Ciprian Matcaboja Email & Phone Number

Iaşi, Romania

Responsible for the delivery of Project Support Services for Clinical Trials covering 3 practices (eCOA, RTSM and Advisory) and managing a team of 20+ Project Specialists across 7 countries.1. Service Delivery Management:• Overseeing the delivery of support services to project managers and their teams.• Ensuring that service levels are met or exceeded according to agreed-upon standards and contracts.• Monitoring key performance indicators (KPIs) related to service delivery and taking corrective actions when necessary.2. Client Relationship Management:• Building and maintaining strong relationships with internal clients (project managers) to understand their needs and expectations.• Acting as the main point of contact for internal clients, addressing their inquiries, concerns, and requests in a timely manner.• Proactively identifying opportunities to enhance services and add value to internal client projects.3. Resource Management:• Allocating resources effectively to support various projects based on their requirements and priorities.• Managing a team of support staff, including assigning tasks, providing guidance and training, and evaluating performance.4. Process Improvement:• Continuously reviewing and optimizing support service processes to increase efficiency, quality, and customer satisfaction.• Implementing best practices and innovative solutions to streamline workflows and reduce costs.• Collaborating with other departments or stakeholders to integrate systems and improve cross-functional processes.5. Risk Management:• Identifying potential risks or challenges that may impact service delivery and taking proactive measures to mitigate them.• Developing contingency plans and escalation procedures to address issues as they arise.6. Reporting and Analysis:• Generating regular reports on service performance, including metrics such as service level agreements (SLAs) compliance, customer satisfaction, and resource utilization.

Romania

• Responsible for the delivery of support services for an eCOA platform used in more than 20 countries of a major British-Swedish multinational pharmaceutical and biotechnology company.• Build and maintain strong business relations with the client.• Prepare the monthly billing, according to the contract and deliverables.• Ensure that the service is provided according to the agreed SLA while maintaining Customer Satisfaction.• Ensure reporting correctness and data integrity.• Chair Service Review and Governance meetings.• Drive reactive and proactive Service Improvement Plans as part of ITIL CSI.• Identify trends as part of Proactive Problem Management and ensure timely resolution to RCA as part of Reactive Problem Management.• Offer analysis and actions based on trends and root cause analysis.• Ensure that policies, processes, procedures, and work instructions are documented and applied with efficiency.• Act as an appropriate escalation point for Major Incidents if required.• Act as a bridge between the client and internal support teams.• Ensure that high-priority Risks and Issues are identified and progressed.• Manage the transition of new studies in RUN services.• Mitigate client escalations and quality disputes.

Iasi County, Romania

• Manage the delivery of support services in a SaaS environment.• Ensure that the correct price is used for each Standard Change before billing.• Identify and report all scenarios where costs should be waved.• Analyze and report metrics for Service Review meetings.• Chair weekly and monthly Service Review and Governance meetings.• Act as a point of escalation for Major Incidents however not limited to.• Drive reactive and proactive Service Improvement Plans as part of ITIL CSI.• Make sure that the service delivered to the customer is within the agreed SLAs while maintaining customer satisfaction.• Ensure that the delivered service is aligned with the contract.• Make sure that the documentation for processes, procedures, and work instructions are correct, up to date, and in the agreed format.• Make sure that existing processes are aligned with ITIL.• Analyze facts and plan actions resulting from client escalations.• Agreeing with the client on processes to deliver new/existing services.• Succession and backup planning.• Assist in updating the Service Catalogue.• Promote new service proposals to improve or expand the services to the client.• Leading the service delivery team, managing conflict, and ensuring the team’s processes and tasks are carried out efficiently.• Determining ways to reduce costs without sacrificing customer satisfaction.• Maintaining positive relationships with customers by identifying customer needs and overseeing service delivery within the company context.• Assessing customer feedback and using their expertise to establish, improve, and refine services.• Respond to client escalations and quality disputes.• Assist in drafting Business Proposals as replies to Requests for Proposals.• Participate in client pitch presentations.• Report any contract gaps or missing mandatory contract documents.

