GG

Looking for a job

Gabrijela Gajic

@gabrijelagajic

I lead banking software support operations, service delivery, and release lifecycles for regional clients.

What I'm looking for

I'm looking to lead service delivery and operations teams, improve processes and service quality, manage complex releases and incidents, and build strong client relationships.

At ASEE, I lead banking software support teams and own end-to-end service delivery for regional banking clients. I manage release lifecycles, improve workflows, maintain SLA compliance, and act as an escalation point for complex incidents.

Across Vip mobile and A1 Slovenia, I've led international contact center teams, service strategy, quality frameworks, vendor coordination, workforce planning, and digital transformation testing. I bring 19+ years of operations leadership grounded in ITIL, Agile principles, client relationships, and continuous improvement.

Experience

Work history, roles, and key accomplishments

AS

Current

Unit Manager, Banking Support

Current

ASEE

May 2020 - Present (6 years 4 months)

Leading software support teams and providing technical support to IT teams in client organizations. Owning end-to-end service delivery operations for regional banking clients.

Jira Excel CRM Systems Core and Digital Banking Software Power BI ITIL Incident Management Problem Management SLA Management Release Management

VM

Digital Transformation Project

Vip mobile

Mar 2019 - Apr 2020 (1 year 1 month)

Managed testing processes in a digital transformation project.

Testing Digital Transformation

VM

Business Contact Center Manager

Vip mobile

Nov 2017 - Mar 2019 (1 year 4 months)

Managed business contact center operations and service strategy. Led vendor coordination and oversaw premium customer support and service quality.

Contact Center Management Vendor Management Budget Management Forecasting Performance Optimization

VS

Contact Center Manager

Vip mobile & A1 Slovenia

Mar 2010 - Nov 2017 (7 years 8 months)

Led large international teams across Serbia and Slovenia. Designed and implemented service strategies and operational improvements.

Team Leadership Workforce Planning Training Performance Management Process Optimization Quality Improvement

VM

Quality Assurance Manager

Vip mobile

Jul 2009 - Mar 2010 (8 months)

Implemented and maintained quality assurance frameworks. Defined service standards and monitored performance.

Quality Assurance Service standards Performance Monitoring

VM

Customer Service Team Manager

Vip mobile

Apr 2007 - Jul 2009 (2 years 3 months)

Supervised teams and ensured performance and development.

Team Supervision Performance Management Employee Development

Education

Degrees, certifications, and relevant coursework

JU

John Naisbitt University

Bachelor, Journalism

Bachelor in Journalism from the Faculty of Political Science at John Naisbitt University in Belgrade.

Tech stack

Software and tools used professionally

Jira

Microsoft Excel

SQL

Power BI

Availability

Looking for a job

Location

Serbia

Authorized to work in

Salary expectations

55k+ EUR

Job categories

IT Service Manager Operations Manager Service Delivery Manager Contact Center Manager QA Manager

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