Liudmyla Andersen

Experience

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  KYI International

  Aug 2005 - Apr 2008

  Event Manager
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  Ciklum

  May 2008 - Dec 2023

  As the Director of Managed Services, I am responsible for developing, shaping and adjusting the Managed Services offerings according to a fast changing market needs due to many businesses re-allocating their strategic focus due to global economy changes. Overseeing the delivery of high-quality managed services to our clients, ensuring exceptional customer satisfaction and revenue growth. Constantly cooperating with a team of technical and non-technical staff, including Support Center, Network Operations Center, CloudOps and DevOps units, and IA divisions to tailor unique MS solutions for our clients based on their business needs and requirements, helping them to achieve cost efficiency without compromising on quality. Working closely with senior leadership to develop and execute strategic plans to scale the Managed Services business, grow the revenue and maintain a healthy GM as well as ensure successful delivery of client projects. Show less As part of the leadership team, global leader of solutions bridging the gap between delivery and go-to-market. A key outcome is setting up a custom solution delivery practice, supporting custom delivery of current and new solutions and services provided to customers.Essential Functions:•Driving the adoption of specific solutions with ownership of a P&L •Actively build and drive a pipeline for these solutions while taking into consideration other solutions being deployed within the prospective clients•Work with Leadership across Product, Technology and Business, Marketing, Pricing/FD, Support, Channel partner to ensure a comprehensive GTM•Work directly with Director of Product to ensure solution is market leading •Work directly with field leaders•Assist with the creation of End to End Solution Playbook, deployment tools, best practices, standards, marketing collateral and other strategic solution accelerators•Work directly with clients and delivery teams to implement these solutions•Lead and drive post-launch optimization of the customer adoption, customer experience, operations and reach/scale of these solutions•Work with the account team and Agile Delivery to report on and analyse program performance and deliver insights to further evolve the solution and build tools and playbook.•Work with product, presales team, Business, and technical experts to enhance the solution offerings and provide customer feedback and market insights•Ensure solutions are inclusive of cognitive accelerators•Develop vertical-specific expertise to build into a playbook•Create a differential focus on the bigger prizes in the market whilst balancing the need to drive innovation.•Create elegant experiences: Together with UX / Product Designers, craft user flows, wireframes, and prototypes for solutions and pre-sales. •Activities, visualising the impact a solution makes in the market. Show less Successfully built from a scratch an independent service line within a large international IT outsourcing company with sales offices and delivery centers across the globe, overseeing all aspects of the business including business line ownership, sales, marketing, delivery, and people management during the initial years. Focused on client acquisition, business development, and scaling operations while driving revenue growth and high gross margins.Over the course of 5 years, grew the support center from a start-up to a multi-million dollar revenue business, achieving yearly growth rates exceeding 50% with strong gross margins. Managed a team of 350 support professionals.Essential functions:- overseeing the support function across all regions and business units.- development and implementation of best practices for support operations, ensuring consistency and scalability across the organization.- leading a team of 350+ support specialists, team leads and projects managers and collaborating with other departments, such as engineering, product management, and sales, to identify areas for improvement and enhance the overall customer experience.- Driving operational excellence: analyzing data and metrics related to support operations, identifying and implementing process improvements, optimizing resource utilization, and managing costs.- management of budgets, forecasting, tracking, and reporting; resources, and performance metrics for the support function, ensuring alignment with company goals and objectives.- Ensuring compliance with all relevant policies, procedures, and regulations: identifying and mitigating risks, ensuring adherence to data protection and privacy regulations, and managing audit and compliance activities. Show less - Building concierge service /customer communications department from a scratch, offering support and full-cycle assistance to international clients traveling to company locations- Managing a distributed team of concierge service representatives in all company locations including Kiev, Kharkov, Dnepr, Odessa, Minsk, etc- Implementation of 24/7 clients’ support service- Implementation of company’s corporate apartments, cars, etc- Negotiating best deals in hotels, restaurants, travel agencies and other relevant service providers- Promotion of concierge services to clients- Conducting tenders for best service suppliers- Monitoring industry innovations, implementation - Monitoring clients’ satisfaction with the quality of service provided, continuous service improvement - Foreigners legalization in UA- Consulting - Account management - Budgeting- Internal and external communications- Problems solving at all company's levels: top management, middle management, clients Show less

  • Director, Managed Services

    Jan 2021 - Dec 2023

  • Global Solutions Director for L1-L3 Support, SOC, NOC managed services.

    Feb 2019 - Dec 2023

  • Head of Support Center | Business Line Owner| L1-L3 Support Services

    Jul 2015 - Jan 2021

  • Business Development Manager

    Nov 2013 - Jul 2015

  • Head of Concierge Service/Clients Communications

    Nov 2010 - Nov 2013

  • Client Communications and Travel Manager

    May 2008 - Nov 2010
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  UniAgent

  Nov 2012 - Jan 2021

  Co-Founder

  Concierge Service and Lifestyle Management for private and corporate clients. E: la@uniagent.net W: http://uniagent.net/S: uniagent.netUniAgent is a group of experienced hospitality professionals, travel agents, and event coordinators teamed up to create, develop and operate Personal Concierge Service programs and Lifestyle Management for our clients.Whether you plan a trip to Kyiv or a meeting with your business partners, whether you need an airport transfer or you are looking for accommodation, or simply wish to have a romantic dinner, UniAgent will add that extra degree of comfort, convenience, enjoyment and luxury.We offer a wide range of services for both individuals and businesses.The goal of our company is to maintain high standards of assistance and impeccable quality of customer care. As a result, all the details of the provided services and their costs are carefully researched and coordinated.Our clients are very important for us. Any problem a customer has is our problem, and we take personal ownership of it until it is resolved to full satisfaction. Becoming a UniAgent member, we can guarantee you the best 24/7 care. Just tell us what you need and consider it done! For detailed information about corporate service program, please contact us at la@uniagent.net Show less

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  Intellias

  Nov 2023 - now

  Director of Managed Services, Application Support Practice Leader