Run, support, improve SAP ERP, HR, EDI etc (team ~100 consultants)Quality/cost improvement for IT services / infrastructure3000+ users workplaces supportManaging service quality, SLM processes, Business relations, IT marketingBusiness data safety/security, IT audit 14 branches across Russia, budget >5M USDMain projectsSAP (S4 MM/SD/PM/FI+, TM, CRM, BW etc) launch to productionCompetence/support center enabling 1-2-3 support linesAll core ITSM processes implementation, SLAs ServiceNow (IBM Tivoli replaced) for IT, HR, Accounting and other backoffice functionsRegional Service Center (Voronezh) infrastructure and process changes

Responsibilities: - IT services operations and support for whole business in Russia and CIS, including ERP systems (SAP, Oracle, 1C) and 130 other global and local integrated IT services.- IT Infrastructure management across 170 branches (15000 clients, 40 server rooms, data centers, 200 servers *nix/windows, telephony, print services, other).- Oracle ERP support, including changes, monitoring, critical business operations support.- Business demand management, satisfaction, transparency. Representing IT in all regional units. Project management and business projects support.- ITSM processes, toolset, controls (including SOX). - Budget management, reporting, control ($7MM OPEX, $3MM CAPEX). - Team management (250+ employees), consist of:- Service Desk (supporting 15000 users, 24x7x365) - 45 emp.- Field services (on-site support, 175 locations over Russia and CIS) – 200 employees. - Oracle ERP support team (Finances/Supply Chain/Manufacturing/Procurement) – 15 employees- IT services, processes, quality, controls and communications managers – 6 employees Achievements:- Built effective supply chain for IT service production. Developed SMART KPIs for all operations teams. Improved SLA adherence from 60% to 95% implementing clear performance reporting and review on all levels.- Coordinated new services launch and support models for many new projects/applications, including ERP (SAP, 1C), WMS (Manhattan, Solvo), EDI (Oracle), Sales (CAS), Procurement (Ariba) and others.- Implemented effective problem management reducing incidents by 30% and critical issues by 60%. - Improved change management process, saving 35% of time spent for a change.- Implemented marketing metric “Net Promoter score”. Improved from -20% to +45%! - Optimized costs of the function by 60%. Same time improving function KPIs.- Integrated processes, IT controls, toolset and people for PepsiCo/Wimm-Bill-Dann- Successfully outsourced IT Service Desk function in 2015 saving 30% costs.

Responsibilities:- Service Desk function. Supporting ~6000 users over Russia and CIS 24x7.- Developing and implementation of ITSM/ITIL processes for all IT department- Process automation and optimization.- IT Services catalog management, business demand management, SLA contracting with business process leads.- Managing services lifecycle. Launching new services, put to production, fade out.- Creating IT controls environment. SOX/ITIL audit.Achievements:- Developed, implemented and run IT change/project portfolio management process, with financial analysis and prioritization based on NPV, ROI, and risk scores. Resulting in transparency improvement of IT function and focused IT resources on beneficial projects.- Started regular business dialog and feedback, contracted SLAs, initiated “Net Promoter Score” (NPS) users survey, regular improvement plan. Improved NPS score 5 years in a row further.- Developed and implemented Critical incident management process, according to Business demands, as result improved time-to-resolve up to 3-4 times for business-critical outages(order taking, billing, shipping, financial reporting, etc)- Implemented new rules and processes, as well developed new tools for ServiceDesk. Eliminated paperwork, improved users experience and main KPIs (FCR, FLR, Reaction, etc).- Lead internal OLA setup project, established client/supplier relations (RACI matrix) within whole IT function. Improved relations/expectation/communication across IT teams. Publications and speaking:- Wrote and published the article “Project portfolio management in WBD”. ITSMf almanac 2011 (p.33)- Public speaking "Project portfolio management" topic with ITSM Russia forum.- Corporate magazine article: "IT role in Wimm-Bill-Dann", interview.

Managing service providers, SLA negotiations, contracting, purchasing new services. Interfacing business to IT, aligning IT services to business processes, improving customer satisfaction. Lead Global worldwide outsourcing project in Russia. Working to head office team, managing project activities, adding value and best practices from Russia experience.

Managing Service Desk, supporting over 3000 business users 24x7 (25 reports). Implementing ITIL processes, improving service quality.Business and IT project support. Lead IT part in new casino opening project (Shangri-La Spb)Awards: Best manager, 2005

Creating Internet cafe business from scratch. Business planning, licensing, contracting suppliers.Infrastructure idea and realisation. Team creation.Marketing development, presentation, business style creation. Advertising strategy.Business process development, run. Developing CRM/billing system (sold then to 4 other internet cafes).

New business idea development and run (internet cafe).IT infrastructure installation and support (100 users, Cisco, Win2k, Linux (MySQL, Apache, Squid, iptables)). Contracting hardware providers. Obtaining licenses for telematics/data transfer services from Russia IT and Communication Ministry. Working with Moscow governance on city programs. Creating and leading team.