Asen Kanchev
@asenkanchev
I deliver reliable IT services, SLA performance, and customer-aligned operational improvements.
BulgariaWhat I'm looking for
I'm the Service Delivery Manager at Energize Global Services Bulgaria, serving as the business's first point of contact for services and applications in my scope. I identify business needs, oversee production service delivery, and manage service lifecycles, SLAs, dashboards, demand intake, and operational readiness.
Across Atos, DXC Technology, and Hewlett Packard Enterprise, I've led service-level management, reporting onboarding, stakeholder alignment, and ITSM process improvement. At HPE, I managed end-to-end onboarding for SLA and operational reporting solutions, from scope and risk analysis through deployment, validation, and handover to support teams.
I bring 11+ years of ITSM experience and 10+ years of project management experience, backed by ITIL 4 Managing Professional certification. I work across multicultural virtual teams, coach and mentor people, and help customers, suppliers, and internal teams stay aligned.
My technical foundation includes Microsoft Exchange Server, Windows Server, Active Directory, and Outlook support. Earlier leadership roles at Convergys and Sutherland Global Services strengthened my focus on customer satisfaction, service quality, staffing, operational metrics, and team performance.
Experience
Work history, roles, and key accomplishments
I’m the first point of contact for the Business for all demands related to the services and applications in my scope.
My main responsibilities are to identify the business needs and oversee the delivery of the production services.
As part of the delivery of the overall customer solution I apply existing processes to meet consistently, in a cost-effective manner, the agreed service level agreemen
Worked as Service Delivery Manager at Atos.
Worked as Service Level Manager and Reporting On – boarding Lead at DXC Technology.
Service Level Manager and Reporting On – boarding Lead
Oct 2015 - Apr 2017 (1 year 6 months)
Responsible for the end-to-end implementation of infrastructure, tools and scripts that will allow the provision of the required SLA and operational reporting for ES Managed accounts, for the on-boarding of towers specific SLAs and reports and for the implementation of HPE standard and custom SLM and Reporting processes.
Scope of activities:
• Full SLM and Reporting On-boarding Project Management
Responsible for Microsoft CTS Platform and Core Professional Support Team.
• Ensuring the highest levels of customer satisfaction and business excellence. Responsible for the end to end workflow of technical solutions to Enterprise Microsoft customers and partners.
• Ensuring that operational, quality and customer satisfaction targets are consistently met or exceeded.
• Managing and distributing
Microsoft Exchange Server Senior Engineer with French and English – second level
Jul 2012 - Dec 2012 (5 months)
Administrating, deployment and troubleshooting Microsoft Exchange Server 2003, 2007 and 2010, Windows Server 2003, 2008, 2012 and Active Directory related issues; establishing remote sessions in order to resolve technical problems on customer’s environment; helping Product Lead in organizing and prioritizing tasks; mentoring new employees; troubleshooting Outlook 2007 and Outlook 2010 technical is
Managing and supervising a team of 16 associates;
Maintaining all the team’s metrics as per the client’s contract (CSAT, Service Level, Average Handling Time, Shrinkage);
Analysing customers satisfaction and dissatisfaction surveys;
Identifying potential and on-going issues and providing real-time solutions.
Worked as Associate at Sutherland Global Services.
Education
Degrees, certifications, and relevant coursework
Sofia University St. Kliment Ohridski
Master at International Relations, European Law, French, English, International Relations, Negotiations, Protocol
1998 - 2003
Sofia University St. Kliment Ohridski
Master, International Relations
1998 - 2003
Pursued a Master's degree in International Relations, focusing on European Law, French, English, International Relations, Negotiations, and Protocol.
Tech stack
Software and tools used professionally
Availability
Location
BulgariaAuthorized to work in
Salary expectations
Job categories
Skills
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