Dorin Danaila - IT Services Operations Manager, Euromaster

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Work Background

Euromaster Business Services - EBSHead of Information Technology

Jan. 2024Bucharest, Romania• Incident management process Owner / Manager at Group IT level - ServiceNow design, implement, deploy, manage and improve based on ITIL framework • Service Desk management at Group IT level - manage KPIs, act as escalation point • Request fulfillment and Change processes - act as main backup • Manage multi functional roles: SAP SME, IT Release Managers, IT Service Managers • Develop the organization IT vision and translating it into actionable goals • Coordinate internal and external IT resources to ensure the availability of IT services at group level • Identify future challenges in the IT landscape and developing mitigation strategies • Oversee departmental budgeting and forecasting within the organization • Direct IT staff recruitment and performance assessment

Euromaster Business Services - EBSService Operations Manager

Nov. 2020Bucharest, Romania• Lead and manage the IT service operations to ensure that core IT service management processes including Incident management, Request fulfilment, Knowledge management and Service Desk management processes are efficiently executed across teams to achieve a high-quality delivery for IT services • Manage Service management improvements for IT functions to enhance quality and performance of service delivery and improve levels of customer satisfaction for all levels of IT service customers • Set and monitor performance metrics and quality standards with well-defined service level agreements across IT vendor engagements. Establish governance mechanisms such as daily, weekly, monthly, and quarterly reviews to monitor performance and address service level and service quality issues • Manage major incidents and escalations ensuring incident management processes are followed, appropriate resources are engaged in the analysis and resolution, communication is delivered to relevant stakeholders on a timely basis • Supervise Service Desk operations to deliver responsive, high quality services across all IT services covering incident management and request fulfillment • Act as point of escalation for IT external providers, Service Desk and internal central or local countries IT teams

Euromaster Business Services - EBSIT Service Manager

Aug. 2016 - Nov. 2020Bucharest, Romania• Overall accountability for monitoring IT vendors, contracts, SLAs and Help Desk management • Functional coordination of local IT teams within 17 EU countries • Owner for Service Operations processes and point of escalation for Business and 3rd party providers related to Incidents and Service Requests • Maintain user and customer satisfaction through efficient and professional handling of all Service Requests and Incidents • Provide a channel for users to request and receive standard services for which a predefined authorization and qualification process exists • Provide information to users and customers about the availability of services and the procedure for obtaining them. • Assist with general information, complaints and deliver on-demand or scheduled reports related to defined KPIs towards service level management or other process owners • Maintain Business / Customer service catalog - contains details of all the IT services which are being delivered to the customers. • Maintain service catalog part of service portfolio which includes both customer-facing services and supporting service • Interface with the service portfolio management in order to agree on the contents of the service portfolio and service catalog covering service pipeline (proposed or under development), service catalog (live or ready for deployment) and retired services • Interface with all Service Operations functions: Service desk, Technical management, IT operations management, Application management • In cooperation with IT functions, implement, execute, monitor and improve workflows for Event management, Incident and Problem management, Request fulfillment, Access management • Coordination of fulfillment activities by implementing Service Request models, status tracking, prioritization, escalation, financial approval and closure

OMVGlobal Service Manager @ Information & Data Management Services

Aug. 2014 - Jul. 2016Vienna, Austria• Maintains IT Services according to defined service level agreements • Applies independently the knowledge from area of expertise in accordance with the business requirements • Define and implement processes according to ITIL best practices • Acts according to the established ITIL processes • Part of projects core team, knowledgeable of Waterfall and SCRUM methodologies • Manages licenses, contracts and vendors • Manages budget > 5mil. EUR • Conducts stakeholder management and communication • Supports business process / systems reengineering • Analyses the business requirements for the services in scope, aligns with business and/or IT customers • Creates and maintains the catalogue of existing offered services • Input KPI’s for support team, performance measurement, incident management & request fulfillment in compliance with ITIL best practices • Negotiate and maintain SLA and OLA • Resource planning and allocation

OMV PetromTeam Lead & Deputy Department Manager @ Upstream Applications

Jan. 2012 - Jul. 2014Bucharest, Romania- Manage, Coordinate and Quality Control of Local Applications Support teams activity (25 IT consultants) across all E&P locations: 10 regional headquaters, +700 on-shore & off-shore sites and ~10.000 end users - Facilitating communication between IT Teams, Business management and Central IT, acting as mediator if required - Business requirements clarification and management (contribution, routing and follow-up) in accordance to the departmental procedures - Optimize information management (identify gaps, recommend improvements) - Input KPI’s for managed teams, performance measurement, incident management & request fullfilment in compliance with ITIL best practices - Optimize management information system (planning, reporting and follow-up) - Resource planning and allocation - People management, hiring & staffing, disciplinary responsibility

OMV PetromIT Consultant @ Regional Information Systems

Nov. 2008 - Dec. 2011Galati County, Romania• IT incidents management as resolver group responsible or member • Quality control of IT services at local level, including that of subcontractors’ interventions • Contributing to IT projects throughout Project life cycle • Consultancy for Business on IT demands • Coaching and Training demand management for general & Business applications • IT standards and procedures implementation including IT security • Optimize usage of existing applications • Software troubleshoot support • IT Hardware & Networking issues first level diagnose • IT service integration at local level

GK NetSoftManaging Partner

Dec. 2004 - Oct. 2008Galati County, Romania- Selling and implementation of specific software applications in public institutes - Website hosting - Coaching/training for users

Gekaro Group SRLOwner/Manager

Mar. 2003 - Oct. 2008Galati County Area, RomaniaIT hardware consultancy & selling