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Mihai Gabriel

@mihaigabriel

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I lead AI-enabled IT transformation, automation, and digital workplace service improvement across global operations.

Romania

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What I'm looking for

I'm looking to lead AI-enabled IT transformation, automation, Agile delivery, and service redesign initiatives that improve scalable digital operations.

I lead global CSI and AI enablement initiatives for Digital Workplace Services at Stefanini, defining automation use cases, standardizing frameworks, and improving IT service delivery across EMEA.

Across Vodafone Romania, I directed Agile automation programs, delivered RPA and cloud-tooling integrations, and managed support operations spanning 11 teams and more than 150 agents. I also led digital onboarding, remote support, CRM process redesign, and operational readiness for product launches.

With over 15 years in technology and telecommunications, I build scalable service models, optimize processes, and connect technical teams with business needs through Agile delivery, ITIL service management, and data-driven operational governance.

Experience

Work history, roles, and key accomplishments

Current

CSI & Transformation Lead

Current

Stefanini

Oct 2023 - Present (2 years 11 months)

Lead global CSI and AI enablement initiatives across IT service delivery squads. Define and implement automation use cases using platforms such as Zapier and AI virtual assistants.

AI Automation Zapier ITIL Agile KPI Monitoring SLA Reporting Process Optimization

Agile Program Manager

Vodafone Romania

Sep 2021 - Jul 2022 (10 months)

Directed Agile squads in deploying IT automation solutions and digital process improvements. Delivered cross-functional programs involving software integrations, robotic process automation, and cloud-based tooling.

Agile Robotic Process Automation Cloud Computing Software Integration Program Management

Manager – Quality & Activation

Vodafone Romania

Jun 2019 - Sep 2021 (2 years 3 months)

Managed support operations (11 teams, 150+ agents) for public sector and B2B clients. Implemented RPA bots to automate workflows in customer activation, provisioning, and incident resolution.

Robotic Process Automation Operations Management Customer Activation Incident resolution Team Leadership

Senior Service Designer

Vodafone Romania

Jan 2018 - Jun 2019 (1 year 5 months)

Designed automated workflows and integrated service models for large-scale clients. Collaborated with global IT teams on digital tool deployment and CRM integration.

Service Design Automation CRM Integration Digital Tools

Service Designer – IoT & Technical Process Design

Vodafone Shared Services (VSSR)

Feb 2017 - Jan 2018 (11 months)

Defined end-to-end service lifecycle models for global IoT customers. Worked with cross-functional IT teams to align commercial and technical processes across geographies.

IoT Service Design Process Design Cross Functional Collaboration

Process Designer – CRM & IT Operations

Vodafone Romania

Aug 2015 - Feb 2017 (1 year 6 months)

Led CRM process reengineering projects and supported deployment across digital and physical channels. Built scalable IT & Operation support flows and training documentation for internal users.

CRM Process Reengineering IT Operations Training Documentation

Project Manager – Operational Readiness

Vodafone Romania

May 2014 - Aug 2015 (1 year 3 months)

Delivered IT & Operation readiness for product launches, including system testing, performance KPIs, and go-live support. Coordinated with technical teams to implement back-end integrations.

Project Management Operational Readiness System Testing KPI Monitoring Backend Integrations

Business Support Specialist

Vodafone Romania

Jun 2011 - Jul 2014 (3 years 1 month)

Delivered L2 technical support and led incident triage and escalation handling. Monitored system-wide technical issues and coordinated with network/IT infrastructure teams.

Technical Support Incident Management Escalation Handling Network Infrastructure