Lydia Lilova

Responsible for overseeing labor optimization plans, ensuring alignment with financial targets and facilitating interdepartmental coordination to achieve organizational goals.

- Partner with Delivery leaders to support business goals

- Manage workforce planning, labor strategy, and resource demand and supply

- Develop cost optimization solutions and managed productivity

- Financial planning and procurement suppport

- Lead various operations-related initiatives and projects

conducted regular executive reviews

• Implemented a comprehensive Daily tool to improve visibility on SLA and Operational performance and enable proactive improvement actions
• Partaking in the requirements definition and implementation of MS Power BI solution for aggregation and visualization of information for client senior management to support quick decision-making and driving daily operations
• Actively participated and completed a multivendor project to revise and update the SLA set-up in accordance with the contractual requirements
• Acting as an internal management consultant. Identifying any need for improvement in
  processes and procedures. Participated in various continual improvement initiatives.

• Hold the team lead role for a team of 6 SVLM and Reporting specialists providing advice and guidance, ensuring compliance to process standards and best practices effort optimization and utilization; handling customer and internal escalations
• Design and lead the process to monitor and report performance results against service level agreements; management and ongoing delivery of Service Level, Key Measure and Performance Reports with the supporting documentation and service level design packages
• Lead the service review process - plan, organize and facilitate meetings to discuss IT service performance in comparison to contractual service levels
• Manage customer and internal improvement projects and initiatives, working in close collaboration with technical teams translating business needs into technical requirements
• Penalty Management and Penalty Mitigation activities, lead the service penalty calculation and validation process.

• Generating, maintaining and optimization of comprehensive SLA (Service Level Agreement) and other standard and ad hoc internal and customer-facing reports in accordance with the business needs
• Analysing trends in reports and root causes influencing operational KPIs
• Giving recommendations based on analysed data on how to progress, optimize and evolve internal business processes and improve SLA performance
• Initiating and driving subsequent actions as part of improvement projects
• Closely collaborating with account management, process owners and tower leads to define requirements for reporting and analysis
• Facilitating weekly, monthly and ad hoc internal and customer-facing meetings
• Prepare, maintain and update procedures, operational instructions and documentation
• Data quality control and preparation of the daily Severity 1 RtOP (Response to Operational Problems) report for the EMEA ITO senior management.