Yavor Dragoychev

Experience

• 

  Hewlett Packard Enterprise

  May 2010 - now

  Leading implementation and delivery of IT project services on a dedicated strategic HPE customer, ensuring compliance with the various contractual service levels across the entire HPE Pointnext portfolio of services. Established and maintained key relationships through all management layers and organizational structures of assigned customer, ensuring service excellence, customer satisfaction and business growth metrics alignment. Working in close collaboration with Account Executive/ Program Director and Sales Management to ensure high quality standards of contracted IT services.Key deliverables:• Communicates with customer on an ongoing basis on all aspects of the service delivery.• Coordinates the delivery team and resources.• Conducts Operational Reviews for the implementation of planned projects.• Controls the actual service level vs. the SLA• Supports the customer in problem/escalation management.• Maintains a complete understanding of the customer business services, identifying opportunities for up selling areas. Show less Management of the most severe problems impacting customer global business operations. Responsible for end-to-end coordination, impact assessment and executive level communications. Coordinating and driving all activities related to fast resolution of critical outage. Providing timely executive communications and coordinating all approvals related to the strategic resolution of issues. Managing an average of 20 IT infrastructure and applications outages per month, associated with Alcatel Lucent business environment. Show less Accountable for the proper execution of Incident Management process, standards and related strategic directions within ALU account. Regular review of process effectiveness and efficiency. Owning, communicating and maintaining Incident Management guides and procedures within the account. Responsible for Incident Management operational tasks, process documentation draft, updates and training stakeholders. Represent incident process at internal & external forums. Triggering and execution of service improvement plans. Show less

  • Team Manager NWE & Central Account Services

    Jun 2024 - now

  • Account Support Manager

    Jan 2021 - Jun 2024

  • Enterprise Accounts PM Manager

    Jul 2016 - Dec 2020

  • Crisis Manager

    Jan 2014 - Jun 2016

  • Incident Manager

    Jan 2013 - Dec 2013

  • Service Level & Reporting Manager

    May 2010 - Dec 2012