Radosveta D.
Process Manager for Process Improvement and Transition to ITIL 4
Experience
Process Manager for Process Improvement and Transition to ITIL 4
Sächsische Aufbaubank
Assisted with improving and migrating the existing process descriptions for service catalog management, IT service continuity management, service asset and configuration management, service level management, capacity management, and change management processes of IT service management into the TopEase tool, considering ITIL 4. Developed the concept for the Application Management process.
- Assisted in migrating existing IT service management process descriptions into the TopEase tool, considering ITIL 4
- Helped analyze and evaluate existing process documentation to identify and implement improvement opportunities
- Created and improved process documentation and dependencies on other processes
- Consolidated the (sub-)processes described in various technical manuals into a single process, considering stakeholder requirements
- Developed the Application Management concept and introduced the process
Applied technologies and methods:
- ITIL v3
- ITIL 4
- SharePoint
- Atlassian Confluence
- Draw.io
- BPMN
- TopEase
ITIL process designer, project manager, Scrum Master and Agile Coach
Röhm GmbH
As an ITIL and Agile consultant, I led the implementation and optimization of IT service management processes within ServiceNow, drove continuous improvement, and enabled a more agile approach. This included serving as Scrum Master for two teams, promoting Scrum adoption across the company, and providing agile coaching to boost team performance.
- Defined the current state and developed a concept to improve ITIL processes in ServiceNow
- Created a concept for governance and responsibilities/roles in ITSM
- Developed process documentation (Scrum and ITIL)
- Conducted trainings and webinars on Scrum and ITIL practices
- Agile coaching
- Established Scrum practices and reporting
- Served as Scrum Master for 2 teams and managed Scrum-related activities in ServiceNow
- Introduced Scrum to additional teams
- Organized and facilitated Scrum events: daily stand-ups, retrospectives, sprint planning, and grooming sessions
- Developed and implemented test management
- Project management and stakeholder management
Applied technologies and methods:
- ITIL
- Scrum
- ServiceNow
- Agile coaching
- Microsoft Teams
- SharePoint
Project Manager for ITIL Process Implementation
FlatexDeGiro
Project manager for developing the concept and implementing service catalog management and service request management processes. Supported audit preparation and compliance with regulatory requirements, and participated in the creation of the IT service enterprise architecture.
- Assessed the current state and developed a concept for two ITIL processes: service catalog and service request management
- Defined roles and responsibilities
- Created process documentation in Confluence using draw.io, PowerPoint, and Excel
- Selected tools and implemented the two processes in the chosen tool – Jira Service Management
- Defined dependencies on other processes
- Participated in introducing SLAs/KPIs and negotiating with service providers
- Stakeholder management
- Project management activities
- Actively contributed to audit preparation with suggestions and possible improvements
- Collaborated with the IT service enterprise architecture team
- Communicated and coordinated efforts
- Worked with knowledge management to create training and documentation for the new processes
Applied technologies and methods:
- ITIL
- Atlassian Jira Software
- Atlassian Jira Service Management
- Atlassian Confluence
- Draw.io
- BPMN
- Cisco Webex
- PRINCE2
- TOGAF
Scrum Master
DB Cargo
Served as Scrum Master for four teams, improved processes and tools, facilitated Scrum events, and provided agile coaching.
- Delivered services according to the client's agreed standards and guidelines (framework agreement, process model, and other requirements)
- Ensured the implementation of Scrum rules and adherence to the Scrum process
- Ensured the teams delivered software in the required quality, meeting all standards
- Ensured Scrum rules were followed within the project team
- Ensured compliance with agreed agile processes and definitions
- Maintained the team's discipline needed for agile project execution
- Tracked all impediments during the project in the impediment backlog (e.g., communication issues, personal conflicts, external disruptions during sprints)
- Removed impediments
- Facilitated meetings in agile projects (e.g., sprint planning, retrospective)
- Acted as mediator and supporter (facilitator)
- Ensured the flow of information between the Product Owner and the project team
- Checked the actual status of Scrum artifacts (product backlog, sprint backlog, burndown charts) and tracked the "Definition of Done" for all development team deliverables
- Reported on the status of all sprint-related metrics
- Determined and tracked team capacity and velocity for sprint planning
- Prepared trainings and webinars related to Scrum implementation
- Created Scrum documentation in SharePoint and Confluence
Applied technologies and methods:
- Scrum
- Agile coaching
- Atlassian Jira Software
- Atlassian Confluence
- SharePoint
- Microsoft Teams
- Structure - Project Management on Scale
Atlassian Expert - Atlassian Xray Test Management PoC
NDLB
Supported the design of a PoC for implementing Xray based on customer requirements and existing infrastructure, considering the fields, workflows, and add-ons already in the Jira instance.
