Rustam Klebleev Email & Phone Number

Moscow, Russia

Moscow, Russian Federation

• Organization of the service delivery process and integration of all involved parties both inside and outside the Atos (with third parties);• Operational management of the account and the team of performers on a daily basis;• Quality management and execution of all SLAs;• Service cost management and achievement of planned indicators;• Signing of acts of acceptance and transfer of services from the Client;• Search for and add new services, transform and develop old ones.• Regular reporting on SLAs, finances, and resources;• Support and execution of the budgeting process;• Communication with the client, participation in management committees and service management processes (ITSM);• Preparation and implementation of development projects and changes that occur during the account lifecycle;• Efficient organization of receiving and transmitting additional services for support;• Preparing the account for audits and quality assessments of Atos services;• Introduce innovations and continuously improve the quality of service;• Development of proposals for outsourcing technical support services for participation in tenders.During my work, I have provided service control under contracts for providing IT services to the following customers: Siemens, Microsoft, Mars, Mercedes-Benz, NordStream, PriceWaterhouseCoopers, PGK (Freight One), Inchcape, Mosenergo, J&J

Management of the Department for providing end user and workplace support services for internal and external Customers (70 people are subordinated).• IT project management• Recruitment and development of personnel• Monitoring of financial performance under contracts• Support for VIP users of the companyAchievements: • During my work, we switched to a new approach to personnel management in outsourcing projects.• Provided IT support for the company's VIP users

• Operational management of the service contract and the team of performers, quality management and execution of all agreed key service indicators;• Perform the role of IT Project Manager for infrastructure projects. Led the Russian part of the largest international project to merge Nokia Siemens Networks (NSN).

Purchase of IT equipment at the customer's facility (British American Tobacco Russia)• Administrative support of the process of purchasing new and replacing old IT equipment;• IT equipment warehouse management;• Organization of IT equipment delivery;• Maintaining warehouse records.Project management for British American tobacco:• Upgrade IT equipment of users,• Moving offices (and so on).Achievement: Siemens, together with CROC, received the IT leader 2007 award for the largest project in Russia to provide 24/7/365 business support for BAT Russia on 1/8 of the land.

At the customer's facility (British American Tobacco Russia), workplace support for users in the office (700 users), by phone and remote access in more than 150 regions of Russia.• receiving and registering user requests in the CA UniCentre program,• initial analysis of requests, assigning priority,• resolving requests at the 1st level,• routing user requests,• escalating user requests in GSD (Group Service Delivery) or specialized Service Desk services• monitoring of the requests

Education record

Education record