mayan Technologies.
Another important focus is team development. I want each team member to continue growing professionally and expanding their skills to handle more complex challenges.
Ultimately, I want Mayan Technologies to be recognized for responsive, reliable, and professional support that consistently delivers value to our clients.
How do you see your leadership evolving as you continue to grow at Mayan Technologies?
As I continue growing at Mayan Technologies, I want to further strengthen processes, team structure, and long-term scalability within Managed Services.
I also want to continue developing a leadership style focused on trust, accountability, and professional growth, helping team members take ownership of their work and continue developing their skills. Ultimately, my goal is to help scale the team and improve service delivery while maintaining the high standards our clients expect from Mayan Technologies.
Preferences + Stats
Years of Experience -
7+
ERP Expertise -
Epicor Kinetic, Epicor ERP, Oodo ERP
Areas of Expertise -
- Inventory Management
- Sales Management
- Purchase Management
Certifications -
- Epicor Kinetic Sales Management
Supported Epicor Modules -
- Sales Management
- Manufacturing Management
- Purchase Management
- Distribution Management
Personal
As we transition from Victoria’s professional journey, we now take a closer look at her personal life. Outside of work, Victoria is dedicated to her family and enjoys an active lifestyle. Whether it’s spending quality time with her husband and children or pursuing her passion for running, she strives to maintain a balanced and fulfilling life. In this section, we’ll explore more about what drives Victoria outside of the office, her family traditions, and the hobbies that keep her grounded.
Could you tell us a little about your family?
I’m the oldest of three siblings—I have a sister, Ximena, and a younger brother, Daniel. I’ve been married for six years, and we have two wonderful children: Roberto, who is five, and Orieta, who is three. We previously lived in Aguascalientes, but we moved to León two and a half years ago for my husband’s job. It’s been an exciting new chapter for our family.
How do you balance your work and personal life?
I start my workday early, around 6 a.m. While I’m working, my husband handles getting the children ready, making breakfast, and taking them to school.
At lunchtime, I pick them up, and we have a quick meal together. If they haven’t finished eating, Paty, who helps us at home, assists while I wrap up my workday. I’m fortunate to have a schedule that lets me finish by around 3 p.m., giving me free afternoons to attend my children’s activities like birthday parties, swimming lessons, and piano lessons.
What hobbies or activities do you enjoy in your free time?
I enjoy running and recently completed a 21-kilometer run on September 22nd. For a while, I thought balancing work, marriage, and parenting wouldn’t leave me time to run again, but after an 8-year break, I committed to 12 weeks of training and reached my goal. Maintaining a consistent exercise routine has been key, and I usually run early in the mornings around 5 a.m. or in the evenings after dropping my children off at their afternoon activities.
What is something you’ve always wanted to learn but haven’t yet?
I’ve always wanted to continue piano lessons. I played for a year as a child and even participated in a few recitals, but I stopped due to a lack of time and, admittedly, a bit of laziness. With everything going on—work, exercise, and managing the kids—it feels like adding piano lessons would take more time than I can currently dedicate.
Is there something you’re looking forward to right now?
I was really looking forward to the half marathon in September, and now that it’s over, I find myself wondering, “What’s next?” Right now, I’m excited for the holiday season, especially Christmas and my birthday in January. I’m also looking forward to spending time with family and making new memories together.
Can you share a favorite family tradition you look forward to each year?
I’ve always loved Christmas. Growing up in a large family, I looked forward to gathering at my grandparents’ house with all my cousins. Even though we don’t get together as often since my grandparents passed, the holiday season is still a special time for me.
These days, we celebrate Christmas at my parents’ house in Aguascalientes. For the past two years, we’ve also started a new tradition of traveling for New Year’s. Last year, we went to Los Azufres, and it was an amazing experience. I’m excited to continue this tradition in the years to come.
What’s the most important value or principle that guides your life?
Family always comes first for me. In addition to that, honesty is a core value that guides everything I do. I believe in being transparent in all areas of life and making sure to protect the trust that others place in you.
What’s one piece of advice that’s stuck with you throughout your life?
“Growth never comes with comfort.” This really resonated with me, especially when we were moving to León. I was sad and didn’t want to leave, but I realized that the move, while difficult, was necessary for growth. It reminded me that stepping out of your comfort zone is often how you grow the most.
What is the best decision you’ve ever made?
Moving to León. Initially, I was hesitant and didn't want to make the move, but I approached it with a positive mindset, thinking, "This is going to be great; I'm going to make new friends, and it's going to be an amazing experience." I put in the effort to make it a positive transition, and now I truly believe it has been one of the best choices I've made in my life.
What’s a typical weekend like for you when you're not working?
On weekends, I love spending time with my husband and children. We usually start the day with breakfast together, then head to the club where the kids can play, enjoy the pool, or participate in family activities. When we visit Aguascalientes, we do much of the same, focusing on quality time with family and catching up with relatives.
The client experience is shaped by every interaction, which is why responsiveness and communication
matter so much.
Tips from Our Experts
We have the privilege of working with talented professionals across many areas of expertise. Here are Victoria’s tips for delivering strong client support, improving operational efficiency, and building successful Managed Services teams.
Build Strong Documentation – Strong documentation helps standardize processes, maintain consistency, and support scalability. Documenting steps, decisions, and solutions allows team members to continue work efficiently without relying on verbal knowledge. It also reduces errors, improves collaboration, and increases long-term efficiency.
Prioritize Clear Communication – Effective communication is essential in everything we do. Make sure that all team members and clients are aligned and fully understand the objectives. Clear communication helps prevent misunderstandings and ensures smoother project execution.
Manage Expectations & Stakeholders – Understanding what the client or stakeholder truly needs is critical. Many issues begin with misunderstandings around scope, timelines, or deliverables rather than execution itself. Asking the right questions and aligning expectations early helps reduce rework and improve the overall client experience.
Did You Know?
Here are three things you probably didn't know about Victoria:
Victoria is allergic to seafood.
She loves cooking just about everything.
In high school, she studied Italian for a year.
Gallery
In this gallery, Victoria shares some of her favorite moments with her family, along with highlights from her travels and her passion for running. These photos capture the joy of family life, the excitement of exploring new places, and the personal fulfillment she finds in staying active.
Thank you for reading this month's Spotlight article. In each edition, we shine a light on our team members, giving you an inside look at their roles at Mayan Technologies and the impact they have on our success. If you enjoyed learning more about Victoria, be sure to check out our other Spotlight articles featuring the talented members of our team. Each edition offers a unique look into the people who make Mayan Technologies what it is today.
Stay tuned for more stories as we continue to highlight the people who bring their unique skills and perspectives to Mayan Technologies.
Stay tuned for our next Spotlight article featuring:
Ernesto Alvarez
Principal Architect and Jr. Partner