- Supported the requirements and test management teams with JIRA/Xray Test Management for Jira standards questions
- Reviewed and evaluated current test procedures and documentation
- Assisted in drafting the implementation roadmap
- Advised on the current situation
- Supported the preparation of the PoC concept
- Proposed implementation approaches
Applied technologies and methods:
- Scrum
- Xray Test Management for Jira
- Atlassian Jira Software
- Atlassian Confluence
- Microsoft Teams
ITIL Expert - ITIL 4 Implementation and Process Improvement
LBBW
Assisted in creating a better understanding of what ITIL 4 is as a framework and the opportunities it offers. Implemented ITIL 4 practices, principles, and dimensions based on the bank's specifics, regulatory requirements, and adapting the practices to the bank's needs.
- Align IT process map and processes to ITIL4
- Conduct inventory and gap analysis
- Prioritize actions based on risk
- Execute gradual transformation considering regulatory requirements and the management of outsourcing partners
Process monitoring:
- Define effective (ICS) controls and KPIs, monitor processes
- Reporting, tracking, and escalation of control results
- Establish controls as measures of quality and risk
Quality management:
- Enable IT governance based on ambition levels and quality/risk
- Provide steering input through a KPI dashboard (forward-looking = "looking ahead")
- Set up, introduce, establish, and maintain continuous improvement
Applied technologies and methods:
- ITILv3
- ITIL4
- Workshops
- Cisco Webex
Project Manager - Jira Implementation and Workflow Optimization
Marcom Engine
Provided consulting and support as a project manager and Atlassian Jira expert for planning and implementing projects and processes, workflows, reporting, forms, and other add-ons in Jira, as well as coordinating onboarding processes and training.
- Central coordination and project management
- Design and development of an end-to-end workflow in Jira
- Implement policies, standards, and processes
- Continuous monitoring and optimization of workflows and decision processes between central and local activities
- Documentation in Confluence
- Close cooperation with the central PMO and other central units
- Onboarding and training related to Jira and the new processes
Applied technologies and methods:
- Atlassian Jira Software
- Scrum
- Confluence
- Automation for Jira
- Issue templates for Jira
- ProForma: Forms & Checklist for Jira
- Advanced roadmaps for Jira
Project Manager and ITIL Expert - Process Manager Onboarding
Olympus
Supported the onboarding of process managers for Incident Management, Major Incident Management, Knowledge Management, and Request Fulfillment. Prepared managers for their new roles through workshops and ITIL training, and created a register for continuous improvements.
- Guided and created onboarding processes and related documentation
- Workshops and training sessions
- Involved relevant departments and roles, organized meetings and coordinated responsibilities
- Built a knowledge base and communication channels
- Dashboards and reporting
Applied technologies and methods:
- ServiceNow
- ITIL
- Microsoft Teams
Project Manager - SAFe Implementation and Atlassian Configuration
Volkswagen
Assisted with implementing SAFe concepts in Jira and Confluence, including configuration and setup for SAFe, and created permission schemes. Designed and implemented consulting service frameworks and handled requirements management.
- Project management and coordination for SAFe implementation in Jira
- Collected requirements and created proofs of concept in Jira and Confluence
- Designed and configured systems - Jira and Confluence for SAFe
- Developed and applied permission schemes and consulting service concepts
- Advised on selecting a SAFe tool
- Dashboards and reporting
Applied technologies and methods:
- Atlassian Jira Software (Datacenter)
- Atlassian Jira Service Management
- Atlassian Confluence
- Microsoft Teams
- Structure - Project Management on Scale
- Advanced roadmaps for Jira (exPortfolio)
- EazyBI
- SAFe
- Agile coaching
Atlassian Expert - SAFe Support and Jira Upgrade
Thales
Supported SAFe activities after go-live and assisted with upgrading Jira, focusing on the BigPicture add-on and other relevant add-ons.
