Product Owner

• Feb 2023 - Present

Responsibilities:• Managing and prioritizing the product backlog in Azure Dev Ops, ensuring that the backlog is transparent, visible and understood• Translating product managers’ strategies to tasks for development• Ensuring that the product backlog items are clearly defined, well understood, and properly estimated by the development team• Collaborating closely with cross-functional teams (e.g. developers, architects, other product teams and quality assurance) to ensure that the product meets customer needs and is delivered on time and within budget• Acting as the primary point of contact for all stakeholders (e.g. customers, partners, executives, and other departments) on matters related to the product• Ensuring that the product is compliant with all relevant regulations and standards, and managing any legal or ethical considerations related to the product• Plan and contribute to the creation of product strategy, strategic plans and roadmaps working in partnership with our product teams Show less

Manager of Infrastructure Delivery/Team Manager

• Oct 2022 - Feb 2023

ResponsibilitiesOperational management• IT Vendor management, including outsourced part of IT (including invoices management), in Global IT• Managing relationships with multiple third-party vendors to ensure that all Service Delivery objectives are met• Engaging with senior leadership to understand strategic objectives, business priorities and translate them into tasks/goals for the team• Ensuring high quality of Infrastructure Delivery lifecycle • Streamline delivery processes, automate and simplify steps where possible• Oversee ongoing projects, make sure of good Service Introduction into Delivery• Solving problems that may arise from Operations or Projects, inform the business on an ongoing basis about significant changes• Negotiate projects and prepare customer proposals and Statements of Work• Managing compliance and controls within Infrastructure areas• Ensuring seamless Service Management (Operations, processes, SoPs), Service Catalogue maintenance• Serve as a point of contact for escalations, issue resolution, and communication between various stakeholders• Prepare for ISO and other audits• Participating in operational review meetings with senior management to make sure global Service Delivery is in accordance with contractual SLA’s• SLA and KPIs: review, reports, redesign and align with businessTeam management• Supporting the team of Service Delivery Managers and IT Architects at every stage of project delivery or Operations Delivery, motivate and guide• Setting goals for the personal development, delegate responsibilities, set priorities, co-create development paths, 1on1 meetings, performance review, creating a feedback culture etc.• Organizing and supervising work of the team• Ensuring effective communicationCompleted 5 days course "Dare2Care, Leadership Training" from Implement Learning Institute. Show less

Agile Coach | Team Leader

• Oct 2020 - Sep 2022

Responsibilities• Coaching specific teams to improve their way of working during agile transformation across IT Operations• Working as a servant-leader and supporting both teams in their daily challenges• Managing conflicts within teams• Attending and playing a crucial role in all Scrum ceremonies, and making sure they are as productive as possible• Facilitating scrum ceremonies for individual teams and continuous backlog management at scale • Stimulating a culture of continuous improvement throughout the organization• Helping in adoption of agile project management tool (Azure DevOps) and set up ways of working for Infrastructure team• Supporting coordination of the work between teams where there are dependencies Show less

IT Service Delivery Manager (Workplace Technology - EUC) | Team Leader

• Nov 2019 - Oct 2020

Responsibilities• Overseeing projects implementation in an international environment and ensure work is done with quality and according to schedule• Service Introduction/Transition to Operations• Monitoring/reporting on SLA’s and KPI for Infrastructure Services and continuous improvement• Ensuring that internal policies, processes, and quality standards are followed, Continual Improvement of services and processes• Vendor Management and IT partners, build good relationships• Negotiate projects and Statements of Work• Reviewing and advising on third party underpinning agreements • Service Management in accordance with Master Service Agreement for Global IT• Escalation process overview and improvement• Contribute to design and improvement of Service Now Self Service Portal• Creating workflows for new Service Requests in Self Service Portal, maintain and improve them when necessary• Develop positive relationship with business/clients/vendors• ITIL processes consultancy, redesign and implementation in Global ITTeam Management:• Responsible for the overall performance of the team - accuracy, timeliness and productivity• Lead an amazing team of Service Delivery Managers and IT Architects, motivating, developing the team, career development• Weekly/bi-weekly 1 to 1 meetings, quarterly and yearly review, setting targets, performance review• Managing of month-end close process (standard and over hours settlement, planning days off, etc.) Show less

IT Service Delivery Manager (Workplace Technology - EUC)

• Jan 2019 - Oct 2019

Responsibilities• Assuring IT-based service's quality are according to SLA/OLA• Manage Service Delivery during major IT Transformation to outsourcing company• Developing and implementing IT Delivery related processes, documentations (Operating Procedures, User guide, SoP, etc.), optimization, setting new standards• Acting as a quality gatekeeper to ensure operational readiness for changes/new releases/initial roll-out in countries• Managing IT Services delivered globally (primarily Europe and USA), work closely with local IT in the respective countries as well as with external partners• Participating in preparation and negotiating of project proposals and Statements of Work• Overseeing and guiding activities of the IT Service Delivery team (non direct management of 2nd and 3rd line of outsourced support)• Optimizing End User deliveries• Follow-up on daily/weekly deliveries, manage Client escalations• Identifying business needs and oversee Service Delivery within global, multi vendor company• Improving/optimizing Major Incident Management process and other related to end user services Show less

Change Process Manager

• Apr 2018 - Dec 2018

Responsibilities• Designing, maintaining and improving global ITIL Change Management process within the company• Preparing weekly, ad-hoc, and monthly reporting to show results and focus areas of Operations• Assess risk, the ability to assign priority relating to the change activity, understand business and impact of change on environment• Knowledge of contractual requirements, prioritization of work and manage change freeze activities• Establishing trust and credibility with delivery teams and third-party suppliers• Set-up, facilitate and lead Service Improvements• Maintain process and procedure documentation, process mapping, RACI, set up prerequisite and parameters for smooth service operation/delivery• Setup/manage ITIL environment, overall Service Management• Track operational metrics, SLA, compliance• Reviewing and approving changes• Co-creating other ITIL related processes (Incident, Request, Major Incident, Problem)• Act as Major Incident Manager when needed• Promote awareness on mentioned processes, develop training materials Show less

Change Manager

• Dec 2015 - Mar 2018

Responsibilities• Defining new Change Management Process according to ITIL and best practice, for Global IT• Ensuring process is delivered in line with agreed global policy, process, procedure and meets company obligations and requirements• Performing management of all IT changes • Ensuring all changes are properly authorized before they are implemented• Managing Requests for Change to ensure that they meet quality and standard requirements• Distributing clear communication about changes to appropriate stakeholders at various stages of change lifecycle Show less

Senior Change Management Specialist

• Jan 2014 - Nov 2015

Change Management Specialist

• Aug 2012 - Dec 2013

IT Support Analyst

• Mar 2011 - Aug 2012

Customer Service Advisor

• Apr 2009 - Apr 2010