Andra - Veronica Blăjuţ
Schieren
Summary
Reliable Service Delivery Manager professional competent in organizing deliveries, dispatching drivers and resolving customer concerns. Detail-oriented, responsive and adaptable to changing conditions.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Proximus Luxembourg SA
09.2021 - Current
- Take ownership of the customer relationship
- Responsible for ensuring the correct and proper delivery of Customer Support services as specified in the contracted support agreements
- Responsible for the complete delivery of Customer Support Services
- Responsible for the financial and commercial performance of delivered customer support services
- Accountable for setting up and meeting contractual budget whilst delivering Service Level Agreement (SLA) fulfillment and customer satisfaction
- Create and provide monthly detailed reports regarding the performance and the status of the customer demands (requests/incidents)
- Taking ownership of critical incidents, coordinating the operational teams, and providing effective communication for post incident review.
Change Manager
Proximus Luxembourg SA
09.2018 - 09.2021
- Own and manage the end to end change management process
- Taking care of all the changes that are to be implemented in production inside the company and also those which are to be implemented on the customer side
- Ensure that standard and non-standard changes are recorded, impact assessed and approved after the CAB meeting
- Manage resources to the required levels to deliver the changes ( engineers/ Team leaders/ PMs/ SDMs)
- After discussing all the possible steps and identifying possible risks and customer impact, the changes may or may not be approved to be executed in the agreed timeframe
- After the CAB meeting, all the teams involved, the High Management and clients are informed about the changes that were approved and that are about to be performed
- Ensure that the changes are implemented according to the specifications that the clients provided
- Ensure the delivery of changes to meet agreed timescales
- Follow up with the teams during the implementation of the changes in order to make sure that the implementation runs smoothly and adheres to the established timeframe, essential for meeting the SLAs
- Post Implementation Review (PIR) sent to High Management and concerned clients in order to have a better view over implementation of the changes.
- Create and provide detailed reports regarding the changes per client and implementation teams
- Presenting the KPIS for the Changes that took place in the previous month to the management in order to see what needs to be improved and what needs to be removed from the change process
- Handling the registration of the changes in ticketing tools in order to have a better tracking of every change and in order to stay on top of the KPIs.
Team Leader Service Desk/ Incident Manager
European Commission on behalf of Halian
05.2017 - 09.2018
- Manage the Service Desk for Oasis II project which is called Control Tower
- Regularly reports on the quality of the tickets and evaluation of the team members
- Take overall responsibility for incident management and request fulfillment on Control Tower
- Prioritize the incidents that are received and do the checkup to see if there are recurrent incidents in order to link it to a problem or if this is a new case of incident that needs to be handled
- Gather the TLs of the impacted teams and discuss over the solution that should be implemented in order to restore the service as soon as possible
- Inform the management and the client about the incident major every 30-45 minutes about the status of the incident
- Assume end-to-end ownership of critically assigned incidents through resolution
- Open, manage and participate in conference bridges for critical and high priority faults
- Record and communicate the details of the incidents in order to keep a better track of those
- Monthly reports on the improvements made by Control Tower concerning new implemented procedures
- Handle the escalation from Management regarding breached tickets or concerning the quality of the tickets
- Informing the agent about the task assigned and follow up for accomplishing the SLA
- Regularly report service improvements implemented and recommend actions to further improve performance and service delivery
- Report weekly on service delivery performance to Management
- Attend to the operational team meetings
- Work both independently as well as part of a team to ensure that work gets completed
- Report to senior managers on any issue that could significantly impact the business.
Service Engineer
Sopra Steria
11.2016 - 04.2017
- Act as a single point of contact for phone calls and emails from more than 30 clients regarding IT issues and queries
- Receiving, logging and managing calls from clients via telephone and email
- Escalate unresolved calls to the infrastructure support team or 3rd party
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- Log all calls in the Service Desk Call Logging systems
- Writing 'How to' documentation (procedures/ processes) in order to improve the Knowledge Data Base of the Helpdesk
- Support on site at some clients in order to get a better view of the incidents/ requests workflow from their part
- Define flows and processes within the support organization tailored for customers business and needs.
