Radosveta Delcheva
Process Manager – Process Improvement and Transition to ITIL 4
Process Manager – Process Improvement and Transition to ITIL 4
Sächsische Aufbaubank
Supported improving and migrating existing process descriptions for Service Catalog Management, IT Service Continuity Management, Service Asset and Configuration Management, Service Level Management, Capacity Management and Change Management into the TopEase tool following ITIL 4. Developed the concept for the Application Management process.
- Migrated existing ITSM process descriptions into TopEase aligned with ITIL 4
- Analyzed and evaluated current process documentation to identify and apply improvements
- Created and refined process documentation and dependencies
- Consolidated partial processes from different technical manuals into a single process based on stakeholder needs
- Developed the Application Management concept and rolled out the process
Technologies & 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 ITSM processes in ServiceNow, drove continuous improvement, and enabled a more agile approach. I also acted as Scrum Master for two teams, promoted Scrum across the company, and provided Agile coaching to boost team performance.
- Mapped current state and designed improvements for ITIL processes in ServiceNow
- Defined governance, responsibilities and roles in ITSM
- Created process documentation for Scrum and ITIL
- Delivered training and webinars on Scrum and ITIL practices
- Provided agile coaching
- Established Scrum practices and reporting
- Served as Scrum Master for two teams and set up related activities in ServiceNow
- Rolled out Scrum to additional teams
- Organized and ran Scrum events (Daily, Stand-ups, Retrospectives, Sprint Planning, Grooming)
- Developed and implemented test management
- Managed project and stakeholders
Technologies & methods: ITIL, Scrum, ServiceNow, Agile coaching, Microsoft Teams, SharePoint
Project Manager – Implementation of ITIL Processes
FlatexDeGiro
Managed the concept development and implementation of Service Catalog Management and Service Request Management processes. Assisted audit preparation and regulatory compliance, and contributed to the IT Service Enterprise Architecture.
- Assessed current state and designed two ITIL processes (Service Catalog and Service Request Management)
- Defined roles and responsibilities
- Documented processes in Confluence using Draw.io, PowerPoint and Excel
- Selected and implemented tool (Jira Service Management) for both processes
- Defined dependencies with other processes
- Participated in setting SLAs/KPIs and negotiated with service providers
- Stakeholder management and project activities
- Actively supported audit prep with suggestions for improvements
- Collaborated with IT Service Enterprise Architecture team
- Coordinated efforts and communicated progress
- Worked with Knowledge Management to create training and documentation
Technologies & methods: ITIL, Atlassian Jira Software, Jira Service Management, Confluence, Draw.io, BPMN, Cisco Webex, PRINCE2, TOGAF
Scrum Master
DB Cargo
Served as Scrum Master for four teams, improved processes and tools, ran Scrum events and provided Agile coaching.
- Delivered according to client standards (framework contract, process model, other guidelines)
- Ensured Scrum rules and processes were followed
- Made sure teams delivered software to required quality and standards
- Captured impediments in the backlog and removed blockers
- Moderated agile meetings (Sprint Planning, Retrospectives)
- Acted as facilitator between Product Owner and team
- Tracked Scrum artifacts (Product Backlog, Sprint Backlog, Burndown charts) and Definition of Done
- Reported sprint metrics and tracked team capacity and velocity
- Prepared trainings and webinars on Scrum
- Created Scrum documentation in SharePoint and Confluence
Technologies & methods: Scrum, Agile coaching, Jira Software, Confluence, SharePoint, Microsoft Teams, Structure – Project Management on Scale
Atlassian Expert – Xray Test Management PoC
NDLB
Helped design a PoC for Xray implementation based on client requirements and existing infrastructure, considering current fields, workflows and add-ons in Jira.
