Adriana Ivanova
Project / Program Manager
Sofia
Summary
Strategic and results-driven Program Manager with 15+ experience leading global initiatives across business process outsourcing, pharmaceuticals, and IT services. Proven ability to deliver multimillion-dollar programs on time and within budget while driving cross-functional collaboration, stakeholder alignment, and team performance. Committed to continuous improvement and delivering business value through agile leadership, data-driven decision-making, and a client-centric approach.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
Team Manager
Soitron
10.2021 - 04.2025
- Successfully managed a team of ~20 project managers, both junior and senior, through a servant leadership approach
- Led employee relations through effective communication, coaching, training, and development.
- Owned business reporting, internally and to end customer alike
- Improved team productivity and engagement by implementing structured coaching plans and quarterly performance reviews, resulting in a 20% increase in output quality.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
Global Program Manager
Soitron
05.2019 - 09.2023
- Directed 6 global programs (2–4 years each), delivering all on schedule and within budget while driving continuous improvements in delivery and reporting frameworks.
- Worked with remote and local project managers to oversee execution of projects within the program
- Owned overall schedule, scope, budget and PnL
- Created and managed the baseline for program roll-out; managed risks, issues, and escalations
- Carried overall accountability for program execution
- Met tight deadlines to satisfy client demands and project timelines.
- Mentored and led new employees to enhance program production.
- Evaluated the performance of global programs against key performance indicators, adjusting strategies as needed to achieve desired outcomes.
- Engaged with customers, partners and constituent groups to create positive, trusting and professional relationships.
- All programs completed within the schedule and allocated budget
Project Manager
Soitron
10.2018 - 05.2019
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Monitored project performance to identify areas of improvement and make adjustments.
- Met project deadlines without sacrificing build quality or workplace safety.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
Client Manager
C3i Solutions (currently HCL Tech)
10.2013 - 09.2018
- I worked with 5-7 different clients: all pharmaceutical companies (CRO or Sponsor organization)
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Provided comprehensive reports on account performance, offering insight into areas of improvement and potential growth opportunities.
- Actively participated in SOW negotiation and signature process; implementation of contracted services and smooth transition to operations; ensure operations meet client criteria and contractual SLA; active participation in internal and external audits
- I successfully implemented and transitioned to operations a medical emergency hotline and IRT system support desk
Assistant Client Manager
C3i Solutions (currently HCL Tech)
03.2009 - 09.2013
- Assisted and acted as a back-up of Sr Client Manager
- I worked directly with 3 clients from the pharmaceutical industry
- I owned end-to-end administrative functions of service delivery and ensured operations meet contractual SLA
- Streamlined communication with clients, ensuring prompt responses to inquiries and requests.
- Monitored project timelines to guarantee timely completion of tasks and deliverables for clients.
- Facilitated client meetings, contributing valuable insights and fostering a collaborative environment for problemsolving.
Client Support Coordinator/Subject Matter Expert
C3i Solutions (currently HCL Tech)
11.2007 - 03.2009
- Achieved 98% client satisfaction through proactive issue resolution, transparent reporting, and consistent delivery of service excellence.
- Coordinated efforts among various departments to ensure timely resolution of complex client issues.
- Collaborated with cross-functional teams to address client needs and implement solutions effectively.
- Maintained up-to-date knowledge of industry trends, providing informed recommendations for client success.
- Conducted regular follow-ups with clients to ensure their ongoing satisfaction and address any concerns promptly.
- Managed high-pressure situations with clients, maintaining a calm demeanor and professional attitude throughout the resolution process.
Education
Bachelor - Social Pedagogy
Sofia University "St. Kliment Ohridski"
Sofia, Bulgaria 01.2001 - 01.2006
Skills
Project & Program Management: Project lifecycle, Budget management, Risk & issue management, Agile & Waterfall methodologies
Certification
Project Management Institute, PMP
Communication Skills
I am an excellent communicator and throughout my work experience, I have always been able to establish a relationship of mutual trust, even with the most demanding customer. I have managed to transform client's dissatisfaction into satisfaction on multiple occasions.
Leadership Experience
I believe in servant leadership and this is what I have always practiced with the members of my team. The team I currently manage maintains high performance, exhibits high motivation and loyalty to our employer.
Timeline
Project Management Institute, PMP
05-2025
International Six Sigma Institute, Six Sigma Green Belt
01-2025
International Scrum Institute, Accredited Scrum Master Certification
11-2024
Team Manager
Soitron
10.2021 - 04.2025
Global Program Manager
Soitron
05.2019 - 09.2023
Project Manager
Soitron
10.2018 - 05.2019
Client Manager
C3i Solutions (currently HCL Tech)
10.2013 - 09.2018
Assistant Client Manager
C3i Solutions (currently HCL Tech)
03.2009 - 09.2013
Client Support Coordinator/Subject Matter Expert
C3i Solutions (currently HCL Tech)
11.2007 - 03.2009
Bachelor - Social Pedagogy
Sofia University "St. Kliment Ohridski"
01.2001 - 01.2006
Similar Profiles
Vyara AsenovaVyara Asenova
PMO Coordinator at Soitron BulgariaPMO Coordinator at Soitron Bulgaria
Suzana PetkovaSuzana Petkova
Enterprise Resources Planning Consultant at BALKAN SERVICESEnterprise Resources Planning Consultant at BALKAN SERVICES
Trayan KalnakovTrayan Kalnakov
Accountant at SynergycAccountant at Synergyc