Improver

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Guy Katz

Guy Katz

Technical & Business Operations Manager

Givat Ada, Haifa

Summary
OBJECTIVE:

Seeking a challenging Global Service senior management position

PROFESSIONAL ACHIEVEMENTS:

PROFESSIONAL TEAMS MANAGEMENT
Developed and lead implementation of methodologies, work procedures, policies, performance metrices and dashboards for a global Managed Service solution.
Built and managed operations and technical teams, providing 24/7 service worldwide from customers “on site” locations and from “off shore” service centers.
Directed and facilitated an ongoing service improvement process.
Lead a change in service perception from reactive to proactive service approach, based on intensive monitoring and quick response aiming to minimize customer business interruption.
Consistently met and exceeded customer service level expectations as well as company resources and budget.

PRESERVED STRATEGIC CUSTOMERS AND EXPANDED SERVICE SCOPE
Improved customer satisfaction and increased ROI by providing devoted operations services.
Established effective communication channels with international customers and lead successful collaborations with internal teams as well as customer teams and third parties.
Provided stable and reliable complex software service solution in a dynamic and demanding environment.

SKILLS:
IT Professional with solid 25-year of managerial experience of global service teams.
Innovative and flexible thinking with high the ability initiate, promote and execute changes.
Strong analytical and problem-solving skills.
Experienced in designing and leading organizational changes.
Proven track record in building and managing technical service teams. (Currently 9 teams / 54 Employees located globally)
Broad experience in Project Management and Change Management. (PMP & ITIL Certified)
Solid understanding of software development life cycle processes including Analysis, Design, Implementation, testing, Deployment Management and Production Support.
Vast experience living and working in North American culture, fluent English.


Experience:

  • IT Team Leader (Compugen Ltd.)
  • Managed Services - OGS Manager (cVidya)
  • IT specialist (University Health Network)
  • IT MANAGER (SweetIM)
  • Technical & Business Operations Manager (Amdocs)

Skills:

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