- Advised teams on requirements and test management with JIRA/Xray
- Reviewed and assessed current test procedures and docs
- Helped draft the implementation roadmap
- Consulted on the current situation
- Supported PoC concept preparation and proposed implementation approach
Technologies & methods: Scrum, Xray Test Management for Jira, Jira Software, Confluence, Microsoft Teams
ITIL Expert – ITIL 4 Implementation and Process Improvement
LBBW
Helped build understanding of ITIL 4 and its possibilities. Implemented ITIL 4 practices, principles and dimensions tailored to the bank’s specifics, regulatory needs and adapting practices accordingly.
- Aligned IT process map and processes with ITIL 4
- Conducted inventory and gap analysis
- Prioritized actions based on risks
- Phased transformation while addressing regulatory needs and managing outsourcing partners
Process monitoring:
- Defined effective internal controls and KPIs to oversee processes
- Reporting, follow-up and escalation of control results
- Established controls as quality and risk measures
Quality management:
- Guided IT by ambition levels and quality/risk insights
- Provided steering through KPI dashboards (forward-looking)
- Set up, introduced and sustained continuous improvement (KVP)
Technologies & methods: ITIL v3, ITIL 4, workshops, Cisco Webex
Project Manager – Jira Implementation and Workflow Optimization
Marcom Engine
Advised and supported as project manager and Jira expert on implementing projects and processes, workflows, reporting, forms and add-ons in Jira, plus coordinating onboarding and training.
- Central coordination and project management
- Designed and developed an end-to-end Jira workflow
- Implemented policies, standards and processes
- Continuously monitored and optimized workflows and decision paths between central and local activities
- Documented in Confluence
- Collaborated closely with central PMO and units
- Ran onboarding and training for Jira and new processes
Technologies & methods: Jira Software, Scrum, Confluence, Automation for Jira, Issue Templates for Jira, ProForma Forms & Checklists, Advanced Roadmaps for Jira
Project Manager and ITIL Expert – Onboarding Process Managers
Olympus
Supported onboarding process managers for Incident Management, Major Incident Management, Knowledge Management and Request Fulfillment. Prepared managers for new roles with workshops and ITIL training, and created a continuous improvement register.
- Designed and documented onboarding processes
- Ran workshops and training
- Engaged relevant departments and roles, coordinated meetings and responsibilities
- Built a knowledge base and communication channels
- Set up dashboards and reporting
Technologies & methods: ServiceNow, ITIL, Microsoft Teams
Project Manager – SAFe Implementation and Atlassian Configuration
Volkswagen
Supported SAFe implementation and configuration in Jira and Confluence, installed setups, created permission concepts, designed and implemented consulting services and requirements management.
- Managed SAFe implementation in Jira
- Gathered requirements and created PoCs in Jira and Confluence
- Designed and adapted Jira and Confluence for SAFe
- Created and applied permission and consulting service concepts
- Advised on SAFe tool selection
- Developed dashboards and reporting
Technologies & methods: Jira Software (Data Center), Jira Service Management, Confluence, Microsoft Teams, Structure – Project Management on Scale, Advanced Roadmaps (exPortfolio), EazyBI, SAFe, Agile coaching
Atlassian Expert – SAFe Support and Jira Upgrade
Thales
Supported SAFe activities post-launch and assisted with Jira upgrades focusing on BigPicture and other add-ons.
- Scrum Master for SAFe implementation team
- Assisted with upgrades of BigPicture, Advanced Roadmaps, Automation, Rich Filters, Xray
- Provided technical consulting on Jira and add-on selection
- Documented and prepared the upgrade
Technologies & methods: Jira, BigPicture, Advanced Roadmaps, SAFe, Scrum, iObeya, Rich Filters for Confluence, Automation for Jira, Xray for Test Management
Project Manager – Jira and BigPicture Backlog Visualization Prototype
Sanofi
Built a prototype to showcase best practices for backlog visualization and management in Jira Cloud and BigPicture.
