Andreea Scrob-Nica

IT Service Manager Cloud Services

Design, build and implement ITIL processes, with focus on change management Evaluate the business requirements, organizational characteristics and industry best-practices to identify possibilities of improvement in the existing processes Implement the quality assurances measures for the processes Develop and implement an ITSM strategy Provide coaching and rollout support for operational teams through the process implementation

Ensure that the global standard policies and processes are implemented across the account Act as SPOC to the Account Service Team for the Service Management Center Accountable for end to end management of account processes to meet or exceed SLAs and KPIs Operational Lead for the account team Responsible for the authorized deviations from the standard way of working which includes use of specific (customer) tooling and or reports Reduce the ‘cost of non-standard’ for the process delivery

Accountable for the execution of the Configuration Management process for the account Support the delivery of end-to-end services in line with customer and internal SLAs/KPIs Act as an escalation point for the Configuration Management Process Review quality, readability and completeness of the Configurations Items in the CMDB

Manage the customer relationship and acting as contact point for all ITSM processes Attend the service reviews meetings and undertake the appropriate actions Ensure that the critical operating tasks are successfully managed along the contract lifecycle through implementation of the relevant policies and standards including compliance against security policies

plan, organize and supervise the activities of all Sectors Change Managers coaching of Sector Change Managers during the integration period maintaining the communication with the customers regarding the planning of the changes collaborate with the Service Delivery Managers to ensure that all scheduled changes receive the customers’ approval in time

quality assurance of changes and orders submitted for review support management in the development and implementation of the company’s quality management system provide support in updating the Configuration Management Database

participate to the recruiting process provide support to the new employees during the integration period provide timely status reports, project analysis and recommendations offer support to the sales teams

payments collection promote and sell UPC products identify needs and propose best solutions for the customers identify and resolve customer’s concerns