Recommended expert
Plamen Mirchev
Head of Service & Operations Management
Experience
May 2024 - Dec 2025
1 year 8 monthsAustria
Head of Service & Operations Management
Raiffeisen Bank International
- Shaping service management framework as part of head office of RBI
- Service owner overseeing IT cloud services, accountable for overall quality, lifecycle, and success
- Managing customer relationships and satisfaction for 10 business units ensuring smooth business continuity and operations
- Single point of contact and service/process owner providing T-shaped expertise in IT domains, cloud platforms and services (AWS, Azure, Kubernetes, Salesforce, ServiceNow, Jira, Orca, CRM, GitHub, SFMC)
- ITSM/ITIL implementation and mentoring including design, definition, mapping, and execution
- Change and release management, UAT/test assurance, major incident management, SDLC management
- Managing regulatory and audit requirements, DORA, GDPR, ITPF compliance and reporting
- Acting as a point of escalation for complex customer issues, resolving conflicts, fostering a customer-centric culture
- People management: leading and managing service delivery teams, DevOps, vendors, and third-party teams
- Cross-tribe service delivery and contract management: KPIs, SLAs, OLAs, RPO, RTO, BCM/SCM management
- Agile/Scrum process delivery governance, stakeholder communication, and budget/cost management
Jan 2023 - Apr 2024
1 year 4 monthsAustria
Global Release & IT Coordination Engineer
Admiral Technology
- Governed major, minor, and emergency releases of SDLC via CI/CD pipeline
- Planned, prioritized, and ensured traceability of application lifecycle management
- Performed quality control of software versions and components at all stages of continuous delivery and deployment
- Evaluated and classified releases, streamlined processes to increase efficiency and reliability
- Communicated with stakeholders including C-level executives, third parties, end users, and internal teams
- Chaired and led PI planning, release and CAB boards, production rollout go/no-go, and release retrospective meetings
- Acted as DevOps SPOC for service quality and cross-tribe coordination using Slack, GitHub, DevOps tools, Jira, Tosca, Octopus, Grafana
- Accountable for staging, pre-prod, and prod environments, bugfix/hotfix management, quality and test management
- Designed, built, and deployed software releases, created and delivered release documentation
- Collaborated with development, quality assurance, and operations teams to align release schedules
- Automated and optimized release processes and workflows including version control, configuration management, CI/CD
- Owned IT service management processes, implemented ITIL best practices, and reported on SLAs and KPIs
- Managed service deployment lifecycle and hotfix resolution
Oct 2019 - Dec 2022
3 years 3 monthsAustria
Technical Account Delivery Manager
PlayTech PLC
- Acted as strategic and supportive partner for EMEA Tier 1 customers ensuring their success
- Served as primary liaison between global accounts and the company focusing on long-term relationships
- Accountable for end-to-end technical delivery, product stability, and customer satisfaction
- Controlled SDLC and application lifecycle aligning technology solutions with business strategy
- Managed customer success, change and release processes, root cause analysis, problem management, and service desk operations
- Oversaw product configuration management and service integration across cross-functional teams, third parties, and vendors
- Estimated and delivered feature requests, managed software revision control and change tracking
- Chaired steering committee and service review meetings, PI planning, TAB, Kanban board, and daily service delivery
- Led T&T programs including cloud adoption, digital transformation, product onboarding, and new offerings
- Served as SPOC for service operations management (SLA, SLO, KPI), escalation management, pre/post sales, contract management, product presentation, cost and finance management, invoicing
Jul 2018 - Sep 2019
1 year 3 monthsAustria
Business Project Manager
AVL List GmbH
- Led internal business and large-scale programs and projects via IPMA methodology including infrastructure, software development, T&T, system integration, and network and security implementations
- Defined key project deliverables, scope, milestones, and developed project plans and statements of work
- Drove program and project progress with internal Scrum teams
- Delivered project scope, plans, budgets, 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
- Oversaw project change management, transition and transformation, product/feature implementation, and regulatory change management
Feb 2016 - Aug 2018
2 years 7 monthsBulgaria
ITSM Program Manager EMEA
DXC Technology
- Led large-scale transition and transformation programs through PMI framework
- Integrated ITIL processes and tools, and implemented new service adoption for Tier 1 EMEA business customers
- Managed people including project managers, process SMEs, test strategy teams, architecture, and resourcing
- Oversaw cloud adoption initiatives and migrations as part of digital transformation strategy (Helion managed cloud, AWS, Azure, VPC, hybrid cloud offerings, ServiceNow, HPSM)
- Negotiated and defined requirements, and delivered CMO, TMO, and FMO solutions
- Managed program and project scope, planning, resourcing, cost estimation, risk management, and reporting
- Designed service strategy and processes, drafted SOWs, and handled handover to delivery and monitoring
