Experience
Summary
20+ years in IT services (e.g. HP) leading cross-functional teams, managing global / regional projects and service contracts.
Adept at translating business needs into technology solutions.
Spent 10+ years managing IT solutions as a Service / Product Owner at global and regional levels,
with a focus on design, build, pilot, launch and business development
(value proposition, competitive analysis, pricing, initial solution build and pilot, evolution roadmap,
marketing, direct and channel sales, customer experience and feedback, business and quality performance monitoring).
Managed SaaS products and IT service solutions. Managed launch methodology, roadmaps, user stories, and product backlog.
Spent 10+ years as IT service delivery manager, transformation manager and ITSM processes lead for regional and global outsourcing deals
covering services like Service Desk, workplace management, business applications and server infrastructure support.
Managed global IT infrastructure in-house (>10K workplaces) and as outsourcing service contracts ($10-100M TCV)
including complex technical and organizational transformation projects.
Managed customer relationships, service delivery teams and external service partners, KPIs and SLAs, and cost of delivery.
Managed full deal lifecycle from contract negotiation to ongoing support and contract renewal or termination.
Managed team of software developers and have deep experience in full stack web application development.
Experienced in leading cross-functional teams, both in-house (10-30) and outsourcing.
Product Owner / service launch manager
Managed multiple global and regional SaaS products and IT service solutions as a Service / Product Owner.
Covered full cycle of product management from ideation and market reserach to design, build, pilot, launch
and further business and product development (geographic expansion, new features, etc.).
This included in particular:
- 4P - Product, Place, Price, Promotion
- Value proposition, competitive analysis
- Product Design, Build, Pilot, Launch programs
- Roadmap, user stories, feature releases, backlog
- Agile / Scrum / Kanban feature dev and testing
- Customer experience and retention
- Business performance and usage metrics
- Sales and Partner Programs (marketing assets, incentives, trainings, funnel)
Service Delivery Manager
Spent 10+ years as IT service delivery manager, transformation manager and ITSM processes lead for regional and global outsourcing deals
covering services like Service Desk, workplace management, business applications and server infrastructure support.
Managed global IT infrastructure in-house (>10K workplaces) and as outsourcing service contracts ($10-100M TCV)
Managed full deal lifecycle from contract negotiation to ongoing support and contract renewal or termination. Activities included:
- Deal governance and capabilities setup
- Customer relationship management
- KPIs and SLAs management, NPS (Net Promoter Score) and satisfaction surveys
- Management of cross-functional teams and external service partners. Cost of delivery
- Security, Backup, Business continuity and Disaster recovery
- Audits (SOX, ISO 27001, ISO 20000, …)
- Deployment and Transformation projects
- Contract renewal or termination