Dumitru Căprucean

Delivery Lead in an outsourcing software development company, working across multiple client projects and industries including financial services, construction equipment, HR, legal services, technology, and healthcare.

Managed Agile delivery and team performance across projects of varying scale, from small cross-functional teams to large client engagements involving up to 30 engineers.

• Acted as Scrum Master for Agile teams of 2–10 engineers, facilitating Scrum events (Sprint Planning, Daily Stand-ups, Reviews, Retrospectives) and supporting predictable delivery;
• Helped teams remove impediments and delivery blockers, enabling continuous progress throughout the sprint ;
• Worked with Product Owners, Business Analysts and technical teams to maintain backlog clarity, sprint goals, and delivery priorities;
• Supported teams in continuous improvement through retrospectives and Agile practices;
• Managed engagements involving up to 30 outsourced engineers, focusing on team engagement, resourcing, and client governance;
• Acted as line manager for engineers across assigned projects, conducting regular 1:1s, performance reviews, and coaching;
• Worked closely with clients through governance meetings to address resourcing, skills requirements, and operational issues;
• Managed delivery risks including resource shortages, productivity challenges, and team transitions.

Service Manager responsible for enterprise backup services across six customers within the Cloud Enterprise Solutions (CES) practice.
Scope & responsibilities:

• Served as the single point of contact for backup services in the Account Service Team.
• Coordinated backup changes, including upgrades and patching, and facilitated vendor data center access
• Monitored service health, tickets, incidents, and RCA activities
• Managed backup capacity and prepared monthly service reports and invoicing
• Ensured SLA awareness, process compliance, and audit readiness
• Maintained service documentation, RACI, schedules, and retention policies

Managed application hosting services (AHS) - applications, infrastructure, databases, SAP - for enterprise customers including Safran and adidas AG, with a focus on ensuring seamless service delivery for Safran Aircraft Engines.

Scope & responsibilities:

• Acted as primary liaison for AHS tower service activities, ensuring efficient service delivery.
• Coordinated technical teams to ensure smooth day-to-day service delivery operations.
• Facilitated problem and change management processes, including incident management and escalations.
• Participated in service reviews and followed up on actions
• Ensured compliance with processes, security standards, and maintained high quality of CMDB, contributing to operational integrity and service reliability.
• Contributed to service onboarding and capacity/availability planning

Managed end-to-end online fieldwork and sampling projects, achieving optimal resource utilisation and on-time delivery while meeting client quality expectations.

Scope & responsibilities:

• Delivered global online fieldwork projects A–Z using proprietary member databases
• Assessed feasibility, defined timelines, and aligned strategy with Sales and Global Project Managers
• Monitored project progress, internal KPIs, and turnaround times
• Identified and mitigated risks to uphold quality standards and maintain delivery commitments.
• Advised on country-specific methodologies and sampling approaches
• Coached team members and facilitated onboarding to enhance team capability and integration.

Managed end-to-end market research projects as single point of contact, ensuring on-time and on-budget delivery while coordinating internal teams and external stakeholders.

Scope & responsibilities:

• Oversaw entire project lifecycle, coordinating from initial setup through final closure.
• Defined project plans (timeline, resources, risks, feasibility)
• Optimised channel usage, enhancing project cost management and resource allocation
• Monitored field progress and implemented corrective actions.
• Served as primary point of contact for clients, sales, and operations teams, facilitating communication.
• Ensured real-time project tracking in internal systems, facilitating timely decision-making

Scope & responsibilities

• Resolved customer complaints through analysis and effective solutions;
• Collaborated with Legal, Financial, and Sales departments to address complex situations;
• Modified clients' profiles and processed refunds.
• Elaborated official answers via fax, email or post;
• Assisted front line colleagues by offering guidance and answering queries to enhance service delivery.

• Delivered information and solutions to customers via phone, enhancing satisfaction and resolving issues efficiently;
• Addressed customers' needs, fostering a positive company image and ensuring repeat business;
• Promoted and sold company's products and services, contributing to revenue growth and customer engagement.

• Delivered business English instruction to 1st, 2nd, and 3rd year students, enhancing their communication skills for professional contexts.