AI and other tech innovation
Pavel Marinov
EMEA Director Launch Excellence
Sofia
Summary
Experienced professional proficient in managing large scale operations with exceptional team supervision, project coordination and analytical problem-solving skills. Oriented to build long-lasting relationships with key client stakeholders. Diplomatic in resolving disputes and coordinating diverse teams.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
EMEA Director Launch Excellence
Accenture
Sofia
04.2021 - Current
- Provided clear inputs and guidance for transition solution plans for new deals in the pipeline.
- Led a team of Launch Excellence members that managed the transition of newly won deals.
- Oversaw the transition of newly won deals in EMEA, by managing the client expectation, communications and guiding the delivery teams.
- Improved delivery performance after Go-Live by creating and implementing foundational processes and adherence assessment framework.
- Implemented transition guidance's to streamline and improve the transition of new deals.
Operational Program Lead DACH & Russia
Hewlett Packard Enterprise
Sofia
10.2018 - 04.2021
- Worked directly with country leaders to enhance internal programs, that support the business and employees.
- Established all Program Strategies, developed annual development plans and communicated those to all stakeholders.
- Identified process improvements, cost savings and productivity opportunities within the Operational organization.
- Was a business liaison between Sales, Business and Operations.
Senior Operations Manager
Sitel Group / Foundever
Sofia
11.2017 - 09.2018
- Managed a client team of 130+ employees, covering 4 supported countries in the payment industry.
- Owned a P&L of close to 4Mil Euro revenue and 2Mil Euro cost.
- Grew the business with close to 1Mil Euro revenue year on year.
- Implemented corrective action plans to improve critically underperforming KPI's and low client satisfaction.
- Improved other clients performance by coaching other Operations Managers.
- Developed attrition and satisfaction improvement initiatives on a site level.
Client Services Manager
Sitel Group / Foundever
Sofia
07.2014 - 11.2017
- Owned a client portfolio of 250 employees supporting EMEA with 15Mil USD revenue and close to 8Mil USD cost.
- Increased the overall portfolio and revenue by identifying new opportunities to grow the business.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Established performance and service goals and held managers accountable for the team performance.
Process Improvement Program Manager
Sitel Group / Foundever
Sofia
09.2012 - 07.2014
- Interacted with internal teams and clients to identify business needs and requirements.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Coached managers on productivity strategies to accomplish challenging goals.
- Led Lean Six Sigma projects to improve productivity and customer satisfaction.
Operations Manager
Sitel Group / Foundever
Sofia
04.2011 - 09.2012
Quality Manager
Sitel Group / Foundever
Sofia
02.2010 - 04.2011
Knowledge Manager
Sitel Group / Foundever
Sofia
Product Specialist
Sitel Group / Foundever
Sofia
Agent
Sitel Group / Foundever
Sofia
Education
Bachelor of Science - Business Administration
Business University “City University of Seattle”
Seattle, USA 12.2009 - 06.2015
Skills
Issues resolution
Strategic planning and execution
Process improvements
Performance Analysis
Coaching and mentoring
Relationship building
Budget development
Certification
ITIL® Foundation Certificate in IT Service Management
Interests
Timeline
EMEA Director Launch Excellence
Accenture
04.2021 - Current
ITIL® Foundation Certificate in IT Service Management
04-2021
Operational Program Lead DACH & Russia
Hewlett Packard Enterprise
10.2018 - 04.2021
Senior Operations Manager
Sitel Group / Foundever
11.2017 - 09.2018
Certified Associate in Project Management (CAPM)
05-2015
Client Services Manager
Sitel Group / Foundever
07.2014 - 11.2017
Certified Six Sigma Green Belt
06-2013
Process Improvement Program Manager
Sitel Group / Foundever
09.2012 - 07.2014
Operations Manager
Sitel Group / Foundever
04.2011 - 09.2012
Quality Manager
Sitel Group / Foundever
02.2010 - 04.2011
Bachelor of Science - Business Administration
Business University “City University of Seattle”
12.2009 - 06.2015
Knowledge Manager
Sitel Group / Foundever
Product Specialist
Sitel Group / Foundever
Agent
Sitel Group / Foundever