Natalia But

Experience

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  Eternal Beauty Romania

  Sept 2010 - Sept 2012

  Assistant Manager/ Beauty Adviser
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  IBM

  Oct 2012 - Dec 2017

  * Leading a team of 25 Service Delivery Managers supporting French customers * Simplify complex goals and help individuals and teams to align priorities with company’s strategic direction. * Assign individuals and collaborate with other leaders to allocate resources in a manner that meets project/account, and individual development and skills* Manage key business metrics* Close collaboration and partnership with Delivery Project Executives and IMT Leaders from France* Manage compensation process, recruiting, upskilling and addressing attrition and efficiency* Accept accountability for business results including meeting client satisfaction, productivity, financial, and other business measurements* Department Cost Management* Project management * Establish clear performance expectations and hold people accountable for results;* Provide feedback, evaluate performance and recognize contributions by employees and teams. * Support change, encourage employees to innovate, evaluate suggestions, provide feedback * Recruitment and up-skilling of employees* Manage planning and HR & BO topics (claiming tools), shifts planning (including days off, vacation days)* Compliance and quality management, on and off boarding of employees* Lead weekly huddles and department meetings Show less • Management of relationship with customer• Responsibility for service delivered for customer according to contract• Definition, establishment, quality, compliance and continuous improvement of delivery processes and development of Best-Practices, delivery models• Responsibility for compliance of SLAs (KPIs, OLAs), which were agreed with the customer, as well as the responsibility for customer’s satisfaction• Service Reporting (internal and to the customer)• Continuous efficiency increase, project expenses reduction as well as optimization of the utilization of the involved center organization• Project-oriented leadership of customer teams from different locations• Escalation authority concerning prioritizing• First escalation point for the customer Show less * delivering updates about changes in the team, roles, processes, procedures;* acting as focal point for given part of the service towards the manager;* acting as a first escalation point for issues;* ensuring proper communication and cooperation with FLM, Education FP.* planning attendance and vacations of team members to assure required service coverage;* directly participating in solving of complex problems and demonstrating seniority and expertise;* supporting in newcomers on-boarding;* supporting administrative tasks (e.g. claiming tool, different ad-hoc requests).* leading defined group of employees by example, demonstrating high performance culture and personal dedication;* with cooperation of other team members, monitoring overall climate and managing positive atmosphere and cooperation in the team;* resolving problems and conflicts;* supporting evaluation of individual's performance by giving appropriate feedback to manager;* encouraging employees initiatives. Show less Delivery Analyst in Service Delivery Account Management Team:*creating Defect Prevention investigations and managing the investigation lifecycle;*conducting statistical analysis on ticket categories to ensure that they are within control limits and identifying the improvement areas (Exception reporting)*conducting account level analysis for proactive defect prevention (e.g., ticket trends, ticket categories)*driving the RCA process*preparation daily & weekly metrics and status of defect prevention process*documentation of investigation and implementation plans to resolve issue*interlock with Competency QA, and FLM* responsible for KPI, SLA metrics, Global GDF metrics, and Compliance metrics reporting;*acting as GDF FP for the team; Show less * creating and distributing Change Management reports* reviewing all planned Changes* monitoring, tracking and filtering all Changes* ensuring that Changes are communicated in a timely manner* reviewing implemented Changes to ensure that they have been carried out* closing the Change tickets* acting as a Focal Point to the account team for Change Management* Chairing and joining the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) Meetings* verifying exceptional Changes to evaluate if the Change addressed a real or a perceived exception condition;* verifying consistency in process execution in the region, instructing Change Managers* ensuring accuracy of PIR(Post Implementation Review) and RCA in case of non-successful change. Show less

  • First Line Manager in Service Delivery Management unit

    Feb 2016 - Dec 2017

  • Service Delivery Manager

    Feb 2015 - Feb 2016

  • Team Lead

    Sept 2014 - Feb 2016

  • Delivery Analyst

    Nov 2013 - Sept 2014

  • Change Manager SME

    Oct 2012 - Nov 2013
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  Atos IT Solutions and Services A/S

  Jan 2018 - now

  Team Manager