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Delivery manager

Delivery manager

Delivery Managers with wide experience in various industries to provide planning, implementation, and control of the provision of the IT services to meet the requirements of the Customer's business. We have 15+ years of experience for more than 50 customers.

Trained and certified in ITIL, Agile, Scrum, PMI, PRINCE II, COBIT frameworks/methodologies, our service delivery managers are being single point of contact for the Customer, demonstrating Customer centric mindset, focused on ensuring and maintaining the smooth and reliable operation of all services provided.

Technology
ITSM Expert
ITIL
Agile
Prince II
Scrum

Refence cases

STANDARDIZATION OF DELIVERY FROM DIFFERENT SUPPLIERS
Challenge

Customer’s questions are being solved very slowly with lack of response from Suppliers’ side. Many escalations are related to human errors. All reporting is very custom and time consuming.

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Results
Escalation tracker was introduced and implemented. All escalations and executions of action plans are being tracked there
Regular and effective communication between Ops Managers from different Suppliers was set up
CSI process of standardization and optimization of delivery was launched with primary focus on needed metrics, KPIs and extended reporting
Communication and escalation models were created and presented to the customer, this allowed to address proper questions to the proper people. All operational questions started to be solved in BAU mode by Delivery Manager
Operational questions in customer’s attention area started to be properly coordinated which allowed to avoid escalations
IMPROVING GOVERNANCE AND COMMUNICATION MODELS
Challenge

No proper service improvements in pipeline. Customer relationships are not in good shape. Many exclusions in operational workflows, which led to additional expenses from the Customer. Customer constantly escalates operational issues to CIO and CEO trying to speed up.

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Results
Regular operational meetings with customer’s stakeholders were set up. All questions are recorded and tracked and customer’s expectations on duration and quality are being fulfilled
Delivery Manager created communication and escalation model and presented it to the customer, this allowed to address proper questions to the proper people. All operational questions started to be solved in BAU mode by Delivery Manager
Contract Managers moved their focus on developing customer’s relationships and additional services
Delivery Manager set up regular and effective communication between Ops Managers from different Suppliers and launched CSI process of standardization and optimization of delivery
DELIVERY MANAGER WITH APPROPRIATE TECHNICAL BACKGROUND
Challenge

Lack of understanding of technical solutions by Contract Managers. Escalations from the customer related to lack of ownership of critical issues. Changes are being implemented with impact to the business due to lack of proper assesment.

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Results
Delivery Manager started assessments of proposed complex tech solutions. He was highlighting and fixing possible issues before discussing with the customer
Operational questions in customer’s attention started to be properly coordinated
Relationships between CIs are being taken into consideration during complex changes. Escalations stopped
SHAREPOINT APPLICATIONS SUPPORT
Challenge

Provide reliable and cost-effective support for SharePoint platform and SharePoint applications for 126 000 users.
Fast delivery of complex changes to applications in support.

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Results
Reduced service costs by 35% compared to those of previous service provider
Shortened target incident resolution time by 50%
SharePoint platform availability 99.99%
Overall SLA compliance 99%
155 application releases in average delivered yearly
98% of change requests delivered within agreed budget and timeframe
11 years of service provision as core supplier for major international company with 126 000 users
MAINTENANCE OF 100+ ENTERPRISE APPLICATIONS
Challenge

As part of the implementation of the global strategy, the Customer planned to consolidate all tasks to support enterprise applications and outsource them to one service provider – GDC Services. The company needed to take over the service from previous contractors and provide support for about a hundred of the Customer's enterprise applications.

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Results
GDC Services provides support for about 100 enterprise applications of the Customer and has entered the green zone for all SLAs from the first month of operation.
GDC Services has integrated into the global development strategy of the Customer, while maintaining the service level in the macro-region.
The Customer received a predictable and transparent service model for user support, onsite support, maintenance of data centers, network infrastructure and enterprise applications from a single contractor throughout Eurasia.
IMPLEMENTATION OF IN-STORE RETAIL SOLUTION
Challenge

International Fashion Retailer with HQ in Ireland decided to rapid expansion to continental Europe and USA to more than 400 stores in 20 countries. Service had to start for Minimum viable product of POS Solution for one country. Service was continued with onboarding new countries into support considering the product was not yet stable and required significant further development and bug fixing.

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Results
Released 350+ stores in 11 countries with 7000 Tills in total
100 SLA during the service, high customer satisfaction
Established the new processes for Release Management, Defect Management, problem management and may others

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