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Work Background
SOFTSWISSService Delivery Manager
Jan. 2025Tbilisi, GeorgiaExperienced Service Delivery Manager with a proven track record of leading and optimizing IT service teams:
• Managed a 30-person L3 Support team, ensuring high performance, effective capacity planning, and consistent delivery of complex technical solutions and issues resolution.
• Led capacity planning initiatives to align team workload with strategic business goals and operational needs.
• Implemented and supported advanced Kanban workflows fine-tuned using data-driven insights and industry best practices to maximize team efficiency.
• Redesigned the Root Cause Analysis (ITSM Problem Management) process, resulting in improved resolution times and reduced recurrence of critical incidents.
• Initiated and deployed a Satisfaction Survey program to gather actionable user feedback, enhancing transparency and service quality.
• Elaborated and implemented Continuous Service Improvement (CSI) initiatives, fostering a culture of ongoing optimization and value delivery to the business.
EPAM SystemsDelivery Manager
Jul. 2017 - Dec. 2024Tbilisi, GeorgiaAccomplished Delivery, Project and ITSM Manager with a strong background in leading complex ITSM
and reporting initiatives across enterprise environments:
• Managed the delivery and project execution of the ITSM Reporting project and service, providing tactical and strategic reporting data (metrics, KPIs, CSFs) through Power BI reports for ITSM Managers, based on ServiceNow data in an Azure PaaS Data Warehouse.
• Led the ITSM Process Consultants Department, overseeing Business Analysts and ITSM Process Managers.
• Consulted ITSM Process Managers and development teams for ITSM Tools (HP Service Manager/Micro Focus Service Manager, ServiceNow) implementation.
• Coordinated and executed “TIPA for ITIL” ITSM Processes Maturity Level Assessments.
• Prepared data, metrics, and KPIs for continuous ISO 27001 audits.
• Coordinated and executed annual company-wide Services Satisfaction Surveys, utilizing GenAI for analysis, creating Service Improvement Plans, and tracking quarterly progress.
EPAM SystemsSenior Business Analyst, Business Analyst
May. 2012 - Jul. 2017Minsk, BelarusExperienced Senior Business Analyst with a strong background in ITSM process development, tool
analysis, and consulting, supporting enterprise and banking clients through structured documentation,
stakeholder engagement, and ITIL maturity assessments:
• Conducted BA activities for the ITSM Reporting Tool, ITSM Tools (HP Service Manager/Micro Focus Service Manager), and processes development and support for internal projects and several banking industry clients.
• Created and improved ITSM Standard Process Description documents.
• Provided consulting for ITSM Process Managers.
• Coordinated and conducted “TIPA for ITIL” ITSM Processes Maturity Level Assessments.
• Participated in EPAM’s Enterprise Architecture initiative as a Business Analyst, transforming and developing the Enterprise Architecture Development Process (EADP) flow (BPMN 2.0) based on The Open Group Architecture Framework (TOGAF).
Center of Banking TechnologiesDelivery Manager
Aug. 2008 - May. 2012Minsk, BelarusExperienced Delivery and Project Manager:
• Managed the delivery and project execution of ITSM Tools (HP Service Manager) and processes development and support for multiple banking industry clients.
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