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
Team Leadership: Coaching & mentoring, Servant leadership, Performance management
Stakeholder Management: Client communication, Vendor management, Reporting & governance
Process & Strategy: Business analysis, Process optimization, KPI tracking, Continuous improvement
Tools: MS Project, SmartSheet
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