Years of experience: 16
Service Quality ManagerCustomer ServiceITProject Manager
Trust Score
Exceptionally trusted; proven professional excellence.
Siarhei's Career Path
Jan. 2025 -Present
SOFTSWISSService Delivery Manager
Tbilisi, 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.
• ...
Jul. 2017 -Dec. 2024
EPAM SystemsDelivery Manager
Tbilisi, 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 P...
May. 2012 -Jul. 2017
EPAM SystemsSenior Business Analyst, Business Analyst
Minsk, 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 a...