Andrei Sima
Lead Service Delivery Manager
Bucuresti
Summary
Seasoned Lead Service Delivery Manager at ATOS IT Services and Solutions, adept in Major Incident Management and ITIL processes, with a proven track record in enhancing client satisfaction through effective people management and process improvement. Excelled in fostering customer relationships and achieving key KPIs, demonstrating accountability and resilience under pressure.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Lead Service Delivery Manager
ATOS IT Services And Solutions
06.2022 - Current
- Operational Lead over the service delivery, service management and operational assurance (process owner) areas of the account.
- Team management and day-to-day operational coordination over several teams of Service Delivery Managers (SDMs), Customer Service Managers (CSMs), Process area, Monitoring area, patching, comprised of 30+ persons, from 3 countries.
- Responsible for the objectives setting and evaluations for each team, promotions, identifying the needs for mobilities, organizing interviews, training plans, creating dedicated setups during crisis, etc.
- Owner of the Manager on duty (oncall) process and acting as a 2nd escalation level within the Account Service Team during high priority escalations or Major incidents.
- Process owner for the Incident (including Major incidents), Change, Problem, Configuration, Capacity and responsible for the coordination, process evolutions and for the customer process specific committees.
- Accountable for the achievement of all client KPIs and contractual obligations, the application of standard processes and guaranteeing compliance with service level commitments (SLA) on account level.
- Identifying and implementing improvement points, cross-level on process and on team organization level.
- Owner of several committees with the Atos AST and the customer, providing an overall status on the delivery level.
- Working hand-in-hand with the Heads of operations, Account Executive, Global SDM, being part of the Account Service Team (AST) and focusing on bringing added value for the customer.
Lead Service Manager
ATOS IT Services And Solutions
05.2021 - 06.2022
- Daily operational coordination of a dedicated team of customer service managers (CSMs) of a 15+ members, ensuring the smooth delivery of end-to-end services to the customer.
- Acting as an escalation point within the Account Service Team during high priority escalations (Major Incidents, P1 incidents, emergency and urgent changes, P1 Root Cause analysis)
- Optimizing workflow processes (incident, change, problem, configuration) within the department, reducing bottlenecks that could negatively impact client satisfaction rates.
- Owner of several customer and internal meetings and committees with focus on Incidents, Changes, Problems and their backlog trends and distribution.
- Proposing and implementing improvement points and actions on both service and team organization level.
- Team management related activities, including: creation of specific objectives and bi-yearly evaluation, hiring interviews, internal team planning and validation, creation of dedicated internal training plans, mentorship and training, etc.
Major Incident Manager
Atos IT Solutions And Services A/S
10.2019 - 05.2021
- Responsible to handle and own all Major Incidents with a focus on French accounts.
- Responsible for establishing, leading and closing Technical and / or Management Bridges, as required.
- Acting as a liaison with the management level, Technical Experts and technical engineers (or support teams) to ensure the swift resolution of Major Incidents within SLA targets.
- Responsible for communications to all impacted stakeholders including Company Leadership.
- Creating and documenting post Major Incidents reports (MIR).
- Supporting Problem Management in follow-up or in Root Cause Analysis, with a focus on Major incidents and priority 1 Incidents, with production or financial customer impact.
Process Manager - Incident Management
Atos IT Solutions And Services A/S
04.2017 - 09.2019
- Execution of incident management tasks in adherence with global and local requirements.
- Coordination and management of incident management activities across global delivery and with external suppliers to agreed global and local SLAs.
- Working together with Global and Regional Process Owners in driving Service management best-practice and ITIL process standardization.
- Designing of process specific awareness sessions and trainings for Delivery Teams.
Incident Manager
Groupe Renault
03.2015 - 02.2017
- Supervising and coordinating resolution processes of IS/ IT Incidents on Black Sea (Romania, Bulgaria, Turkey) perimeter.
- Improving quality of IT Assistance Chain in resolution time of incidents on Black Sea (Romania, Bulgaria, Turkey) perimeter.
- Supervising and improving by action plans reactivity and efficiency of Help Desk Team for Group Renault Romania perimeter.
- Local Administrator and Local Correspondent for France teams for main used application and data base of IS/IT Incidents.
Team Leader Help Desk IT
Groupe Renault
03.2012 - 01.2015
- Daily Management of the Help Desk IT team of the Groupe Renault Romania.
- Produce and analyse key activity indicators on daily and monthly basis.
- Analyse performance and identify progress plans (for processes).
- Manage client conflicts and solve problems that may appear and involve the team.
- Holding annual performance reviews for each of the team members.
Help Desk IT Consultant
Groupe Renault
9 2010 - 2 2012
Internship
Groupe Renault
3 2010 - 7 2010
Education
Master's Degree - The Management of The Human Resources
Faculty Of Economical Studies
10.2013 - 07.2015
Bachelor Degree - Foreign Languages And Literatures
Philology Faculty – Foreign Languages
10.2007 - 07.2010
Skills
- Major Incident Management
ITIL processes (Incident, Change, Problem, Configuration, Capacity))
People management
Responsible, Able to work under pressure, Accountable
Customer Relationship Management (CRM)
Certification
Foreign policy and diplomacy - Certificate of graduation - The Romanian Institute of Diplomacy, Ministry of Foreign Affairs, Bucharest, Romania. Issued Sep. 2015. Number 5749112016
Timeline
Lead Service Delivery Manager
ATOS IT Services And Solutions
06.2022 - Current
> ITIL® Foundation Certificate in IT Service Management - AXELOS Global Best Practice GR750368262SA
10-2021
Lead Service Manager
ATOS IT Services And Solutions
05.2021 - 06.2022
Major Incident Manager
Atos IT Solutions And Services A/S
10.2019 - 05.2021
Atos "Team Leader Curriculum 3.0" - Bronze Ribbon
06-2019
Process Manager - Incident Management
Atos IT Solutions And Services A/S
04.2017 - 09.2019
Foreign policy and diplomacy - Certificate of graduation - The Romanian Institute of Diplomacy, Ministry of Foreign Affairs, Bucharest, Romania. Issued Sep. 2015. Number 5749112016
09-2015
Incident Manager
Groupe Renault
03.2015 - 02.2017
Master's Degree - The Management of The Human Resources
Faculty Of Economical Studies
10.2013 - 07.2015
Team Leader Help Desk IT
Groupe Renault
03.2012 - 01.2015
Bachelor Degree - Foreign Languages And Literatures
Philology Faculty – Foreign Languages
10.2007 - 07.2010
Help Desk IT Consultant
Groupe Renault
9 2010 - 2 2012
Internship
Groupe Renault
3 2010 - 7 2010