Iulian Sandulescu
Markt Indersdorf
Summary
Seasoned Service Delivery Manager with significant experience in IT services delivery. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer satisfaction and retention.
Overview
18
18
years of professional experience
Work History
Service Delivery Manager
Atos Global Delivery Center
10.2022 - Current
- Service management
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Monitored inventory levels and placed orders to replenish stock.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Streamlined operations for improved customer satisfaction and retention rates.
Service Manager
Atos Global IT Solutions And Services
01.2021 - 10.2022
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
Business Sales Representative
Orange Romania SA
10.2006 - 06.2008
- Improved sales efficiency by collaborating with colleagues in sharing best practices and learning from each other''s experiences.
- Delivered accurate sales forecasts to management for strategic planning purposes.
- Conducted comprehensive product demonstrations to showcase features and benefits tailored to client needs.
- Maintained expert knowledge of industry trends, competitor activities, and evolving client expectations for informed decision-making in day-to-day operations.
- Negotiated contracts for maximum profitability and long-term partnerships while meeting client objectives.
- Exceeded monthly sales quotas consistently through effective pipeline management and focused closing strategies.
- Strengthened brand reputation by delivering knowledgeable presentations at industry events on company products and services.
- Developed new accounts by prospecting, cold calling, and networking within the industry.
- Increased referral business by cultivating meaningful connections with satisfied clients who were willing to recommend company services to others.
- Achieved high customer satisfaction ratings with timely follow-up on inquiries, resolving issues, and providing exceptional service.
Education
Bachelor Degree - Law Sciences
Constantin Brancusi University of Law
Targu-Jiu Romania 09.2006
High School Diploma -
Ecaterina Teodoroiu High School
Targu-Jiu Romania 09.1996
Induction in IT Process -
Atos University
03.2022
Global EMS Advanced -
Atos University
03.2022
Atos Cybersecurity & Safety Awareness 2021 -
Atos University
03.2022
Code of Ethics -
Atos University
03.2022
Skills
- Service Level Management
- Problem Management
- Incident Management
- Continuous Service Improvement (CSI)
- Mobile Telephone Communication
- Computer Telephony Integration (CTI)
- Selling
- Sales Support
- Telecommunication Basics
- MS Office
- Data Analytics
- Incident Investigation
- Customer Satisfaction
- Consultative Selling
- Customer Engagement
- Client Relationship Management
- Client Relationships
- Project Planning
- Service Level Agreement Management
- Project Implementation
- ITIL Framework
- Service desk oversight
- Incident Reporting
- Attention to Detail
- Worker Supervision
- Excellent Communication
- Organizational Skills
- Decision-Making
- Client Needs Assessments
Summary - Role
Service Delivery Manager
Languages
Romanian
English
German
Companyinformation
Atos, http://www.atos.net, Atos SE (Societas Europaea) is a leader in digital services with pro forma annual revenue of circa € 12 billion and circa 100,000 employees in 72 countries. Serving a global client base, the Group provides Consulting & Systems Integration services, Managed Services & BPO, Cloud operations, Big Data & Cyber-security solutions, as well as transactional services through Worldline, the European leader in the payments and transactional services industry. With its deep technology expertise and industry knowledge, the Group works with clients across different business sectors: Defense, Financial Services, Health, Manufacturing, Media, Utilities, Public sector, Retail, Telecommunications, and Transportation.
Timeline
Service Delivery Manager
Atos Global Delivery Center
10.2022 - Current
Service Manager
Atos Global IT Solutions And Services
01.2021 - 10.2022
Business Sales Representative
Orange Romania SA
10.2006 - 06.2008
Bachelor Degree - Law Sciences
Constantin Brancusi University of Law
High School Diploma -
Ecaterina Teodoroiu High School
Induction in IT Process -
Atos University
Global EMS Advanced -
Atos University
Atos Cybersecurity & Safety Awareness 2021 -
Atos University
Code of Ethics -
Atos University
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