Tanja Pakkala Email & Phone Number

• +16 years of experience in various roles in IT service delivery, service management and account management• Experience in ITIL processes - implementation, management and process improvements within large global IT service outsourcing deals• Strong knowledge of SLA and KPI models and reporting• +5 years experience in leading international teams I am a team player with good collaborative skills and I like to work interfacing also the customer. I have seen the world of account and service management from service providers’ point of view but would say that I have ability to use this experience also looking from customer point of view and bringing the benefit on that side as well.My key strength is willingness to see the bigger picture and take ownership to get the things done. Specialities /Key words: Service delivery, Service management, Account management, ITIL, Process, Availability Mangement, Service Level Management, Incident Management, Change Management, Service Transition, Service Transformation, SLA, KPI, Service Level Reporting, Reporting, Service Performance, Performance Reporting, Team Leading, CSI, Continual Service Improvement, Quality Assurance

Listed skills include Service Management, Itil, Service Delivery, It Service Management, and 21 others.