Plamen M.

Head of Service & Operations Management

Vienna, Austria

Experience

May 2024 - Present
1 year 6 months
Vienna, Austria

Head of Service & Operations Management

Raiffeisen Bank International

  • Shaping service management as part of head office of RBI
  • Service owner overseeing IT Cloud Services ensuring smooth business continuity and operations
  • SPOC & service/process owner providing T-shaped expertise in IT domains, cloud platforms and services (AWS, Azure, Kubernetes, Salesforce, ServiceNow, Jira, Orca, GitHub)
  • ITSM/ITIL implementation and mentoring including design, definition, mapping and execution
  • Change and release management, UAT/test verification, major incident management and SDLC management
  • Managing regulatory and audit requirements, DORA major incident management and reporting
  • People management of 15 FTEs, budget and cost management, SIAM vendor and escalation management
  • Stakeholder communication with C-level, cross-tribe service delivery and contract management
  • Definition, measurement and reporting of KPIs, SLAs, OLA, RPO, RTO, BCM and SCM
  • Agile/Scrum process delivery governance and customer relationship management
Jan 2023 - Apr 2024
1 year 4 months
Vienna, Austria

Global Release & IT Coordination Engineer

Admiral Technology

  • Governance of major, minor and emergency SDLC releases via CI/CD pipeline
  • Planning, prioritization and traceability of application lifecycle management
  • Quality control of software versions and components at all stages of continuous delivery and deployment
  • Release evaluation and classification, change and defect management, CMDB-CI and document management
  • Stakeholder communication with C-level, third parties, end users and internal teams
  • Chairing and leading program boards (PI), release and CAB boards, production rollout go/no-go and retrospectives
  • SPOC DevOps for service quality and cross-tribe coordination using GitHub, DevOps tools, Jira, Remedy, Tosca, Octopus, Grafana
  • Accountable for staging, pre-production and production environments, bugfix and hotfix management, quality and test management
  • Process owner for IT service management with ITIL best-practice implementation, SLA and KPI reporting
Oct 2019 - Dec 2022
3 years 3 months
Vienna, Austria

Principal Technical Account Manager

Playtech PLC

  • Strategic and supportive partner for EMEA Tier1 customers ensuring their success
  • Accountable for end-to-end technical delivery and product stability to customers
  • Controlling SDLC and application lifecycle supporting agile product and cross-functional teams
  • Customer success management, change and release management, problem management, product configurations, CMDB
  • Service integration and management (SIAM) overseeing cross-functional teams, third parties and vendors with SLA, SLO and KPI reporting
  • Estimation and delivery of feature requests, software revision control and change tracking
  • Chairing Steerco and service reviews, PI prioritization, TAB and Kanban board facilitation
  • Configuration management including software version control, comparison and validation
  • Test and transition (T&T) program management for cloud adoption, digital transformation, product onboarding and new offerings
  • SPOC service operations management, escalation management for P1/P2, RCA and problem management, CSI
  • Pre- and after-sales support, contract management, cost and finance management, invoicing
Jul 2018 - Sep 2019
1 year 3 months
Graz, Austria

Business Project Manager

AVL List GmbH

  • Led internal business and large-scale programs and projects via IPMA methodology covering infrastructure, software development, test and trial, system integration, and network and security concept implementation
  • Defined key project deliverables, scope, milestones and developed project plan and statement of work
  • Drove program and project progress with internal Scrum teams
  • Delivered project scope, plan, budget, risk management and reporting through successful completion
  • Managed and mentored cross-functional agile and operational teams and stakeholders
  • Created solution proposals, business cases and technical documentation
  • Managed project change, transition and transformation, regulatory change management and product/feature implementation
Feb 2016 - Aug 2018
2 years 7 months
Sofia, Bulgaria

ITSM Program Manager EMEA

DXC Technology

  • Led large scale transition and transformation programs through PMI framework
  • Integrated ITIL processes and tools, adopting new services for Tier1 EMEA business customers
  • Managed people including project managers, process SMEs, test strategy team, architects and resourcing
  • Managed cloud adoption initiatives and migrations as part of digital transformation strategy (Helion managed cloud, AWS, Azure, VPC & hybrid cloud, ServiceNow, HPSM)
  • Negotiated and defined requirements, design and delivery of CMO, TMO and FMO solutions
  • Managed program and project scope, planning, resourcing, cost estimation, risk management and reporting
  • Developed service strategy and process design, statement of work implementation, handover to delivery and monitoring
  • Handled pre-and after-sales, project change management, invoicing, delivery handover and monitoring
Jun 2014 - Dec 2015
1 year 7 months
Sofia, Bulgaria