- Introduced Jira Software (Cloud) backlog and board features, including next-gen projects
- Showcased BigPicture features for backlog visualization and management
- Implemented backlog boards with filters and functions
- Set up Gantt Chart, Program Backlog and Program Board in BigPicture
Technologies & methods: Jira Cloud, BigPicture, Automation for Jira, Trello, Scrum
Project Lead – Jira SD and ITIL Processes Prototype Implementation
EOS
Led prototype implementation of Jira SD to support ITIL processes (Incident, Change, Service Request).
- Led introduction of Jira SD and ITIL processes
- Planned, communicated and delivered the project
- Supported service process owners in tools and methods
- Documented processes according to ITIL
Technologies & methods: Jira Service Management, Jira Software, Automation for Jira, ScriptRunner, EazyBI, Canned Responses Pro, Extension for Jira, Queues for Jira, PRINCE2
Scrum Master – SAFe Implementation and Jira-based Multi-Project Controlling
Thales
Advised on SAFe implementation from technical, tool and process perspectives. Designed and implemented a technical solution using Jira and add-ons to meet SAFe needs.
- Scrum Master for SAFe implementation team
- Introduced SAFe-compliant multi-project control with BigPicture
- Provided Jira and add-on consulting
- Delivered training and materials on Jira, Scrum & SAFe
- Supported portfolio management
- Implemented Scrumban
Technologies & methods: Jira, BigPicture, Advanced Roadmaps, Agile coaching, SAFe, Scrum, Scrumban, Xray, iObeya, Automation for Jira, ScriptRunner, Bitbucket, Rich Filters, Epic Cloner, Outlook for Jira, Checklist for Jira
Project Manager – Jira Service Desk and ITIL Implementation
DB Regio Bus
Supported ITIL process implementation using Jira SD (Incident, Change, SACM, Problem, Knowledge, Supplier Management, SLM, Request Fulfillment, Service Portfolio, Release).
- Modeled ITIL processes in UML and BPMN
- Designed Jira helpdesk rollout concept
- Configured ITIL processes in Jira and documented workflows and instructions
- Built CMS and CMDB
- Customized Jira and defined KPI reports and dashboards
- Managed Jira platform vendor and translated IT requirements to provider
- Trained IT and business staff on Jira and ITIL
- Set up Confluence as knowledge base
- Led workshops on ITIL processes and Jira
Technologies & methods: Jira Service Management, Confluence, EazyBI, Insight, BigPicture, Automation for Jira, Canned Responses Pro, Refined for Jira, Extension for Jira, BPMN, UML, ITIL, PRINCE2
Project Manager – Implementation of New Business Processes
Skytron Energy
Defined and implemented two new business processes: a multi-departmental delivery process and a service partner process to integrate external providers.
- Rolled out Jira Service Desk and Confluence
- Designed and implemented processes in Jira with involved departments
- Improved support process
- Regularly reported project progress to division heads
Technologies & methods: ITIL, Scrum, Jira Service Management, Confluence
Scrum Master – ETL Migration and Data Governance Implementation
Wüstenrot
Migrated ETL processes for the shared data warehouse from IBM DB2/SQW to IBM Information Server/DataStage, and established data lineage in the IBM Information Server Governance Catalog per banking regulations (including BCBS239). Migration covered 350+ workflows and 2500+ steps calling SQL and shell scripts. Team: project manager/team lead, two testers, four developers, one consultant.
- Served as project manager/Scrum Master for end-to-end delivery and stakeholder communication
- Coordinated daily Scrum work and acted as client liaison
- Created project docs including minutes, presentations and handover materials
- Managed budget and reporting
Technologies & methods: Jira, Scrum, Agile coaching, Google Data Studio/Sheets, Asana
Project Manager – ITSM Design, Implementation and Optimization
Hosting Company
Enhanced change, incident and problem management processes based on ITIL best practices and client feedback. Crafted ITIL and ISO/IEC 27001 compliant process docs, designed governance and knowledge management, set up intranet, and developed onboarding/offboarding processes.
