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AllCloudVice President of Global Services
Jan. 2024Bucharest, Romania
AllCloudDirector Global Services
Mar. 2023 - Dec. 2023Bucharest, RomaniaAccountable for the smooth operation of our global sites and the implementation of strategies that support our worldwide expansion. My focus is on ensuring sufficient delivery capacity to support successful project delivery and support for regional AllCloud practices. I manage conflicts and facilitate solutions to ensure seamless business continuity. Responsibilities: Develop and implement strategies to optimize resource acquisition, services and approaches, driving cost and operational efficiencies on a global level across functions and departments. Lead GS improvement initiatives in collaboration with regional Presidents, Practice and other shared service leaders, leveraging leading practices, monitoring performance metrics and benchmarking performance across GS. Foster an inclusive workplace that encourages diverse participation, enabling all members to contribute to their full potential towards organisational objectives. Ensure compliance with company policies and procedures while exhibiting strong collaborative, communication and change management skills and global awareness and sensitivity to multiple cultures.
Support both shorter-term and longer-term transformation initiatives that enable continuous evolution of GS in the future. Optimize value for resources, prioritising lower cost resources to increase gross margin.
Drive the talent acquisition process, reducing ramp time to productivity and developing a talent retention strategy in partnership with Employee Success.
DeloitteService Delivery Manager
Nov. 2022 - Mar. 2023Bucharest, RomaniaAs a Service Delivery Manager, my primary focus is to exercise control and decision-making authority, while taking full responsibility for the delivery of high-quality services to our clients. I ensure compliance with IT policies and procedures, while building strong relationships and gaining a deep understanding of our clients' businesses and needs. This enables me to identify and qualify new revenue opportunities, driving growth for both the company and our clients. Additionally, I have a thorough understanding of all contractual obligations and requirements, which ensures that we consistently meet our commitments and exceed expectations. Responsabilities: Strategizing and managing the sourcing, travel, on-boarding, staffing, time capture, and approval of resources for projects. Monitoring and managing the day-to-day deliverables of the team on client engagements/projects, proactively identifying and resolving client service and technical issues, and developing strong relationships with client teams. Leading the delivery of team-based SLAs, managing engagement/project risks, reviewing and analysing team deliverables, and sharing expertise and knowledge with team members. Defining and transitioning application and infrastructure services, achieving contracted SLAs per service, facilitating contract and service management reporting, and engaging with customers to ensure effective engagement and retention of clients through contract renewal. Monitoring the operational environment, identifying trends and patterns that require problem investigation, and developing well-formulated service improvement plans. Preparing service management reporting, ensuring appropriate competency and capacity levels, managing people-related activities, and developing strategy roadmaps using accepted best practices to proactively identify continuous improvement opportunities
Edenred Digital Center BucharestGlobal Service Delivery Manager
Mar. 2021 - Nov. 2022Bucharest, RomaniaLeading the IT Transformation for Delivery to unify local IT to global IT vision. Reporting to the Director of Transversal Services, my role is responsible for the efficiency and effectiveness of IT service delivery by managing and implementing an ITIL based service lifecycle model which includes service strategy, service design, service transition, service operation and continual service improvement. Key Responsibilities :
• Delivery and monitoring of all procedures related to the identification, prioritization, and resolution of end user help requests, root cause analysis, volume trending monitoring, tracking, and coordination of Global Delivery Functions
• 3rd party vendor contracted support - single point of contact (SPOC) for support vendors
• Manage, train and mentor Operational support functions (Incident/Change/Problem Management)
• Financial and budget management including operations review, planning, cost control and forecasting
• Establish metrics, key performance indicators, and service level agreements for driving the performance of IT service delivery
• Coordinate all levels of customer satisfaction; manage escalation issues with the customer
• Drive operational excellence, IT best practice compliance and continuous improvement. Develop together with vendor a work culture that fosters service excellence, business process; ensuring both Business units and IT Operations are equipped with the right competencies, cost effective and efficient service delivery
• Establish, document, maintain, and enforce all processes are aligned with the Global IT vision.
• Provide leadership and oversight for the delivery team members.
• Responsible for managing onshore and offshore teams for regional leadership.
• Lead Transformation processes within ITSM and unifying multiple ITSMs into one global instance and adapt ITIL and Agile frameworks within the tools.
NTT DATA ServicesSenior Manager - Service Management
Sep. 2019 - Mar. 2021Bucharest, RomaniaLeading a Global Team of Service Managers, supporting our various Managed Services offerings; Budget creation and cost allocation together with cost reduction; Manage the service delivery of the operational teams and keep a close relationship with the client, front line office team, second level support team, and the operational team; E2E Management and oversight of project lifecycle as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during service engagements from tactical to strategic; Liaison between Executive Leadership and Delivery - Facilitate and lead Management meetings in order to ensure the operations overview; Develop a high performing culture/team; Measure performance of People, Technologies and Process; Deliver operational and management metrics that proactively & meaningfully monitor and measure established goals, processes, technology and services; Oversee and manage the design/re-design and implementation of processes,services and strategies. Accomplishments: Managed to decrease total costs by $50K and increased productivity by 30%.