- Scrum Master for the SAFe implementation team
- Additional support and upgrade of the BigPicture, Advanced Roadmaps, Automation, Rich Filters, and Xray add-ons
- Provided further technical and functional consulting for Jira and add-on selection
- Upgrade documentation and preparation
Applied technologies and methods:
- Atlassian Jira
- BigPicture
- Advanced roadmaps
- SAFe
- Scrum
- iObeya
- Confluence Rich Filters
- Automation for Jira
- Xray for Test Management
Project Manager for Jira and BigPicture Prototype for Backlog Visualization
Sanofi
Created a prototype to showcase best practices and implement them for visualizing and managing backlogs in Jira Cloud and BigPicture.
- Introduction to the options for backlogs and boards in Jira Software (Cloud) and next-gen projects
- Demonstration of BigPicture features for backlog visualization and management
- Implementation of backlog boards with appropriate filters and features
- Implementation in BigPicture – Gantt Chart, Program Backlog, Program Board
Applied technologies and methods:
- Atlassian Jira Cloud
- BigPicture
- Automation for Jira
- Trello
- Scrum
Project Lead Prototype – Implementation of Jira SD and ITIL Processes
EOS
Prototype implementation of Jira SD to support ITIL processes – Incident, Change, Service Request.
- Led project for rolling out Jira SD and ITIL processes – Incident, Change, Service Request
- Planning, communication, and project execution
- Supported service process owners (both on processes and tools)
- Captured and documented the relevant processes (according to ITIL)
Applied technologies and methods:
- Atlassian Jira SD (now Atlassian Jira Service Management)
- Atlassian Jira Software
- Automation for Jira
- ScriptRunner
- EazyBI
- Canned Responses Pro Templates for Jira
- Extension for Jira
- Queues for Jira
- Refined for Jira
- PRINCE2
Scrum Master for SAFe Implementation and Jira-based Multi-Project Control
Thales
Advised on SAFe implementation from technical, tools, and process perspectives. Created and implemented a concept for a technical solution based on Jira and additional add-ons to meet customer needs for SAFe implementation.
- Scrum Master for the SAFe implementation team
- Introduced SAFe-compliant, standardized multi-project control using Jira BigPicture
- Provided functional and technical guidance on Jira and add-on selection
- Developed training and materials for Jira, Scrum, & SAFe
- Supported portfolio management
- Implemented Scrumban
Applied technologies and methods:
- Atlassian Jira
- BigPicture
- Advanced roadmaps
- Agile coaching
- SAFe
- Scrum
- Scrumban
- Xray for Test Management
- iObeya
- Automation for Jira, ScriptRunner
- Bitbucket
- Rich Filters
- Epic Cloner for Jira
- Outlook for Jira
- Checklist for Jira
Project Lead for Jira Service Desk and ITIL Implementation
DB Regio Bus
Supported ITIL process implementation using the ITSM tool Jira SD (Incident, Change, SACM, Problem, Knowledge, Supplier Management, SLM, Request Fulfillment, Service Portfolio Management, Release).
- Modeled ITIL processes in Unified Modeling Language (UML) and Business Process Model and Notation (BPMN)
- Developed a concept for introducing Jira in the helpdesk
- Set up ITIL processes in Jira; advised and implemented processes for request management and helpdesk; documented processes and work instructions
- Built the CMS and CMDB
- Customized Jira
- Defined standardized KPI reports in Jira and created a dashboard
- Managed the Jira platform vendor; gathered IT requirements and passed them to the service provider
- Conducted Jira and ITIL training for IT staff and business units
- Set up Confluence as a knowledge base and collaboration tool
- Prepared and led workshops on ITIL processes and Jira
Applied technologies and methods:
- Atlassian Jira SD (now Atlassian Jira Service Management)
- Atlassian Confluence
- EazyBI
- Insight
- BigPicture
- Automation for Jira
- Canned Responses Pro Templates for Jira
- Refined for Jira
- Extension for Jira
- BPMN
- UML
- ITIL
- PRINCE2
Project Manager for Implementation of New Business Processes
Skytron Energy
Defined and implemented two new business processes: a delivery process spanning multiple departments and a service partner process to integrate external vendors.
