Delivery Manager, Project Manager, Service Delivery Manager with 10 years of experience in BI, DWH, Azure, and Power BI | ITSM Manager with 15 years of experience in ITSM, ITIL, and TIPA for ITIL:
• Managed a 30-person L3 Support team, ensuring high performance, effective capacity planning, and consistent delivery of complex technical solutions and issues resolution.
• Managed the delivery and project execution of the ITSM Reporting Tool 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.
• Oversaw the delivery and project management of ITSM Tools and Processes implementation for multiple banking industry clients.
• Consulted ITSM Process Managers and ITSM Tools development teams.
• Created and improved ITSM Standard Process Description documents.
• Led the ITSM Process Consultants Department, managing Business Analysts and ITSM Process Managers.
• Coordinated and executed approximately 10 “TIPA for ITIL” ITSM Processes Maturity Level Assessments.
• Prepared data, metrics, and KPIs for continuous ISO 27001 audits.
• Coordinated and executed six annual company-wide Services Satisfaction Surveys, utilizing GenAI for analysis, creating Service Improvement Plans, and tracking quarterly progress.More...
Irina Belous
HR Business Partner@SOFTSWISS
Verified
HR professional with 10+ years of experience in IT.More...