NTT DATA ServicesManager - Critical Incident Management Services
Apr. 2017 - Sep. 2019Bucharest, RomaniaProvide analytical and project support by leading a team of Business Analysts. Risk assessment and successful implementation of proactive solutions. Manage the hiring, staffing and planning of an effective workforce. Support career development/planning, performance and pay discussions of team members. Report and present activities, issues and recommendations to senior leadership and executives. Manage projects and specific activities related to projects with constraints of time, budget, and quality. Drive and lead process improvement projects. Analyze data and provide interpretations and various reports. Establish and manage budgets (P&L and Cost Center), operational plan and performance requirements
DellService Manager Team Lead, Service Management Operations Center
Jan. 2016 - Apr. 2017București, RomâniaAct as the next level of escalation, for the managed account teams and customers. Attend the meetings needed for my operational role and undertake the appropriate actions; Manage Account improvement measures on the operational side;
DellSenior Service Manager, Cloud Service Management, Comp and SMOC
Apr. 2015 - Jan. 2016Manage the service delivery of the operational teams and keep a close relationship with the client, second level support team and the operational team; Lead/supervise execution of major incident management (High and Critical Incidents) processes; Assist support groups in preparing post resolved incident documentation in support of root cause analysis; Acting as bridge between client dedicated account teams and shared delivery teams; Manage global conference calls (bridge calls), engaging, escalating and driving all relevant technical parties and expertise to expedite service restoration; Take end to end responsibility and drive all involved teams in escalation situation into fast service restore and root cause analyze (second level support, infrastructure operations; Manage the Incidents and Service Requests queue and negotiate priorities and escalations when required; Ensures effective communications and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers; Managing client communications for incidents and change; Ensuring SLA compliance of all incidents, requests and changes; Creation of weekly and monthly service reports; Acting as single point of contact for your client counterparts for end to end delivery of projects and services throughout the lifecycle; Working with internal Service Management team to ensure all ITIL based processes are implemented to meet client and contractual requirements;
DellService Manager, Cloud Service Management, Comp and SMOC
Nov. 2013 - Apr. 2015București, RomâniaLead the Global coordination and management of the Incident Management process with IT teams; Manage Global conference calls (bridge calls), engaging, escalating and driving all relevant technical parties and expertise to expedite service restoration; Coordinate communication of status to predefined business & IT partners; Lead complex, high severity incidents; Work with cross-functional teams, globally; Lead/supervise execution of Major Incident Management (High and Critical Incidents) processes; Coordinate communication and notification to IT support groups and management of status of high severity problems; Push teams during bridge calls to drive quick resolution of critical and high issues.
StefaniniConsultant - Senior Incident Controller
May. 2013 - Nov. 2013Enforcing Incident Management & Control process adherence
Design and coordinate the daily/weekly/ monthly activity of Incident Controllers as per the process and according to the Accounts\' requirements, goals and focus areas Ensure appropriate training is delivered to the future Incident Controller's that will be shared across multiple accounts. Assist in the launch of new projects by providing / leveraging experienced resources to help with the Incident Controller tasks until the project builds its own specialists. Closely collaborate with Program Managers and Performance Management Office to drive Continual Service Improvement and maintain focus on the overall strategy and standards.
StefaniniConsultant - Incident Controller
Sep. 2011 - May. 2013Coordinate daily the execution of the Incident Management process, focusing not only on the Incidents assigned at the Service Desk but also the Incidents escalated to 2nd Level Support Groups; Act as the ultimate owner of all Incidents and acted as focal point for Incident Management process; communicate with Clients, Vendors, and management. Held Daily Incidents Review meetings with Client Counterpart; Brief the team on changes or deployments that may affect Volumes at the Service Desk; Had the ability to identify Problems candidates and Shift Left opportunities and feed this information into the Account Specialists and Program Manager Monitor the effectiveness and efficiency of the Incident Management process and provides feedback to the Incident Controller Lead. Had the authority to identify a Functional escalation point for a service request or incident when required (e.g. tickets bouncing);
StefaniniSenior Service Desk Analyst
Mar. 2011 - Sep. 2011The users from the company that we work for contact us with any issues that they are having with Windows or any other application that they are running on their PC. Applications supported:
- Windows XP, Vista, 7 ( support and troubleshoot )
- SAP User Maintenance
- Active Directory Maintenance - Office 2003 & 2007 Troubleshooting
- Server Administration ( 2003, 2003 R2 and 2008 )
- Citrix ( support and troubleshoot )
- Remote Control tool ( RC and Remote Desktop Connection )
- AS400 application administration ( BPCS, Movex, Cognos )
- Aventail & Cisco VPN ( support and troubleshooting )
- Establish telecom extensions via the CUCM portal and troubleshoot telecom issues and Cisco VoIP phones Accomplishments Specific project and company training: - "Coaching and Feedback" - "Time Management" - "EIS Security Data" - "ITIL Foundation"
WiproHelpdesk Analyst
Aug. 2008 - May. 2010Bucharest, Romania
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