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I manage a multi-million euro portfolio of 30+ clients, ensuring service excellence through strict SLA compliance, strategic budget oversight, and the rapid resolution of high-priority escalations. As the SPOC for executive stakeholders and the internal Product Owner for the Xurrent ITSM platform, I align technical delivery with business objectives
Designed and implemented company-wide change management and standardized IT operational processes to ensure consistent service delivery and clear accountability. I developed KPIs to track process success and acted as the SPOC for internal teams and clients to coordinate communications and manage expectations during transitions.
Managed the end-to-end Problem Management lifecycle for critical banking services and processes.
Bachelor's degree focused on the principles of computer systems, programming, and IT management.
