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Alex Plough

@alexplough

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Service Delivery Manager at Gazprom Neft who reduced critical-service downtime by 40%+ across 15 systems and 20+ sites.

Russian Federation

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At Gazprom Neft PJSC, I reduced downtime of critical services across 15 systems and 20+ sites by 40%+ year over year. I introduced monitoring and dashboards and revised SLA/OLA.

I also built a vulnerability remediation service based on Security Brief (MaxPatrol) for 7,000+ servers, increasing on-time ticket closure by 85% within six months. At 25 hard-to-reach sites, I organized communication-channel modernization that reduced restoration time from several days to 1–2 minutes.

Earlier at Gazprom Neft PJSC, I implemented Managed Print Services for 1,500+ users and automated 70% of routine requests through ticket-routing changes across L1–L3. I also established end-to-end management of 30+ business services, improving SLA from 65% to 98%.

At Ip-Com Russia, I worked in pre-sales and IT service project management, supporting deals across storage, servers, and MPS. I also co-founded and served as CEO of Medicus Private Medical Center, launching two clinics and later selling the business at a 20% premium to valuation.

Experience

Work history, roles, and key accomplishments

Service Delivery Manager

Gazprom Neft PJSC

Mar 2023 - Apr 2026 (3 years 1 month)

Reduced downtime of critical services across 15 systems and 20+ sites by 40%+ year-over-year by implementing monitoring, dashboards, reporting, and revising SLA/OLA. Built a vulnerability remediation service for 7,000+ servers, increasing on-time ticket closure by 85% within 6 months.

Zabbix Grafana SLA Management Vulnerability Remediation MaxPatrol IT Infrastructure Digital Transformation Monitoring Reporting

Service Delivery Manager

Gazprom Neft PJSC

Mar 2023 - Apr 2026 (3 years 1 month)

Reduced downtime of critical services across 15 systems and 20+ sites by 40%+ year-over-year by implementing monitoring, dashboards, and reporting. Built a vulnerability remediation service for 7,000+ servers, increasing on-time ticket closure by 85% within 6 months.

Zabbix Grafana SLA OLA Management Security Briefings MaxPatrol IT Infrastructure Digital Transformation Monitoring Dashboarding Reporting

IT Service Manager

Gazprom Neft PJSC

Feb 2021 - Mar 2023 (2 years 1 month)

Implemented a Managed Print Services solution for 1,500+ users, cutting downtime by 98% and delivering cost savings. Automated 70% of routine requests by optimizing ticket routing across L1–L3, freeing 200+ FTE per month.

Managed Print Services ITIL SLA Automation Ticket Routing L1 L3 Business Services Cost Savings

IT Service Manager

Gazprom Neft PJSC

Feb 2021 - Mar 2023 (2 years 1 month)

Implemented a Managed Print Services solution for 1,500+ users, cutting downtime in business-critical processes by 98% and delivering cost savings of RUB 15m in the first year. Automated 70% of routine requests by optimizing ticket routing across L1–L3, freeing 200+ FTE per month.

Managed Print Services IT Service Management Automation Ticket Routing SLA Management Cost Optimization

Pre-Sales & IT Service Project Manager

Ip-Com Russia

Nov 2017 - Feb 2021 (3 years 3 months)

Improved IT project-to-contract conversion from 38% to 85% by introducing demo environments and CTO engagement models, achieving over 90% customer retention. Brought 3 new vendors to market, delivering 90% sales plan attainment for each.

Pre Sales Project Management Vendor Management Sales Strategy Customer Retention Demo Environments CXO Engagement

Pre-Sales & IT Service Project Manager

Ip-Com Russia

Nov 2017 - Feb 2021 (3 years 3 months)

Improved IT project-to-contract conversion from 38% to 85% by introducing demo environments and CTO engagement models. Brought 3 new vendors to market and supported 15+ deals totaling over RUB 420m.

Pre Sales Project Management Demo Environments Vendor Management Sales Storage Servers MPS

Co-Founder & CEO

Medicus Private Medical Center

Jan 2012 - Nov 2017 (5 years 10 months)

Launched 2 clinics from scratch in Saint Petersburg and Barcelona, obtained 30+ licenses, and reached break-even in 11 months. Built and managed a 65+ person team with 8% annual turnover and sold the business at a 20% premium.

Startups Business Operations Team Management Licensing Due Diligence P&L Budgeting

Co-Founder & CEO

Medicus Private Medical Center

Jan 2012 - Nov 2017 (5 years 10 months)

Launched 2 clinics from scratch in Saint Petersburg and Barcelona, obtained 30+ licenses across Russia and the EU, and reached break-even in 11 months. Built and managed a 65+ person team with 8% annual turnover vs. ~20% industry average.

Business Operations Team Management Licensing Due Diligence Startups P&L Budget Management