OTESCU Gloria
IT Services Leadership And Management
Timișoara
Summary
Dynamic leader with a proven ability to steer global IT service organizations through periods of growth, transformation, and operational excellence. Expertise in driving revenue expansion and optimizing profitability while cultivating high-performing teams in challenging environments. Skilled in articulating long-term visions, aligning diverse stakeholders, and implementing data-driven strategies that thrive in complex, rapidly evolving markets. Recognized for strong governance practices, effective communication with boards and investors, and a steadfast commitment to sustainable, customer-centric value creation.
Overview
17
17
years of professional experience
5
5
Certifications
3
3
Languages
Work History
Senior Project Manager
Infosys
09.2022 - Current
- Lead a complex, multi-year Automotive project.
- Adapted quickly to unexpected challenges or obstacles encountered during project execution, devising creative solutions without compromising objectives.
- Maintained schedules to meet key milestones at every project phase.
- Translate business objectives into a scaled operating model and measurable outcomes, establishing rigorous governance, risk management, and stakeholder cadence.
- Own enterprise Windows File Services for 160,000 users; >€360K/year run-rate savings; 170+ FTE global team; sustain 5/5 CSAT
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Developed strong relationships with clients, resulting in increased repeat business and referrals.
IT Service Delivery Manager
Concentrix
07.2018 - 09.2022
- Directed a 40+-client (~6,000 seats) global portfolio, aligning cloud/infrastructure delivery to business goals.
- Built ITSM governance and proactive monitoring to protect availability and continuity; sustained 99% CSAT and 99% change success across programs.
- Partnered with executives to translate priorities into technology roadmaps and measurable service outcomes.
- Led cross-functional teams in executing complex infrastructure projects, resulting in improved network performance and security.
Helpdesk Team Manager
Concentrix
07.2015 - 07.2018
- Built and led a high-performing Service Desk with ITIL-aligned governance, end-to-end SLA stewardship, and robust incident/problem/change practices.
- Implemented SOPs, strengthened major-incident command, and matured quality controls and data-driven coaching.
- Improved service reliability, customer experience, and audit readiness while partnering with L2/L3 resolver groups
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
Team Lead
Infosys BPO
08.2013 - 07.2015
- Led a 15+ FTE frontline operation; overachieved SLAs/KPIs and individual sales targets via governance, WFM/queue management, and data-driven coaching.
- Built a scalable operating model with QA, reporting, and process/platform improvements; sustained high CX, efficiency, and compliance while developing talent.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Senior Process Executive
Infosys BPO
04.2013 - 08.2013
- Ran frontline support for a phone manufacturer, combining disciplined case management, escalation governance, and customer education to maintain CX and efficiency KPIs.
- Drove adherence to CSAT, AHT, availability, and schedule metrics through rigorous logging, triage, clear communications, and accurate documentation to reduce repeat contacts.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
IT Project Coordinator
Softcon IT Services
12.2011 - 04.2013
- Coordinated an international software development team; enabled ITSM-aligned Incident/Problem/Change processes for predictable delivery and quality.
- Built training and governance, interfaced L2/L3, and instituted RCA quality controls—improving reliability, stakeholder confidence, and audit readiness.
- Implemented agile methodologies to increase adaptability and responsiveness to changing requirements.
Change Coordinator
Siemens IT Solutions
07.2011 - 12.2011
- Owned end-to-end enterprise change governance for major internal customers—coordinated change requests from intake to closure, orchestrated sub-projects, and safeguarded delivery against time, cost, and quality commitments.
- Ran disciplined CAB routines, strengthened risk/impact controls, and produced executive-ready reporting and lessons learned to improve reliability, compliance, and stakeholder confidence.
Helpdesk agent
Bosch Communication Centre
01.2011 - 07.2011
- Delivered frontline B2B support across Outlook/Office, SAP R/3 (basic), and Windows with disciplined ticket hygiene, SLA adherence, and CSI governance.
- Ensured accurate logging and escalation, delivered SAP R/3 Basis training, and produced monthly CSI reporting to drive transparency and continuous improvement.
Helpdesk agent
Continental Automotive
07.2009 - 01.2011
- Provided enterprise support (Lotus Notes, Office, SAP R/3, Active Directory) using remote tools to minimize downtime and protect SLAs.
- Maintained rigorous ticketing, escalation, and access governance to reduce repeat incidents and ensure audit-ready documentation.
Education
Masters - Strategic Communication and Advocacy in the Digital Society
Politehnica University
Timișoara, Romania07-2027
Bachelor - Communication and Public Administration
Politehnica University
Timișoara, Romania01.2009
Skills
Strategic executive leadership
Client satisfaction management
Organizational development
Workforce capacity management
Data-driven business analysis
IT management and delivery
Operations management
Client relationship building
Service delivery
Organizational leadership
Planning and execution
Strategic planning
Certification
Authorized translator and interpret German/Romanian, Ministry of Justice – Romania
Timeline
Senior Project Manager
Infosys
09.2022 - Current
IT Service Delivery Manager
Concentrix
07.2018 - 09.2022
Helpdesk Team Manager
Concentrix
07.2015 - 07.2018
Team Lead
Infosys BPO
08.2013 - 07.2015
Senior Process Executive
Infosys BPO
04.2013 - 08.2013
IT Project Coordinator
Softcon IT Services
12.2011 - 04.2013
Change Coordinator
Siemens IT Solutions
07.2011 - 12.2011
Helpdesk agent
Bosch Communication Centre
01.2011 - 07.2011
Helpdesk agent
Continental Automotive
07.2009 - 01.2011
Bachelor - Communication and Public Administration
Politehnica University
Masters - Strategic Communication and Advocacy in the Digital Society
Politehnica University