• Customer relationship management (Service Enablement, Reporting, Escalation Management);• Service Operation, Transition and Transformation enablement supporting (Infrastructure, Services, Suppliers, Contracts, Licenses, SLA’s, KPI’s, People: Onshore, Nearshore, Offshore enablement).IT asset management, incident/request management, problem management, change/release management;• Availability & capacity management;• Support customer requirements with feasible technology available options;• Support activities such as: compute, virtualization, storage, network, back-up, database, Middleware, AD/FSM/IAM, tools, applications ops;• P2P Order Review / Approve / Order / Invoice (Catalogue Item / Service);• Compliance management (Asset Decommissioning aligned to Data Classification, Physical / Logical Security Controls, Staff Security Policy Awareness & Alignment Oversight;• Commercial (Service Penalty Reporting / Supplier Services Reporting / Stakeholder management);• Expert understanding of enterprise process and quality aspects;• SLA/KPI/OLA and service quality management;• Ensuring that security guidelines are implemented and followed;• Supporting IT process owners and service owners with service operations; • Project Support: o Statement of Work (SoW) Review / SIA Review / Compliance; o RCP evaluation and EDGE DC build; o Project Co-ordination (In-Flight / New Projects); o Project CR Approval / Knowledge Transfer / Handover into BAU Support; o Project Service Outage Co-ordination (Including Supplier Support Services); o Project Disaster Recovery (Oversight of Backups & Rollback Plans).

• Lead MS delivery concerning operational, financial performance and customer satisfaction• Secure delivery performance in alignment with the business case and managed service targets• Secure the quality and cost of the services delivered from their delivery unit, global and local, in accordance to the expected levels agreed in the Working Level Agreements (WLA) and handle service performance requirements (global benchmark and targets).• Responsible for end to end delivery performance even when the delivery is fragmented, through a proper coordination with a MS Delivery Manager responsible for other parts of the delivery.• Handle specific contract delivery performance• Conduct Operating Level Agreements (OLA) signed with other service delivery units• Drive operational excellence• Identify delivery trends-possible Add on Sale

Main responsibilities: • Managing 2 main process: Contract administration(how new/existing contract are managed throughout their lifecycle) & Incident report lifecycle(Customer resolution process end to end)• Change management & process improvement using Lean SixSigma tools – building standard processes across all Europe• Involved in setting and communicating objectives and performance indicators of the team;• Active role in reporting activities, presenting the weekly and monthly KPI`s and SLA to stakeholders; running report from SAP, SalesForce, ACD and Microsoft or IBM servers/database;• Providing expertise in any transfer of work into the Shared Service Center, negotiating terms and conditions of new work and projects being carried out.• Taking part in drafting the documents necessary to standardize and streamline the activities of the team;• Participating in all projects carried out in order to standardize and increase efficiency of processes;• 3rd party management responsibilities• Key driver of quality initiatives.Main achievements: • Implementation of end to end quality check.• Cost reduction by using shift-left methods.• Involved in implementation of internal and external part ordering platform.• Achieving the Gold quality standard for the SSC.• Improving relationship with stakeholders. • Improving the attrition rate by implementing clear on-boarding and training process.• Providing training for QAT(Quality Advocate Tools).• Developing employees for the next stepReporting to: SSC Director

Main responsibilities:• Successful service delivery - Team SLA and individual KPI achievement• Monitoring overall performance of services and building action plan when necessary• Collaborating with senior management/directors on client account management and growth opportunities• Ensuring operations teams are up to date with application changes and procedures• Building service reports, extracting data from Microsoft data base• Pulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities• 3rd party management responsibilities• Looking out for client's and companies long-term interests• Ability to follow hardware and software best practices as defined by the Managed Services managementMain achievements: • Bringing the SLA and KPI in line with WLA.• Reducing cost.• Improving quality by implementing checks in key areas of activity.• Reducing team attrition.• Improving communication with internal and external stakeholders.• Implementing annual performance review program.Reporting to: General Manager

Main responsibilities: • Ensuring internal communication within the team, holding team meetings, keeping team up-to-date with the project details• Ensuring planning, schedules, breaks, code of conduct etc are respected by team members; Performance evaluating and developing team members through remote and side by side call quality monitoring• Performing one on ones with technical support staff• Supporting the team members in case of problems or escalation; being the first point of referral for escalated queries or problems with the infrastructure, network or systems• Taking care of new starters, induction process• Acting as a single point of contact for client issues• Ensuring procedures are followed in accordance with company quality standards and work instructions• Identify and implement process improvement initiatives in conjunction with manager and teamMain achievements:• Achieving monthly SLA and KPI with scares resources.• Implementing new reports in order to highlight actual performance of the team.• Bringing efficiency within the team by organizing the work by individual capacity and skill. • Developing employees for the next step; supervisor, TL. Reporting to: Service Delivery Manager

Main responsibilities:• Supervises and coordinates all maintenance service and repairs pertaining to building and related equipment, when these are reported.• Responsible for planning, directing, managing, coordinating and supervising programs for the acquisition, assignment, utilization, maintenance, repair, replacement and disposal of vehicles.• Establish standards and procedures.• Implements all maintenance and general procurement (office supplies, beverages, etc...) of materials and parts, schedules installations and oversees that such repair are accomplished in a safe and timely manner.• Formulates and implements preventative maintenance programs for utility systems, equipment and building maintenance.• Conducts in-service training and implements safety regulations and programs.• Maintains accurate records with regard to annual inspection of equipment and general preventative maintenance including rotational work assignment and over-time allowances.• Is responsible for the departmental budget.• Is responsible to propose, introduce, manage and maintain a Mobility Plan (Company Transportation Plan- BVP) following BIM regulation.• Negotiating and administrating contracts and maintenance associated with facilities (Bucharest and Sibiu) rent, landscaping, janitorial service, food service, furniture purchases & repairs, water & gas service, waste management, repair contracts, HVAC, flags, electrical, generator, and general building maintenance.Main achievements:• Negotiating the contract for a new location in Sibiu.• Delivering the new site (Sibiu) before target deadline.• Reducing cost by implementing new Mobility Plan.• Improving collaboration with internal and external stakeholders.• Implementing new processes to reduce local supplier down-times.Reporting to: Site Director.

Main responsibilities: • Ensuring internal communication within the team, holding team meetings, keeping team up-to-date with the project details• Ensuring planning, schedules, breaks, code of conduct etc are respected by team members; Performance evaluating and developing team members through remote and side by side call quality monitoring• Performing one on ones with technical support staff• Supporting the team members in case of problems or escalation; being the first point of referral for escalated queries or problems with the infrastructure, network or systems• Taking care of new starters, induction process• Acting as a single point of contact for client issues• Ensuring procedures are followed in accordance with company quality standards and work instructions• Identify and implement process improvement initiatives in conjunction with manager and teamMain achievements:• Achieving monthly SLA and KPI with scares resources.• Implementing new reports in order to highlight actual performance of the team.• Bringing efficiency within the team by organizing the work by individual capacity and skill. • Developing employees for the next step; supervisor, TL. Reporting to: Service Delivery Manager