# Melanie Calivar

Melanie Calivar is a remote worker on Himalayas, New Joiner Onboarding Manager at Accenture, based in Germany.

Source: https://himalayas.app/@melaniecalivar

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I lead IT service delivery and onboarding operations that improve support performance across complex international organizations.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Germany |
| Authorized to work in | Germany |
| Salary expectations | 55k+ EUR |
| Job categories | IT Service Manager, Service Delivery Manager, Project Manager, Service Desk Manager, Onboarding Manager, Problem Manager |
| Skills | IT Service Management, Service Delivery, ITIL, Incident Management, Problem Management, Change Management, Configuration Management, Release Management, Service Desk Management, Stakeholder Management, Process Improvement, Project Management, Team Leadership, SLA Management, Root Cause Analysis, Confluence, Jira, Remedy, Active Directory, Citrix, Lotus Notes, Sabre, Amadeus, ServiceNow, Scrum, Kanban, English, Spanish, German, Italian |
| LinkedIn | https://linkedin.com/in/melanie-calivar |

## What I'm looking for

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I'm looking to lead IT service delivery, operational improvement, and cross-functional teams in an international environment where I can improve user support, service quality, and scalable processes.
```

## About

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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

### New Joiner Onboarding Manager

[Accenture](https://himalayas.app/companies/accenture). Jan 2024 - Jan 2025

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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.
```

Skills: Onboarding, Stakeholder-Management, Process-Improvement, Cross-functional-Coordination, Logistics

### IT Service Desk Manager

[Accenture](https://himalayas.app/companies/accenture). Jan 2021 - Jan 2024

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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.
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Skills: IT-Service-Management, Service-Desk-Management, SLA-Management, Process-Optimization, Team-Leadership, Incident-Management, Self-Service-Solutions

### IT Service Management Coordinator

Aerospace Corporation. Jan 2020 - Jan 2021

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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.
```

Skills: ITIL, Incident-Management, Problem-Management, Change-Management, Configuration-Management, Release-Management, Cross-functional-Coordination

### Problem Management Lead

[Accenture](https://himalayas.app/companies/accenture). Jan 2016 - Jan 2019

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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.
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Skills: Root-Cause-Analysis, Problem-Management, SLA-Management, KPI-Management, Knowledge-Management, Audit, Team-Leadership

### IT Support Analyst

[Accenture](https://himalayas.app/companies/accenture). Jan 2014 - Jan 2016

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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.
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Skills: Ticket-Management, Reporting, Active-Directory, Citrix, Lotus-Notes, RACF, SoakIT

### Technical Support Specialist

[Accenture](https://himalayas.app/companies/accenture). Jan 2012 - Jan 2014

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Provided technical support for LATAM Airlines employees, managing ticket backlogs and resolving incidents via Remedy ITSM while utilizing specialized systems including Sabre and Amadeus.
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Skills: Technical-Support, BMC-Remedy-ITSM, Sabre, Amadeus, Incident-Management

## Education

### UTN

Associate's Degree, Aeronautical Management

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Pursuing an Associate's Degree in Aeronautical Management, expected to complete in 2028 through online learning.
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### ITIL

ITIL 4 Foundation, IT Service Management

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Completed ITIL 4 Foundation certification.
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### Agile Foundations

Agile Foundations: Scrum & Kanban, Agile

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Completed training in Agile Foundations covering Scrum and Kanban.
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### Leadership Essentials

Leadership Essentials & People Mgmt, Leadership

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Completed training in Leadership Essentials and People Management.
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### Project Management Essentials

Project Management Essentials, Project Management

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Completed training in Project Management Essentials.
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## Tech stack

- Jira
- Confluence
- Citrix
- ServiceNow

To contact Melanie, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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