Service Desk Operator
AUBAY
03.2014 - 10.2016
- Agent for both EP employees and Members of European Parliament
- Receiving calls, first-line customer liaison: service desk agent, incident agent
- Treating emails received from customers in the main service mailbox
- Recording the requests, incidents in EPSD (Service Management Tool)
- Initial assessment of the requests/ incidents and establish if the issue is in the scope of European Parliament procedures
- Attempting to solve the request/incidents from the first call (First Call Closure - FCC)
- Routing the tickets to other support groups which are in charge of different technical issues (2nd Level)
- Follow up on the tickets that are still queued (waiting info from 2nd Level / in awaiting info from client)
- Monitoring the life-cycle/progress of the request/incidents created
- Informing the customers about the status or progress of the request/incidents
- Notifying the business users of system issues or failures in a timely manner.
Project Officer
IBM Romania
02.2011 - 12.2012
- Ticket routing/dispatching
- Monitoring ticketing tool and assigning tickets to agents or other teams
- Informing the agent about the task assigned and follow up for accomplishing the SLA
- Routing tickets left in different statuses to other agents, according to the shift plan
- Dispatching emails and take the necessary action in the ticketing tool
- Monitoring agents' queue (number of tickets/agent, updates/ticket)
- Check tickets proactively in order to be sure that everything is done accordingly – quality wise
- Mentoring new agents and/or agents who need help with the procedures, making sure the new comers have everything in place in order to perform the project tasks (install all programs/applications, requesting accounts, solve access issues etc)
- Monitoring the SLAs, follow up with the agents, in order to overcome major issues
- Make sure all escalations are handled, both sides: either by providing an answer to an escalation, or escalating further to the responsible person/group
- Monitoring telephony tool, in order to have covered availability for all language skills.
Assistant Manager/ Junior BID
TEAMNET INTERNATIONAL SA
10.2009 - 02.2011
Assistant Manager
SC. ALKA CO SRL
10.2008 - 10.2009
Assistant Manager
REVMA ECHIPAMENTE SRL
06.2007 - 04.2008
Data Entry Operator PC
PEGASUS COURIER
02.2006 - 06.2007
Education
Marketing Faculty
The Bucharest Academy of Economic Studies
Bucharest07-2012
Skills
- Client Relationship Management
- Operations Support
- Performance Improvement
- Client Relationships
- Process Improvement
- Customer Service
- Managing Operations and Efficiency
- Scheduling and Coordinating
Computer Skills
Windows, Microsoft Access, Office Suite, MS Outlook, Remedy, Lotus Notes, Maximo, Service Now, Citrix, EPSD, Active Directory, Account LockOut Status, Remote Assistance, LSUMEP Tools, NitroPDF, EPINCO, EPRIME, GEDA, Greenshot,iTOP, PowerShell, SMT, Optimis, PowerBI, SolarWinds,
Languages
Romanian
First Language
English
Proficient (C2)
C2
French
Proficient (C2)
C2
Certification
1. Customer relation soft-skills
2. Project Management Officer
3. ITIL certified
Timeline
Service Delivery Manager
Proximus Luxembourg SA
09.2021 - Current
Change Manager
Proximus Luxembourg SA
09.2018 - 09.2021
Team Leader Service Desk/ Incident Manager
European Commission on behalf of Halian
05.2017 - 09.2018
Service Engineer
Sopra Steria
11.2016 - 04.2017
Service Desk Operator
AUBAY
03.2014 - 10.2016
Project Officer
IBM Romania
02.2011 - 12.2012
Assistant Manager/ Junior BID
TEAMNET INTERNATIONAL SA
10.2009 - 02.2011
Assistant Manager
SC. ALKA CO SRL
10.2008 - 10.2009
Assistant Manager
REVMA ECHIPAMENTE SRL
06.2007 - 04.2008
Data Entry Operator PC
PEGASUS COURIER
02.2006 - 06.2007
Marketing Faculty
The Bucharest Academy of Economic Studies
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