ITSM,ITIL implementation , Delivery Management, Major incident management, CI/CD pipeline, Program&Project management, Agile Scrum,SDLC management,
Aktualisiert am 18.03.2026
Profil
Freiberufler / Selbstständiger
Remote-Arbeit
Verfügbar ab: 23.03.2026
Verfügbar zu: 100%
davon vor Ort: 100%
Service-Management
Delivery Management
ITIL
SDLC
CI/CD
Service-Level-Agreement
Programmmanagement
Project Controlling
Incident Management
Changemanagement
KPI
Digital Operational Resilience Act
CRM
Atlassian JIRA Agile
ServiceNow
Salesforce Marketing Cloud
Salesforce
Service Desk
Releasemanagement
Prozessmanagement
Lieferantenmanagement
Risikomanagement
SAFe
Bulgarian
native speaker
English
full business proficiency
German
B1 ongoing

Einsatzorte

Einsatzorte

Deutschland, Schweiz, Österreich
möglich

Projekte

Projekte

Service Strategy & Design

Customer: Raiffeisen Bank & Taxback

Tasks:
  • ITSM/ ITIL Service Design, DR/BCM/ SCM, Service Ownership, People management, ICT, End user support management, Vulnerability management, KPI setup & measurement.
  • Scaling Cloud services & SLA/SLO improvement.
  • Vendor,3rd party and Stakeholder Management.
  • Change & Release authorization, Service owner, SPOC operations management, CSI, Scrum Product management, Regulatory assurance (DORA, GDPR, ITPF etc.)
  • Major incident communication, ITIL processes mapping and implementation, Service and Asset ownership, Budget, cost management.
  • C-level communication

Skills:
ServiceNow, CMDB, CRM, SFMC/SFFC,SaaS, PaaS, AWS, Kibana ,Jira/Confluence, Orca, ADOIT, MIRO, MS Copilot, SysAid, Databricks, GenAI, PredAI,AAI etc.
Agile Delivery & Governance

Customer: Admiral Technology & Playtech

Tasks:
  • Agile (Scrum, SAFe) Project & Operations management, DevOps, CI/CD pipeline & SDLC management, Service Delivery Management, Change & Release Governance, Release control & validation, Service monitoring, verification and deployments, Risk management, Customer success management, Regulatory/ audit compliance, Stakeholder management, Cross-Functional tribes management, Product management, Service improvement, CI/Configuration management, ITIL implementation, Incident and Problem management SOW definitions, PI planning and prioritization, FR estimation & roll outs, Test quality management, IT Service transition, Stakeholder communication.

Skills:
Attlassian, GitHub, Slack, DevOps, Grafana, Octopus, Google Cloud, Tosca, CMDB, WEB/Mobile App management, IAM, SaaS, PaaS
Global Transformation & Crisis Operations

Customer: DXC Technology & Hewlett-Packard

Tasks:
  • PMI program & project management, large-scale Transition and Transformation - ITSM/ITIL process & Tools integration.
  • Cross-Functional team management.
  • CAB/TAB/ECAB/SteerCo and SLA/SLO definition&reporting.
  • Process and service on-boarding, Major Incident/crisis management "War-room"management, Change& Release management, Incident and Problem management.
  • Resource/Budget planning and cost estimation.
  • Requirements analysis, People Management.
  • Customer success management

Skills:
MS Project, Compass, HPSM9, ServiceNow implementation, CMDB, Redfish AWS, AZURE, Helion managed cloud and VPC, SharePoint etc.
Infrastructure & Security Programs

Customer: AVL List GmbH

Tasks:
  • Scrum/IPMA project management, Scrum Planning, Project Cost/Budgeting ($M+), Infra, Security concepts rollout, SW product Integration, Stakeholder Management for $M+ programs.
  • Requirements gathering and analyses.
  • SOW/ Scope definition, implementation, reporting and operational handover.
  • Resource planning and management.

Skills:
Jira/Service Now, MS Project Server (PPT), SharePoint, MS Office, PDM toolset, CRM
Strategic Account Management

Customer: Travelstoremaker & CMSG

Tasks:
  • Sales Pipeline Execution, Key Account Management.
  • Revenue management, Cross-Functional Collaboration, Product implementation.
  • Customer success management

Aus- und Weiterbildung

Aus- und Weiterbildung

4 years 8 months
2003-03 - 2007-10

Study - Economics and Marketing

Bachelor & Master, University of National and World Economy, Sofia (Bulgaria)
Bachelor & Master
University of National and World Economy, Sofia (Bulgaria)

Kompetenzen

Kompetenzen

Top-Skills

Service-Management Delivery Management ITIL SDLC CI/CD Service-Level-Agreement Programmmanagement Project Controlling Incident Management Changemanagement KPI Digital Operational Resilience Act CRM Atlassian JIRA Agile ServiceNow Salesforce Marketing Cloud Salesforce Service Desk Releasemanagement Prozessmanagement Lieferantenmanagement Risikomanagement SAFe

