Sava Isakovic

Creating a new framework / value stream for designing Service Offers within Schneider Electric Digital Grid, based on ITIL (IT Infrastructure Library) and Schneider Electric internal OLM (Offer Lifecycle Management) process. "Service Design" Process ownership, as per ISO9000 and ISO20000. Enabling Services Team Members via teaching, mentoring and shadowing them about IT Service Management discipline (how to create new Service Offers).

Contribute to future Service Organization advance by implementing adequate IT Service Management best practices. Envisioning, planning, designing, building and testing various new Support and Maintenance, Managed Service and Professional Services for the external Customers as per ITIL (IT Infrastructure Library). Enabling Services Team Members via teaching, mentoring and shadowing them about IT Service Management discipline (how to design new Services).

Enabling Service Operations as per IT Service Management best practice. Further development of IT Service Management discipline by designing and transitioning the next generation of the following Service Lines for the external Customers: Support and Maintenance, Managed Service and Professional Services, as well as underpinning Processes as per ITIL (IT Infrastructure Library). Enabling Services Team Members in IT Service Management discipline (how to design Services and Processes) by designing and conducting a series of IT Service Management trainings.

Understanding Customer’s needs. Assessment of current status of Support and Maintenance organization, creating first improvement plan. Establishing Service Organization and basic IT Service Management best practice. Introducing and delivering the following Service Lines for the external Customers: Support and Maintenance, Managed Service and Professional Services. Introducing IT Service Management discipline, delivering adequate IT Services, fulfilling SLA and other Contractual obligations. Envisioning, planning, designing, building and testing new IT Processes as per ITIL (IT Infrastructure Library). Responsible for 25 Team Members, teaching, mentoring and shadowing them about IT Service Management discipline (how to design and implement IT Processes and deliver Services).

Job description: Microsoft Consulting Services business management: budgeting, forecasting, reporting, planning, administration, organization, estimation, pre-sales and contracting – formalizing Consulting Services proposals, understanding Customer’s IT needs and turning Business Requirements into Functional Specification, Statement of Work and Work Order. Microsoft Consulting Services delivery and resource management: Envisioning, planning, designing, building and testing new IT services by utilizing Microsoft local and cross border Consultants, “Centre of Excellence” Architects and various local and regional Partner technical and development resources. Project / Program / Portfolio Management based on MSF (Microsoft Solutions Framework) and Microsoft SDM (Service Delivery Methodology). IT Strategy and Operations consulting (Services and Process oriented IT organizational help) as per ITIL (IT Infrastructure Library) and MOF (Microsoft Operations Framework). Technology delivery: IT Solution architecture, design, installation, configuration, implementation and documenting. Relationship and joint effort with Microsoft consulting Partners. Creating training courses and instructing Customers. Internally responsible for overall Microsoft Consulting Services Business metrics (including financials), externally responsible for Microsoft Consulting Services quality delivery to Enterprise Customers in Serbia. Technology: All Microsoft Operating Systems, Core Infrastructure and whole range of professional technologies, products and solutions on various Hardware platform from different Vendors. Azure (Microsoft version of IaaS Cloud) – successfully led first Azure based Project in Serbia which was awarded by Microsoft world-wide Case Study: http://www.microsoft.com/danmark/cases/Windows-Azure/Delta-Generali/Major-Insurance-Firm-Renovates-Auto-Inspection-Company-Operations-with-Cloud/710000002970

Job description: Microsoft Premier Support business management: budgeting, forecasting, reporting, planning, administration, organization, pre-sales and contracting. Microsoft Premier Support service delivery and resource management: providing reactive and proactive technical support services by organizing and deploying various resources: local Technical Account Managers, Microsoft Global Technical Support Centre Representatives and Premier Field Engineers. IT Strategy and Operations advisory (Services and Process oriented IT organizational help) based on ITIL (IT Infrastructure Library) and MOF (Microsoft Operations Framework). Creating training courses and instructing Customers. Internally responsible for overall Microsoft Premier Support Business metrics (including financials), externally responsible for organizing local Microsoft Premier Support delivery team ready to fulfil Enterprise Customers contractual obligations in Serbia, and achieve high Customer satisfaction. People management: responsible for mentoring, teaching and leading team of 3 local Technical Account Managers. Technology: All Microsoft Operating Systems, Core Infrastructure and whole range of professional technologies, products and solutions on various Hardware platform from different Vendors.

Job description: Microsoft Premier Support Services new market development, sales and contracting. Microsoft Premier Support service delivery: Customer technical problem troubleshooting, solving and documenting. Proactive support services, maintenance and IT Operations advisory (Services and Process oriented IT organizational help) based on ITIL (IT Infrastructure Library) and MOF (Microsoft Operations Framework). Organizing and utilizing various cross border “Microsoft Global Technical Support Centre” and “Premier Field Engineering” resources for both reactive and proactive support services. Relationship and joint effort with Microsoft gold support Partners. Creating training courses and instructing Customers. Internally responsible for overall Microsoft Premier Support Business metrics (including financials), externally responsible for delivering Microsoft Premier Support to Enterprise Customers in Serbia and Montenegro, contractual fulfilment and Customer satisfaction. Technology: All Microsoft Operating Systems, Core Infrastructure and whole range of professional technologies, products and solutions on various Hardware platform from different Vendors. Successfully participated in migration of SAP system based on SQL 2000 to SQL 2005, which was awarded by Microsoft Case Study: http://www.microsoft.com/serbia/studijeslucaja/tarkett.mspx