Desislava Kirova
Service Assurance Manager
Sofia
Summary
Dynamic and results-oriented Service Assurance Manager with a proven track record in delivering exceptional customer service and fostering effective communication. Committed to continuous learning and professional growth, consistently setting ambitious goals to drive success. A strong sense of responsibility prioritizes both team objectives and customer satisfaction. Passionate about enhancing service quality and operational efficiency in fast-paced environments.
Overview
10
10
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Service Assurance Manager
Ingram Micro
10.2022 - Current
- Managing client relationships: responsible for maintaining positive relationships with clients and ensuring their needs are met.
- Provides regular updates on service delivery and responds to client inquiries and concerns.
- Provides first point of escalation for the account in case of critical incidents or issues related with the performance of handling the process.
- Oversees the delivery of services to clients and coordinate the efforts of different teams to ensure that services are delivered in a timely and efficient manner.
- Track and monitor the performance of services, identify areas for improvement, and implement changes as needed.
- Responsible for ensuring that service level agreements are met, and that the services provided meet the required quality standards.
- Responsible for managing budgets for service delivery, ensuring that resources are allocated effectively, and that costs are kept within budget.
- Continuously evaluate and improve processes to ensure that services are delivered efficiently and effectively
Critical Incident Manager
DXC Technology
11.2018 - 10.2022
- Manages escalated and top priority incidents up to and including resolution
- Categorizes and prioritizes incidents; Coordinate the resolution progress of incidents; Communicates with the account community and the customer
- Qualifies the business impact; updates the incident description and impact including risk and security assessment as needed
- Prepares action plan to restore services as quickly and efficiently as possible with minimum impact on customer
- Defines, establishes and executes the communication plan
- Facilitates technical decision making with DXC delivery leads and customer personnel for actions including changes and workarounds
- Provides forensics to support the Problem Management process as part of the Post Incident review phase
1st Line End-User Service Desk Engineer
Interoute
12.2017 - 10.2018
- To provide technical support; answering support queries either onsite or via phone or email
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- To take ownership of user problems and be proactive when dealing with user issues
- To log all calls on the call logging system and maintain full documentation
- Respond to inquiries from clients and help them resolve any hardware or software problems
- Maintain a log of any software or hardware problems detected
- Support users in the use of Computer equipment by providing necessary training and advice
- To allocate more complex service issues to the relevant IT Support member
- To arrange for external technical support where problems cannot be resolved in house.
Junior Customer Support Engineer
Interoute
06.2016 - 12.2017
- Logging all relevant incident/service request details, allocating categorization and prioritization codes
- Providing first-line investigation and diagnosis using approved tools, systems and procedures
- Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or other non-Assurance functions
- Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site
- Managerial Escalations – escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager)
- Owning incidents/requests from ticket creation to resolution/fulfilment/closure
- Ensure communication always is clear, concise, meaningful, professional and efficient
- Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics)
- Troubleshooting issues for different technologies such as Windows, Linux, VMWare, IP Networking, Security Products, Backup, Storage Solutions and providing the proper support
Education
Master's Degree - E-Management
Technical University of Sofia
01-2019
Bachelor's Degree - Telecommunications Engineering
Technical University of Sofia
04.2001 -
High School Diploma - English, German
Language High School
01-2013
Skills
Incident Management
Service delivery management
Client support
Effective communication
Critical Thinking
Team player
ITIL processes
Escalation handling
Customer focus
Process optimization
Performance reporting
Certification
ITIL 4 Strategist: Direct, Plan and Improve
Timeline
ITIL 4 Strategist: Direct, Plan and Improve
09-2025
ITIL 4 Foundation
12-2023
Service Assurance Manager
Ingram Micro
10.2022 - Current
Critical Incident Manager
DXC Technology
11.2018 - 10.2022
1st Line End-User Service Desk Engineer
Interoute
12.2017 - 10.2018
Junior Customer Support Engineer
Interoute
06.2016 - 12.2017
Bachelor's Degree - Telecommunications Engineering
Technical University of Sofia
04.2001 -
Master's Degree - E-Management
Technical University of Sofia
High School Diploma - English, German
Language High School