Indrek Noode

Experience

• 

  Zi Corporation

  Jan 2002 - Dec 2004

  Software developer, group coordinator
• 

  Falck

  Dec 2005 - Aug 2006

  High risk object security
• 

  Siemens

  Nov 2007 - Apr 2010

  IT Support representative
• 

  Fujitsu Estonia

  Jun 2010 - now

  • Customer Relationship. Acts as a single point of contact for the customer and builds arelationship with the customer’s operational IT contact. Represents the customer’s interestand concerns internally to match customer expectations with delivered services• Profitability. Is responsible for delivering against the agreed forecast of the engagement P&Land actively works with service owners to improve productivity and overall effectiveness toachieve ongoing performance improvements• Seamless Service. Leads a cohesive virtual team of all Fujitsu service delivery resourcesand external partners to deliver as ‘one service team’ to the customer• SLA Compliance. Reviews performance of service delivery unit against operational levelagreement or service level agreement and drives the service owners to deliver at thecommitted quality. Recognises any divergence from acceptable plan and recommendsactions. Owns improvement plans and ensures they are regularly reviewed and progressed• Reporting (own and corporate tools). Collects relevant reports and escalates persistent non-conformance. Proactively investigates trends and frequent issues and assembles resourcesto identify and resolve root-causes across boundaries of organizations or departments• Process Control. Records and processes alerts and complaints to manage the deliveryinterfaces and escalates as appropriate. Monitors adherence to corporate process at alltimes, e.g.: efficient planning and material controlling• Risks Control & Escalations Management. Manages service risks, contractual exposureand critical escalations to prevent exposure of Fujitsu to customer claims• Spotting Opportunities. Develops new business opportunities in conjunction with thecustomer and the account managerService Introduction. Ensures such services are correctly scoped, contracted andimplemented Show less

  • Service Delivery Manager

    Sept 2017 - now

  • Second Level Specialist

    May 2015 - Aug 2017

  • Testing and analysis specialist

    Sept 2014 - Apr 2015

  • IT services specialist

    Jun 2010 - Aug 2014