Author: routsisi

Client: European Chemicals Agency [ECHA] in Helsinki, Finland.

Framework Service Manager for an IT services outsourcing contract, which included services in application management, bespoke development, and service desk domains. Preparation of the governance framework by drafting and submitting underpinning strategies.

Document and implement processes, based on the ITIL framework. Establishment of performance indicators and reporting mechanisms.

Undertake initiatives for the improvement of the services and relevant processes.

Establish a service desk function and design the underlying processes.

Design procedures for measuring and analysing the users’ satisfaction by identifying areas of improvement.

Client: European Disease Control and Prevention [ECDC] in Stockholm, Sweden

Service Delivery Management of an outsourcing project for Infrastructure Management services responsible for 15 consultants working for IT Operations.

All relevant activities including operating systems, databases, SharePoint and middleware administration, security, disaster recovery, quality control, IT service desk, audio/visual systems, and events.

Responsible for driving the efficiency and effectiveness of the processes. Managing the capacity of IT resources. Ensuring the smooth operations of IT services and applications. Managing the user support services, overseeing the resolution of the incidents and problems, and ensuring the fulfillment of the users’ requests. Following innovations related to IT operations, evaluating new solutions, and implementing them for the Agency.

Performing service reviews with the aim of managing the business community expectations. Monitoring and evaluating the ICT infrastructure and its performance in compliance with the SLAs. Support in the definition, documentation monitoring, measuring, reporting, and reviewing the level of IT services provided through multiple KPIs.