- Introduced Jira Service Desk and Confluence
- Designed and implemented processes in Jira in close coordination with the involved departments
- Implemented improvements in the support process
- Provided regular progress reports to department heads
Applied technologies and methods:
- ITIL
- Scrum
- Atlassian Jira SD (now Atlassian Jira Service Management)
- Atlassian Confluence
Scrum Master for ETL Migration and Data Governance Implementation
Wüstenrot
Migration of the ETL processes for Wüstenrot's shared data warehouse, implemented in IBM DB2/SQW, to IBM Information Server / DataStage. The goal was not only to move to a new, more powerful ETL platform but also to establish data lineage in the IBM Information Server Governance Catalog in line with banking regulations, including BCBS239. The migration included over 350 control flows with more than 2,500 steps that called SQL queries and shell scripts. The team was made up of 8 people (client project manager / team lead, 2 testers, 4 developers, 1 consultant).
- Lead project manager / Scrum Master for end-to-end delivery of the solution and communication with all stakeholders
- Coordinating the team's daily work as Scrum Master and point of contact for the client
- Preparing project documentation, including meeting minutes, client presentations, and handover documents
- Budget control and reporting
Technologies and methods used:
- Atlassian Jira
- Scrum
- Agile coaching
- Google Data Studio / Sheets
- Asana
Project Manager ITSM Design, Implementation and Optimization
Hosting Company
Improvement of existing change management, incident management, and problem management processes based on ITIL best practices and customer feedback. Creating ITIL and ISO/IEC 27001 compliant process documentation. Designing and implementing governance and knowledge management. Setting up the intranet for corporate use. Creating and maintaining internal documentation according to ISO/IEC 27001; developing processes for employee onboarding and offboarding.
Design:
- Creating the initial design proposal
- Final design documentation
- Obtaining design approval from all stakeholders
Implementation:
- Content management
- Asset management
- Reviewing and updating existing process documentation
- Creating new documents
- Serving as escalation point for all project-related issues
- Holding weekly meetings and preparing status reports
- Responsible for all project-related documentation
Optimization:
- Change management - updated process, RFC template, introduction of maintenance windows, and preparation of related documentation
- Incident management - post-incident review update and introduction of critical incident management and policy for regular customer notifications on the progress of incident resolution; SLA update
- Problem management - establishing proactive problem management and related documentation
- Supporting the organization in defining and refining roles
Technologies and methods used:
- Zoho Manage Engine
- ITIL
- PRINCE2
Project Manager for DaaS and VCloud Services Implementation
Hosting Company
The project aimed to build a separate infrastructure for DaaS and introduce VCloud services. My responsibilities included setting up processes for onboarding new clients and ongoing maintenance.
- Leading and creating the onboarding processes and supporting documentation
- Actively contributing to the design documentation
- Coordinating design approval among stakeholders
- General project management activities
- Serving as escalation point for all project-related issues
- Holding weekly meetings and preparing status reports
- Responsible for all project-related documents
Technologies and methods used:
- ITIL
- VMware
- PRINCE2
ITIL Expert for Process Integration and ServiceNow Implementation
Paysafe
The project aimed to implement a shared understanding of change management, incident management, and service asset and configuration management processes across all business units, introduce ServiceNow as the company's official service management tool, and integrate existing know-how on processes and tools from Jira and Manage Engine.
Design:
- Conducting workshops to gather and clarify requirements
- Aligning documentation of existing processes and practices
- Advising on process implementation and improvement; presenting possible best practice approaches
Implementation:
- Reviewing, updating, and creating new documentation related to change and incident management processes
- Weekly updates and meetings with stakeholders
- Training sessions and an overview of processes and tools for company staff
- Point of contact and support for questions, suggestions, recommendations
- Defining and implementing roles
Technologies and methods used:
- ServiceNow
- Atlassian Jira Software
- Zoho Manage Engine
- ITIL
- PRINCE2
Project Manager for Developer Onboarding Optimization
Paysafe
The project aimed to streamline company-wide onboarding processes for development teams in Sofia, Montreal, and Calgary, including required training and access to shared platforms and tools. The project scope also included defining responsibilities and roles.
