Management of IT outsourcing and the 2nd line support projects
Detailed Description
• Managed 80 people in 6 offices throughout Russia • Managed service projects for service providers and enterprises. • Developed guidelines, methodological and regulatory materials for production department and related departments • Implemented ISO 20000 processes in the company • Developed and monitored KPIs for subordinates • Conducted 35 IT audits of client companies • Achieved service level of 97 percent and average customer satisfaction score of 4.8 (5-band scale)
