Ivan Fonchev Email & Phone Number

Kanata, Ontario, CA

• As a Delivery Director at Mitel, I drive strategic initiatives that enhance operational efficiency, optimize business processes, and deliver technological innovations. My responsibilities include leading.
• Oversee the integration of the Service Organization in Bulgaria into Mitel, aligning operations and strategic goals for the seamless adoption of processes and culture.Business Process Optimization & Digital.
• Guide teams to optimize processes and implement digital transformation strategies, achieving an 8% YoY productivity improvement.
• Lead the Global Automation Improvement Program, generating a 30% YoY reduction in monitoring incidents and a 10% reduction in manually handled incidents, while introducing automated solutions like trace logs and a web.
• Oversee the adoption of Mitel’s full product portfolio, focusing on product and process enablement.Cloud Solutions & Managed Services
• Support the design of OpenScape Secure Cloud, enabling customer migration to secure, scalable environments while expanding Mitel's offerings.

Taastrup, DK

• As Head of the Global Delivery Center in Sofia, I was responsible for overseeing operations, financial management, and strategic initiatives to drive growth and efficiency. My role spanned business goal alignment.
• Managed the operations of the technical Global Delivery Center, aligning business goals with company strategy to ensure operational success.
• Established and tracked performance metrics to ensure that projects were executed efficiently and aligned with strategic objectives.Financial Leadership
• Managed a multi-million euro P&L, consistently optimizing financial performance to ensure profitability and operational efficiency each month.
• Led financial planning and analysis, ensuring resources were allocated efficiently and that financial targets were consistently met.Move to Offshore Initiative
• Drove the Move to Offshore program, identifying functions for offshoring across Central and Northern Europe.

Taastrup, DK

• Managed remote telecommunications teams supporting 3,500 North American customers and over 100 Managed Service customers in Germany. Focused on optimizing operations, enhancing customer satisfaction, and driving.
• Developed strong customer and client relationships, driving satisfaction and revenue growth.
• Streamlined ticket handling processes, keeping backlog levels at 15% of total volume and improving response times.
• Tracked and analyzed key performance indicators to maximize operational efficiency and service quality.
• Implemented continuous service improvements, reducing operational costs and ensuring seamless, high-quality service delivery.
• Led initiatives to standardize workflows and improve incident management across regions, reducing resolution times.

Munich, Bavaria, DE

• Managed remote telecommunication teams supporting the North American market of 3,500 customers. My focus was on enhancing customer satisfaction and optimizing operational efficiency.
• Developed strong customer and client management relationships to drive customer satisfaction and revenue growth.
• Streamlined the ticket quality handling process to increase efficiency and maintained consistently low backlog levels at 15% of total volume.
• Maximized operational performance by measuring several Key Performance Indicators (KPIs).
• Implemented continual service improvement on all processes and procedures based on monthly reports to reduce costs and ensure seamless operations.
• Forecasted incoming volumes to optimize staffing and availability.

Munich, Bavaria, DE

Combining the roles of Team Lead and Service Operations Manager

Munich, Bavaria, DE

• Managed a team of over 20 L1 and L2 telecommunication engineers in a dynamic and busy work environment, ensuring our team delivered exceptional service and met organizational goals.My responsibilities included:
• Establishing and implementing team goals and procedures: Developed clear objectives aligned with organizational strategy, fostering accountability and a results-oriented culture.
• Managing and analyzing performance data: Tracked metrics and set Key Performance Indicators (KPIs) to evaluate success, providing timely feedback to team members for continuous improvement.
• Planning for capacity and capability: Assessed operational demands to ensure proper resource allocation and skill sets were in place for effective service delivery.
• Leading training sessions: Designed and facilitated training programs to enhance team skills and promote a culture of lifelong learning.
• Encouraging best practices: Promoted innovation by identifying and developing best practices, fostering collaboration and process improvements within the team.

Munich, DE

• Provided expert support for the Siemens Communication Portfolio, ensuring high-quality service delivery and customer satisfaction. Through my technical expertise and commitment to customer service, I contributed to.
• Managing ticket handling for Level 1 and Level 2 support, consistently meeting defined service level agreements (SLAs) to ensure timely issue resolution.
• Delivering hotline technical support via phone and email, addressing customer inquiries and troubleshooting complex telecommunications issues effectively.
• Collaborating with cross-functional teams to resolve escalated issues and provide insights into product improvements based on customer feedback.
• Updating and maintaining the knowledge database, ensuring that information is current and accessible for the support team and end-users.
• Writing comprehensive service documentation to enhance operational procedures and facilitate knowledge sharing across the team.

Master Of Business Administration - Mba

Bachelor, Computer Science