Mihail Milanov
C De Bolivia 148, Barcelona
Summary
- 15+ years working experience in a busy, multinatIonal environment
- Strategic thinking and ability to focus on organisational priorities when making decisions
- Project management; People management; Account Operations management experience
- Strong leadership and team management experience - has managed small to large teams in direct, matrix and virtual environments in a multicultural and global environment
- Industry experience: Pharmaceutical clinical trials, CRM implementations
- Knowledge of regulatory requirements, e.g. Good Clinical Practice (GCP) and International Conference on Harmonization (ICH) guidelines
- Experience with ServiceNow (RITM and Incident Workflow; Reporting); Medidata Rave EDC; Siebel CRM; Oracle RDC; Remedy CRM; CTMS; eTMF; Veeva/Salesforce.
Overview
20
20
years of professional experience
Work History
Head of Operations/Service Delivery
Majorel/Arvato Bertelsmann
Barcelona
10.2022 - 03.2024
- Managing the day-to-day activities of the company, ensuring that the organisation is managed and performing efficiently and effectively.
- Set strategic goals for operational efficiency and increased productivity; collaborate with senior managers in the development of performance goals and long-term operational plans.
- Plan, monitor, and analyse quantitative and qualitative metrics, guidelines, and standards by which the company's efficiency and effectiveness can be evaluated; identifies opportunities for improvement.
- Plans, directs, controls, implements, evaluates, monitors, and forecasts budgets and cost to achieve financial objectives.
- Devise strategies for ensuring the growth of programs enterprise-wide and implement process improvements to maximise output and minimise costs.
- Reviews, analyses, and evaluates business procedures.
- Implements policies and procedures that will improve day-to-day operations.
- Ensures work environments are adequate and safe.
- Leads coordination and integration of efforts among operations and relevant support services.
- Projects a positive image of the organisation to employees, customers, industry, and community.
Service Delivery Manager
Majorel/Arvato Bertelsmann
Berlin
08.2018 - 10.2022
- Overseeing all operational efforts for the organisation and collaborating with other cross function members of the business on business projects to:
- Identify opportunities to streamline business processes and systems related to Social Media support.
- Translate the company's and client's strategic plans into defined operational plans.
- Defining performance management KPI's to monitor operational success against objectives.
- Restructuring business activities to increase speed and efficiency.
- All aspects of day to day management of the operations team.
- Deliver operational effectiveness of a team of more than 500 people from 70 nationalities.
- Manage staffing requirement and assignment for client projects.
- Minimise operation expenditure within the business wherever possible.
- Developing leadership and coaching programs to increase employee effectiveness and resiliency.
- Directing all operational activities across the organisation.
- Establishing a culture of continuous business improvement.
Operations Manager
C3i Europe
Sofia
12.2016 - 05.2018
- Responsible for managing Service Desk personnel and all operational functions related to providing Technical Support Services to Pharmaceutical companies. Includes call forecasting, staffing, Operational reporting, Cross-Tier Communication, Change Management, Process Implementation, etc.;
- Demonstrate ability to develop and maintain effective relationships with team members and internal/external partners.
- Have knowledge and experience working with groups with varied cultural backgrounds and learning styles.
- Participate in personnel recruiting; Own People management functions for all staff managed (performance reviews, feedback sessions, etc.).
- Identify staffing requirements based on forecasted volume; Build/Adjust staff model based on forecast; React to short term staffing issues.
- Continuously measure and report SLAs (Service Level Agreement); Review aspects of Process Effectiveness.
- Maintain constant communication with other Tiers: Hardware Operations, Multiple Tier Levels, Client Operations resources, Company Account Team in the US, etc.
Assistant Operations Manager/Hiring Manager
C3i Europe
Sofia
05.2016 - 11.2016
- Primary Responsible of hiring all staff (Agents; Team Leads; Supervisors) for newly implemented client service.
- Work closely with Directors of Service Delivery to understand account requirements.
