Country Delivery Lead for all Lines of Business of HCL Tech in Bulgaria.

Lead service delivery for C3i and Hönigsberg & Düvel Datentechnik for all pharma and automotiv clients across all operations centers - US, Brazil, Germany, Bulgaria, China and Japan. Provide guidance in planning and execution of operational strategies for client satisfaction, employee engagement, business growth and profitability goals. P&L Management and budgeting.

Responsible for all aspects of client support delivered from C3i's Operations Center in Sofia, Bulgaria. Accountable for meeting contractual targets for the teams managed as well as achieving efficiency goals. Main responsibilities include:- Plan staff size on all organizational levels for optimum results and maximum efficiency- Drive Process Improvement throughout the teams of accountability - best practice sharing, root cause analysis, improvement plans etc.- Liase with each client management team on cross-border processes - forecasting, budgeting, quality monitoring, change management, reporting etc.- Delivery monthly and quarterly account business reports to Senior leadership- Counsel, mentor and develop Operations Managers- Interface with clients on tactical and stategic level for service delivery matters

Primary liaison between C3i and C3i’s European based partners (leading pharmaceutical companies in the world) for which C3i is providing IT Support Services (Service Desk, Hardware Provisioning/Repair and Managed Services). Managing client expectations and establishing key partner relationships at the tactic and strategic level and acting as client’s advocate within C3i’s operations. Main responsibilities include: • Account planning and Business development – identifying opportunities for business growth and offering relevant solutions tailored to the customers’ needs• Delivery of contracted services in concordance with predefined SLA and KPI• Providing regular measurement of effectiveness• Business Analytics and Continual Service Improvement • Keeping client a positive reference for C3i’s prospective business partners• Invoicing, contract preparation and account P&L responsibilities

Managing Service Desk personnel and all operational functions related to providing technical Support Services to Clinical Research Field Representatives . Main areas of responsibility:Operation Management:• Forecasting and scheduling process - coordinate with client partner projected incoming demand based on historical analysis factoring business impacting events such as campaigns, new system implementations, software/hardware deployments etc.• Achieving cost efficiency targets as set out by Senior Management• Quality Management - establishing quality management tools and executing corrective and preventative action plans when necessary• KPI monitoring and attainment• Process design• Document Library Maintenance (creation/updating of Standard Operating Procedures, Work Instructions, Workflows etc.) in concordance with C3i's global excellence practicesPeople Management:• Personnel recruitment, retainment and management• Performance appraisal and goal setting• Maintaining high morale of personnelReporting:• Providing regular and comprehensive measurement of effectiveness and target achievement• Analyzing and translating big datbases into business informationChange Management:• Managing the Operational Change Process during new client implementations or Change Processes towards achieving operational stabilization and operational effectiveness for already implemented Support Services• Change Management to existing services (new hardware/software rollouts, changes in application functionality, expansions of end users in scope, changes of operations towards effectiveness etc.)• Manage Project Plans and coordinate with business units from all C3i premises located in multiple countries and continents (IT and Telecom, Back Office Reporting, Operations, Client Management, Business Partners, local vendors etc.)

Responsible for managing and maintaining accurate and up-to-date Knowledge Base, as well as internal escalation point for technical queries. The SME is the primary knowledge holder of specifics about Client applications, hardware devices and client processes