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Work Background
Stefanini EMEACustomer Engagement Manager-Technical Service Management Office
Oct. 2024Bucharest, RomaniaLeadership & Management:
Directly manage the Technical Service Management (TSM) layer, including Junior TSMs, TSM I, TSM II, and Senior TSMs.
Ensure continuous growth at the individual TSM level through mentorship, feedback, and development plans.
Coordinate cross-team efforts to drive customer success and satisfaction through structured service delivery.
Oversee the TSMO division trackers to monitor performance, ensuring alignment with customer engagement and operational goals.
Strategic Growth & Portfolio Management:
Drive account growth through revenue expansion and diversification of portfolio services.
Collaborate with professional services teams to develop new service offerings aligned with customer needs and emerging technologies (AI, automation).
Onboarding & Development:
Continuously revise the TSM onboarding framework to improve effectiveness.
Develop and implement apprenticeship programs, leveraging senior TSMs in a train-the-trainer model.
Provide clear direction for TSMs across all levels, ensuring that team members have clear goals and measurable success criteria.
Governance & Process Improvement:
Lead the maturation of internal processes, including the breakdown of work into logical groupings to enable efficient delivery.
Manage program-level issues, risks, and governance through regular reporting, monitoring, and control frameworks.
Create and update policies, Standard Operating Procedures (SOPs), and governance mechanisms in line with customer requirements.
Customer Management:
Manage in certain instances senior-level customer communications, aligning service delivery with their expectations.
Define and implement customer engagement performance objectives and the overall operating model.
Act as a liaison between internal teams and customer stakeholders to ensure successful program delivery.
Stefanini EMEASenior Technical Services Manager - Modern Enterprise Services
Mar. 2023 - Sep. 2024
InfosysProgram Lead -Infrastructure Services
Aug. 2022 - Mar. 2023Manage infrastructure programs for Infosys customers
Act as the 4th level escalation point of contact
Oversee the entire E2E delivery on areas such as :Data Center, Network, Security, End User
Computing and Application
Manage the governance with customer stakeholders
Maintain the projects budgets and control the P& L for the entire programs
People manager (+300 direct and indirect reports)
Lead important technical projects part of transformation or continuous service improvement (VDI
transformation, SAN/NAS , MPS,DR)
Lead the relationship with strategic vendors (VMware, Microsoft, HPE, Dell, Lenovo) and conduct
regular governance with them
Align on the infrastructure strategy and define goals, roadmap and projects planning
Coordinate major rollouts for applications hosted in the managed Data centers
Drive innovation, automation and continuous service improvement
InfosysPortfolio Sr. Delivery Manager -Infrastructure services
Mar. 2021 - Aug. 2022Bucharest, RomaniaResponsible for IT infrastructure delivery and client management for multiple customers assigned to my portfolio.
Drive capacity and demand management
Participate to RFPs for various prospects
Manage governance reviews with customer Drive the vendors relationship and governance
Manage the Service Delivery Managers and Operations Managers assigned to the various programs across different geos
Act as an escalation point in front of customers
Forecast yearly budgets and manage P&L
Work closely with Architect team on designing and deploying technical solutions Improve the User Centricity Program and focus on EUX area
Execute the tasks in a very demanding and fast pace environment
Work with the customer to define the strategy, and propose roadmap on planned activities
Improve the Technical and ITSM processes
Direct and indirect reports 200+
InfosysTower Head -Digital Workplace
Jul. 2019 - Mar. 2021Bucharest, RomaniaManaging global operations for the below services :Windows 10, Managed Printing Services, Virtual Desktop, O365, Application Packaging, Software Distribution and Deployment, Mobile Device Management, Videoconferencing, Telephony, Collaboration
Assuring the services delivered meet the customer SLAs and KPIs
Managing a global team of technical experts and coordinating operations across multiple time zones and delivery locations (Denmark, Romania, Spain, India)
Resource optimizations and scheduling
Leading automation initiatives for a more efficient service delivery
Working on high level designs for new customer solutions and implementing them with a team of experts
Managing processes and optimizing them for the global service
Managing costs and cost efficiency for a better profit margin and optimized service
Conduct Governance meetings with the customer
Participate to EUC transformation projects and provide operational input
Drive the End User Experience program Direct and indirect reports (+100)
Stefanini EMEAService Manager
Aug. 2018 - Jul. 2019Bucharest, RomaniaCoordinate members of cross functional teams for delivering a high quality service standard. Service Level Management for the IT operations including capacity planning & business backlog. Service cost related financial management to drive financial efficiency through the account. Ensure continuous improvement of processes, evaluating new methods and approaches and finding new ways of innovating the agreed services. Serve as the point of escalation of major incidents related to the service
Lead major incidents and critical situation resolutions including stakeholder communication. Represent the service operations in meetings, providing transparency on operational cost, service performance and service status, communicating service related metrics, budget consumption, and reporting on service status. Understand the client, the contract, the business context and the priorities of the global account in striving for excellent service for the customer. Ensure the appropriate levels of communication with the client on a global level, including the client governance model.
