IT, Service Delivery & Operations Consultant
About Me
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.
Skills
Project ManagementLinuxCI CDJiraReportingSoftware DevelopmentData AnalyticsTeam LeadershipMicrosoft ExcelDevOpsBudget ManagementScrumBusiness AnalysisOperations ManagementITSM
Education
MSc in Management
BA in English Philology
Experience
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.