• Drove the transformation of a legacy Windows server?based application into a modern cloud-native, web- and mobile-based SaaS platform, enabling global scalability and improved user experience.
• Achieved a 12% improvement in Customer Satisfaction Score (CSAT) within 10 months.
• Streamlined the Change Request (CR) management process, improving requirements engineering efficiency.
• Led and delivered 3 concurrent projects (~value of 3M Euros) and 2 development teams reducing development cycle time by 30%, which led to improved efficiency and 20% faster project delivery and increased revenue.
• Defined IT service strategy, managed multi-million-euro budgets, and implemented cost optimization measures improving profitability by 20%.
• Applied proactive risk management strategies, reducing project delays and cost overruns by 20%.
• Improved 25% daily performance and productivity utilizing prompt Engineering techniques to automate the drafting of user stories, acceptance criteria, and stakeholder communication artifacts using LLMs.
• Led the deployment of a scalable B2B solution, ensuring seamless integration, resulting in increase in operational efficiency.
• Led global rollout of SaaS platform across coulpe of regions, adapting features for local regulations, languages and customer needs while maintaining a unified digital experience.

Responsibilities as Service Delivery Specialist

• Client Relationship & Strategic Stakeholder Management
  • Served as a trusted escalation point and strategic partner for senior client stakeholders, conducting executive reviews and fostering long-term, value-based relationships.
  • Contributed to business growth by identifying upsell opportunities and aligning delivery outcomes with revenue targets.
  • Implemented governance frameworks to monitor KPIs, revenue forecasts, and utilization metrics, ensuring visibility into delivery health and financial performance.
  • Enhanced cross-functional collaboration by facilitating regular meetings with key stakeholders, resulting in clearer project requirements and smoother execution.
  • Explored the integration of Agentic AI tools for semiautonomous handling of documentation, status reporting and stakeholder communications.
• Financial Performance & Cost Control Management
  • Managed profit and loss performance and controlled operational costs.
  • Monitored revenues and expenses to ensure profitability and drive financial efficiency.
• Risk, Incident & Problem Management
  • Oversaw incident, problem, change, and risk management processes to ensure service continuity and operational stability.
  • Mitigated risks using SWOT analysis and risk registers, conducting delivery reviews, root cause analyses, and lessons learned to eliminate bottlenecks.
• Contract & SLA Management
  • Managed service contracts and ensured SLA compliance by collaborating with account teams to define or revise service offerings.
  • Tracked service credits and penalties based on contractual terms to maintain accountability and service quality.

• Product Backlog and Requirements Management
  • Conducted in-depth competitive analysis to identify gaps and build a business case, while gathering client requests and translating them into user stories and Prioritized and maintained the product backlog to ensure delivery within agreed timeframes.
  • Applied prompt engineering techniques using LLMs (e.g., Copilot, ChatGPT) to automate requirement drafting - enhancing the quality of test cases, release notes, customer support scripts, and backlog grooming suggestions.
  • Gathered, analyzed, and prioritized API-related requirements (REST APIs and external tools) from stakeholders, translating them into clear user stories and backlog items.
  • Partnered with engineering and architecture teams to define and prioritize security features, including role-based access controls, secure API integrations, and audit logging.Directed the migration roadmap of legacy Windows server 
  • applications into modern cloud-native SaaS platforms with a web-first and mobile-ready architecture, enabling scalability and improved customer experience.
• Agile Leadership & Stakeholder Engagement
  • Led an onsite and offshore remote Scrum team; attended SAFe and Scrum ceremonies while serving as the interface between clients and stakeholders ensuring on-time, cost-effective delivery.
• UserAcceptance Testing & Deployment Readiness
  • ?Led UAT efforts to confirm feature compliance with requirements and authored client-facing release documentation.
• Client Communication & Project Delivery Oversight
  • Ensured transparent communication with clients by regularly updating on progress, risks, and dependencies, while overseeing project delivery and monitoring performance to secure customer satisfaction.
• Continuous Improvement & Process Optimization
  • Promoted a culture of continuous improvement and encouraging think innovatively within the team by encouraging feedback and implementing changes to enhance processes and product quality.

• Coached teams in Agile methodologies and Scrum framework implementation.
• Supported the evaluation and implementation of a Product Lifecycle Management (PLM) system to enhance collaboration between engineering and product teams, with integration into existing CAD workflows.
• Implemented user management and authentication systems for online ticketing platforms, incorporating 2FA and secure session handling.
• Aligned the product roadmap with business goals such as increasing bookings, improving user experience, and expanding supplier integrations.
• Collaborated with developers and third-party providers to ensure smooth API integration and end-to-end functionality.
• Worked closely with backend,frontend, UI/UX and mobile App teams to clarify dependencies, ensuring compliance with regulatory requirements and achieving a user activation rate.
  

• Spearheaded Agile best practices across teams, resulting in a 15% increase in team velocity over three consecutive sprints.
• Delivered a scalable B2B SaaS ERP solution on Azure for a fuel logistics client by leading the migration from a legacy Windows server system, aligning delivery with the strategic roadmap, integrating automation tools and improving operational efficiency by 15% while enabling scalability, reliability, and reduced infrastructure costs.

• Created, refined, and prioritized user stories in Azure DevOps within an Agile environment to ensure alignment with business goals.
• Led the PDI Logistic Cloud project, acting as the primary interface between clients, stakeholders, and three Scrum teams (offshore and onsite), comprising 18 developers and QA engineers.
• Ensured delivered solutions met business needs and client requirements within the defined timeframe and roadmap.