BOYKO DENEV
Sofia
Summary
Offering solid experience in leadership and passion for learning and growth in complex operations, transformation and enhancing client relations.
Brings proactive approach to understanding service delivery frameworks and improving team performance.
Ready to use and develop skills in communication and project management in Service Line & Operations roles.
Knowledge of strategic planning and process optimization to deliver high-quality service outcomes.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Global IT Senior Service Delivery Leader
Louis Dreyfus Company
10.2020 - Current
- Established Global Operations organization leadership team, resulting in a 25% improvement in operational efficiency
- Responsible for Digital Operations transformation Global IT Infrastructure and Regions, managing and in a collaboration with a team of 50 infrastructure (Cloud, Network, Automation, Wintel & DB) professionals
- Built a Global Observability & Monitoring Center using SolarWinds, Grafana, Azure Mon & Prometheus with a scope of monitoring of 5000+ nodes and 300 applications
- Improved strategic workforce planning by 30% through partnering with the business on operating model improvement opportunities
- Continuous process improvement, reducing a technical dept, global patching and vulnerability management
- Removed existing barriers by establishing a Global Operations organization with a new leadership team, resulting in a 20% improvement in operational efficiency
- Partnering with the business on operating model improvement opportunities, including strategic workforce planning, talent acquisition and retention strategies
- Enhanced service delivery efficiency by implementing process improvements and streamlining workflows.
- Facilitated knowledge sharing sessions among team members to leverage their collective expertise in driving better service outcomes for clients.
- Introduced cost control measures that resulted in significant savings without compromising quality or negatively impacting client relationships.
- Strengthened communication channels within the organization by fostering open dialogue between teams, departments, and leadership levels, ultimately improving overall collaboration efforts in achieving shared objectives.
Program Manager
Alorica Inc
10.2019 - 09.2020
- Responsible for the setup, running and performance delivery project in Airline industry
- Led the program strategy, resulting in a 15% increase in operational efficiency during industry impact period
- Responsible for managing service quality assurance for a portfolio of internal and external clients
- Established a governance & provide a visibility to Executive Management regarding the program performance
- Mentored and developed middle management and support roles for improved operational excellence
- Lead the program strategy, growth & operations
- Full program P&L accountability
CTO & Founding Partner
Entrepreneur
07.2017 - 07.2019
- Enabled the company to pioneer a next generation advertising protocol & solution, resulting in a total project size of 100,000 lines of code
Program Manager
Blackboard & Proofpoint Inc at Sutherland Global Services
07.2015 - 06.2017
- Lead a multicultural team of 70+ technical professionals
- Delivering measurable performance with more than 100 KPIs, including but not limited to Quality, Efficiency, Hygiene and People metrics
- Developed Executive Business Summaries for MBR, QBR, and YBR
- Implemented KPI reporting for all business units, ensuring comprehensive performance analysis
- Increased revenue by 50% for 1 year
- Improved forecasting accuracy by 15% resulting in better decision-making and planning
Senior Operations Manager, EMEA
Cisco Systems at Sutherland Global Services
04.2014 - 07.2015
- Responsible for Global Operations in Cisco Small Business & WebEx with more than 70 technology skilled technicians
- Managing the cost efficiencies and budget for the site
- Client value added case studies, BAFO & BARFO to the clients using a feedback and ideas from the customer facing team
- Achieved a 15% reduction in operational costs by applying a balanced management approach with equal emphasis on business and people management
Operations Manager, EMEA
Cisco Systems at Sutherland Global Services
04.2012 - 03.2014
- Responsible for multinational team of 40 members in two regions, delivering technical support for Cisco Small & Medium Business
- Develop feasible action plans and tactical strategies to improve the performance based on opportunities identified
- Create a unique culture of engagement on site, driving high work morale, low attrition and healthy employee relationships
- 100% increase of the yearly revenue by increasing the scope of the business
Head of Infrastructure
Trans Telecom / Petrol Holding
05.2005 - 03.2012
- Build and run an OMC to deliver 24×7 support of the telecom infrastructure
- Led the Technical Infrastructure organization and strategic technical projects
- Process optimization of Information security management certification - ISO 27001
- Responsible for the Technical Infrastructure budged $5M
- Managed the establishment of Business Continuity & Disaster Recovery plans for the company
Linux and Windows Tech Lead
Netel & Easy Lan LTD
01.2002 - 12.2004
- Administration and Configuration of Linux & Windows servers, Wireless APs, Leased Lines, client's Routers, Firewalls Proxy servers
- Developed comprehensive documentation to facilitate knowledge sharing among team members and support long-term maintenance efforts.
