Milan Krneta
Service Delivery Manager
Dubai
Summary
Dynamic Service Delivery Manager with a proven track record at Octopian Global Services, excelling in client relationship management and performance improvement. Expert in service level agreement management, I effectively resolved escalated issues while enhancing team productivity through targeted training programs. Strong communicator dedicated to fostering positive client interactions and driving operational excellence.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Octopian Global Services
02.2019 - Current
- Improved service quality, addressing client concerns promptly and professionally.
- Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Developed training programs to enhance employee skills and boost overall productivity levels.
- Assisted in the development of annual budgets, ensuring alignment with organizational objectives while maintaining fiscal responsibility.
- Coordinated new hire recruitment, training and development.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
Service Dlivery Key Acounts
Octopian Global Services
02.2015 - 02.2019
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
IT Engineer
Zira
04.2011 - 11.2014
- Troubleshot complex technical issues, providing timely resolution to minimize disruptions.
- Designed and deployed effective IT solutions for increased productivity and streamlined operations.
- Managed IT projects from inception to completion, ensuring on-time delivery within budget constraints.
- Developed comprehensive documentation for IT processes, streamlining knowledge sharing among team members.
Education
High School Diploma -
Bachelor of Science - IT Network Security
Faculty of Information And Communications Technolo
Belgrade, Serbia02-2010
Skills
Service level agreement management
Client relationship management
Performance improvement
Incident management
ITIL framework
Certification
• Cisco CCNA certificate
Timeline
Service Delivery Manager
Octopian Global Services
02.2019 - Current
Service Dlivery Key Acounts
Octopian Global Services
02.2015 - 02.2019
• Cisco CCNA certificate
06-2011
IT Engineer
Zira
04.2011 - 11.2014
High School Diploma -
Bachelor of Science - IT Network Security
Faculty of Information And Communications Technolo
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