Anton Prodanov

Experience

• 

  Globul

  May 2005 - Feb 2008

  Billing and Payments Officer
• 

  Hewlett-Packard

  Feb 2008 - Apr 2018

  - Holding the team lead role for a team of 7 SVLM and Reporting specialists providing advice and guidance, assignment of tasks and responsibilities, mitigation activities in case of customer or internal escalations- Acting as a single escalation point for customer and performing suppliers for all matters related to service level management and reporting in a multi-supplier deal- Active involvement in customer improvement projects, working in close collaboration with technical teams translating business needs into technical requirements- Preparation and conduction of monthly SL review session including senior management representatives from the customer, operational integrator and performing suppliers- Management of > 100 Service Level Reports and ~90 Performance Reports with the supporting documentation, metric specifications and respective service level design packages* Awarded with the EON Blue Diamond Award for excellent performance and achievements Show less - Developed an ITSM-related standard Service Level Management and Reporting process endorsed by HP as the EMEA standard within the Service Management Organization to be implemented within all new client accounts- Worked with clients and Transition and Transformation Program subject matter experts to understand and document the service requirements- Engaged with major internal and external stakeholders in order to ensure the alignment of newly implemented or transformed ITIL processes with the respective process enabling environments- Ensured the final process and reporting solution meets the agreed contractual, stakeholder, ITIL process owners, and ITSM program requirements- Assessed and managed customer expectations and translated them to deliverables that accurately meet business and IT service needs- Supported Customer and Supplier relationships- Supported and coordinated the work between tooling and processes implementation.- Negotiated and reviewed service requirements with the Customer and Management Show less

  • Team Lead SVLM and Reporting

    Apr 2012 - Apr 2018

  • ITSM Implementation Lead

    Mar 2010 - Mar 2012

  • Reporting Manager

    Feb 2008 - Mar 2010
• 

  DXC Technology

  Apr 2018 - now

  Team Lead Service Level Management

  - Holding the team lead role for a team of 7 SVLM and Reporting specialists providing advice and guidance, assignment of tasks and responsibilities, mitigation activities in case of customer or internal escalations- Acting as a single escalation point for customer and performing suppliers for all matters related to service level management and reporting in a multi-supplier deal- Active involvement in customer improvement projects, working in close collaboration with technical teams translating business needs into technical requirements- Preparation and conduction of monthly SL review session including senior management representatives from the customer, operational integrator and performing suppliers- Management of > 100 Service Level Reports and ~90 Performance Reports with the supporting documentation, metric specifications and respective service level design packages Show less