Ana-Maria Puscasu
SERVICE DELIVERY MANAGER
Iasi
Summary
A dedicated manager with the ability to obtain outstanding results in a challenging environment. A skilled and effective customer service professional with over 4 years supervisory experience and 3 years in service management.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
4
4
Languages
Work History
Service Delivery Manager
Atos
07.2023 - Current
- As a Service delivery manager i am focused on added value for the customer, responsible for all aspects of Service Management (e.g., Incident, Problem, Change, Config, Capacity, Availability) and main point of contact for internal of customer escalations escalations:
- Building and maintaining a strong customer relationships by improving services delivered, in order to maintain customer satisfaction
- Responsible for identifying customer needs and oversees the service delivery within the business context
- As an SDM my role is to actively identify/resolve risks, create RAA, gain RAA approval, issue risk letters when required; involved in Security Management ((e.g., patching), Compliance (e.g., backup)
- I am involved in Monthly patching actions and helps to coordinate this action with the Patching Coordinator
- Participating in critical Changes and Major incidents ensuring effective communication between client and Atos resolution teams
- Ensuring the daily relationship with the customer by monitoring production, needs, action plans, and service indicators (SLA and KPI)
- Leading and preparing several committees with customers: Technical Committee (CoTech), Global Com Oper
- Acting as mediator/coordinator of the different teams – Atos - Client – 3rd parties, daily or in critical situations; participates in scheduled meetings with vendors/3rd parties
- Active involvement in projects and VABE process lead by PM (weekly and even daily on occasions), and act as Project manager and/or coordinator for small projects, representing the customer within the organization
- Follow-up financial picture of service delivery, focusing of cost-effectiveness of the covered services
- Coordinating complex tickets, complex Priority 1 incidents, or Major Incidents by ensuring an efficient coordination of Atos delivery teams and if necessary, also ensuring a clear communication for the customer
- Acting as a level 2 escalation point in the Operational Escalation process, after Operational coordinators, Workplanners, etc
Customer Service Manager
Atos
11.2021 - 07.2023
- As a Customer Service Manager, I was responsible for the following:
- Responsible for the services delivered end-to-end to the customer (with a focus on the main ITIL processes Incident, Change, Problem, Configuration)
- Representing the Delivery teams within the project governance and responsible for the delivery of the service
- On a process level, as CSM I was accountable for the process application within the Delivery teams of my customer specific subsidiaries
- Reinforcing the application of processes on the operational teams when needed
- Leading the Customer Daily meeting, leading several process related committees (Operational review) with focus on Incidents, Changes, Problems and their backlog trends, distribution, different hot topics raised by the customer
- Managing the critical escalations from the customer by coordinating complex Priority 1 incidents, Emergency and Urgent changes, Problem tickets of priority 1 and their related root cause analysis (RCAs)
- Performing a daily follow up of the RUN activities of my customer specific subsidiaries
- Participating actively on the CAB meetings and having the authority to approve changes
- Acting as a level 2 escalation point in the Operational Escalation process, after Operational coordinators, Workplanners, etc
Team Leader
SCC SERVICES
02.2017 - 10.2021
- As a back office Team Leader i have provided encouragement to team members including communicating team goals and identifying areas for new training skill checks, assisting management with hiring processes and new team member training, overseeing team member work for quality and guideline compliance, capacity planning, generating and sharing comprehensive and detailed reports about team performance, mission-related objectives and deadlines
Education
Master Degree - Translation and Terminology (French/English)
Alexandru Ioan Cuza
10.2012 - 07.2014
Skills
- IT Services
- Incident Management
- IT Service Delivery Management
- Customer Service
- Shared Services / BPO
- People Management
- MS Excel
- MS Office
- MS Outlook
- MS Word
- MS Teams
Roles
- Customer Service Management
- Service Delivery Manager
Assignments
- 07/03/23, 07/01/24, Safran, Service Delivery Manager, Service Delivery Manager
- 11/01/21, 07/01/23, Safran, Customer Service Management, Customer Service Management
Timeline
Service Delivery Manager
Atos
07.2023 - Current
Customer Service Manager
Atos
11.2021 - 07.2023
Team Leader
SCC SERVICES
02.2017 - 10.2021
Master Degree - Translation and Terminology (French/English)
Alexandru Ioan Cuza
10.2012 - 07.2014
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