Bulgaria
Highly motivated and results-driven Service Delivery Manager with a proven track record of delivering exceptional service and driving operational excellence in complex, fast-paced environments. With experience in IBM Storage and IBM Power as a Service Delivery Manager;Technical Team Lead; Focal Point Team Coordinator; Remote Technical Support, I have developed a keen understanding of service management, client satisfaction, and team leadership.
Establish Customer Support Practices. Analyze Metrics and RCA (EPM, Analytics studio, SmartCare, etc). Defuse Situations. Ensure customer requirements are met with consistent delivery of a high level of client service in an effective and cost-efficient manner. Responsible for making sure that services are being seamlessly delivered to the clients of an organization. Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary. Leading projects, staff recruitment, performance assessment, training, and mentoring. Skills: Client Relationship Management: Adept at building and maintaining strong client relationships, I have a history of understanding client needs and aligning service delivery to meet and exceed their expectations. Team Leadership: I have a successful track record of leading high-performing teams, fostering a collaborative work environment, and providing the guidance and training necessary to enhance staff productivity. Process Improvement: Proficient in process optimization and continuous improvement methodologies, I have implemented streamlined processes that reduce costs and enhance service quality. Technical Proficiency: Well-versed in relevant tools and technologies, I leverage IT solutions to improve service delivery and operational efficiency. Project Management: Skilled in project planning, execution, and monitoring, I have overseen numerous successful projects that have positively impacted service quality and cost-effectiveness. Change Management: I have a demonstrated ability to adapt to rapidly changing business environments and successfully lead teams through transitions, maintaining service quality throughout. Ensure customer requirements are met with consistently high quality of service
Assist in the supervision, management and co-ordination of the day to day functions and operations of a team.
Create and develop performance report, delivery method, scope of work, and general duties records. Dealing with the vacation plans of team. Taking part in hiring process. Help out in managing customer demands to ensure maximum satisfaction, and to maintain quality over quantity. Engage in the negotiation of customer job demands and specifications as regards to labor and material; and assist in creating comprehensive technical documents. Supervise activities between internal and external resources, and facilitate smooth workflow for service delivery. Evaluate project data for accuracy, and take the lead in setting project targets and priorities. Resolve disputes between team members and management and assist in addressing issues amongst team members to avoid unacceptable behaviours. Give training and mentorship to team members to make them better on the job. Be up to date with current field practices to enhance service standards and delivery. Review customer technical demands and instructions and assist internal team and customers to identify the best order for lifts, and the most efficient methods of maintaining and using delivered materials. Attend technical training to acquire more knowledge of technical procedures and applications, and other job demands. Remain knowledgeable of current technology and carry out research to identify new trends that can be used to achieve maximum results. Carry out other technical related duties that may be required.
Attracts potential customers by answering product and service questions; suggesting information about other products and services. Opens customer accounts by recording account information. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Recommends potential products or services to management by collecting customer information and analyzing customer needs. Prepares product or service reports by collecting and analyzing customer information. Contributes to team effort by accomplishing related results as needed. Licensing Microsoft products.