As an IT Service Delivery Manager, I introduced and implemented a value-based IT Service Management process using ITIL best practices, which reduced unplanned outages by 40% and increased user satisfaction.
Advised users on IT Services and outsourcing solutions, identified and processed user requirements, and prepared solution proposals.
Matured the existing service request management to be more organized at service and incident request levels.
Collaborated closely with my Head of IT to understand and define precise requirements for new services that aligned with business needs.
Monitored and analyzed service provision, efficiently planning incident and problem management processes to restore services swiftly and manage IT changes effectively.
Managed Project Governance for IT Outsourcing Projects on InfoSec, compliance clearance, and legal practices.
Contributed to the continuous improvement of Global IT Operations, business processes, and the maturation of the ITSM practice portfolio, capabilities, and best practices.
By the end of my career at PPRO, managed to outsource IT Service Desk globally by bringing a team of 12 for Global IT Support in different time zones to provide 24/7 support for 600+ end users in the Americas, Europe and Asia Pacific regions.
PPRO Holding GmbH
Munich
2 years 11 months
2017-05 - 2020-03
Team Leader IT Service Desk
Team Leader IT Service Desk
Team Leader IT Service Desk
Managed day-to-day IT Service Desk operations with the team and development of services we offered at Global IT.
Ensured and optimized a high level of service with a cost-benefit ratio for our services.
Lead IT technical projects globally with suppliers and partners, managing & monitoring project tests and milestones.
Prepared decision memos and technical project reports for the executive board.
Enabling team to collaborate with other technical professionals (DevOps especially)
Managed Budgeting for the IT Service Desk on annual projects and operations
Reviewed SLAs and reports in day-to-day operations every month and reported to senior management.
Incorporation with the HR team worked on building job descriptions and posting job opportunities for IT Service Desk Analysts.
PPRO Holdings GmbH
1 year 4 months
2016-01 - 2017-04
Managed project introducing cloud-based video conferencing
Systems Administrator
Systems Administrator
Managed Corporate IT infrastructure service operations for our global offices and reporting.
Managed project introducing cloud-based video conferencing StarLeaf solutions for offices in London, Munich, Cologne, Sibiu, and Gibraltar.
Upgrading current corporate network infrastructure with Cisco Layer 2 and 3 networks. Implementing Cisco Wireless network solutions.
PPRO Holdings GmbH
4 months
2015-10 - 2016-01
Supporting and training first-line support engineers
Senior Systems Engineer
Senior Systems Engineer
My primary responsibility is to ensure a smooth operation of the data, voice, and video network at our customer premises ESO headquarters in Munich, Germany, and for observatories in Chile.
Supporting and training first-line support engineers on ESO IT infrastructure and troubleshooting incidents.
Prepared monthly and yearly reports related to network and unified communications.
Comarch AG
9 years 7 months
2006-03 - 2015-09
Managed projects introducing a network monitoring system
System and Network Engineer
System and Network Engineer
Managed network and unified communications infrastructure at ESO headquarters in Munich, Germany, and for observatories in Chile.
Managed projects introducing a network monitoring system with WhatsUp Gold, Datacenter upgrade to Cisco Nexus, and a video conference upgrade to Cisco Telepresence
Managed customer service operations and requests related to network and unified communications infrastructure.
Data Conversion Service SA, Garching bei Munich
9 months
2004-06 - 2005-02
level 1 IT support
IT Technical Support Engineer
IT Technical Support Engineer
Responsible for level 1 IT support, including managing user requests with the ticketing system and troubleshooting
OfficeTiger Lanka (Pvt.) Ltd., Colombo, Sri Lanka.
1 year 2 months
2003-05 - 2004-06
Managed and coordinated the level 1 MSN technical support team
MSN Technical Support Engineer- Team Lead
MSN Technical Support Engineer- Team Lead
HelloCorp (Pvt.) Ltd., Colombo, Sri Lanka
5 months
2003-01 - 2003-05
Provided customer support
AOL Technical Support Engineer
AOL Technical Support Engineer
Provided customer support for AOL customers in the USA.
HelloCorp (Pvt.) Ltd., Colombo, Sri Lanka
2 years 1 month
2001-01 - 2003-01
Responsible for PC hardware and software installations and troubleshooting
IT Assistant
IT Assistant
Genesis Technologies, Colombo, Sri Lanka.
Aus- und Weiterbildung
Aus- und Weiterbildung
4 years 10 months
2020-02 - now
International Master of Business Administration
Buckinghamshire New University, UK
Buckinghamshire New University, UK
1 year 7 months
2020-09 - 2022-03
PowerMBA
ThePowerMBA Insitute, Spain
ThePowerMBA Insitute, Spain
1 month
2006-12 - 2006-12
Computer Science
Bachelor of Science, Trinity College and University, USA.
Service-oriented with team-leading expertise in directing service operations and customer service initiatives to achieve business goals.
In-depth understanding of customer service experience in client-focused positions with a drive to deliver world-class customer service.
