Djordje Andric - IT Service Manager
IT Service Management | IT Outsourcing & Offshoring | IT Project Management | Team Management
    IT Service Management


Service Strategy
  • Develop service portfolio, offerings and capabilities
  • Financial Management - Budgeting, cost control
  • Business Relationship Management
  • Service Demand Management
Service Design
  • Service Catalog - Concept, scope, content, periodical reviews
  • SLA - Negotiating scope, defining KPIs, periodical reviews
  • Risk/Compliance - SOX and Op Risk reviews, IT Compliance reviews
  • Revisions of capacity and availability and defining/revising KPIs
  • Service Continuity/BCP - SRP and DRP Planning, Crisis Management, BCP Testing Management
  • Supplier Management - Sourcing and managing external service vendors (experience with Indian vendors); Negotiating SOW, establishing and reviewing KPIs; Knowledge transfer management
Service Transition
  • Project Management Transition Planning and Support - Ownership of the transition process, planning and coordination of resources and knowledge transfer, management reporting
  • Change Management, Release and Deployment Management, Service Validation and Testing - Revision and certification of all changes from the production perspective; Production readiness reviews and sign-off; Accountability and front to back project management
  • Service Asset and Configuration Management - CMDB supervision; Ownership, revision and maintenance of the CIs and other information; CMDB definition and setup
  • Knowledge transfer management (performed in the scope of Supplier Management); Periodic revisions, gap analysis of Vendor's knowledge base articles
Service Operation
  • Event/Incident/Request/Problem Management - Crisis management; Escalation PoC; Business communication; Incident and Problem Resolution Management
  • IT Operations Management - Supervision and management of the operational activities performed by the support staff (support tasks, infrastructure tasks); KPI definition and reviews; Management feedbacks
Service Improvement
  • Gap analysis of the current service and processes
  • Initiation and leading the improvement initiatives and projects


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