Produkte / Standards / Erfahrungen / Methoden

PROFILE
  • Strategic IT professional with over 20 years of experience driving Digital Transformation, Cloud adoption, and operational excellence across the EMEA region. I have a proven track record in establishing robust ITSM frameworks for Tier-1 institutions including Raiffeisen Bank International, Hewlett-Packard, and DXC Technology.
  • Beyond the frameworks, I am a high-energy leader who believes in the power of a practical, optimistic approach to complex problem-solving. I thrive on the "people" side of technology?bridging the gap between technical execution and business goals through clear, logical communication and a drive for completion. I am a resourceful mentor and project leader who takes pride in building high-performing, cross-functional teams that achieve objectives on time and with excellence. 
  • Highly disciplined professional with NATO and EU security clearances, offering a unique blend of high-level compliance and technical leadership. I integrate ITIL Intermediate Lifecycle expertise with Cloud and Agile fluencies to drive secure, scalable and responsive IT service delivery. By leveraging dual mastery of PMI and IPMA methodologies, I ensure complex, international projects are executed with both structural rigor and modern operational flexibility.

WORK EXPERIENCE
05/2024 ? 12/2025
RAIFFEISEN BANK INTERNATIONAL, VIENNA (AUSTRIA)
HEAD OF SERVICE & OPERATIONS 

01/2023 ? 04/2024 
ADMIRAL TECHNOLOGY, VIENNA (AUSTRIA)
GLOBAL RELEASE & IT COORDINATION ENGINEER

10/2019 ? 12/2022
PLAYTECH PLC, VIENNA (AUSTRIA)
TECHNICAL ACCOUNT DELIVERY MANAGER 

09/2018 ? 09/2019 
AVL LIST GMBH, GRAZ (AUSTRIA)
BUSINESS PROJECT MANAGER

01/2016 ? 08/2018
DXC TECHNOLOGY, SOFIA (BULGARIA)
ITSM PROGRAM MANAGER EMEA

06/2014 ? 12/2015
THETAXBACKGROUP, SOFIA (BULGARIA)
IT SERVICE MANAGER

10/2007 - 06/2014
HEWLETT-PACKARD, SOFIA (BULGARIA)
  • CRISIS & MAJOR INCIDENT MANAGER
  • ACCOUNT PROCESS MANAGER 
  • CHANGE & RELEASE CUSTOMER RELATIONS SPECIALIST ? UK & IRL 

01/2004 ? 08/2007 
TRAVELSTOREMAKER, SOFIA (BULGARIA)
ACCOUNT SALES MANAGER

01/2002 ? 08/2003
COMMUNICATION MANAGEMENT SYSTEMS GROUP, SOFIA (BULGARIA)
SALES MANAGER

Einsatzorte

Einsatzorte

Deutschland, Schweiz, Österreich
möglich

Projekte

Projekte

Service Strategy & Design

Customer: Raiffeisen Bank & Taxback

Tasks:
  • ITSM/ ITIL Service Design, DR/BCM/ SCM, Service Ownership, People management, ICT, End user support management, Vulnerability management, KPI setup & measurement.
  • Scaling Cloud services & SLA/SLO improvement.
  • Vendor,3rd party and Stakeholder Management.
  • Change & Release authorization, Service owner, SPOC operations management, CSI, Scrum Product management, Regulatory assurance (DORA, GDPR, ITPF etc.)
  • Major incident communication, ITIL processes mapping and implementation, Service and Asset ownership, Budget, cost management.
  • C-level communication

Skills:
ServiceNow, CMDB, CRM, SFMC/SFFC,SaaS, PaaS, AWS, Kibana ,Jira/Confluence, Orca, ADOIT, MIRO, MS Copilot, SysAid, Databricks, GenAI, PredAI,AAI etc.
Agile Delivery & Governance

Customer: Admiral Technology & Playtech

Tasks:
  • Agile (Scrum, SAFe) Project & Operations management, DevOps, CI/CD pipeline & SDLC management, Service Delivery Management, Change & Release Governance, Release control & validation, Service monitoring, verification and deployments, Risk management, Customer success management, Regulatory/ audit compliance, Stakeholder management, Cross-Functional tribes management, Product management, Service improvement, CI/Configuration management, ITIL implementation, Incident and Problem management SOW definitions, PI planning and prioritization, FR estimation & roll outs, Test quality management, IT Service transition, Stakeholder communication.