Problem solver with diverse experience in team leadership, coaching, and ensuring the team maintains customer focus
Einsatzorte
Einsatzorte
Deutschland, Schweiz, Österreich
möglich
Projekte
Projekte
3 years 8 months
2020-04 - 2023-11
IT Service Delivery Manager
IT Service Delivery Manager
IT Service Delivery Manager
As an IT Service Delivery Manager, I introduced and implemented a value-based IT Service Management process using ITIL best practices, which reduced unplanned outages by 40% and increased user satisfaction.
Advised users on IT Services and outsourcing solutions, identified and processed user requirements, and prepared solution proposals.
Matured the existing service request management to be more organized at service and incident request levels.
Collaborated closely with my Head of IT to understand and define precise requirements for new services that aligned with business needs.
Monitored and analyzed service provision, efficiently planning incident and problem management processes to restore services swiftly and manage IT changes effectively.
Managed Project Governance for IT Outsourcing Projects on InfoSec, compliance clearance, and legal practices.
Contributed to the continuous improvement of Global IT Operations, business processes, and the maturation of the ITSM practice portfolio, capabilities, and best practices.
By the end of my career at PPRO, managed to outsource IT Service Desk globally by bringing a team of 12 for Global IT Support in different time zones to provide 24/7 support for 600+ end users in the Americas, Europe and Asia Pacific regions.
PPRO Holding GmbH
Munich
2 years 11 months
2017-05 - 2020-03
Team Leader IT Service Desk
Team Leader IT Service Desk
Team Leader IT Service Desk
Managed day-to-day IT Service Desk operations with the team and development of services we offered at Global IT.
Ensured and optimized a high level of service with a cost-benefit ratio for our services.
Lead IT technical projects globally with suppliers and partners, managing & monitoring project tests and milestones.
Prepared decision memos and technical project reports for the executive board.
Enabling team to collaborate with other technical professionals (DevOps especially)
Managed Budgeting for the IT Service Desk on annual projects and operations
Reviewed SLAs and reports in day-to-day operations every month and reported to senior management.
Incorporation with the HR team worked on building job descriptions and posting job opportunities for IT Service Desk Analysts.
PPRO Holdings GmbH
1 year 4 months
2016-01 - 2017-04
Managed project introducing cloud-based video conferencing
Systems Administrator
Systems Administrator
Managed Corporate IT infrastructure service operations for our global offices and reporting.
Managed project introducing cloud-based video conferencing StarLeaf solutions for offices in London, Munich, Cologne, Sibiu, and Gibraltar.
Upgrading current corporate network infrastructure with Cisco Layer 2 and 3 networks. Implementing Cisco Wireless network solutions.
PPRO Holdings GmbH
4 months
2015-10 - 2016-01
Supporting and training first-line support engineers
Senior Systems Engineer
Senior Systems Engineer
My primary responsibility is to ensure a smooth operation of the data, voice, and video network at our customer premises ESO headquarters in Munich, Germany, and for observatories in Chile.
Supporting and training first-line support engineers on ESO IT infrastructure and troubleshooting incidents.
Prepared monthly and yearly reports related to network and unified communications.
Comarch AG
9 years 7 months
2006-03 - 2015-09
Managed projects introducing a network monitoring system
System and Network Engineer
System and Network Engineer
Managed network and unified communications infrastructure at ESO headquarters in Munich, Germany, and for observatories in Chile.
Managed projects introducing a network monitoring system with WhatsUp Gold, Datacenter upgrade to Cisco Nexus, and a video conference upgrade to Cisco Telepresence
Managed customer service operations and requests related to network and unified communications infrastructure.
Data Conversion Service SA, Garching bei Munich
9 months
2004-06 - 2005-02
level 1 IT support
IT Technical Support Engineer
IT Technical Support Engineer
Responsible for level 1 IT support, including managing user requests with the ticketing system and troubleshooting
OfficeTiger Lanka (Pvt.) Ltd., Colombo, Sri Lanka.
1 year 2 months
2003-05 - 2004-06
Managed and coordinated the level 1 MSN technical support team
MSN Technical Support Engineer- Team Lead
MSN Technical Support Engineer- Team Lead
HelloCorp (Pvt.) Ltd., Colombo, Sri Lanka
5 months
2003-01 - 2003-05
Provided customer support
AOL Technical Support Engineer
AOL Technical Support Engineer
Provided customer support for AOL customers in the USA.
HelloCorp (Pvt.) Ltd., Colombo, Sri Lanka
2 years 1 month
2001-01 - 2003-01
Responsible for PC hardware and software installations and troubleshooting
IT Assistant
IT Assistant
Genesis Technologies, Colombo, Sri Lanka.
Aus- und Weiterbildung
Aus- und Weiterbildung
4 years 10 months
2020-02 - now
International Master of Business Administration
Buckinghamshire New University, UK
Buckinghamshire New University, UK
1 year 7 months
2020-09 - 2022-03
PowerMBA
ThePowerMBA Insitute, Spain
ThePowerMBA Insitute, Spain
1 month
2006-12 - 2006-12
Computer Science
Bachelor of Science, Trinity College and University, USA.