- Tested and deployed scalable and highly available software products.
SAP ABAP Developer
Applied International Informatics GmbH
01.2000 - 12.2002
- Customizing and developing SAP R3 clients' modules using SAP native ABAP language
- Conducted thorough unit testing of developed components to ensure high-quality deliverables before final deployment.
- Migrated legacy systems to SAP platforms, enabling more efficient use of resources and improved functionality.
Education
Master of Science - Telecommunication Technologies
Technical University of Sofia
Sofia, BG01.2006
Bachelor of Computer Science - Technologies
Technical University of Sofia
Sofia, BG01.2005
Skills
- Design Thinking
- Strategic Management
- Adaptability
- Demand Planning
- Observability & Monitoring
- Cloud Infrastructure
- Network (Cloud & On-Prem)
- Customer satisfaction
- Excellent Communication
- Automation & Innovation
- Incident management
- Effective decisiveness
Certification
- Agile Scrum Master, 2023, Sofia, Bulgaria
- SAFe POPM, 2022, Sofia, Bulgaria
- Cisco CCNP, CCDA, CCNA - Voice & Security, 2015, Sofia, Bulgaria
- COPC (CSP Standard) Auditor, 2015, Sofia, Bulgaria
- Six Sigma - Yellow Belt, 2014, Sofia, Bulgaria
- Acme Packet / Oracle - Administration & Configuration of Session Border Controller, 2007, Burlington, MA, USA
- Acme Packet / Oracle - Troubleshooting of Session Border Controller, 2007, Burlington, MA, USA
Accomplishments
- Transformation of a support function into revenue & process agility operations
- Leveraging automation solutions to achieve an operational efficiency
- Excellence in delivering operational and financial results through service quality assurance and process improvement
Languages
Bulgarian
English
Russian
Timeline
Global IT Senior Service Delivery Leader
Louis Dreyfus Company
10.2020 - Current
Program Manager
Alorica Inc
10.2019 - 09.2020
CTO & Founding Partner
Entrepreneur
07.2017 - 07.2019
Program Manager
Blackboard & Proofpoint Inc at Sutherland Global Services
07.2015 - 06.2017
Senior Operations Manager, EMEA
Cisco Systems at Sutherland Global Services
04.2014 - 07.2015
Operations Manager, EMEA
Cisco Systems at Sutherland Global Services
04.2012 - 03.2014
Head of Infrastructure
Trans Telecom / Petrol Holding
05.2005 - 03.2012
Linux and Windows Tech Lead
Netel & Easy Lan LTD
01.2002 - 12.2004
SAP ABAP Developer
Applied International Informatics GmbH
01.2000 - 12.2002
Bachelor of Computer Science - Technologies
Technical University of Sofia
- Agile Scrum Master, 2023, Sofia, Bulgaria
- SAFe POPM, 2022, Sofia, Bulgaria
- Cisco CCNP, CCDA, CCNA - Voice & Security, 2015, Sofia, Bulgaria
- COPC (CSP Standard) Auditor, 2015, Sofia, Bulgaria
- Six Sigma - Yellow Belt, 2014, Sofia, Bulgaria
- Acme Packet / Oracle - Administration & Configuration of Session Border Controller, 2007, Burlington, MA, USA
- Acme Packet / Oracle - Troubleshooting of Session Border Controller, 2007, Burlington, MA, USA
Master of Science - Telecommunication Technologies
Technical University of Sofia
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