10/21/2026 updated
100 % available
CSI & Process Optimisation /PM / ITSM & Governance Professional | ITIL | SLA & KPI Management
Romania
Only remote
Master in Management&Marketing - Romanian-American University; Other trainingsAbout me
Experienced ITSM & Governance professional, enthusiastic about Continuous Service Improvement (CSI), process optimisation and service excellence. Results-driven, pragmatic and passionate about turning challenges into measurable improvements.
Six Sigma MethodologyAtlassian JiraBusiness Process ManagementBusiness Process ImprovementChange ManagementDesign ThinkingInformation Technology Infrastructure Libraries (ITIL)IT Service ManagementITIL CertificationsLean ProcessesLean Six SigmaLean Six Sigma Black BeltScrum MethodologyService ManagementStakeholder Management
Key Skills / Core Expertise
- Project Management
- Quality Management - Lean Six Sigma
- Process Management
- Process Optimisation
- Design Thinking
- ITSM / ITIL 3 / ITIL 4
- Service Governance
- Service Level Management / SLA & KPI Management and reporting
- IT Incident / Problem / Change / Release / Risk Management
- Continuous Service Improvement.
- Lean Six Sigma
- Process Mapping & Documentation
- Root Cause Analysis
- Process Standardisation
- IT-enabled Process Improvement
- IT Project Management
- AGILE / Scrum Master
- Complex Problem Solving
- Stakeholder Management
- Client Management
- Team Leadership
- Cross-functional Coordination
Technologies: Technologies / Tools
- MS Office
- Documentation & collaboration tools
- Jira – ticket tracking, workflow/project follow-up, reporting, SLA measurement
- Confluence – documentation, processes, procedures, meeting minutes
- ServiceNow – working knowledge
Achievements:
In a complex and challenging IT Project managed to achieve 100% SLA compliance within 4 months, turning all SLA/KPI’s from red to green.
This has been considered a great outcome after nearly two years of persistent underperformance.
I had the role of IT Service Management Team Manager (all ITIL processes) and Service Level Manager.
Team and Steakholder management is key - I built a strong SM team and raised all issues in due time to find the right solutions.
Implemented improvement projects in banking industry. Optimised banking and related insurance processes to increase customer satisfaction.
participated in customer satisfaction survey creation, evaluation and improvement action implementation.
Experience
Professional experience10+ years
Freelancer since2026
Languages
GermanGoodEnglishFluentRomanianNative speakerHungarianNative speaker
Project history
In the IT industry I had several roles, completed with great customer (end-client) feedback.
Always used the best suitable approach to meet internal and external stakeholder expectations.
Concrete examples:
- improved SLA's to meet the target levels.(all red to 90% green)
- Improved team work / team spirit for a more effective delivery.
- Managed challenging situations with different stakeholders - escalated when needed,
- Improved projects financial results and the quality of deliverables.
Implement key measurements for the critical banking and related insurance processes.
Based on measurements - discovered improvement ideas and managed their implementation (DMAIC)
Trained key resources the LSS methodology - ways of thinking about solutions for the end client and implement them.
Improved key banking processes. eg.: reduced and standardised the time of granting a loan.
Certificates
Design Thinking Methodology
IBM2016
Lean Six Sigma Black Belt
ING Business School2012