- Negotiating and agreeing requirements for services with the customer- Managing SLAs for operational services- Measuring service performance achievements- Improving customer satisfaction- Acting as Manager on Duty - coordinating and reporting critical operational events on behalf of IT service provider during the duty period.

- Managing 2 technical teams (over 25 FTE)- Reporting operational status to stakeholders- Developing business relationship with the customer- Additionally fulfilling the role of Capacity/Availability/ITSCM Manager

- Managing and supervising team of IT Service Desk agents- Support for 5000+ users- ITSD SME for CEE cluster - responsible for calculation models and process improvements for Service Desks.- Additionally fulfilling the role of Request manager

Leading and supervising a team of ProcOps agents within the BPO Support CenterProviding support for:- purchasing of all indirect materials and services for a swiss client, executing and supervising.- basic technical troubleshooting with regards to applications used and required to perfom thebusiness activityKnowledge transfer owner from the client’s sites United Kingdom (08-09/2011), the Netherlands(10/2011), France (10/2011) and Hungary (11/2011).The team consists of 14 agents responsible for the conversion of Purchase Requisitions to PurchaseOrders (SAP), and Service Desk Agents responding to process and technical queries (ticketing toolused: BMC Remedy).The position is responsible to ensure the service toward client is provided within the agreed SLAs,process improvements are delivered and all HR activities and people manager’s duties (such asregular individual/team meetings, training/coaching plans, regular performance reviews,promotions/salary adjustmens,…) are performed.