Key responsibilities:• Defining the strategy for the Service Operations unit, derived from strategic objectives.• Developing and implementing the Target Operating Model for Service Operations.• Building and leading the Service Operations unit.• Collaborating with senior management to align service initiatives with business objectives.• Setting clear goals and expectations for service teams, fostering a culture of excellence and accountability.• Establishing, monitoring, and providing regular reporting on all Service Operations KPIs.• Collaborating with customers to understand their needs and expectations, ensuring service alignment.• Developing and managing the Service Operations budget, ensuring cost control and resource optimization.• Monitoring vendor performance and addressing any service-related issues.• Leading a team of 60 support specialists.Key achievements:• Implemented Incident, Change, Problem, and Knowledge Management.• Centralized support.• Automated repetitive tasks, saving 160 hours per month.

Key responsibilities: • Developing and implementing the strategy and Target Operating Model for the Service Management unit.• Building and leading a new Service Management team.• Managing a global Service Management team, consisting of 12 direct reports and dotted line reports.• Developing and enhancing an up-to-date Service Management framework based on ITIL, ISO 9- x, and DevOps.• Facilitating a metrics and reporting framework to measure the efficiency and effectiveness of Service Management.• Interacting with related disciplines to ensure the consistent application of policies and standards across all technology projects, systems, and services, including privacy, risk management, compliance, and business continuity management.• Overseeing and managing Service Improvement initiatives.• Managing the hiring process, training, staff development, and performance management.Key achievements:• Built a global Service Management team.• Unified the Change Management process across the Internal IT unit.• Defined and implemented the Service Improvement process, reducing the time to market from 4 months to 1.5 months.• Implemented the Handover to Support process, shortening the transfer period from project to support by 3 weeks.

Key responsibilities:• Building and leading a new service line of IT Engineering within the _VOIS center in Bucharest, comprising project support, project management, software development, testing, service design, service delivery, presales, and post-sales solution architecture.• Ensuring the implementation of scalable processes and continuous workforce development.• Defining, planning, and executing the strategy for the IT Engineering vertical at the _VOIS Bucharest center.• Managing the cost of service delivery through standardization, consolidation, automation, and continuous learning and development.• Consistently meeting or exceeding SLA objectives and KPIs.• Defining and supervising the transition of new roles and activities from onshore to offshore.• Coaching and developing teams toward a culture of engagement and ownership in international service delivery.• Planning and tracking the department's OPEX budget (~€20 million).• Planning and executing annual business process transformation aimed at automation and efficiency.Key achievements:• Built a highly motivated IT Engineering unit.• Diversified the service portfolio.• Increased the team from 36 to 420 specialists.• Implemented the CSR program "Brighter Future" in Technology VOIS.• Delivered year-on-year efficiencies totaling €5 million.• Automated IP connectivity design and Invoice Receipt processes.

• Building and managing a new Network Operations Centre with 80 specialists organized into the following areas: Assurance (1st and 2nd Level), Fulfillment, Field Dispatch, Optimization, Change Management, Incident Management, Problem Management, and Processes/Reporting.• Directing tasks within a multi-disciplined team, providing technical guidance and training to non-technical staff while fostering constructive working relationships.• Overseeing all aspects of budgetary, financial, and operational performance for the departments, ensuring alignment with Operational Level Agreements, KPIs, and customer requirements.• Defining and monitoring the balance between minimizing the impact of incidents and outages on the customer network and managing resource allocation to the contract.• Leading improvements in operational service delivery targets while efficiently managing end- user activities related to assurance and fulfillment.• Strategically planning and aligning the business to meet current and future requirements, proactively addressing escalation routines within the organization.• Defining, monitoring, and analyzing performance indicators, providing up-to-date reports, and preparing individual development and succession plans for all staff.• Acting as a key representative for the Managed Services COO Leadership Team, working towards objectives that include cross-unit and cross-business unit targets.Key achievements:• Built the first Ericsson NOC in the Sub-Saharan region.• Achieved and maintained double-digit profitability.• Developed a succession plan for all key roles.• Implemented operational standards that minimized incident impact and increased the Customer Satisfaction Index.

• Managing a team of 80 engineers in the Front Office Core Network area, providing 24/7 second-level management and operational escalation support for all customers within the Core Network (IP, Voice, Data, and Cloud).• Enforcing and adhering to SLAs and KPIs, contributing to weekly governance meetings with the Managed Strategy Infrastructure Product Operation Assurance organization to discuss performance and action plans.• Collaborating with senior management to achieve set targets and operational activities, formulating and scheduling team workloads in line with OLAs, KPIs, and customer expectations.• Remaining calm in difficult situations to ensure major incidents are prioritized, minimizing risk and ensuring compliance with SLAs.• Making and influencing decisions to support operational improvements and organizational change, enhancing business activities while planning and supporting the professional development of team members.• Accountable for billability indicators within the Front Office Core team, ensuring alignment with budgetary requirements.

• OPEX analysis for MSS products• OSS User Experience (Ease of Use)• Develop features and tools to reduce OPEX, with R&D teams: Work as a subject matter expert in an agile design team;

Technical Coordinator for Core area.

Operation & Maintenance for Mobile Operators from Spain, Sweden.

Implementation of different roaming solutions for GSM operators (Orange Poland, Orange Romania, Orange Moldova, E-Plus Germany, Vodafone France, Meteor Ireland, Wind Italy, Turkcell Turcia, Polkomtel Poland, Telenor Serbia)