Service Design Manager
NCR
Total years of experience :20 years, 3 Months
Main responsibility is related to continuous improvement of the processes and procedures in the field of incident creation and incident management. I lead a team of 10 consultants who analyze how SD agents and engineers use the tool, write RfC’s, do risk assessment prior CAB and improve & deliver training and support documentation when RfC is approved. In the last 18 months we have successfully created more than 30 RfC’s which are implemented in the ITSM tool (Oracle E-Business Suite). Most of the activities are related to Service Design, Service Transition and CSI part of the ITIL framework.
Responsible for Service Desk and second line support for desktop and printing services. Lead team of more than 20 people and serve as a SPOC for the first line in escalation procedure for the customer NIS. 5 year project, more than 5000 PC-s and 1000 printers. Processes implemented based on ITIL standards. Main activities include daily contact with the customer, analyze reports and trends, create and implement improvement measures and also negotiating UP and OLA with internal and external suppliers necessary to support project. I have also been appointed as a SLM for all outsourcing contracts in Serbia. Most of the activities were related to Service Transition, Service Operation and CSI phase of ITIL lifecycle.
From July 2011 responsible for procurement of IT assets in 16 countries in CEE and N&SWE business units after merge Atos Origin and SIS. Controlling spend, support big project negotiating with suppliers. Lead team of buyers specialized for procurement in specific IT areas: HW, SW and Network & Communications.
From October 2010 - Commodity Manager for CEE cluster - Responsible for HW procurement in CEE region (Siemens IT Solutions and Services) Role: Drive company-wide frame contracts, define strategy in procurement and select preferred suppliers in area not covered with global contracts.
Team Leader Networking Services - Siemens IT Solution and Services Belgrade, but also coordinator in networking activities in several countries in CEE region.
Main responsibilities include designing and implementing computer network and security solutions.
5 year program