Melanie Calivar
@melaniecalivar
I lead IT service delivery and onboarding operations that improve support performance across complex international organizations.
GermanyWhat I'm looking for
I've spent more than 10 years at Accenture delivering IT operations and service management across international teams and business environments.
As IT Service Desk Manager, I supported 800+ users across creative and technical teams, achieved 95% SLA compliance, and reduced ticket resolution time by 90% through redesigned workflows and closer technical collaboration.
I also led onboarding operations for 200+ new joiners monthly across three DACH countries and 15+ locations, coordinating travel, accommodation, IT setup, and cross-functional stakeholders. I re-launched the in-person onboarding experience and streamlined processes to reduce delays and recurring issues.
My work spans ITIL-based Incident, Problem, Change, Configuration, and Release Management, including Root Cause Analyses, service escalations, audits, and continuous improvement. I'm comfortable leading cross-functional teams and working in English, Spanish, German, and Italian.
Experience
Work history, roles, and key accomplishments
Led logistics and operations for onboarding 200+ new joiners monthly across 3 DACH countries and 15+ locations, coordinating travel, accommodation, IT setup and cross-functional stakeholders. Re-launched the in-person onboarding experience, introducing new engagement initiatives that improved participation and employee satisfaction.
Managed IT service delivery supporting 800+ users across creative and technical teams, aligning IT operations with business and production requirements. Redesigned Service Desk procedures and workflows, improving operational efficiency and enabling a more self-sufficient support model.
IT Service Management Coordinator
Aerospace Corporation
Jan 2020 - Jan 2021 (1 year)
Coordinated IT Service Management across Workplace and Network functions, supporting the delivery of critical IT services and cross-functional operations. Managed ITIL processes including Incident, Problem, Change, Configuration and Release Management, ensuring effective service delivery and adherence to operational standards.
Created Root Cause Analyses (RCAs) and implemented preventive actions to reduce recurring incidents and problems related to IT infrastructure. Managed Problem Management escalations, reviewing RCAs, Problem Alerts and client-facing reports to ensure accuracy and quality.
Generated daily ticket status and performance reports to support service delivery and queue management. Managed support queues to ensure timely resolution and handled user access creation and modifications across multiple platforms.
Provided technical support for LATAM Airlines employees, managing ticket backlogs and resolving incidents via Remedy ITSM while utilizing specialized systems including Sabre and Amadeus.
Education
Degrees, certifications, and relevant coursework
UTN
Associate's Degree, Aeronautical Management
Pursuing an Associate's Degree in Aeronautical Management, expected to complete in 2028 through online learning.
ITIL
ITIL 4 Foundation, IT Service Management
Completed ITIL 4 Foundation certification.
Agile Foundations
Agile Foundations: Scrum & Kanban, Agile
Completed training in Agile Foundations covering Scrum and Kanban.
Leadership Essentials
Leadership Essentials & People Mgmt, Leadership
Completed training in Leadership Essentials and People Management.
Project Management Essentials
Project Management Essentials, Project Management
Completed training in Project Management Essentials.
Tech stack
Software and tools used professionally
Availability
Location
GermanyAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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