Marjan Dragic
Delivery Manager at Hooloovoo- Claim this Profile
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English Full professional proficiency
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Italian Limited working proficiency
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Serbian Native or bilingual proficiency
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Spanish Elementary proficiency
Topline Score
Bio
Credentials
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PRINCE2® Foundation Certification Training
AXELOS Global Best PracticeOct, 2021- Nov, 2024 -
ITIL Foundation Level
AXELOS Global Best PracticeJan, 2020- Nov, 2024 -
Lean Six Sigma Green Belt Certification
BSIJul, 2019- Nov, 2024 -
Licensed Tourist Guide
Ministarstvo trgovine,turizma i telekomunikacijaApr, 2019- Nov, 2024 -
Graphic design - Adobe PS, AI, ID
Level 3 -
TOEFL
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Experience
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HOOLOOVOO
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Serbia
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IT Services and IT Consulting
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100 - 200 Employee
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Delivery Manager
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May 2022 - Present
Managing service delivery for dedicated software development teams Client management Business development Performance management Supporting hiring and talent sourcing processes Managing service delivery for dedicated software development teams Client management Business development Performance management Supporting hiring and talent sourcing processes
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TrippinSrbija
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Serbia
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Travel Arrangements
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Co-Founder
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Jan 2016 - Present
• First Travel blog dedicated to Serbian tourism • Online community (30k followers on IG and FB) • Copywriting / Digital Marketing / Photography • Devoted to promotion of Serbian tourism • Partnership with Regional and Local Touristic organizations, hotels, leisure centres and local companies •Best travel blog in 2018 Award winners •Top 5 tourism websites in Serbia - 2020 • First Travel blog dedicated to Serbian tourism • Online community (30k followers on IG and FB) • Copywriting / Digital Marketing / Photography • Devoted to promotion of Serbian tourism • Partnership with Regional and Local Touristic organizations, hotels, leisure centres and local companies •Best travel blog in 2018 Award winners •Top 5 tourism websites in Serbia - 2020
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GDC Services
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Serbia
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IT Services and IT Consulting
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1 - 100 Employee
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Service Delivery Manager
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May 2021 - Jun 2022
Managing service delivery to the customer in order to deliver contractual requirements for several accountsManaging client relations through effective communicationDefining the risks and countermeasures for support in cases of delivery disruptionOverseeing technical and support teams and following up on SLAs/KPIs accomplishmentIdentifying opportunities for new business and current account growthTaking responsibility for overall performance and driving future demandManaging financial aspects of the accountsOverseeing Change, Contract and Asset Management deliveryProviding mentorship to new team members and reviewing performanceSupporting Pre-Sales and Sales teams through advising customer of available services and solutions Managing suppliers and 3rd parties in order to ensure service quality and continuity Liaising between customer and internal teams
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Senior Cross Functional Process Manager
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Aug 2019 - Apr 2021
Change management: Evaluation and impact assessment of commercial/operational change requests, development of proposals & following up on the delivery to the customer. Contract management: tracking and monitoring contractual changes. Acting as POC for contractual obligations, scope and activities. Coordination of activities with customer and suppliers in the context of contractual changes.Implementing ITIL processes and principles in deliveryDeveloping client relations through effective communicationSupporting the processes required in the provision of client services. Participating in incident & problem management activities. Asset management.Contributing to the efficient estimation of costs, timescales and resource requirements for the successful delivery of service commitments.Service design: working with internal teams on automation proposals for improvement of account ITSM toolsParticipating to the definition of countermeasures and contingency arrangements that relate to the serious disruption of service delivery.
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TLScontact
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France
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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IT Incident and Change manager
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Nov 2017 - Aug 2019
Supporting dedicated clients through ensuring timely assignment and resolution of incidents to meet SLAs Responsible for network monitoring of 150 centers in Europe, Asia and Africa Collaboration with technical support teams and managing communication with clientsMonitoring the volume of incidents and improving existing processesMediating between Operations and IT departmentOverseeing and deploying software improvements in collaboration with Development, Application Support and Service Delivery teamsCoordinating Change Control Committee for approvals of high importance changes and requestsSupport projects roll-outs for core company solutionsProviding quarterly Incident & Problem reports for Top management
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Operations Specialist for Europe
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Mar 2014 - Nov 2017
Processing day-to-day Visa Applications in compliance with Standard Operations Procedures. Supported and worked in 14 centers in South-East, Central and Northern Europe. Participated in establishing offices in Montenegro, Croatia, Slovenia, Bosnia & Herzegovina. Performed employee trainings.Preparation of projects for operational improvementsReceived honors for accomplishments (Company Improvement Program department)
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Hear Now Australia
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Office Belgrade
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Client Service Specialist
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Sep 2013 - Apr 2014
Remote product presentation and sales. Targeting potential customers Handling over 200 customer accounts in 6 regions Maintaining sales records and periodical reporting. Participating in development of sales strategies, composing handbooks and brochures Remote product presentation and sales. Targeting potential customers Handling over 200 customer accounts in 6 regions Maintaining sales records and periodical reporting. Participating in development of sales strategies, composing handbooks and brochures
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V+O Communication Serbia
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Serbia
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Public Relations and Communications Services
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1 - 100 Employee
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Public Relations Associate
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May 2013 - Aug 2013
Preparing and sending project proposals Supporting campaign organization for 1500 employees for major FMCG corporation Preparing speeches, press releases and media presentations Client coaching for media appearance. Writing articles for company web site Managing company’s social media account Preparing and sending project proposals Supporting campaign organization for 1500 employees for major FMCG corporation Preparing speeches, press releases and media presentations Client coaching for media appearance. Writing articles for company web site Managing company’s social media account
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Hostera
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Belgrade
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Sales Executive
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May 2012 - Apr 2013
Product presentation & sales Keeping sales records and periodical reporting on execution Mediating between supplier and customer Reviewing sales performance Attending conferences, trade fairs and summits Product presentation & sales Keeping sales records and periodical reporting on execution Mediating between supplier and customer Reviewing sales performance Attending conferences, trade fairs and summits
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Anti-Corruption Agency Serbia
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Belgrade
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Research Assistant
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Aug 2011 - Mar 2012
Monitoring international legislation in the anti-corruption area. Maintaining regular communication with other relevant institutions in anti-corruption area. Taking part at domestic and international meetings, conferences, seminars and work- shops related to the fight against corruption. Monitoring parliamentary and presidential election campaigns. Monitoring campaign expenses. Researches in fied of health and education. Monitoring international legislation in the anti-corruption area. Maintaining regular communication with other relevant institutions in anti-corruption area. Taking part at domestic and international meetings, conferences, seminars and work- shops related to the fight against corruption. Monitoring parliamentary and presidential election campaigns. Monitoring campaign expenses. Researches in fied of health and education.
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Education
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2007 - 2011
Faculty of Political Sciences /University of Belgrade
Bachelor's Degree, International Relations and Affairs
Community
