dragan grigorov

* Manage premier software support team of Technical Account Managers and Advance Support Engineers. In this role I have been accountable for the pro-active services and support of our premier accounts in Iberia. Work closely with Sales and Presales to gain new business and increase our footprint. * Implement delivery excellence and best practices to guarantee both quality and optimal level of operational efficiency. * Drive client escalations and ensure high customer satisfaction. * Prepare management business reviews and quarterly review meetings with customers.

Establish Premier support team in the company and build business processes to ensure customer expectation are met. Recruit and retain top talents and have everything the engineer needs to be efficient in terms of resources, knowledge and trainings. Create mentoring program to allow junior and senior engineers to collaborate more efficiently and grow within the role. Drive continues service improvement and recommend new approaches to meet and exceed customer expectations. Act as a project manager for key business initiatives within Premier business. Create trusted and safe environment where engineers can develop and reach their full potential. Evaluate performance of the engineers and provide regular feedback.

The primary responsibility is to lead and manage a Problem Management team. The Problem management team has been setup to provide ITIL Process Practice guidance to the organizations involved in the entire life-cycle of services: from pursuit, to transition and transformation, up to the delivery of services. The Team Manager Role is accountable for the implementation and execution of the global, EMEA and team standards of a Problem management within his team. He manages team of dedicated and virtual process managers and supporting staff for the respective Service Management Problem management. He drives cost optimization for each process and is accountable for reporting Problem management regional metrics and for the overall Problem management effectiveness within the team.

* The Account Process Manager for Problem Management has end-to-end accountability for the Problem Management process, standards and strategic direction of the process within the account. * Is responsible to ensure all the various process components are executed through the many different organizations that are involved in Problem Management (managing problem records end-to-end) * Validate reports of Problem Management metrics to support the Check in the Plan Do Check Act improvement cycle * Performs Proactive Problem Analysis based on incident trend analysis * Reviews the effectiveness and efficiency of the Problem Management process within the account * Is responsible for updates of account specific process documentation including training of the many different organizations that are involved in Problem Management within the account * Customer Interaction: Works with customer problem process owner on all matters related to problem management

* Helps manage the day-to-day planning, operation and problem solving so that the team meets the required performance and level of service * Interacts with the EMEA SM Process Lead and EMEA SM Process Owner on all quality and process related requests affecting the team * Identifies and helps implement best practices within the team * Identifies specific training needs and requirements for the people in the team including further development for top performers and additional training for low performing employees * Acts as escalation point * Setup yearly goals * Conduces Focal Point Review for my team * Manage supply management * Identifying optimization opportunities within the team * Manage hiring process * Identifies top talents