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Service Delivery Manager

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  • auf Anfrage
  • 196158 Saint-Petersburg
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  • de  |  en  |  ru
  • 04.05.2021


IT Service/Delivery/Program Manager mit der 15 jährigen IT-Erfahrung hauptsächlich für Großkunden auß Deutschland, Österreich und Schweiz.

Ich biete

  • IT Service Management (ITSM)

Projekt‐ & Berufserfahrung

IT Program Manager (Festanstellung)
Kundenname anonymisiert, Saint-Petersburg
1/2019 – 4/2021 (2 Jahre, 4 Monate)

1/2019 – 4/2021


Leading two following programs (32 employees):

Application Management and Maintenance
• AMM delivery for the biggest European customers using the DevOps approach, RPA, ITIL, etc.

ITSM Delivery
• Development of IT Service Management systems using BMC and ServiceNow

- accountable for the success of the contract execution
- budgeting, financial forecasting, reaching of financial KPIs (Revenue, CR, PV, GP, etc.)
- participation in the bid process, AST calculation, presentation of delivery models in front of the customer, staffing, and setting up of new cross-functional international teams
- strategic management
- de-escalation management
- presentation of department results on the executive management level
- performance and potential reviews for project managers
- building relationships with business stakeholder
- business development
- leading and participating in the internal company initiatives (Agile Power Team, DevOps stream, RPA stream, Service Management Community)

Eingesetzte Qualifikationen

IT Service Management (ITSM)

SAP Program manager deputy/ Senior SAP Project Manager (Festanstellung)
Kundenname anonymisiert, Saint-Petersburg
8/2014 – 12/2018 (4 Jahre, 5 Monate)

8/2014 – 12/2018


Managing of SAP services/projects (modules SD, MM, FI, CO, RE-FX, EC-CS) conducted by international SAP team from different locations in Russia and Austria and divided into two parts:
- Incident Management. Service part performed according to standards SM Book, ITIL. More than 700 incidents were resolved during 2017.
- Change Management. Project part. More than 120 different projects with effort estimation from 5 PD to 600 PD implemented by my team in 2017.
Preparation, harmonization, and implementation control of the contracts between T-Systems RUS and other parties. Control of the key financial indicators.
Team development, potential performance review, and development (PPR/PPD) sessions, team buildings, hard- and soft skills trainings.
Preparation of service and project documentation for internal and external ISO audits. Presentation of the service delivery to internal and external auditors.

Eingesetzte Qualifikationen

IT Service Management (ITSM)

SAP Service Manager (Festanstellung)
Kundenname anonymisiert, Saint-Petersburg
6/2013 – 7/2014 (1 Jahr, 2 Monate)
Bauwirtschaft, Anlagen- und Schiffbau

6/2013 – 7/2014


2nd/3rd level support of SAP System for STRABAG
SAP Modules FI, CO, SD, MM, PS, CS, performing functional tests of new functionality

Eingesetzte Qualifikationen

IT Service Management (ITSM), SAP MM, SAP MM-IM

SAP Project manager (Festanstellung)
Kundenname anonymisiert, Saint-Petersburg
6/2013 – 7/2014 (1 Jahr, 2 Monate)
IT & Entwicklung

6/2013 – 7/2014


ABAP-development for Т-HOME.
Project management of the Russian ABAP developer team in collaboration with German colleagues incl. contractual and financial tasks, resource planning, motivation, transition etc.

Eingesetzte Qualifikationen


SAP Project manager (Festanstellung)
Kundenname anonymisiert, Saint-Petersburg
6/2012 – 7/2014 (2 Jahre, 2 Monate)

6/2012 – 7/2014


Managing the SAP tester team responsible for regression tests that cover the customer's main business processes (BMW AG) SAP system (modules MM/SD/FI/CO/PM). Manual and automated tests were performed on the release base (4 releases a year) using such test environments as SAP TAO, HP QTP, HP QC, SAP Solution Manager.

Eingesetzte Qualifikationen

SAP Solution Manager


PMI Project Management Professional (PMP)
November 2020
Management 3.0
November 2020
Team Kanban Practicioner
Juni 2020


Saint-Petersburg University of Management Technologies and Economics
(Institute of Economics, Management and Information Technologies)
Jahr: 2010
Ort: Department Strategic Enterprise Management
Saint-Petersburg State University of Aerospace Instrumentation
(Institute of Computer Systems and Information Security)
Jahr: 2008
Ort: Department of Computer Systems and Networks


PMP, ITIL, ITSM, Service Management, Service Delivery Management

Über mich

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Persönliche Daten

  • Deutsch (Fließend)
  • Englisch (Fließend)
  • Russisch (Muttersprache)
auf Anfrage
16 Jahre und 5 Monate (seit 12/2004)
10 Jahre


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