Iveta Uzina
Cologne
Summary
Results-driven Technical Operations & Service Delivery Manager with 15 years managing complex, business-critical environments in hospitality. Led incident management and cross-functional coordination to ensure operational continuity in international deployments. Delivered technical troubleshooting and system implementation while aligning stakeholders in high-pressure situations.
Overview
31
31
years of professional experience
Work History
Project Manager
HRS Hospitality & Retail Systems
12.2023 - 02.2026
- Managed project scope, timelines, resources, and risks to meet project objectives
- Coordinated cross-functional teams to achieve successful go-live and project delivery
- Coordinated global technical implementations, ensuring seamless service continuity
Senior Technical Account Manager
HRS Hospitality & Retail Systems
11.2021 - 12.2023
- Cultivated strategic enterprise accounts and nurtured long-term client relationships to enhance satisfaction and retention
- Managed critical incidents and escalations, coordinating cross-functional teams to restore service and maintain operational continuity
- Executed technical upgrades and system changes, ensuring operational stability and performance aligned with requirements
- Engaged with external vendors to troubleshoot infrastructure issues, facilitating swift resolution and minimising service disruption
Customer Success Manager – Strategic Accounts (EAME)
Oracle Global Services Germany
Düsseldorf
05.2015 - 10.2021
- Owned escalation management processes, achieving consistently high customer satisfaction ratings
- Delivered large-scale implementations and service upgrades, driving operational improvements for clients
- Managed enterprise hospitality clients across EAME region, enhancing client relationships and retention
Service Delivery Manager – EAME
Micros-Fidelio GmbH
Düsseldorf
01.2010 - 05.2015
- Ensured SLA compliance while effectively resolving critical incidents to maintain service quality
- Managed international service delivery and implementation projects to align with client expectations
- Coordinated global teams across operations and technical functions to streamline project execution
Hotel Systems Support (Level 1 & 2 – OPERA)
Micros-Fidelio
Galway
09.2002 - 05.2009
- Delivered technical support for OPERA PMS systems across EAME, enhancing user experience and system reliability
- Troubleshot and resolved complex system and configuration issues, minimising downtime for clients
- Partnered with client IT teams to identify and escalate product defects, ensuring timely resolution and improved system performance
Earlier Career – Hospitality Industry
01.1995 - 01.2002
- Managed front office and guest services at Le Méridien, Radisson, and Hotel Riga across locations in Riga, Dubai, and Frankfurt.
- Provided exceptional customer service and resolved guest issues promptly.
- Assisted in daily operations, supporting front office teams and ensuring seamless guest experiences.
Education
Hospitality & Hotel Management diploma -
Riga Tourism School
Riga, LatviaScholarship Program -
CERT Hotel School, Ireland
IrelandGerman Language Program -
Hermann Hesse College
GermanyTraining - HR & Sales
Tourism Management & Supervisory
Secondary Education Diploma -
Riga, LatviaSkills
- Project management
- Incident management
- Operational continuity
- Technical Operations Coordination
- Process improvement
- Cross-functional Team Leadership
- Change Management
- Risk management
- Vendor and stakeholder management
- OPERA PMS / Hospitality Systems
Languages
Latvian
Beginner
A1
English
Beginner
A1
Russian
Beginner
A1
German
Upper Intermediate
B2
Interests
- Reading
- Exploring international cuisines through cooking
- Watching educational quiz shows
Timeline
Project Manager
HRS Hospitality & Retail Systems
12.2023 - 02.2026
Senior Technical Account Manager
HRS Hospitality & Retail Systems
11.2021 - 12.2023
Customer Success Manager – Strategic Accounts (EAME)
Oracle Global Services Germany
05.2015 - 10.2021
Service Delivery Manager – EAME
Micros-Fidelio GmbH
01.2010 - 05.2015
Hotel Systems Support (Level 1 & 2 – OPERA)
Micros-Fidelio
09.2002 - 05.2009
Earlier Career – Hospitality Industry
01.1995 - 01.2002
Hospitality & Hotel Management diploma -
Riga Tourism School
Scholarship Program -
CERT Hotel School, Ireland
German Language Program -
Hermann Hesse College
Training - HR & Sales
Tourism Management & Supervisory