• Lead operation teams in providing Infrastructure, OS, Network, Monitoring and Client operations ( Team: 3 Team Managers, 40 Specialists)• Primary contact for managed services operations• Perform operational audits of support and maintenance, including daily checks, proactive work, minor fixes, changes and/or upgrades/patches.• Tracks and reports on migration projects and support SLA metrics and ensures that committed SLAs are met.• Prepares weekly and monthly status reports and runs the weekly status meeting with relevant stakeholders.• Provides functional guidance to team managers to resolve moderate and complex problems.

• Key account management in industry FMCG, Energy, Retail, Manufacturing, Automotive• Multiple customer management of Professional services such as Remote support, Field operations, Application support, Monitoring, Outsourcing.• Manage IT service delivery processes, SLAs / KPIs and keep an eye toward process improvements to build in efficiencies and automation.• Manage the IT Operations team either directly or through subordinates. (90+ team members)• Pre analysis, resource planning, designing the business model according to customer needs, taking an active role in the proposal preparation process in projects and tenders for customer acquisition.• Creating infrastructure of digital workforce projects and end-to-end management.• Follow the dynamic IT structures of the customers, identify new opportunities needed, develop proactive solutions, increase customer satisfaction by ensuring the continuity of the service.• Drive growth and resource planning, policy development and rollout, document IT processes, and collaborate cross-functionally on business development strategies

• IT Service Delivery to 12 Countries (Turkey, China, United States, Russia, Colombia, Netherlands, Switzerland, Norway, Kazakhstan, Uzbekistan etc.)• Manage the staff of the global service desk, including motivating them, hiring, training, termination, reviews and overall performance evaluations and training• Delivery of Plant IT Services including project management or execution (e.g. plant migrations, new offices)• Strive for continuous improvements of the incident management and service request processes as well as the integration of both with other IT operations management processes (problem, change, asset)• Develop, manage, measure and report on key service-level metrics• Responsible for managing IT Service Management processes, all associated tools and vendor relationships• Direct, guide and support IT Operations Managers / Service Owners regarding all IT service portal related topics, uncertain situations or conflicts

• Planning, management, support and reporting of the Service Lifecycle of IT Services provided based on the Türk Telekom Service Catalogue• Management of an 12-person IT team• Member of Service Management continuous improvement project team, Service Management leadership team and Customer Service management team• To own and manage the Change Management function; Major Incident Management function and the Problem Management function• Perform analysis and develops recommendations for continuous improvement opportunities• Provide regular management reporting on IT activities, business projects and initiatives to the International IT Service Management lead• Guide/Perform benchmarking, trend analysis and other input to drive continuous improvement and elevate service performance