Marjana Simic Email and Phone Number
Marjana Simic work email
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Marjana Simic personal email
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As a seasoned IT and Enterprise Service Delivery professional, I've spent my career transforming complex challenges into streamlined, efficient solutions. My journey has taken me from the trenches of technical problem-solving to the strategic heights of executive leadership. With a knack for building and leading high-performing teams, I've developed and implemented new functions and capabilities that drive innovation and efficiency.Beyond the office, my passion for reading and creative writing fuels my desire to make meaningful connections. Whether I'm crafting a compelling narrative or leading a team, I thrive on the power of words to inspire, engage, and drive change. I'm also a firm believer in life-long learning, continually seeking new knowledge and perspectives to make a bigger impact on the world.Whether you're looking for strategic insights, leadership in IT, or just a fellow enthusiast to discuss the latest books, I'm always open to new conversations and opportunities.
The Salvation Army In Canada
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Director, Service Delivery & ProductivityThe Salvation Army In Canada Apr 2021 - PresentToronto, Ontario, CaProvide strategic direction to IT Service Delivery teams, supporting 10,000+ staff.Lead the organizational engagement efforts of a multi-year program to centralize IT support and save costs.Introduced the 24/7 phone channel support and increased monthly CSAT average from 80% to 95%.Built an ITSM team to drive adoption of ITIL best practices; re-designed Change Management and implemented Problem Management.Built an End User Computing team to research, test, and deploy the latest security patches and productivity tools.Developed a strategic plan for IT Asset Management to drive cost savings.
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Service Desk ManagerThe Salvation Army In Canada Sep 2019 - Apr 2021Toronto, Ontario, CaManaged Tier 1 & Tier 2 Service Desk operations across Canada and Bermuda territories.Restructured the team to increase efficiency.Developed Incident Management Guidelines for consistency in incident handling across IT.Introduced metrics and monitoring of CSAT, NPS, FCR, ASA, AHT. Invested and developed learning paths in Udemy to enhance the team's technical knowledge.
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Manager, Service DeskBgis Oct 2017 - Sep 2019Markham, On, CaProvided vision and leadership to omni-channel Service Desk Tier 1 and Tier 2 teams supporting 7000+ employees across North America. Led Incident, Change, Problem and Asset Management practices. -
It Operations Team ManagerTd Jan 2016 - Oct 2016Toronto, Ontario, CaManaged Enterprise Service Desk operations ensuring optimum resource and service levels through active queue management, incident and problem management, and quality call monitoring. Highest score among People Managers on Annual Employee Satisfaction Survey; 3 reports promoted. -
It Team Lead/People ManagerTd Nov 2013 - Dec 2015Toronto, Ontario, CaManaged day-to-day operations and performance of 15 direct reports.
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It Team LeadTd Jun 2011 - Oct 2013Toronto, Ontario, CaCo-Led a team of 120 Service Desk Analysts across 2 locations supporting Corporate, Retail, and Wealth lines of business.Developed a Customer Satisfaction (CSAT) process to enable tracking and follow-up on positive and negative customer reviews and identify trends, increasing CSAT to 90%.
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Escalation Focal/Team LeaderIbm Jan 2007 - Jun 2010Armonk, New York, Ny, UsDeveloped and managed problem escalation process for TD Wealth Management users.Minimized direct escalations by 15% and decreased analyst workload by 20%.Trained 30 analysts on escalation process to ensure consistent service and client satisfaction. -
Service Desk Team LeaderIbm Jan 2005 - Jan 2007Armonk, New York, Ny, UsLed Service Desk operations on Deutsche Bank, AT&T, and TD Bank accounts.Trained 50+ analysts and 3 Assistant Managers in India for Global Resourcing transition.Created and implemented action plans to improve customer satisfaction from 86% to 95% which were applied on other accounts.
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Service Desk AnalystTd Bank Group Jan 2001 - Jan 2005Toronto, Ontario, CaProvided technical support to corporate clients over the phone with focus on software, hardware, network, and security problems.First analyst to achieve 100% on 15 consecutive call quality evaluations.
Marjana Simic Skills
Marjana Simic Education Details
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University Of PhoenixInformation Technology -
Sheridan CollegeInformation Technology Support Services Co-Op
Frequently Asked Questions about Marjana Simic
What company does Marjana Simic work for?
Marjana Simic works for The Salvation Army In Canada
What is Marjana Simic's role at the current company?
Marjana Simic's current role is Improving frontline experience through customer-centric service design and delivery.
What is Marjana Simic's email address?
Marjana Simic's email address is ma****@****ail.com
What schools did Marjana Simic attend?
Marjana Simic attended University Of Phoenix, Sheridan College.
What are some of Marjana Simic's interests?
Marjana Simic has interest in Professional Development Of Staff, Children, Team Building, Project Management, Environment, Poverty Alleviation, Employee Satisfaction (Esat), Disaster And Humanitarian Relief, It Service Management.
What skills is Marjana Simic known for?
Marjana Simic has skills like Itil, Business Analysis, Team Leadership, Incident Management, Process Improvement, Networking, Customer Service, Service Delivery, Security, Technical Support, Management, Sdlc.
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