Build a service management framework from scratch to cover various aspects such as Service Level Management, Change Management and ITSM administration
Revamp the ITSM configuration and structure to meet the company growth and scale from serving around a dozen of customers to hundreds of customers, keeping a CSAT level intact
Support various organizational units to implement, automate and optimize their BAU processes in the ITSM to smoothen the customer experience and strengthen and seal up the internal data flow
Build an SLA upsell to existing product with various commitment levels, and established an SLA culture within the company to operate according to the agreements content and SLOs
Drive the rollout plan of a new BPOs for the 1st level support as well as operational supporting functions from contract negotiation to Production BAU
Responsible for the end to end vendor management regarding operational suppliers - HC ca. 55 FTE
