Sergiu Ungureanu

· Leading organisational transformation initiative across 5 departments to establish a service-oriented model based on ITIL 4 and SAFe · Coordinating implementation of Configuration Management Database (CMDB) using Common Service Data Model (CSDM) · Promoting ServiceNow platform adoption through training delivery and functionality demonstrations · Actively contributing to maturity enhancement initiatives for Change and Configuration Management processes · Supporting employee transition towards a service-oriented and value-driven organisation · Developing and presenting strategic roadmaps and high-level implementation plans to executive leadership and board of directors

· Managed and led projects in the ITSM (Microfocus) realm: version upgrades, building integration bridges with DIGIT ServiceNow and Jira tools, single sign-on project, and implementation of new functionalities for internal and external stakeholders · Led ServiceNow pilot project: prepared project charter, SOW, and design documents for the IT asset management process. Collaborated with ServiceNow technical teams, contractors, and internal customers to collect requirements and build use cases · Supported organisation in transitioning to modern Agile, DevSecOps, and ITIL 4 ways of working · Managed organisation’s HW/SW licences for two critical data centres · Managed different portals and monitored licence usage for SmartBear, RedHat, Oracle, IBM, Axway, Confluent, Cisco, Elastic, VMware, UiPath, Tenable, and My Sonatype · Worked with contractors and ensured delivery of products meeting agreed quality standards · Conducted risk management meetings with technical teams and contractors · Delivered monthly, quarterly, and annual team reports to senior management, ensuring report quality and accuracy

· Trained people with emerging frameworks and best practices ITIL V3 and 4, Cloud, DevOps, and Lean IT. · Developed people and shifted their mindset to prepare for cultural organisational change · Defined business requirements and created technical design documentation · Designed and implemented processes in ServiceNow, BMC, and Cherwell (Incident, Problem, Configuration, SLM, Change/Release, and Knowledge Management) · Implemented SLAs, OLAs, and the Service Catalogue · Created KPIs and metrics to monitor performance and quality delivered to end users · Audited processes and documentation, proposed enhancements, and followed up on progress