Experience

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  Ibm

  Aug 2012 - now

  As a Service Delivery Lead, I was responsible for ensuring that IT services are delivered effectively and meet the needs of the business and its customers (insurance companies in the health domain). I focused on managing service delivery processes and enhancing user satisfaction while maintaining high standards of quality and efficiency.Key Responsibilities:• Oversee the implementation and management of IT services, ensuring they align with business goals and customer expectations.• Act as the primary point of contact between IT teams and customers, ensuring clear communication and understanding of service requirements and performance.• Monitor service performance, identifying areas for improvement and implementing solutions to enhance service delivery.• Collaborate with cross-functional teams to design and develop new services, ensuring they are delivered smoothly and efficiently.• Manage relationships with vendors and service providers to ensure that services are delivered according to agreed standards and timelines.• Conduct regular reviews and reports on service performance metrics, presenting findings and recommendations to stakeholders.• Lead and support problem-resolution efforts, ensuring that issues are addressed promptly and effectively to minimize impact on services.In this role, I leverage ITIL best practices to ensure a customer-focused approach to service management, enabling the organization to deliver the best IT services that drive business success. Show less As a Startup manager I assumed the role of being an advocate for Operations within the project framework.My responsibilities encompass the following:• Active Engagement: I seamlessly integrate as a proactive member of the Project Teamorchestrating the coordination and harmonization of project efforts• Consultative Expertise: I serve as a consultant to the Project Leader, contributing my insightsto enhance project efficacy• Milestone Oversight: I review and approve major project milestones, while ensuring thesmooth progression from one milestone to the next through comprehensive tracking and updates.• Facilitator: I function as a bridge, fostering effective communication and collaboration amongall involved stakeholders• Service Level Assurance: With meticulous planning I establish and ensure adherence toproject service levels, consistently delivering on commitments• Technical Insight: I provide invaluable input regarding hardware and softwareinfrastructure, security, compliance and data protection processes, lending my expertiseto project success• Comprehensive Oversight: I closely monitor and actively participate in the planning andimplementation phases upholding rigorous standards of excellence• Documentation Review: I meticulously review all system documentation, includingBusiness Proposals, System Designs, Security, Risk, System Interface documentation,and Handbooks• Testing and Release: I play a pivotal role in the testing process and contribute to ReleaseManagement Planning, encompassing communication and Go Live strategies.• Stabilization and Training: I play a crucial part in agreeing upon Stabilization Phase Criteria andmeticulously plan the Operational Training initiatives• ITIL Process Implementation: I assume the responsibility of implementing the ITIL Process,ensuring operational efficiency• Strategic Evaluation: I evaluate Offering Requests, contributing to the creation of offer proposalsand skillfully negotiating with clients Show less In the course of this period, the project I was actively engaged in, underwent a significantmetamorphosis, transitioning from a conventional waterfall approach to the more adaptive Agilemethodology.My involvement was integral within an ensemble of eight agile transformation managers, collectivelyguided by a mentor specialized in agile transformation orchestration.During this timeframe, I availed myself of the opportunity to impart, demonstrate, coach, and mentorsix distinct teams, collectively entrusted with the oversight of a considerable portfolio spanning beyond20 applications. My guidance encompassed the nuanced tenets and frameworks of the Agileparadigm. Concurrently, I maintained close collaboration with the project's client to seamlesslyharmonize our operational and development way of work with their expectations. Show less During this temporal span, my team and I shouldered the responsibility of assuming control over asubstantial portfolio comprising over 100 applications previously managed by the client's formerproviders. In the face of this massive undertaking, I kept a transparent, candid, and closely-knitcommunication with both the client and the team.This approach enabled me to adeptly facilitatethe seamless handover of the designated applications, resulting in a successful transition.• Following the culmination of the transitional phase, I assumed the mantle of responsibility fornot only nurturing and reinforcing the operational integrity of the applications but alsometiculously monitoring and delivering impeccable services across all applications. Show less I held the accountability for the oversight of more than 400 Windows machines employingRemote Teradici technology, in addition to managing a complement of 40 Windows 2008Servers. My primary purview entailed the meticulous optimization of these workstations andservers, with an emphasis on safeguarding their optimal functionality.• This encompassed a multifaceted approach, which spanned the gamut from comprehensivehardware maintenance, including BIOS diagnostics, to the diligent facilitation of Windows,software, and driver updates. A cornerstone of my role was the establishment and nurturing ofeffective communication conduits with end-users, predominantly comprising the German userbase. Show less

  • Service Manager Lead

    Sept 2023 - now

  • Startup Manager

    Oct 2016 - Sept 2023

  • Agile Transformation Manager

    Jun 2020 - Aug 2021

  • Technical Team Leader / Transition facilitator

    Jan 2015 - Sept 2016

  • Infrastructure Specialist

    Aug 2012 - Jan 2015