- Handled pre- and post-sales activities, project change management, invoicing, delivery handover, and monitoring
Jun 2014 - Dec 2015
1 year 7 monthsBulgaria
IT Service Manager
TheTaxBackGroup
- Oversaw global operations and ensured customer satisfaction for business units through managed services
- Tailored ITSM framework and implemented ITIL best practices for 10 business units as process owner
- Managed people and performance measurement for 20 direct reports including GSD team, process leads, and second-level support
- Owned service and service portfolio including infrastructure, CRM, SAP FI, ITSM toolset, and web apps
- Developed and implemented service standards and support procedures for performance monitoring and improvement
- Managed stakeholder communications with C-level executives, vendors, and escalations
- Conducted KPI monitoring and reporting, audits, and identified areas for improvement
- Managed service department budget ensuring financial health and profitability of operations
- Developed process design and service strategy, set department goals, and service improvement plans
- Handled high-severity incident management, change management, problem management, and SLA/SLO definition
Jun 2012 - Jun 2014
2 years 1 monthBulgaria
Crisis & Major Incident Manager
Hewlett-Packard
- Operated in a mission control center providing service delivery to top 50 EMEA customers with 24/7, 365 days coverage
- Served as single point of contact for critical incident management (Priority 1 and 2) including war-room and RTOP management
- Managed account delivery as production environment manager and change authorizer
- Performed reactive and proactive problem management including RCA, KEDB, and problem initiation
- Managed technical resources, vendors, third-party management, and ITSM process teams
- Communicated with C-level stakeholders, HP leadership, and internal delivery teams
- Onboarded new customers including process definition, mapping, implementation, and service delivery adoption
- Drove CSI initiatives, defined KPIs, negotiated SLA/SLO, and managed resources
- Executed crisis management including disaster recovery and business continuity plans
Oct 2010 - May 2012
1 year 8 monthsBulgaria
IT Change and Release Manager
Hewlett-Packard
- Managed end-to-end change and release processes for top EMEA customers
- Acted as process owner and subject matter expert for internal and external participants
- Chaired AST/CAB/TAB/ECAB/FAB meetings, release go/no-go decisions, and deployment lifecycles
- Managed release candidates, version control validation, connectivity, and QA testing/verification
- Integrated and mentored change and release management processes for Tier 1 customers
- Defined and monitored CMDB, approved new CI integrations, and built release and change catalogues
- Assessed, authorized, implemented changes, and managed communication and reporting
Dec 2007 - Sep 2010
2 years 10 monthsBulgaria
Customer Relations Specialist – UK & Ireland
Hewlett-Packard
- Managed customer relationships for small and medium business products including printers and laptops
- Controlled quality and negotiated with stakeholders across global support divisions, product line managers, and external partners (retailers, wholesalers, third-party support)
- Handled complaint management, escalations, customer surveys, and quality assurance
- Managed GSD support and product lifecycle
- Conducted CRM analysis and continuous service improvement
Jan 2004 - Aug 2007
3 years 8 monthsBulgaria
Account Sales Manager
Travelstoremaker
- Managed accounts and sales for travel industry customers (IATA)
- Conducted internet booking engine presentations, consultancy, and deal negotiations
- Managed existing accounts including invoicing, feature estimation, and partner implementations
- Acted as liaison between internal tech, product teams, and stakeholders
- Initiated new project indentations 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.
Within my 20+ years of experience, I successfully completed projects for various clients across a variety of industries and products.
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.
Skills
- Itil
- People Management
- Service Management
- Itsm
- Pmi
- Program/project Management
- Ipma
- Devops
- Scrum
- Agile
- Ci/cd Pipeline Management
- Sla/slo Definition
- Kpi Management
- Crisis Management
- Quality Management
- Escalation Management
- Business Analysis
- Problem Management
- Communication Management
- Mentoring
- Service Delivery
- Project Planning
- It Consulting
- Grafana Monitoring
- Infrastructure Management
- Itil Implementation
- Csi
- Service Desk Management
- Change And Release Management
- Major Incident Reporting
- Rca
- Cmdb
- Change Assessment
- Sdlc
- Kanban
- Waterfall Development
Languages
Bulgarian
NativeEnglish
AdvancedGerman
IntermediateEducation
Oct 2001 - Jun 2003
University of National and World Economy
Master · Economics and Marketing · Sofia, Bulgaria
Oct 1997 - Jun 2001
University of National and World Economy
Bachelor · Holding Economy & Management · Sofia, Bulgaria
Oct 1993 - Jun 1997
High School of Economics
High School of Economics · Banks and Banking · Bulgaria
Certifications & licenses
Agile Certified Professional
Naggaro
Driving Licence: B
EU Secret (EUS) Clearance
NSA
ITIL Foundation
EXCIN
ITIL Intermediate - Service Operations
EXCIN
Kepner & Tregoe Problem Solving And Decision Making
Service Centrix
NATO Cosmic Top Secret Security Clearance
NSA
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