Istanbul, Türkiye
Over the last 10 years, I have held a variety of leadership and operational roles in technology and service management. Working in a fast-paced, customer-focused and innovative environment, I have developed strong strategic thinking and team management skills. I have extensive experience, especially in ITSM, SAP ERP, CX, CRM, IT infrastructure, Non-SAP , UI and UX. In my current role, I develop and implement strategies for organizational excellence by providing leadership in support services and process improvement. I also direct my teams to ensure that projects and integrations are completed on time and in accordance with the targets and increase coordination to achieve strategic goals. Working in management positions, I managed teams of 10 to 12 people and collaborated effectively with cross-functional teams, vendors and 100+customers. By successfully managing challenging projects, I was able to increase customer satisfaction and continuously improve service quality. Throughout my career, I have adopted a passionate approach to high service quality, operational efficiency and the achievement of strategic goals. My focus for my future career is to lead even greater organizational changes and achieve sustainable success.
•Leading customer support operations and managing ongoing services to ensure successfull businesss operations •Lead customers to focusing on solutions on their SAP ecosystems •Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures and tools. •Provide direction and goal setting on strategy and operations. •Product owner of the ITSM ticket tool of organization and leading Non-SAP team members in compatible with agile project management • Implementing newly SAP user clients to ongoing application support services. • Product owner of the ITSM Ticket tool (FIMS), manage backlog with respect to answer needs of users that include service management team members, consultants and clients of Felece and possible new users with purchas • Establish clear goals and responsibilities for the team (10 people) and monitor the performance
•Act as point for escalation for either the team or the 100+ customers for items that relate to service management •Lead the delivery of programs, projects, or managed services and responsible for overseeing the successful delivery of services and projects •Provide transition of Bayegan, Otokoç projects to AMS services after the S4HANA migration •Ensure that KPI metrics for SAP services (e.g., system uptime, resolution times, customer satisfaction) are tracked and met •Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda •Provide guidance and mentorship to team members • Product owner of the ITSM Ticket tool (FIMS), manage backlog with respect to answer needs of users that include service management team members, consultants and clients of Felece and possible new users with purchase • Leading non-SAP Projects • Establish clear goals and responsibilities for the team (7 people) and monitor the performance
• Managed daily operations and support for business applications Arçelik, Beko, Grundig, and Dawlance with SAP Hybris, ensuring efficient functionality. • Successfully implement Felece's first AMS team that includes Hybris business analysts, BE developers, UI developers and Devops team and systems to Arçelik's work environment. • Collaborated with cross-functional teams and Arçelik's 3rd parties to optimize processes and enhance user experience. • Implemented strategic solutions to streamline operations and increase productivity • Creating ITSM ticket tool (FIMS) and ITSM strategies concerning with ITIL on behalf of the organization . After two years FIMS introduced as a Felece's ITSM solution to market
•Managed service management contract management, financial management, project management, service delivery and customer onboarding for clients •Optimized the availability and performance of IT infrastructure, systems, and services, achieving consistent improvements in operational KPIs for all customers. •Ensuring services are delivered within budget constraints •Conducting regular reviews to assess service delivery, performance metrics, and areas of improvement. •Monitored and reported on service delivery performance, consistently achieving or exceeding SLA targets. •Collaborated in the acquisition of staff and material resources necessary for successful execution of transition projects. •Ensuring that services are compliant with IBM's regulations, standards, internal policies and ITIL principles •Coordinated with delivery towers to guarantee end-to-end service delivery across all technology services, ensuring customer demands were met promptly and resources were properly allocated. •Negotiated with internal and third-party teams to execute customized projects
•Monitor service performance and availability across IBM's services and infrastructure to ensure they meet defined SLAs •Generate and present reports on service availability, incidents, and performance metrics for stakeholders, highlighting any potential impacts and proposing improvements •Conduct business impact analysis (BIA) to understand how outages or degraded service can affect business operations and prioritize remediation actions •Assess risks to service availability, including potential technical failures, infrastructure constraints, or external factors •Led the SLA Breach project with IBM Poland team aimed at developing a proactive solution to alert technical teams before SLAs (Service Level Agreements) are breached on IBM Maximo, improving service delivery and Turkish clients' satisfaction. •Project leadership of Watson-AI programme produced by IBM team to implement AI-driven solutions using IBM Watson to reduce service availability risks and enhance real-time service reporting for Turkish clients
•Sales Forecasting: Identify opportunities for growth. •Goal Setting: Set and track sales goals in collaboration with regional or national sales managers, aligning them with company objectives. •Sales Data Monitoring: Track and report on sales performance, customer feedback, and other key metrics to identify areas of improvement. •KPIs Tracking: Monitor key performance indicators (KPIs) to ensure sales targets are met and adjust strategies as needed. •Collaboration with cross-functional teams : Working closely with marketing, supply chain, digital marketing and sales teams for driving overall sales growth •CRM Updates: Maintain accurate customer relationship management (CRM) records and sales databases