Global Leadership Expertise: - Spearhead diverse teams across EMEA and APAC, driving strategic initiatives and fostering a culture of excellence and innovation.Strategic Business Planning and Management: - Master in crafting and managing robust business strategies, ensuring alignment with long-term organizational goals and market dynamics.Financial Acumen: - Profound knowledge in cost management, value creation, and ROI enhancement, adept at transforming financial insights into strategic actions.Industry Insight and Strategic Consulting: - Deep understanding of support industry trends and technology advancements, skilled in succession planning and technology selection. - Expert in developing compelling business cases and sales strategies that accelerate growth and profitability.Global Logistics and Distribution Management: - Manage intricate global logistics operations for clients across sectors such as Life Science, Retail, and Manufacturing. - Proven track record in the distribution of medical devices within the EMEA region, ensuring compliance and efficiency.Hardware Asset Management & Procurement: - Skilled in managing hardware assets and overseeing procurement processes to optimize resource utilization.Device as a Service (DaaS): - Competent in managing and deploying DaaS, enhancing operational flexibility and cost-efficiency for clients.Operational Excellence and Departmental Synergy: - Champion in driving standardization and unification efforts, significantly boosting efficiency across departmental functions.Interdepartmental Communication and Collaboration: - Excel in bridging communication gaps between departments, enhancing collaborative efforts that contribute to seamless business operations.Service Excellence and Performance Management: - Strategic oversight on service level agreements (SLA), KPI management, and service delivery methods, ensuring top-tier service delivery aligned with advanced technology solutions.

- Collaborate actively with local account owners to drive key initiatives that enhance productivity, customer satisfaction, people development, and quality control.• Support the construction of robust relationships among functional teams, ensuring alignment with the company's strategic business objectives.• Design and implement a management structure optimized for scaling both people and business operations effectively.• Ensure that local team operations maintain consistency with global management standards.• Focus on developing team members to support and sustain the growth of the site.• Foster and maintain high-quality relationships with stakeholders at both local and global levels.• Lead the adoption of global initiatives, practices, and policies, guaranteeing compliance with international standards in all areas including people management, processes, and operational excellence.

• Lead a dynamic team responsible for managing all hardware requests across various pharmaceutical companies, ensuring timely and effective service delivery.• Oversee communication channels between the local office and global locations, facilitating seamless international operations.• Proactively monitor and address client and support team issues, enhancing service quality and client satisfaction.• Manage relationships with partners and subcontractors, ensuring robust collaboration and alignment with project goals.• Maintain a deep understanding of the clinical and pharmaceutical environments to better meet industry-specific requirements.• Strategically manage resource availability and utilization to optimize team performance and project outcomes.• Direct staff management activities including work scheduling and duty assignments to maximize efficiency and team effectiveness.• Cultivate strong, enduring relationships with clients, reinforcing trust and business continuity.• Define and enforce departmental policies, goals, objectives, and procedures, aligning them with broader corporate strategies.• Initiate and drive projects that significantly improve operational efficiency and business processes.• Escalate critical issues to senior management, ensuring visibility and swift resolution.• Conduct regular operational meetings to keep processes aligned and teams informed.• Communicate vital organizational updates and new information to all team members, fostering a transparent and inclusive work environment.• Perform regular performance reviews of direct reports to motivate and support professional growth.• Ensure that all team activities meet or exceed predefined KPIs and SLAs, guaranteeing client satisfaction and operational excellence.

• Responsibilities:• Oversee a team dedicated to handling all hardware requests from clients, ensuring swift and accurate responses.• Resolve complex order issues to maintain service quality and client satisfaction.• Lead communications between the Sofia hardware depot and other global hardware depot locations, ensuring coherence and alignment across operations.• Direct a hardware configuration team, optimizing setup and deployment processes for client systems.• Manage logistics and asset management teams, streamlining operations and enhancing asset utilization.• Oversee the implementation and operation of an asset management system to track and optimize hardware resources.• Monitor and address hardware-related issues escalated by client teams, providing timely and effective solutions.• Prepare shipping invoices and manage documentation for countries with stringent customs requirements, ensuring compliance and timely delivery.• Coordinate with couriers to oversee hardware deliveries, addressing any logistical challenges as they arise.• Maintain a deep understanding of the client’s technical and business environment to better anticipate needs and tailor services accordingly.

Responsibilities:• Managing and processing of all Client ‘s hardware requests• Supervise Internet connectivity requests processing • Managing Frustrated Freight or problematic orders • Act as a main point of contact in the communication between the C3i US Workstations Management Services (WMS) Department and Sofia Operations Center (SOC) for all Client hardware related issues.• Supervise the Hardware Provisioning team to ensure exclusive quality of service according to all applicable SLAs:• Monitor the hardware orders creation process and ensure the accuracy of the logging in C3i Tracking system. • Monitor all Hardware related issues escalated from the different Client teams throughout the day. • Shipping Invoice preparation for countries with complicated customs documentary requirements • Follow up all couriers engaged in hardware delivery if needed• Act as mediator between recipient, customhouse and C3i WMS in case of additional documentary requests and customhouse issues.• Maintain knowledgebase on all customs and shipping formalities, requirements and procedures as per country.• Prepare and assist account team personnel with the preparation of all related reports • Ensure effective Client hardware related training Initiatives • Ensure effective change management and knowledge transfer between Client, WMS and Sofia Operations Centre• Engage in Quality Check activities as needed.• Consistently maintain high level (deep understanding) of the Client technical / business environment

• Provide comprehensive technical support services to support center customers• Take all steps to troubleshoot issues reported to them and resolve or escalate to the appropriate contact. • Act as first point of escalation for Level I Analysts and be knowledgeable on client specific work flow• Promptly notify management of any potentially “dissatisfied” customers• Handle open calls, including monitoring open call queues, placing follow up phone calls, etc.• Liaise as necessary inter-departmentally to seek resolutions to all issues reported• Maintain technical proficiency in all applications utilized by clients supported • Contribute current technical information and best practices to the C3i Reference Library or other knowledge distribution channel• Assist in the mentoring of Level I Analysts • Perform customer support related tasks and special projects • Participated in client events