Design:
- Drafted initial design proposal and finalized with stakeholder approval
Implementation:
- Managed content and asset management
- Reviewed, updated and created process documentation
- Served as escalation point and ran weekly meetings with status reports
- Oversaw all project documentation
Optimization:
- Updated Change Management (RFC template, maintenance window docs)
- Improved Incident Management (post-incident review process, policy for customer notifications, SLA update)
- Established proactive Problem Management and related docs
- Supported organizational definition and role refinement
Technologies & methods: Zoho ManageEngine, ITIL, PRINCE2
Project Manager – Implementation of DaaS and vCloud Services
Hosting Company
Built separate DaaS infrastructure and launched vCloud services. Managed onboarding processes for new clients and ongoing maintenance.
- Led creation of onboarding processes and documentation
- Contributed to design documentation and coordinated stakeholder approvals
- Handled project management and escalations
- Ran weekly meetings and status reports
- Managed all project documentation
Technologies & methods: ITIL, VMware, PRINCE2
ITIL Expert – ITIL Process Integration and ServiceNow Implementation
Paysafe
Rolled out shared Change, Incident and Service Asset & Configuration Management processes across all business units, introduced ServiceNow as the official service management tool, and integrated existing Jira and ManageEngine knowledge and tools.
Design:
- Facilitated workshops to gather and clarify requirements
- Aligned existing process documentation and practices
- Advised on process improvement and best practices
Implementation:
- Reviewed, updated and created documentation for Change and Incident processes
- Held weekly updates and stakeholder meetings
- Provided training on processes and tools
- Offered ongoing support and recommendations
- Defined and implemented roles
Technologies & methods: ServiceNow, Jira Software, Zoho ManageEngine, ITIL, PRINCE2
Project Manager – Developer Onboarding Optimization
Paysafe
Standardized global onboarding for development teams in Sofia, Montreal and Calgary, covering training and access to platforms and tools, and defined responsibilities and roles.
Design:
- Ran workshops to gather and clarify requirements
- Created and validated documentation with stakeholders
- Developed a user management process
Implementation:
- Oversaw design development and acted as escalation point
- Held weekly meetings and status reports
- Managed all project documentation
Technologies & methods: ServiceNow, Jira, Confluence, Bamboo, Bitbucket, ITIL, PRINCE2
Program Manager – Continuous Service Delivery and Improvement
Danske Bank
Aimed for stable delivery, early detection of showstoppers, gaps and continuous improvements across ITIL processes (SLM, CHGM, CAPM, AVM, INCM, PRBM, CM), and improved communications and alignment between delivery, processes and account business management.
- Delivered improvement and solution plans
- Developed end-to-end process and solution design
- Acted as escalation point for solutions and project scope
- Assessed existing account processes and business management
- Devised new communication structure and collaboration enhancements
- Documented processes
- Conducted general project management and weekly status meetings
- Managed all project documentation
Technologies & methods: HP Service Manager (SM9), ITIL, PRINCE2
- 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 (implementing agile frameworks)
- Interface coordination and vendor management
- DevOps & continuous integration (CI)
- Industry experience: BPO, IT, logistics, banking, fintech, automotive, pharma
Sofia University “St. Kliment Ohridski”
Master’s · Hungarian Studies and Translation · Sofia, Bulgaria
Sofia University “St. Kliment Ohridski”
Bachelor’s · Hungarology · Sofia, Bulgaria
Foreign Language High School
Shumen, Bulgaria
AI Unlocked
PeopleCert
Managing Value Streams & Customer Experiences
PeopleCert
Mastering Project Delivery
PeopleCert
Mastering Project Priorities
PeopleCert
PRINCE2 Agile Expert VERSION 2
PRINCE2 Agile Foundation Beta Testing
PRINCE2 Agile Foundation Certificate VERSION 2
PRINCE2 Agile Practitioner Beta Testing
PRINCE2 Agile Practitioner Certificate VERSION 2
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 Fulfill
ITIL 4 Strategic Leader
ITIL 4 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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