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Реестр аккредитованных учебных центров, работающих в Российской Федерации и имеющих право проводить обучение по утвержденному списку курсов ITIL®


Manager’s Certificate in IT Service Management Список ITIL Expert'ов и сервис-менеджеров России и стран СНГ



Список российских профессионалов сервис-менеджмента, обладателей сертификатов priSM




Работа для Вас: актуальные вакансии


Грамчук Наталья
Untitled Document Грамчук Наталья

Education:

1989 — 1994 – Russian Academy of Economy named by G.V.Plekhanov, Moscow
Engineer-technologist

Tests/Exams
2006 – Manager’s certificate of ITSM
2006 — ITIL Foundation
2007 – Internal Audit (ISO20001)

PROFESSIONAL EXPERIENCE:

1999-present time        ZAO ‘Hewlett-Packard AO’

 

- District  Delivery Manager (Delivery Operations)
Resonsible for all aspects of Value Delivery Operations in Russian regions including:
1. Alignment service geographic delivery expansion strategy with business growth;
2. Regional delivery infrastructure development (direct and partners);
3. Service delivery excellence;
4. Customer satisfaction.

- Value Channel Delivery Manager (Value Service Delivery)
Responsible for customer satisfaction and
Operational management of Support Partners.
Responsible for Support Partner’s certification and education program.
Address the issues where the partner has to improve, agree on actions and results and monitor progress.
Manage Subco costs and productivity.
Participate in RFP, contract negotiations and the final selection of a Partner.

- Transition&Transformation Manager  (Solution Service Delivery) – former DealDeliveryMgr
Responsible for the overall Transformation Activity of the Project.
Responsible for ensuring that agreed deliverables are met to time/quality/cost.
Responsible for the Contract Analysis to identify Contract Deliverables and act as a single point of contract for Contract clarification questions.
Responsible for providing resources to support the Project and agreeing that the Transformation solutions are implementable, and operable and will meet the cost of delivery service level objectives and financial reduction plans.
Responsible for managing on ongoing base the support solution delivery activities throughout the life cycle of a specific customer deals.
Ensure consistent delivery performance with defined quality standards concerning all support delivery components involved based on a SoW and contractual obligations defined in SLA's.

- Call Center Manager (Customer Care Center)
Partner Management
Project Management
Development and deployment of operational processes
Performance control
Exceptions handling
Customer Satisfaction Index

- Customer Support Coordinator;
Delivery Admin Country Specialist.

Process design and implementation;
Escalation of any unresolved problems;
Participation in ISE Delivery Admin Group activities;
Customer complaints handling;
Sharing best practices with the team;
Subcontractors Control;
Trainings for Subcontractors;
Quality Performance Check.


1996-1999                       ZAO ‘Dealine Company’

1998-1999

- Product&Marketing Manager (Monitors)

Market Analysis and forecasting. Business planning.
Sales forecasting. Marketing program implementation.
Contracts and negotiation with suppliers.

1996-1998

- Purchasing Manager (Compaq, Toshiba, HP, ViewSonic, CTX, 3COM, APC, USRobotics)

Stock formation. Purchasing forecasting and planning.
Negotiations with suppliers. Support of contracts.

1993-1996                     ZAO ‘ORTA’

- Sales Manager (PCs, Peripherals, Computer Components)

End-user customer sales
Technical assistance providing within selling process
Product demonstrations, customer training and product installation responsibilities
Strategic sales account experience
Work with external partners to deliver solution sales

Language:                 English

Computer Skills:      MS Office, MS ACCESS, MS Exchange/ Outlook.

Personnel Skills:      Friendly, reliable, initiative, team-work oriented, multitasking

 

 

SAMday-2015

 

Партнеры конференции

Генеральный партнер конференции

COMPAREX

 

Золотой партнер конференции

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Серебряный партнер конференции

SoftwareONE

 

Бронзовые партнеры конференции

ЗАО «I-Teco» Flexera Software Ltd

 

 

Участник выставки

CompuTel

 

При поддержке

 

Информационные партнеры SAMday

 

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Партнеры itSMF России



 Директор информационной службы
 

Information Management

Открытые системы



Московское отделение ISACA

ABPMP Russian Chapter

GlobalCIO

СоДИТ

SPb CIO Club — партнер itSMF России

Высшая школа бизнес-информатики Государственного университета – Высшей школы экономики (ВШБИ)

МИИТ

ГУУ

Московский государственный университет экономики, статистики и информатики (МЭСИ)

Факультет ВМК МГУ имени М.В. Ломоносова

Московский институт электроники и математики (МИЭМ)

Институт информационных бизнес систем



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