ITSM manager

Был больше месяца назад

100 000 ₽

45 лет (родился 21 ноября 1980), cостоит в браке, есть дети

Москва

Кунцевская

Занятость

полная занятость

Гражданство

не указано

Контакты

Телефон

Почта

Будут доступны после открытия

Фото, имя и контакты доступны только авторизованным пользователям

Опыт работы 4 года и 2 месяца

- Июль 2007 – апрель 2009
- 1 год и 10 месяцев
Service Delivery Manager account Procter&Gamble
Hewlett-Packard
Обязанности и достижения:
* * Managing of IT infrastructure and provided IT services for Procter&Gamble, Gillette, Wella professional in scope of global outsourcing contract between Hewlett-Packard and Procter&Gamble. Supervising of Service Level Agreement and Customer Satisfaction of IT service Procter&Gamble offices, field users, warehouses plants in CIS region. * Managing of Service Level, infrastructure and account departments * Managing of IT support contact-center in CIS region * Proactive identification of customer needs * Creation of business processes and solution presentation * Training organization for account departments and end-users * Regular reporting of IT services and facilities for customer representative * Project management * Creation budget for IT departments of P&G and HP * Managing of capital and expense purchasing for P&G and HP * People management of account departments * Communication organization in CIS region * Asset and capital management for P&G and HP * Contract and addendum of maintenance, services and suppliers for P&G and HP * Reporting service measurements milestones - Hewlett-Packard IT Service delivery manager of Eastern Europe, Procter&Gamble - Customer Site Service manager Central, Eastern Europe Achievements * Creation of IT-kiosk service for Procter&gamble Moscow GO . A new level of service quality . Reducing of requests resolution time from two weeks to one work day. . Full transparency of business-processes, reporting and audit for customer and Hewlett-Packard * People management . Development of requirement for hiring process including non-material motivation . Lack of staff turnover, organization of careering for team members . Creation of deputy staff for all areas of account * Design, development and implementation of department's business-processes environment for Procter&Gamble and Hewlett-Packard . Free for growing business-processes . intuitively simple business-processes for both sites customer Procter&gamble and executor Hewlett-Packard . Design of audit system and reporting * Creation of Contact Center Department from scratch . Contact-center service area - Russian Federation, Ukraine, Kazakhstan, Republic of Belarus . Business units support - Offices, Plants, Field users, Plants . Business-process for audit and optimization of Contact-center work-flow on a recurring basics . Contact-center based on ideology - 'Single contact' * Project management . Project of office move for Moscow GO of Procter&Gamble (office scope - 2000 users) . Design and implementation of project of migration end-users from Lotus-Notes to Outlook for Russian Procter&gamble users. . Managing of infrastructure and service integration between Wella professional and Procter&Gamble * Achievements in numbers . Total service score changes from 2 to 8 (10-point system) . Customer satisfaction level from 3.0 to 4.65 (5-point system) . Stable performance compliance of 100% Service level agreement during last 12 month . Cost-economy of capital IT budget Procter&Gamble 2008/2010 - 183.000$
- Июль 2005 – февраль 2007
- 1 год и 8 месяцев
Manager of software development department
Custom House Foreign Exchange
Обязанности и достижения:
* Managing and leading of development process * Integration of "Extremal programming" methodology * Project management * Customer negotiation and presentation * Design of structure solutions * Coordination of international development teams * Regular customer communications * Projects . Financial control, accounting and settlement systems for Customer House Foreign Exchange . Financial reporting systems for Custom House Foreign Exchange . Video surveillance and security cameras systems for "Spark" . Financial reporting system for "The Central Bank of Russian Federation"
- Июль 2004 – февраль 2005
- 8 месяцев
IT Manager
Managing holding DUFF
Обязанности и достижения:
* Creation of system solutions and presentation * Organization of software development department * Organization of IT support department * Managing of IT department's budgets * Creation and selling of commercial services and applications * Audit of IT departments of holding companies departments * Financial analytics of business-processes * Design of denial resistance processes * Projects . Organization of IT departments "Betting company ASV7TV" . Creation of infrastructure, integration of CRM system and financial control application for " Betting company ASV7TV" . Organization of business-processes for ISP for "Chelyabinsk Interaction Cabling Networks" . Creation of audit processes for IT departments . Integration of business-processes "Eurobet" UK . Integration of financial-analytic systems for Gas Stations "Football club Spartak" . Integration of advertising accounting system for radio station "Intervolna"

Образование

- Высшее образование
- Вечерняя
- 2004
Московский технологический университет
Факультет: Cybernetics
Специальность: Engineer of Information technologies

Обо мне

Дополнительные сведения:

Technical experience in system administration and software development Experience working on global cross-corporation outsourcing project. Customer Procter&Gamble Experience on managing complex IT infrastructure projects Experience on people managing, departments managing, working in multi-national teams Experience working in Canada, USA, United Kingdom Experience working on with Top managers and expats Experience in creation infrastructure and business systems from scratch Experience in budget managing, purchasing, sourcing plan and contract managing Experience of selling software and services Experience in managing complex projects up to 10m$ Experience in creation of contact-center from scratch Experience on design and implementation of business process from scratch