Design:
- Conducting workshops to gather and clarify requirements
- Creating and approving documentation with stakeholders
- Creating a user management process
Implementation:
- Managing development of the approved design
- Serving as escalation point for all project-related issues
- Holding weekly meetings and preparing status reports
- Responsible for all project-related documentation
Technologies and methods used:
- ServiceNow
- Atlassian Jira
- Confluence
- Bamboo
- Bitbucket
- ITIL
- PRINCE2
Program Manager for Continuous Service Delivery and Improvement
Danske Bank
The goal of the project was stable delivery, early and proactive detection of showstoppers, gaps and opportunities for continuous improvement of all implemented ITIL processes in the account (SLM, CHGM, CAPM, AVM, INCM, PRBM, CM), and improved communication, collaboration and alignment between delivery, processes and account business management.
- Delivery of improvement and solution plans
- Development of the entire process and solution design
- Escalation point for all solution and project scope related questions
- Evaluation of existing account processes and account business management
- Development of a new communication structure and proposals for better collaboration
- Creation of process documentation
- General project management activities
- Escalation point for all project-related questions
- Organization of weekly meetings and preparation of status reports
- Responsibility for all project-related documentation
Applied technologies and methods:
- HP Service Manager (SM9)
- ITIL
- PRINCE2
Summary
- ITIL 4 & VeriSM implementation (ITSM service management standardization) in various organizations
- Agile project management and coaching (Scrum, Kanban, SAFe, Scrumban)
- Atlassian & ServiceNow expertise: JIRA, Confluence, JIRA Service Management, BigPicture, EazyBI (implementation of agile frameworks)
- Interface management and vendor management
- DevOps & continuous integration (CI)
- Industry experience: BPO, IT, logistics, banking, fintech, automotive, pharmaceutical
Languages
Education
Sofia University "St. Kliment Ohridski"
Master · Hungarian regional studies and translation · Sofia, Bulgaria
Sofia University "St. Kliment Ohridski"
Bachelor · Hungarology · Sofia, Bulgaria
Foreign Language High School
Shumen, Bulgaria
Certifications & licenses
AI Unlocked
Peoplecert
Managing Value Streams & Customer Experiences
Peoplecert
Mastering Project Delivery
Peoplecert
Mastering Project Priorities
Peoplecert
PRINCE2 Agile Expert VERSION2
PRINCE2 Agile Foundation Beta Testing
PRINCE2 Agile Foundation Certificate VERSION2
PRINCE2 Agile Practitioner Beta Testing
PRINCE2 Agile Practitioner Certificate VERSION2
PRINCE2 Foundation
PRINCE2 Practitioner
SAFe skill - Creating effective roadmaps
SAFe skill - Cultivating High-Performing Teams
SAFe skill - Developing Product Strategy and Vision
SAFe skill - Developing the Portfolio Strategy
SAFe skill - Organizing the Portfolio Around Value
SAFe skill - Writing Effective Features in SAFe®
SAFe skill - Writing Effective OKRs in SAFe®
SAFe skill- Introduction to Lean Portfolio Management
SAFe skill- Operating a SAFe Portfolio
AI in ITSM ITIL Masterclass
Generative AI Overview for Project Managers
ITIL 4 Leader: Digital & IT Strategy
ITIL 4 Master
ITIL 4 Specialist Monitor, Support and Fulfil
ITIL 4 Strategic Leader
ITIL4 Practice Manager
Lego serious play certified facilitator
SAFe skill - Design Thinking Fundamentals
SAFe skill - Understanding and Improving Flow
Certified Agile HR Enabler
AHRA
Certified SAFe® 6 Agilist
Certified SAFe® 6 Practice Consultant
ICAgile Certified Professional Coaching Agile Transformations -ICP-CAT
ICAgile Certified Professional Enterprise Agile Coaching – ICP-ENT
ICAgile Certified Professional Agile Coaching - ICP-ACC
ICAgile Certified Professional Agile Team Facilitation - ICP-ATF
Miro Collaborative meetings
Miro Essentials
Professional Scrum Master II (PSM II)
Professional Scrum Product Owner I (PSPO I)
SAFe® Remote Trainer
Certified SAFe® 5 Agilist
ITIL 4 Managing Professional (MP)
ITIL 4 Managing Professional Transition
SPC - Certified SAFe® 5 Program Consultant
Certified SAFe® 4 Agilist
ITIL V3 Expert
ITIL V3 Intermediate Continual service improvement
ITIL V3 Intermediate Design
ITIL V3 Intermediate Strategy
ITIL V3 Managing across the lifecycle
ITIL V3 Intermediate Operation
ITIL V3 Intermediate Transition
ITIL V3 Foundation
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