IT Manager ‐ working as independent contractor for external clients.Service Delivery ManagerProgram managerBusiness Development

As IT Program Manager at Devire, I was responsible for the design and delivery of advanced services to our customers. Assuring the greatest talents deliver at their best.I have built a competence center of over 30 Subject Matter Experts who have the knowledge and capabilities of delivering complex solutions from Data Governance, AI, Cyber Security to Software Development.Basing on their skills I have designed, recruited full teams and overseeing delivery.

Head of ASTEK Software Development Competence CenterI'm responsible for over 300 software developers working directly for our clients. I directly manage a team of 8 people. As CCM I have built an internal team who supports me in recruitment, relationship management, sales (center of excellence).Business Development is my main focus, working with our clients to offer them advanced services.Identifying potential business opportunities and clients, projects, andpartnerships that align with the company strategic goals.Building and maintaining relationshipsDeveloping proposals and negotiating contractsPresenting the offers to the customer.Collaborating with internal teams, from our center of excellence, whoprepare the technical side of the offer to the legal dept. Drafting thecontract.Staying up to date with industry trends, participating in conferencesand meetups.Working with our marketing team to prepare campaigns, to find thebest specialists on the market and potential clients.

Acting as regional escalation point into client's network vendors for key stakeholders and internal teams for service assurance and delivery issues that cannot be resolved through the agreed business as usual support and escalation paths,Regional escalation point for networking/telecom issues on Delivery Direct,Where requested, attending Management Team Meetings calls for major and business critical network outages in region, to ensure network vendor has appropriate level of escalation, urgency, and responsiveness to address the issue,Coordinating regional complex problem resolution and recommend solutions for the EMEA region, consulting with global or other regions where appropriate in order to ensure global alignment,Responsible for owning and reporting Global Service Forum service impacting issues, including incident details, root cause analysis and remedial actions for last mile and network access issues,Responsible for all follow-up problem management work and remedial actions to prevent recurrence of service issue, specific to region,Attending and chairing of the regular EMEA Service Review with client contractual communications partners. Ensure SLAs are met and raise actions regarding specific orders or more general regional service concerns,Regular service reviews with key vendors, for example last mile and carrier hotel vendors, to review performance against SLA. Raise and track issues with vendor overall performance,Monitoring service trends to identify areas needing improvement.

Acting as regional escalation point into client's network vendors for key stakeholders and internal teams for service assurance and delivery issues that cannot be resolved through the agreed business as usual support and escalation paths,Regional escalation point for networking/telecom issues on Delivery Direct,Where requested, attending Management Team Meetings calls for major and business critical network outages in region, to ensure network vendor has appropriate level of escalation, urgency, and responsiveness to address the issue,Coordinating regional complex problem resolution and recommend solutions for the EMEA region, consulting with global or other regions where appropriate in order to ensure global alignment,Responsible for owning and reporting Global Service Forum service impacting issues, including incident details, root cause analysis and remedial actions for last mile and network access issues,Responsible for all follow-up problem management work and remedial actions to prevent recurrence of service issue, specific to region,Attending and chairing of the regular EMEA Service Review with client contractual communications partners. Ensure SLAs are met and raise actions regarding specific orders or more general regional service concerns,Regular service reviews with key vendors, for example last mile and carrier hotel vendors, to review performance against SLA. Raise and track issues with vendor overall performance,Monitoring service trends to identify areas needing improvement.

The Cisco High-Touch Operations Management Service delivers personalized support from a Cisco operations manager who helps improve the operational proficiency, productivity, and efficiency of your IT staff and Cisco network.

The Problem Manager undertakes research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions. If possible, he makes temporary solutions (Workarounds) available to Incident Management. He develops final solutions for Known Errors. In addition to this he engages in the avoidance of interruptions (Pro-active Problem Management), i.e via a trend-analysis of important services or historical Incidents.

- Managing of High Priority Incidents.- Ensure process compliance in the IT organization.- Reporting (monthly and ad hock reports).- Analysing customer satisfaction.

- Ensure process compliance- Handling escalations from and to vendors- Manage vendors in SAP