Serhat Yiğitaslan

Owned customer success and service delivery for strategic enterprise accounts, ensuring service performance, customer retention, and long-term value realization. Managed end-user IT services for 2,500 users, governed ITIL processes, and led executive service reviews. Drove adoption, handled escalations, improved NPS by 2.5 points, identified growth opportunities, and coordinated a multidisciplinary team of 6 to deliver SLA/KPI targets and continuous service improvements.

Managed end-to-end delivery of infrastructure, cloud, SAP, backup, disaster recovery, and security services for enterprise customers. Ensured SLA/OLA compliance, operational readiness, and service continuity across multiple engagements. Led governance, risk and change management, executive reporting, and vendor coordination. Managed customer escalations, service transitions, and continuous improvement initiatives, translating business needs into measurable service outcomes and customer value.

Owned end-to-end service delivery for enterprise customers, ensuring SLA/KPI compliance, operational stability, and customer satisfaction. Managed strategic customer relationships, risks, escalations, and service improvement initiatives across complex IT environments. Led IT projects, coordinated cross-functional teams, and delivered executive reporting. Leveraged customer feedback and performance data to drive process improvements, service excellence, and business-aligned outcomes.