Mevlana Camurdan
Senior Program Leader | Global Service Delivery Strategy | IT Operations | NA/EMEA/APAC
- Role
- Program Manager at Insight
- Location
- Tampa, FL, US
- LinkedIn followers
- 500 followers
About Mevlana Camurdan
I design and execute global service delivery strategy for managed services and end-user support across North America, EMEA, and APAC. At Insight Enterprises, I lead a 6-direct / 44-indirect organization with $12M+ financial stewardship, vendor accountability, and customer outcomes across two strategic financial services accounts.I’m accountable for outcomes at scale—supporting users and tickets per month globally—while sustaining CSAT 4.6/5 and 95% SLA compliance through KPI-driven governance, a disciplined operating model, and customer-focused service leadership.A key focus is modernization: I’m spearheading AI-enabled service delivery, defining the roadmap and governance to integrate AI into service operations and improve quality, speed, and customer outcomes. I also partner with Sales on growth and retention—supporting proposals, estimates, and contract/SOW reviews to ensure deliverability, risk alignment, and customer value.I’m known for customer obsession, calm executive communication, and building high-performing leaders in complex, regulated environments.Core strengths: Global Service Delivery | IT Operations | ITSM | Vendor Management | SLA/OLA Governance | Financial Stewardship | AI-enabled Service Transformation
Experience
Program Manager
May 2021 — Present · Tampa, FL, US
Senior program leader designing and executing global service delivery strategy for two strategic financial services accounts across North America, EMEA, and APAC. Lead a 6-direct / 44-indirect organization with $12M+ financial stewardship and vendor accountability, supporting users and tickets/month globally (CSAT 4.6/5; 95% SLA compliance).• Execute global service delivery strategy for end-user services, optimizing service quality, customer experience, risk, and cost-to-serve.• Spearhead AI-enabled service delivery, defining the roadmap and governance to embed AI into service operations and improve quality, speed, and outcomes.• Architect and govern follow-the-sun support across NA/EMEA/APAC, establishing handoffs, escalation paths, and performance standards for consistent global coverage.• Partner with Sales on growth and retention—support proposals, estimates/pricing inputs, and contract/SOW reviews to ensure deliverability, risk alignment, and customer value.• Own portfolio governance and vendor performance for a $12M+ scope—driving SLA/OLA adherence, corrective action plans, and executive-ready scorecards to sustain predictable outcomes globally.
Education
Gazi University
Bachelors, Labor Economics and Industrial Relations
1992 — 1996
Alliant University
Masters, International Business
1998 — 2000
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