Skills:
Attlassian, GitHub, Slack, DevOps, Grafana, Octopus, Google Cloud, Tosca, CMDB, WEB/Mobile App management, IAM, SaaS, PaaS
Global Transformation & Crisis Operations

Customer: DXC Technology & Hewlett-Packard

Tasks:
  • PMI program & project management, large-scale Transition and Transformation - ITSM/ITIL process & Tools integration.
  • Cross-Functional team management.
  • CAB/TAB/ECAB/SteerCo and SLA/SLO definition&reporting.
  • Process and service on-boarding, Major Incident/crisis management "War-room"management, Change& Release management, Incident and Problem management.
  • Resource/Budget planning and cost estimation.
  • Requirements analysis, People Management.
  • Customer success management

Skills:
MS Project, Compass, HPSM9, ServiceNow implementation, CMDB, Redfish AWS, AZURE, Helion managed cloud and VPC, SharePoint etc.
Infrastructure & Security Programs

Customer: AVL List GmbH

Tasks:
  • Scrum/IPMA project management, Scrum Planning, Project Cost/Budgeting ($M+), Infra, Security concepts rollout, SW product Integration, Stakeholder Management for $M+ programs.
  • Requirements gathering and analyses.
  • SOW/ Scope definition, implementation, reporting and operational handover.
  • Resource planning and management.

Skills:
Jira/Service Now, MS Project Server (PPT), SharePoint, MS Office, PDM toolset, CRM
Strategic Account Management

Customer: Travelstoremaker & CMSG

Tasks:
  • Sales Pipeline Execution, Key Account Management.
  • Revenue management, Cross-Functional Collaboration, Product implementation.
  • Customer success management

Aus- und Weiterbildung

Aus- und Weiterbildung

4 years 8 months
2003-03 - 2007-10

Study - Economics and Marketing

Bachelor & Master, University of National and World Economy, Sofia (Bulgaria)
Bachelor & Master
University of National and World Economy, Sofia (Bulgaria)

Kompetenzen

Kompetenzen

Top-Skills

Service-Management Delivery Management ITIL SDLC CI/CD Service-Level-Agreement Programmmanagement Project Controlling Incident Management Changemanagement KPI Digital Operational Resilience Act CRM Atlassian JIRA Agile ServiceNow Salesforce Marketing Cloud Salesforce Service Desk Releasemanagement Prozessmanagement Lieferantenmanagement Risikomanagement SAFe

Produkte / Standards / Erfahrungen / Methoden

PROFILE
  • Strategic IT professional with over 20 years of experience driving Digital Transformation, Cloud adoption, and operational excellence across the EMEA region. I have a proven track record in establishing robust ITSM frameworks for Tier-1 institutions including Raiffeisen Bank International, Hewlett-Packard, and DXC Technology.
  • Beyond the frameworks, I am a high-energy leader who believes in the power of a practical, optimistic approach to complex problem-solving. I thrive on the "people" side of technology?bridging the gap between technical execution and business goals through clear, logical communication and a drive for completion. I am a resourceful mentor and project leader who takes pride in building high-performing, cross-functional teams that achieve objectives on time and with excellence. 
  • Highly disciplined professional with NATO and EU security clearances, offering a unique blend of high-level compliance and technical leadership. I integrate ITIL Intermediate Lifecycle expertise with Cloud and Agile fluencies to drive secure, scalable and responsive IT service delivery. By leveraging dual mastery of PMI and IPMA methodologies, I ensure complex, international projects are executed with both structural rigor and modern operational flexibility.

WORK EXPERIENCE
05/2024 ? 12/2025
RAIFFEISEN BANK INTERNATIONAL, VIENNA (AUSTRIA)
HEAD OF SERVICE & OPERATIONS 

01/2023 ? 04/2024 
ADMIRAL TECHNOLOGY, VIENNA (AUSTRIA)
GLOBAL RELEASE & IT COORDINATION ENGINEER

10/2019 ? 12/2022
PLAYTECH PLC, VIENNA (AUSTRIA)
TECHNICAL ACCOUNT DELIVERY MANAGER 

09/2018 ? 09/2019 
AVL LIST GMBH, GRAZ (AUSTRIA)
BUSINESS PROJECT MANAGER

01/2016 ? 08/2018
DXC TECHNOLOGY, SOFIA (BULGARIA)
ITSM PROGRAM MANAGER EMEA

06/2014 ? 12/2015
THETAXBACKGROUP, SOFIA (BULGARIA)
IT SERVICE MANAGER

10/2007 - 06/2014
HEWLETT-PACKARD, SOFIA (BULGARIA)
  • CRISIS & MAJOR INCIDENT MANAGER
  • ACCOUNT PROCESS MANAGER 
  • CHANGE & RELEASE CUSTOMER RELATIONS SPECIALIST ? UK & IRL 

01/2004 ? 08/2007 
TRAVELSTOREMAKER, SOFIA (BULGARIA)
ACCOUNT SALES MANAGER

01/2002 ? 08/2003
COMMUNICATION MANAGEMENT SYSTEMS GROUP, SOFIA (BULGARIA)
SALES MANAGER

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