Iasi County, Romania

• Review Service Tower performance and trending information to assist in the improvement of the services being provided.• Assure the triple lock process is applied to all the contractual obligations.• Provide independent validation of the delivery of obligations to support contract compliance.• Act as an advice and escalation point for both Quality and Compliance.• Participating in any high priority and/or service wide initiatives that have been highlighted by a Tower or the Client.• Act as an appropriate escalation point for major incidents if required.• Ensure that high priority risks and issues are identified and progressed.• Ensure that appropriate independence is maintained in line with the relevant policies.• Create, contribute to, develop and where necessary, governance processes.

Iasi County, Romania

• Enabling Service Desk team to capture and understand business-oriented data.• Analyzing information captured by the Service Desk team to discover improvement opportunities.• Liaising with Service Delivery to successfully implement improvements.• Coaching Service Desk team and driving improvements using A3 Thinking problem-solving method.• Using statistical tools and methods to identify the causes for process variation and drive corrective actions.• Providing recommendations for improvement in the client’s IT ecosystem.• Communicating with Account Team and Client representatives to drive business-oriented continual service improvement.• Perform KARMA knowledge assessment for: 1. Initial Data Collection 2. Client Business Process understanding 3. Business structure assessment (departments, towers, locations): a. Collect strategic objectives. b. Creation of Possible Business Loss matrix. c. Benefit Model draft.• Define IT Demand based on Statement of Work.• A3 and Continual Service Improvement monitoring process setup.• Trigger and set up Operational Review Process.• Monitors the Business Value Management process performance.

Iasi County, Romania

• E2E Management of incidents, against SLAs and contracts.• Attendance and participation at Incident Management-related meetings attended by Customers/Suppliers.• Escalation to TL / SDM / Resolving Teams where tickets may or have been breached.• Ownership of the accuracy and quality of information on all logged incidents; regular evidence of constructive feedback on the accuracy and quality of logged incidents.• Interfacing appropriately with Problem Management, Knowledge Management, and Major Incidents Management teams. • Provide periodically service reports or ad-hoc reports requested by SDM /OPM /TL.• Initially estimates business impact and urgency, escalate emerging potential Major Incident.• Supports the process of the service restoration or impact reduction;• Ensures that incidents are resolved effectively securing end-to-end Service Level Agreement.• Identifies and escalates uncatalogued incidents e.g. ‘gray space’.• Provides high-quality reports and communications; supports consistent communications in scope of the process and services.• Ensures that customer’s business interests are maintained over and above those of any specific SDO.• Identifies and escalates operational issues and drive resolution working directly with the client and SDOs.

Iasi County, Romania

• Logging incidents and service requests, containing all necessary information, received via phone and email;• Addressing user issues correctly according to SLA standards and assigning them to appropriate resolving team when necessary; • Knowledge of request models, especially knowledge of details required for providing accurate solution of user’s problem.• Basic diagnose and troubleshooting of incidents issues when possible more advanced to resolve reported case;• Providing First Time Fixes to the user, and closing the ticket in this case;• Resolving as many incidents as possible on initial contact according to agreed SLA and processes for dedicated Customer and confirming fact that issue is fixed with users(FTF and FLR).• Following-up on users chase calls; Monitoring own and absent colleagues queue in Remedy; Consulting high priority issues with Incident Manager. Control timely processing of the assigned incidents and service requests;• Accurate and timely hand off to other resolving teams;• Answering phone calls within SLA;• Meeting or exceeding the level of service when responding to all incoming incidents;• Identification of recurring and related incidents and ability to co-relate for a potential bigger problem or seeding indicators for a bigger issue.

Master'S Degree, Structural Engineering

Master's Degree in Structural Engineering

Bachelor'S Degree, Civil Engineering

Graduate with Bachelor's Degree.

Baccalaureate Diploma, Technical Drawing