I am an Information Technology Consultant with extensive experience in IT service management, portfolio operations, and service delivery for multinational corporations. Over the years, I have developed expertise in leading software development teams, cross-functional engineering sections, and support desk departments. My technical knowledge spans desktop, mobile, and cybersecurity ecosystems, and I am passionate about exploring advancements in ICT.
Currently, I work as an IT, Service Delivery & Operations Consultant on contract basis, advising on the implementation and continuous improvement of onsite technology services. I provide expert evaluations of IT management software resources such as ServiceNow, Jira, and Excel, and produce regular KPI and SLA tracking reports. I also assist in operational planning with comprehensive budget dashboards and quarterly reviews.
Previously, I have held various contract roles including SharePoint and Project Management Specialist at NATO – NCIA, where I supervised SharePoint permissions, optimized project documentation, coordinated meetings, managed budgets, and supported contract preparation. I successfully produced a unified Excel workbook that improved progress tracking efficiency by 80%.
I also served as a ServiceNow Administrator & Service Delivery Analyst at NATO - NCIA, creating detailed reports, maintaining data analytics platforms, managing SLA health reporting, and automating data updates. My experience includes portfolio operations management at Valtech, where I managed European operations portfolios with high SLA availability and integrated ServiceNow ITSM with Jira workflows to enhance software support.
Throughout my career, I have demonstrated strong skills in IT service management, operations, business analysis, and cybersecurity. I hold an MSc in Management from the University of Bristol and a BA in English Philology from Veliko Turnovo University. I am certified in project management and ITSM, Agile methodologies, and hold NATO Secret Security Clearance. I am fluent in Bulgarian and English, with working knowledge of German and Spanish.
Advise on the implementation and continuous improvement (CI/CD) of onsite technology services; Provide expert evaluation of resources in IT management software (ServiceNow; Jira; Excel); Produce regular reports for KPI and SLA tracking; Assist in operational planning with comprehensive budget dashboards and quarterly reviews.
Supervise SharePoint permission levels and optimize project documentation structure; Coordinate internal and external meetings, ensure proper resource management including budget, allocation and deadline supervision; Support contract preparation and manage release of solicitation documents; Enable consistent service delivery reporting; Track plans and fund expenditure with ServiceNOW following the PRINCE2/PMP work-breakdown structure; Monitor and edit NSIP budget requirements based on national bid submissions and demands.
Create detailed ServiceNow and EBA reports with priority to operational and business analysis; Maintain the data analytics platform and assist senior executives with resource and portfolio management; Communicate with project managers to assist with task execution; Manage SLA health reporting and resource modifications in ServiceNow PPM and plan targets of upcoming sprints on ITOM; Automate data updates in ServiceNow and Excel pivot workbook reports.
Manage European operations portfolio with SLA of more than 95% availability; Integrate ServiceNow ITSM with JIRA workflows for end-to-end software support; Adhere to and deliver main tasks on Statements of Work including cybersecurity measures; Ensure constant and consistent stakeholder engagement; Serve as Single Point of Contact (SPOC) for client communications; Maintain Confluence/SharePoint knowledge database and integrity.
Design and lead program management with adjacent projects and B2B solutions; Manage project budgets and schedules using ServiceNow; Control data access in SharePoint; DevOps database cluster creator; Supervise delivery, evaluating PowerBI reports and Oracle Siebel.
Oversee SaaS delivery and Operational Level Agreement coordination of Technology Support Services Center; Produce annual departmental budget and develop certification programs for team members.
MSc in Management
BA in English Philology
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