IT Service Manager

TheTaxBackGroup

  • Tailored ITSM framework and implemented best practices as process owner
  • Managed service delivery including KPI monitoring, SLA and SLO definition and management
  • Led people management and performance measurement for 20 direct reports including GSD team, process leads and second level support
  • Owned service portfolio management for infrastructure, CRM, SAP FI, ITSM toolset and web applications
  • Managed stakeholder communication with C-level and vendors, served as SPOC for escalation management
  • Designed and implemented ITSM processes including change and release management, high severity incident management, major incident management and CSI
Jun 2012 - Jun 2014
2 years 1 month
Sofia, Bulgaria

IT Critical (Major) Incident Manager

Hewlett-Packard

  • Served as SPOC for major incident management (Priority 1 and 2) for top 50 customers in EMEA with 24/7 shift coverage and on-call support
  • Acted as production environment manager, downtime contact and change approver
  • Performed reactive and proactive problem management including RCA, KEDB and PRBM reporting
  • Managed technical resources, vendors and third party relationships
  • Conducted war-room management, TAB sessions, post-incident/problem reviews and emergency change management
  • Communicated with C-level stakeholders and managed shift operations
  • Led ITSM onboarding, CSI initiatives, KPI definition and SLA/SLO setup
  • Managed crisis situation by driving execution of disaster recovery and business continuity plans and communication
Oct 2010 - May 2012
1 year 8 months
Sofia, Bulgaria

IT Change and Release Manager

Hewlett-Packard

  • Managed end-to-end change and release management processes for top EMEA customers
  • Acted as process owner and subject matter expert for internal and external participants
  • Chaired AST, CAB, TAB, ECAB and FAB meetings, release go/no-go decisions and deployment lifecycles for minor and major releases to UAT and production
  • Managed release candidates and version control validation, connectivity tracking, QA testing and deployment cycles
  • Integrated and mentored change and release management processes based on ITIL best practices
  • Defined and monitored CMDB, approved new CI integrations and built release and change catalogues
Dec 2007 - Sep 2010
2 years 10 months
Sofia, Bulgaria

Customer Relations Specialist – UK & Ireland

Hewlett-Packard

  • Managed customer relationships for small and medium business products including printers and laptops
  • Ensured quality control and stakeholder negotiations between global support divisions, product line managers, retailers, wholesalers and third party support teams
  • Handled complaint and escalation management, customer surveys and quality assurance
  • Managed GSD support, product lifecycle and CRM analysis along with continuous service improvement initiatives
Jan 2004 - Aug 2007
3 years 8 months
Sofia, Bulgaria

Account Sales Manager

Travelstoremaker

  • Managed accounts and sales for travel industry customers (IATA)
  • Conducted online presentations, consultancy and deal negotiations for Internet booking engine
  • Managed existing accounts including invoicing, feature estimation and partner implementations
  • Liaised between internal technology, product teams and stakeholders
  • Initiated new projects and development initiatives
  • Managed partner relationships and fulfillment website operations

Summary

I am an open-minded individual with a proven track record delivering consultancy services to small & medium size and as well Enterprise businesses.

I have excellent communication skills and the ability to relate to a wide range of people. I possess a clear, logical mind with a practical approach to problem solving and a drive to see things through to completion.

With my strong people management, IT Service Management, organizational and as well interpersonal skills, I enjoy working with others to achieve certain objectives on time with excellence!

I am a resourceful project leader, with a sound and optimistic outlook on all things in life.

Languages

Bulgarian
Native
English
Advanced
German
Intermediate

Education

University of National and World Economy

Economics and Marketing · Bulgaria

High School of Economics

Banks and Banking · Bulgaria

University of National and World Economy

Holding Economy & Management · Bulgaria

Certifications & licenses

Agile Certified Professional

Naggaro

Driving Licence: B

ITIL Foundation

EXIN

ITIL Intermediate - Service Operations

EXIN

Kepner & Tregoe Problem Solving And Decision Making

Service Centrix

NATO Cosmic Top Secret Security Clearance

NSA

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