- Identify candidate sources and implement recruitment plan.
- Reporting and analysis.
- Project & People Management.
- Task Distribution among team members.
- Conduct screening interviews.
- Schedule appointments and follow up with candidates throughout the recruiting process.
Assistant Operations Manager
C3i Europe
Sofia
05.2014 - 08.2015
- Participating in implementing and managing all aspects of operational and client servicing aspects for one of the biggest Sofia client of the company (Top 5 Pharma company world-wide) - helpdesk servicing several lines of support w/ unique challenges (Supervisory layer of 11, around 90 people on the helpdesk).
- Assisted in client-facing and project management activities across several diverse lines of service.
- Full back up of Senior Operations Manager, successfully managing team expansion up to 90+ FTE (Full Time Employees).
- Owned end-to-end administrative functions of managing the entire helpdesk such as staffing planning, hiring, performance appraisals for technicians and supervisory team (5 Supervisors, 6 Team Leads) on a regular base, schedule preparation and maintenance, monitoring optimum systems' performance, SLA (Service Level Agreement) and KPI (Key Point Indicator) adherence.
Subject Matter Expert/Project Manager
C3i Europe
Sofia
01.2011 - 05.2014
- Primary responsible for a certain LoS (Line of Service) - monthly financial and SLA targets, people management, client relationship.
- Successfully lead transition and ramp up for a brand new service for a new client that resulted in excellent client satisfaction and GM of 80%.
- Managed a team of 55+ analysts for the core project team.
- Single point of contact for Client - including travel to Client's site to engage in process transfer and subsequently continual improvement workshops.
Quality Assurance/Trainer
C3i Europe
Sofia
06.2010 - 12.2010
- Participating in implementing of one of the most complicated client services in C3i.
- Lead the team to achieve SLA's that have not been achieved before.
- Managed the entire team end-to-end - training analysts, ensuring Quality Standards are met, people development, behavioral correction, etc.
- Lead the change management process.
Senior Helpdesk Analyst
C3i Europe
Sofia
08.2008 - 06.2010
- Direct line management of a team of 13 level 1 analysts.
- Analyzed system logs and identified potential issues.
- Developed documentation to assist in problem resolution and training other Help Desk personnel.
- Trained new employees on best practices when using computers and networks.
Service Desk Analyst
C3i Europe
Sofia
08.2007 - 07.2008
- Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
Hospitality Worker
Various Employers
06.2004 - 07.2007
- Served food and drinks to customers in a timely manner.
- Greeted, registered and assigned rooms to hotel or motel guests.
Education
BBA - Business Administration
ARD University
Plovdiv06-2026
Bachelor of Arts - Romanian Linguistics
Sofia University
Sofia, Bulgaria06-2004
Skills
- Project management
- Financial analysis
- Data analysis
- Operational efficiency
- Customer relationship management
- Budget management
Languages
Bulgarian
First Language
English
Proficient (C2)
C2
Russian
Advanced (C1)
C1
Spanish
Intermediate (B1)
B1
Timeline
Head of Operations/Service Delivery
Majorel/Arvato Bertelsmann
10.2022 - 03.2024
Service Delivery Manager
Majorel/Arvato Bertelsmann
08.2018 - 10.2022
Operations Manager
C3i Europe
12.2016 - 05.2018
Assistant Operations Manager/Hiring Manager
C3i Europe
05.2016 - 11.2016
Assistant Operations Manager
C3i Europe
05.2014 - 08.2015
Subject Matter Expert/Project Manager
C3i Europe
01.2011 - 05.2014
Quality Assurance/Trainer
C3i Europe
06.2010 - 12.2010
Senior Helpdesk Analyst
C3i Europe
08.2008 - 06.2010
Service Desk Analyst
C3i Europe
08.2007 - 07.2008
Hospitality Worker
Various Employers
06.2004 - 07.2007
BBA - Business Administration
ARD University
Bachelor of Arts - Romanian Linguistics
Sofia University
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