I have been working as ICT Service Desk team leader / ICT Service Delivery Manager (Owner) at a market leading company of the European banking industry.I also have approximately 15 years experience with extensive Subject Matter Expertise in related methods, processes, managing of ICT service contracts (SLAs, OLAs, UCs), and developing Cost Effective Solutions to meet customer’s business need.I gained outstanding communication skills, I am a strong team player and agile service manager.I have worked within a variety of both public and private sector environments including Finance and Government within the CEE region.Skills/ tasks:• Strongly skilled and dedicated ITIL expert: ITIL v3 Expert, ITIL 4 Managing Professional• Outstanding grasp of ITIL principles and processes• IT Contract managemet• IT Service continuity Manager, Updating IT service Continuity plans• Updating IT Service Continuity plans, organizing DR test plans• Managing critical customers incidents, associated to customer communication, activities and any appropriate escalations• Tracking the incidents to conclusion in line with SLAs and quality standards• Providing information about incidents analysis and monitoring KPIs• ICT Service Desk team lead, Monitoring ICT Service Desk team’s KPIs and creating action plans for improvement• Generating service management and performance reports to an agreed schedule (or on request)• Building and maintaining client relationships• Identification of customer needs and proposing solutions• Organizing service review meetings, generating performance reports, initiating service improvements, checking quality and processes• Creating and defining service level agreements (SLAs) in relation to contracted services (UCs, OLAs)• Introduction of IT services to business organizations• Being responsible for ownership of all customers incidents or logged service requests• Managing and collaborating with third party suppliers and ensuring that their performance and provision of services and quality are in line with our expectations and enable us to meet or exceed service levels• Ensuring the SLAs are achieved; service quality and overall expectations are met or exceeded• Project Management skills and experience, Effectively monitoring, controlling and supporting service delivery• Advanced skills in the use of SM tools: Jira, Confluence and Service Now (administration, user interface development)I pursue new opportunities and can be reached either through this profile, email or by phone at +36-30-768-5079.