Microsoft Office
Dragos Hutanu
Delivery Manager
Iasi,IS
Summary
Results-driven operations and service delivery leader with extensive experience managing large, cross-functional teams (20–100+ members) across multi-country environments. Proven track record in driving operational excellence through effective team leadership, performance management, and continuous process improvement. Skilled in stakeholder and client relationship management, ensuring SLA/KPI compliance, governance, and high-quality service delivery.
Overview
11
11
years of professional experience
2
2
Language
Work History
Delivery Director
IntelligentBee
07.2025 - 10.2025
- Ensure the timely, complete, and accurate delivery of operational and sales-related tasks.
- Efficiently plan and organize team activities to optimize available resources.
- Monitor and improve team performance by implementing best operational practices.
- Manage workflows effectively, identifying automation and optimization opportunities.
- Actively participate in process improvement, proposing innovative solutions for efficiency.
- Oversee performance reporting and provide actionable insights for business objectives.
- Continuously assess task execution quality and identify areas for improvement.
- Utilize agile methodologies and digital tools for effective project management.
- Lead continuous improvement initiatives within operational processes.
- Anticipate operational risks and implement preventive measures to avoid bottlenecks.
- Analyze the impact of decisions on team efficiency and customer satisfaction.
- Leverage data and reports to identify growth opportunities and process optimization.
- Participate in professional development sessions to refine expertise.
- Create operational procedures and guidelines to standardize workflows.
SDM Team Manager
HCL Tech
02.2022 - 07.2025
- Lead and mentor EMEA Service Delivery Managers, overseeing multi-country service operations supporting enterprise clients.
- Improved overall SLA compliance through enhanced governance, KPI tracking, and proactive issue management.
- Delivered 10–20% operational cost efficiencies by optimizing resource allocation, capacity planning, and scheduling.
- Partner with Client Account Delivery Managers to ensure service readiness for new and expanding business, supporting year-over-year account growth.
- Implemented structured change management and acceptance-into- service processes, reducing service disruption incidents.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
Operations Manager
Conduent
07.2020 - 02.2022
- Leading a team of 100+ members;
- Facilitates Governance calls; involved in status tracking of improvement initiatives and cross-team coordination;
- Providing support for capacity planning;
- In charge of the financial aspects of the account: invoicing, accrual, PO management
- Ensuring all operations are carried on in an appropriate SLA-effective way
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Capability Manager
Conduent
07.2018 - 07.2020
- Leading a team of 20+ members (team leaders, associates, and analysts)
- Organize team meetings, delegate and distribute tasks in line with our utilization and SLA/KPI targets.
- Manage day-to-day interactions with the other departments in the company (e.g., IT, HR)
- Manages team admin tasks (work hours, holidays, bonuses, etc.).
- Involved in staffing (from interviews to onboarding).Set goals for direct reports and review performance against objectives.
- Implement and track performance improvement plans to enhance team effectiveness.
- Contributed to the implementation team; led the team to deliver process enhancements and extend current services.
- Led standardization and transition of new services, improving efficiency and client satisfaction.
- Involved in tool enhancements (workflow design, tool testing, Dev Team feedback)
- Serve as the SME and escalation path for in-scope processes.
- Monitored key metrics and service delivery; reporting results to higher management and the client
- Manage governance with the client: delivery status, SLAs, KPIs, analysis, and actions.
- Organize weekly meetings to discuss and assess client requirements for various processes and services.
- Manage client escalations and effectively manage client expectations.
Training Administrator
Conduent
04.2015 - 07.2018
- Managing the Learning Management System (LMS) for client systems, handling daily requests, and maintaining communication via email.
- Interacting with third parties for accommodation and training materials, and managing logistics for training events.
- Creating and modifying training programs, scheduling forecasts, and analyzing training data.
- Customer Communication: Assisting clients with intake forms, managing classroom facilities, and generating learning reports. This role emphasizes a team-oriented approach and offers career growth opportunities within a supportive work environment.
Education
Public Administration
University Al. I. Cuza
Iasi 04.2001 -
Skills
Service Delivery & Operations Management
Team Leadership & People Development
Stakeholder & Client Relationship Management
SLA / KPI Performance Management
Process Improvement & Continuous Optimization
Capacity Planning & Resource Allocation
Change Management & Service Transition
Data Analysis, Reporting & Insights
Financial Management (Budgeting, Invoicing, POs)
Training & LMS Administration
Software
Confluence
Jira
SAP LMS
Cornerstone
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
Romanian
Bilingual or Proficient (C2)
Timeline
Delivery Director
IntelligentBee
07.2025 - 10.2025
SDM Team Manager
HCL Tech
02.2022 - 07.2025
Operations Manager
Conduent
07.2020 - 02.2022
Capability Manager
Conduent
07.2018 - 07.2020
Training Administrator
Conduent
04.2015 - 07.2018
Public Administration
University Al. I. Cuza
04.2001 -