Sasha Tomova
Service Lifecycle Manager - Homebroadband App & Super Wifi @Vodafone
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WORK HISTORY
Service Lifecycle Manager - Homebroadband App & Super Wifi @Vodafone
London, GB
Owning the end-to-end service with regards to the overall product lifecycle management; main point of contact for local markets and product owners for all service lifecycle topics Defining the service support model based on ITIL®4 framework and implementing relevant service monitoring KPIs. Managing new product launches into Vodafone local markets using SAFe Agile, with focus on service introduction readiness, operations enablement, and monitoring and reporting Ensuring SLA targets are met throughout the product lifecycle, maintaining the quality of the service and managing regular service performance meetings with suppliers, local markets, product and development teams. Working closely with offshore operations team to ensure processes for incident, release & change management and ticket handling are well defined and followed through Analysing events, incidents and problems that affect service and platform availability, ensuring clear and timely communication to key stakeholders on such issues. Demonstrating strong data acumen and hands-on experience with reporting tools (Splunk, Tableau) to monitor and report on service performance Seeking continuous improvements in systems and processes, in line with current practices, ensuring service assurance activities are executed and measures implemented for identified areas of improvement
EDUCATION
Queen Mary University of London
Master of Science (MSc), Economics
University of Essex
Bachelor of Science (BSc), Economics
High School with Study of West-European Languages "Zahariy Stoyanov", Sliven (Bulgaria)
High School Degree, Profile in English and German languages
SKILLS
ABOUT SASHA TOMOVA
An IT service lifecycle manager for a digital broadband product with a postgraduate degree in economics and 9 years’ experience in the Telco industry with a focus on consumer products. ITIL®4 certified, Agile process-driven and detail-oriented with strong interest in data analytics, customer insights and operational management. Quick learner, self-motivated and easily adaptable to new environments, tools and ways of working.
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