Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/1527601/

Work experience

Delivery manager

from 05.2024 to now (2 years 7 months)
АТ "Райффайзен Банк", Чернівці (Фінанси, банки, страхування)

Summary
Delivery Manager with experience leading multiple cross-functional Agile teams (20+ engineers) in a banking environment. Specializes in end-to-end delivery of corporate banking solutions, including salary modules and enterprise features. Combines 15+ years of banking expertise with strong IT delivery and release management skills to ensure predictable, high-quality outcomes in a regulated environment. Results-driven leader with 10+ years of management experience, focused on aligning business goals with technology delivery.

Key Responsibilities :
End-to-end delivery management of several cross-functional Scrum teams (engineering, QA, analysts, DevOps), totaling 20+ engineers
Ownership of delivery for corporate banking solutions, with a focus on salary module enhancements and new features for the corporate client segment
Ensuring timely and high-quality product delivery aligned with business goals, regulatory requirements, and stakeholder expectations
Facilitation of Agile/Scrum ceremonies: Sprint Planning, Daily Stand-ups, Reviews, Retrospectives
Active risk, dependency, and impediment management across teams and stakeholders
Close collaboration with Product Owners, Business, Architecture, Security, and Operations teams
Continuous improvement of delivery processes, team performance, and predictability
Stakeholder management at both business and technical levels, including status reporting and expectation management

Release Management:
Acting as a Release Manager for the entire client-facing banking platform
Planning, coordination, and execution of releases across multiple teams and systems
Managing release calendars, change management processes, and production deployments
Ensuring release readiness, stability, and minimal impact on customers
Coordination with IT operations, support, and business teams during releases and post-release activities
Additional Delivery Manager Competencies:
Resource and capacity planning across teams
Delivery forecasting and roadmap alignment
Quality assurance and adherence to SDLC standards
Governance, compliance, and audit support in a regulated banking environment
Metrics and reporting (delivery KPIs, velocity, predictability, release success rate)
Coaching teams in Agile best practices and delivery discipline

Experience Highlights:
3+ years of experience in IT delivery and software development environments
15+ years of experience in the banking industry
10+ years of people and team management experience
Strong domain knowledge in corporate banking and enterprise systems

Incident manager

from 03.2023 to 05.2024 (1 year 3 months)
Райффайзен Банк, Чернівці (Фінанси, банки, страхування)

Communicating ongoing incidents to customers and internal stakeholders
Coordination of actions for the L1 team
Close collaboration with various engineers (DBRE, NRE, DevOps, SRE, Java developers, …) to improve incident tooling, reliability, and user communications.
Collaborating with personnel and teams across the organization to ensure the best possible customer experience.
Assessing IT risk management activities to ensure compliance with applicable laws
Monitoring the completion of postmortems by responsible engineers

Led the project to create a new service desk platform. ( the project was successfully completed.)

Head of wholesale sales

from 12.2014 to 02.2022 (7 years 3 months)
ТОВ КСМ "СІОЛ", Херсон (Оптова торгівля, дистрибуція, імпорт, експорт)

•Working with key B2B clients
•Monitoring KPI performance
•Preparing reports for the company owners
•Monitoring the financial performance of the department
•Collaborating with the IT department
Increasing sales revenue by 10%
Attracted top 9 clients who generated 5% of the company’s total profit

Head of Contact Center

from 09.2013 to 07.2014 (11 months)
Bank "UFW", Донецьк (Фінанси, банки, страхування)

Responsibilities:

Management of two channels (inbound line and telemarketing)
Improving customer service quality and implementing new service standards
Implementation of staff motivation systems
Preparation of KPI reports
Working with VIP clients
Recruitment and selection of personnel
Implementation of projects aimed at service development and sales growth through the Contact Center and branch network (front office)
Development of call scripts/scenarios
Working with CRM databases
Calculation and analysis of statistical performance indicators
Implementation of an internal knowledge base
Optimization of Contact Center operations (implementation of new service technologies)
Budget planning
Projects:
Implementation of the BPMonline CRM Bank project by Terrasoft
Implementation of the Infinity Contact Center project by Inteltelecom
Implementation of a call centralization project
Professional Experience:
Contact Center Setup from Scratch

Senior Specialist, Internal Processes Technical Support Department

from 07.2008 to 09.2013 (5 years 3 months)
ПАТ «Райффайзен Банк Аваль», Херсон (Фінанси, банки, страхування)

Responsibilities:
Monitoring and control of department performance
Configuration and management of call routing in the Call Center (creation of Skill Groups)
Preparation of KPI reports
Analysis of key Call Center performance indicators (SL%, HR%, AB%, AHT)
Workload and process planning (WFM) for more than 150 operators
Resource calculation to ensure efficient Call Center operations (Erlang models)
Monitoring and supervision of operators and supervisors
Development and implementation of internal regulations and procedures for Call Center systems
Support of internal business processes
Management of outbound call channel
Working with Cisco software (indirect configuration: Cisco Supervisors, Incom RS Supervisors, reskilling, Cisco WebView)
Training and onboarding of department employees
Collaboration with CRM, acquiring help desk, and internet banking departments
Access management and full administrative support
IVR management (voice recordings, structure changes, additional functionality)
Participation in the development and implementation of customer loyalty programs (CRM)
SMS campaign management (external marketing activities)

Education

Херсонский Национальный Технический Университет

Экономика, финансы (Магистр), Херсон
Higher, from 2005 to 2011 (6 years)

Additional education and certificates

Мастер управления контакт центром " AEXBERG http://www.apexberg.ru/

продолжительность -3 дня(Киев,Украина) 2011

Киев, компания ВАКЦ-Всеукраинская Ассоциация Контактных Центров)IVR как инструмент управления контакт центром

продолжительность -1 день(Киев,Украина) 2010

Основи ITIL v.4. Принципи організації ІТ-підрозділу компанії

2024, 20 годин
Certificate

Business Analysis (Art of business Analysis, IIBA EEP)

2023 35 hours

Knowledge and skills

• IS-Card
• Написання user story
• Написання Use Case
• ITSM
• ITIL
• MS Office
• 1С
• HCL Notes
• Google Sheets
• Google
• Работа с программами: UPC on-line,Transmaster,Bankmaster
• Jira
• Confluence
• Zabbix
• Opsgenie
• Service catalog
• Управлінські навички
• Ведення переговорів
• Уміння аналізувати
• Business analysis
• Trello
• Управління ІТ-проєктами

Language proficiencies

English — average