Asen Kanchev
Service Delivery Manager
Sofia
Summary
- Extensive experience managing people, including coaching and mentoring
- Ability to drive customer engagement and alignment across internal and external stakeholders
- 12+ years of project management experience
- 10+ years of ITSM experience
- ITIL 4 Managing Professional
- Solid skills in influencing and motivating teams
- Hands-on experience in solution design
- Technical background in Microsoft Servers Technology
- Experience working in virtual multi-cultural teams Experienced Service Management professional with a demonstrated history of working in the information technology and services industry. Skilled in Business Process Improvement, Service Delivery, Customer Relationship Management, IT Service Management, and ITIL.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
5
5
Certifications
3
3
Languages
Work History
Service Delivery Manager
Energize Global Services Bulgaria
04.2023 - Current
Service Delivery Manager
Atos
04.2022 - 04.2023
Service Level Manager and Reporting On-boarding Lead
DXC Technology
04.2017 - 04.2022
- Responsible for the end-to-end implementation of infrastructure, tools and scripts that will allow the provision of the required SLA and operational reporting for ES Managed accounts, for the on-boarding of towers specific SLAs and reports and for the implementation of HPE standard and custom SLM and Reporting processes
- Full SLM and Reporting On-boarding Project Management - IT2P creation, tracking and fulfillment
- Identification of SLM and Reporting On-boarding Project scope, risks, dependencies and solution gaps
- Contractual ITO - related FMO reporting requirements collection & gap analysis
- Attend internal and client meetings when required
- Support Customer and Supplier relationships
- Stakeholder management - establish and maintain strong working relationships with high management and process owners
- Develop L4 SLM and Reporting process documentation; define customer/HPE process touch-points, R&R mapping, process KPIs, process specific templates and forms
- Provide SLM and Reporting and ITSM Subject Matter Expertise for Process Engineering and Operational Improvement by providing analysis, design, and project support
- Develop process training material and deliver trainings to HPE shared delivery organization (Global Delivery Centers) and Account Support Teams for established ITSM processes in new accounts
- Setup of Service Level and other contractual reports - SRA and towers specific
- Coordination of data collection agents' deployment
- Follow up on development teams deliverables
- Validation of the end to end report production process
- Handover of the reporting solution to support teams
- Fulfill all QMS project documentation requirements
- Contribute to the development of the SLM and Reporting On-boarding Team by adding value to process and tools improvements, automation and development where possible
Service Level Manager and Reporting On-boarding Lead
Hewlett Packard Enterprise
10.2015 - 04.2017
Team Manager for Microsoft
Convergys
01.2013 - 09.2015
- Responsible for Microsoft CTS Platform and Core Professional Support Team
- Ensuring the highest levels of customer satisfaction and business excellence
- Responsible for the end to end workflow of technical solutions to Enterprise Microsoft customers and partners
- Ensuring that operational, quality and customer satisfaction targets are consistently met or exceeded
- Managing and distributing the workload, ensuring the highest quality standards by monitoring and providing feedback to the workgroup
- Managing team availability or individual performance management
- First point of contact on any case related communications
- Responsible for distribution and lifecycle of all incoming customer requests
- Accountable for quality and efficiency aspects of each customer case; responsible for operational metrics and processes related to the workflow: Case Age, Backlog, Case/Phone SLA, Process adherence, Customer Sat, Review; Close a case as good as possible and as quick as possible
- Works with a team of technical (LI and L2/Tech Leads) and non-technical staff in a senior capacity
- Responsible for the right staffing and availability
- Provides inputs for action plans to SDM (Service Delivery Manager)
- Provides input for performance reviews to SDM issues; Attending and leading technical workshops with superior level of support
Microsoft Exchange Server Senior Engineer with French and English - second level of support
Hewlett-Packard
07.2012 - 12.2012
- Administrating, deployment and troubleshooting Microsoft Exchange Server 2003, 2007 and 2010, Windows Server 2003, 2008, 2012 and Active Directory related issues; establishing remote sessions in order to resolve technical problems on customer's environment; helping Product Lead in organizing and prioritizing tasks; mentoring new employees; troubleshooting Outlook 2007 and Outlook 2010 technical issues; attending and leading technical workshops with superior level of support
Supervisor
Sutherland Global Services
05.2010 - 07.2012
- Managing and supervising a team of 16 associates
- Maintaining all the team's metrics as per the client's contract (CSAT, Service Level, Average Handling Time, Shrinkage)
- Analysing customers satisfaction and dissatisfaction surveys
- Identifying potential and on-going issues and providing real-time solutions
Associate
Sutherland Global Services
06.2008 - 06.2010
Education
Master - International Relations, European Law, French, English, International Relations, Negotiations, Protocol
Sofia University St. Kliment Ohridski
01.1998 - 01.2003
Skills
Service Delivery
Project implementation
ITIL framework
Customer engagement
Operations support
Workload management
Client relationships
Data analytics
Incident investigation
Certification
ITIL Intermediate Certificate in IT Service Design
Timeline
Service Delivery Manager
Energize Global Services Bulgaria
04.2023 - Current
Service Delivery Manager
Atos
04.2022 - 04.2023
Service Level Manager and Reporting On-boarding Lead
DXC Technology
04.2017 - 04.2022
Service Level Manager and Reporting On-boarding Lead
Hewlett Packard Enterprise
10.2015 - 04.2017
Team Manager for Microsoft
Convergys
01.2013 - 09.2015
Microsoft Exchange Server Senior Engineer with French and English - second level of support
Hewlett-Packard
07.2012 - 12.2012
Supervisor
Sutherland Global Services
05.2010 - 07.2012
Associate
Sutherland Global Services
06.2008 - 06.2010
Master - International Relations, European Law, French, English, International Relations, Negotiations, Protocol
Sofia University St. Kliment Ohridski
01.1998 - 01.2003
Similar Profiles
Lusine AbrahamyanLusine Abrahamyan
Business Analyst at Energize Global Services/WorldlineBusiness Analyst at Energize Global Services/Worldline
Venelin MinkovVenelin Minkov
Service Level Manager at UNIQA Software Services BulgariaService Level Manager at UNIQA Software Services Bulgaria
Tsvetan PopadiynTsvetan Popadiyn
Team Leader at Concentrix Services BulgariaTeam Leader at Concentrix Services Bulgaria