Service Delivery Manager
Symphony
Total years of experience :17 years, 2 Months
- Project/Product/Account/Support/SLA Management
- Responsible for delivery of customer-tailored software solutions for USA clients
Fortune 500 clients;
Domain: CRM integration, e-Commerce, Flight optimization, LMS; Industries: Aviation, Education, Finance, Energy
- Managing multiple teams of up to 15 people in Balkan region
Results and responsibilities:
• Program/Project Management
• Supervising/Mentoring/Hiring Project Managers
• Managed MS Dynamics 365 CRM Global Program (Projects and CRM Support/SLA work streams)
• Delivered Microsoft Dynamics 365 ERP rollout project in 10 countries
• Removed obstacles and assured continuation of a Enterprise ERP project (120+ people on the project)
• Managed multiple teams of up to 10 people from the UK, Serbia, India, France, Germany, and Japan
Results and responsibilities:
• Managed CMS Program for PowerTools division - Bloomreach CMS development with global rollout projects in 100+ countries (integration with SAP S/4, and custom PIM/MAM)
• Delivered B2B e-commerce Enterprise software solution with 3 large system integrations (SAP Hybris commerce, SAP S/4, and custom PIM/MAM) for the Thermotechnology division and global rollout projects in 10 countries in the EU region.
• Had a chance to work in an Enterprise environment in areas of Program/Project Planning and Roadmapping, Budgeting, Change and Risk Management, Resourcing (both Internal and Vendors), Scheduling, Scoping, and Reporting to Senior Management
• Managed teams consisting of 20 to 50 people from Germany, USA, Poland, Serbia, India, Czech, and Spain
Results:
• Delivered 40+ Microsoft 365 End-User and IT workshops to Microsofts Enterprise and strategic customers in Serbia
• Supported the 40% increase of Microsoft 365 services consumption in Serbia
• Led Office 365 presales/sales opportunities with key Microsoft partners
Results:
• Delivered various custom MS SharePoint solutions for Enterprise clients (delivered 6 projects during 3 years of work)
• Managed teams of 3 to 7 people
Results:
• Constantly delivered 11-13% of yearly profit (20% growth YoY)
• Managed Accounts using Microsoft Dynamics CRM
• Delivered various software licensing solutions to customers (Commercial, Government, and Education sectors)
• Led public tenders bid submission process for 3 years (Ministries, State-owned Companies, and Agencies)
Results:
• Delivered various CMS projects to customers.
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