Experience

• 

  Atos

  Jun 2016 - Oct 2023

  - ensuring delivered services are in line with Service Description and target Service Levels are achieved.- the co-ordination and operational reviews with delivery teams responsible to ensure levels and quality of service are maintained and to identify areas for continuous improvement.- maintaining trust and relationship with CyberSecurity customers- service cost related financial management- Service Level Management - Delivery Performance and Quality- Service Continuity, Improvement and Excellence- Incident & Problem Management (escalation and decision - making role as a part of defined process)- Operational Change Planning Show less Supporting Service Manager in delivering services within a Global Delivery to a customer by:- Supporting a work in all (or some of) dedicated ITSM processes related to the service (incident, change, problem, CSI, SLM, and others)- Checking SLA, KPIs and completeness of reports- Preparing service status presentations- Leading big changes and small projects implementations within service- Gaining understanding of the client, the contract, the business context and the priorities of the account- Ensuring implementation of service delivery processes in the perimeter of their responsibility and continual service delivery improvement to ensure ensure high quality of business and operational performance and consistent compliance with applicable standards as well as regulatory and customer requirement- Diagnosing and resolving service problems, ensuring that account is taken of agreed levels of service and the needs for quality, security, availability and safety. - Initiating action to maintain or improve levels of service, referring issues to higher levels of management as required Show less - Executing the Incident Management process tasks with global and local requirements as well as with external suppliers compatible with global SLAs and local OLAs- Ensuring the quality of the resolution process for Incidents- Creating and supporting Incident Management reporting- Assisting the Incident Management Regional Process Owner in driving Service management best-practice and process standardization across his GBU- Assisting the Incident Management Regional Process Owner in ensuring consistent end-to-end application of the process across his GBU- Engaging with others process participants to identify continuous service improvement for the incident management process - producing documentation covering actions taken Show less

  • Service Manager

    Sept 2022 - Oct 2023

  • Service Delivery Specialist

    Sept 2020 - Aug 2022

  • Incident Manager

    Aug 2017 - Aug 2020

  • Incident Coordinator

    Jun 2016 - Jul 2017
• 

  Eviden

  Apr 2023 - Oct 2023

  Service manager

  Continuation of the same role started at Atos.

• 

  Ergo technology & services

  Nov 2023 - now

  It process manager