Manage the financials (P&L) and budgets
Stefanini EMEAService Delivery Manager
Apr. 2016 - Aug. 2018Bucharest, RomaniaMeasure, benchmark, analyze report on, and make recommendations for the improvement of the IT support processes and structure.
Manage Service Level Agreements and report on KPIs to review current strategies towards continuous improvement in these areas.
Act as a Point of Escalation for issues and concerns from both internal and external stakeholders.
Manage all aspects of Support Team staffing, including recruitment, supervision, scheduling, after hours on-call rotation, development, evaluation, and disciplinary actions.
Involved in the creation of IT processes and procedures, as well as the customer expectation management.
Assure that the processes and customer satisfaction are reviewed and
improved regularly.
Mentor and coach the IT staff, utilizing regular call monitoring, one on
ones, feedback, and metrics to grow and motivate analysts.
Conduct governance meetings with the customers, following up on the action items effectiveness.
Stefanini EMEASr.Team Leader
Oct. 2015 - Aug. 2016Supporting the team members in case of problems or escalation, being the first point of referral for escalated queries or problems with the infrastructure, network or systems, intervening in stressful situations. Ensuring internal communication within the team, holding team meetings, keeping team up-to-date with changes that affect them, getting feed-back and following up actions as required. Ensuring planning, schedules, breaks, code of conduct etc are respected by team members and reacting immediately and taking corrective actions where necessary;
Evaluating and developing team members through remote and side by side call quality monitoring, evaluating the agents’ competences, giving constructive feedback and on-the-job training.
Assisting and advising the program manager on floor management to achieve objectives and maintain productivity.
Ensuring procedures are followed in accordance with Stefanini quality standards and work instructions. Identifying and implementing process improvement initiatives in conjunction with the Program Manager and the team.
tripstaCustomer Service Manager
Jun. 2013 - Aug. 2015Bucharest, RomaniaContinuously develop the Customer Support Team in order to provide at any time the highest level of customer service. Ensure resolution of enquiries, complaints and any request for services at the earliest possible.
Develop and Coach CSRs ensuring that everyone is familiar with company policies and procedures. Promote team work and guide CSRs to work effectively as part of a team, while developing supportive relationships within the team
Monitor CSRs and provide performance feedback to them.
Document, Measure and Report on team’s performance.
Project Management (PO for ERM product)
Responsible for recruitment process (conducting interviews and selecting the appropriate candidates)
QA monitoring and reporting analysis
ParavionCustomer Support Manager
Jul. 2010 - Jun. 2013BucharestResponsible for managing the daily responsibilities of the Customer Support Department, including developing and coaching employees, objectives and measurements, monitoring team and individual performance, managing tools and technology, and driving measurable improvements to ensure are met the highest customer service standards Re-define the objectives to assist the team achieve their targets for quality and efficiency
Provide regular coaching to team members and performing 121's with individual team members
Preparing responses/compensation policy ready for the team to handle in response to any major incidents.
Ensure that all escalated complaints are responded to within set time frames.
Maintain and forecast the budgets
Millennium TourCustomer Support Manager/Branch Manager
Jun. 2006 - Jul. 2010Bucharest, RomaniaDirect all operational aspects including distribution operations, customer service, human resources, administration and sales.
Assess local market conditions and identify current and prospective sales opportunities
Meet goals and metrics
Bring out the best of branch’s personnel by providing training, coaching, development and motivation
Poli Tour & TravelHelpdesk Agent
Jan. 2005 - Jan. 2006Bucharest, Romania
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