Liliya Aleksova
Manager,Service Delivery
Sofia,22
Summary
Experienced with leading service delivery initiatives to meet client expectations and organizational objectives. Utilizes strategic planning and resource management to enhance service quality and efficiency. Track record of fostering team collaboration and adaptability to drive successful outcomes.
Overview
2
2
Languages
1
1
Certification
10
10
years of professional experience
Work History
Manager, Service Delivery
GTT
04.2021 - Current
- Led cross-functional teams to optimize service delivery processes and enhance client satisfaction.
- Developed and implemented strategic initiatives to improve operational efficiency across service departments.
- Managed vendor relationships, ensuring compliance with service level agreements and performance standards.
- Analyzed service metrics to identify trends, driving continuous improvement in delivery performance.
- Established strong relationships with key clients through regular communication and problem-solving initiatives.
- Mentored staff on best practices in service delivery, fostering a culture of excellence and accountability.
- Improved service delivery quality by implementing streamlined processes and enhancing communication channels.
- Enhanced customer satisfaction levels by implementing feedback-driven improvements to existing processes and systems.
- Collaborated closely with sales teams to develop customized proposals for potential clients, showcasing the organization''s expertise in delivering exceptional results.
- Optimized staff performance through ongoing coaching, mentoring, and performance evaluations.
- Implemented best practices in project management to deliver complex projects on time and within budget constraints.
Team Leader,Service Delivery
GTT
10.2019 - 04.2021
- Led cross-functional teams to enhance service delivery efficiency and customer satisfaction.
- Streamlined operational processes, resulting in improved response times and service quality.
- Developed training programs for staff to elevate skills in service management and client interactions.
- Mentored junior team members, fostering a culture of teamwork and professional growth.
- Conducted regular meetings with the team to review progress, address challenges, and align goals for successful outcomes.
- Incorporated best practices in service delivery management into daily routines, resulting in better decisionmaking.
- Developed strong relationships with clients, ensuring their needs were met and maintaining open lines of communication.
- Provided exceptional customer support in addressing concerns and resolving issues promptly to maintain long-term client relationships.
- Promoted a positive work environment by fostering teamwork, collaboration, and continuous learning among team members.
Senior Service Delivery Coordinator
GTT
10.2018 - 10.2019
- Coordinated cross-functional teams to ensure timely service delivery and issue resolution.
- Developed and maintained operational procedures to enhance service efficiency and customer satisfaction.
- Trained and mentored junior staff on service delivery protocols and client engagement strategies.
- Analyzed service delivery processes, identifying areas for continuous improvement and implementation of best practices.
- Managed delivery schedules by communicating with both suppliers and customers.
Service Delivery Coordinator
Interoute
11.2016 - 09.2018
- Coordinated service delivery operations to ensure client satisfaction and timely project execution.
- Managed communication between cross-functional teams to streamline operational processes and enhance collaboration.
- Developed and maintained service level agreements, ensuring compliance with organizational standards and client expectations.
- Implemented process improvements that increased efficiency and reduced service delivery times across multiple projects.
- Collaborated with stakeholders to define project scopes, timelines, and deliverables, aligning services with business objectives.
- Managed multiple projects simultaneously, prioritizing tasks for optimal resource allocation and timely completion.
Education
Master Degree - Marketing And Advertisment
University of National And World Economy
Sofia 04.2001 -
Bachelor - International Economic Relations
International Business School (IBS)
Botevgrad, Bulgaria 04.2001 -
Skills
Operational excellence
Staff development
Process improvement expertise
Innovation and creativity
Teamwork and collaboration
Time management
Strong leadership
Organizational skills
Multitasking
Certification
Itil foundation
Timeline
Manager, Service Delivery
GTT
04.2021 - Current
Team Leader,Service Delivery
GTT
10.2019 - 04.2021
Senior Service Delivery Coordinator
GTT
10.2018 - 10.2019
Service Delivery Coordinator
Interoute
11.2016 - 09.2018
Master Degree - Marketing And Advertisment
University of National And World Economy
04.2001 -
Bachelor - International Economic Relations
International Business School (IBS)
04.2001 -
Hobbies
When I am out of work, I love to go out in the park and have a nice time running. It makes me feel alive,free and get all of the stress,problems out for a bit. Since I was a kid , I went to dance classes and until today I still practise it. It brings me joy,excitement and happiness. I like to spend time watching movies with my friends,go for a walk or just to have a casual dinner somewhere in the city.
My new passion is traveling. The trips are something that provide me the opportunity to see new place,explore the culture,see the architecture and feel the amazing nature.The best is that I am able to capture almost all of it with the camera in my pocket and create amazing memories,which warm my heart.