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Stela Cotaga

@stelacotaga

Message

IT Service Delivery Manager driving incident reduction, SLA adherence, and cross-functional team performance.

Moldova

Message

What I'm looking for

I seek a senior IT operations role where I can lead multi-skilled teams, improve incident response, define SLA/SLOs, and drive process and compliance improvements.

I am an IT Service Delivery Manager with proven experience optimizing operations for large payment and business solutions clients, leveraging ITIL, DevOps and Agile practices to reduce incident response times and improve customer satisfaction. I lead multi-skilled teams, define SLA/SLO frameworks, manage releases and transitions, and coordinate with vendors and stakeholders to ensure service continuity and compliance.

I have delivered end-to-end services from discovery to production, managed Azure AD and on-prem Active Directory user lifecycles, and maintained SOX-compliant controls while overseeing high-volume ticket operations. I focus on root-cause analysis, process improvement and clear communication to drive measurable operational improvements and reliable service delivery.

Experience

Work history, roles, and key accomplishments

Current

IT Service Delivery Manager

Current

Endava

Jun 2022 - Present (3 years 5 months)

Led IT service delivery for a major payments client, reducing incident response times and managing SLA/SLO definition and compliance while overseeing >1,000 tickets monthly and optimizing resource allocation across projects.

ITIL Incident Management SLA Azure AD Active Directory Change Management Release Management Stakeholder Management

IT Service Delivery Manager

Endava

Jan 2018 - Jun 2021 (3 years 5 months)

Established and improved operational processes, managed SLAs/SLOs, SOX compliance and user lifecycle in Azure AD/AD, and ensured continuous delivery of incident, change and release management across teams.

Service Delivery ITIL SOX Compliance Azure AD Release Management Problem Management Process Improvement

Senior Application Engineer

Endava

Jan 2017 - Dec 2017 (11 months)

Analyzed and resolved application issues, implemented automation and Workforce Compensation module, led Scrum events, and maintained service documentation to support scaling and business needs.

Application Support Troubleshooting Automation Scrum Documentation Modules Training

Application Engineer

Endava

May 2015 - Jan 2016 (8 months)

Maintained operational integrity of enterprise applications, diagnosed and resolved technical issues, delivered technical training, and managed support request lifecycle and documentation.

Application Management Technical Training Documentation System Monitoring Root Cause Analysis