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.
• 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.

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.

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.

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.

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.

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.

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).

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