Khatia Shaverdashvili
@khatiashaverdashvili
I lead mission-critical service delivery and transformation, driving insourcing, governance, and resilient 24/7 operations.
CzechiaWhat I'm looking for
I’m a strategic Operations & Service Delivery leader with 6+ years in mission-critical, 24/7 environments, built on a strong dual perspective from vendor and client-side roles. I drive structured transformation across people, processes, and service models—especially where stakeholder alignment, governance, and end-to-end delivery matter.
Most notably, I led the insourcing of a Service Desk, coordinating onboarding, training, communication, and operational readiness to deliver Day-1 stability. I’ve also led Hypercare for mission-critical data center migrations, owned knowledge management and SLA/KPI performance, and reduced recurring issues through problem management—using ITIL 4 frameworks and AWS cloud fundamentals to bridge technical delivery with business outcomes. Previously, as a Change Manager and Incident Manager, I directed CAB/ECAB change enablement and led major incident command with real-time executive reporting to ensure zero disruption to live services.
Experience
Work history, roles, and key accomplishments
Senior Service Manager
Alpiq
Feb 2023 - Jun 2026 (3 years 4 months)
Spearheaded the insourcing of a Service Desk, designing onboarding, training, communications, and operational readiness to ensure Day-1 stability. Led hypercare for mission-critical data center migrations, managed vendor relationships, and drove problem management and knowledge management for standardized support.
Championed regional service delivery excellence across a multi-country area by standardizing operational performance and coordination between technical teams. Built executive reporting frameworks to provide transparent insights into regional service health.
Directed Technical and Executive Change Advisory Boards (CAB/ECAB) to manage the end-to-end change lifecycle and protect live services from disruption. Conducted change impact assessments and coordinated stakeholder readiness communications across business and IT teams.
Commanded resolution of high-severity service disruptions by leading cross-functional war-rooms and coordinating incident handling between engineering and operations. Managed real-time executive reporting during major outages to align stakeholders on restoration progress and business impact.
Education
Degrees, certifications, and relevant coursework
UNSSC
UNSSC Digital4Sustainability, Digital4Sustainability
Completed the UNSSC Digital4Sustainability certification in July 2025.
ITIL 4 Foundation
ITIL 4 Foundation, Service Management
Earned the ITIL 4 Foundation service management certification in June 2025.
Amazon Web Services (AWS)
AWS Certified Cloud Practitioner, Cloud Computing (AWS)
Earned the AWS Certified Cloud Practitioner certification in March 2025.
Masaryk University
Master of Arts (M.A.), Energy Policy Studies
Completed an M.A. in Energy Policy Studies at Masaryk University in 2021.
Caucasus University
Bachelor of Arts (B.A.), International Relations
Completed a B.A. in International Relations at Caucasus University in 2013.
Availability
Location
CzechiaAuthorized to work in
Job categories
Skills
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