Efthimios Tzelepis
Head of IT, IT Manager, Service Delivery, IT Service Operations
HLIOUPOLI, POLYKLEITOY 12
Summary
Proficient in Service Management Methodologies and Project Life Cycle. Having many years of experience in Consultancy, Technical Business and Leading IT and Service Operational roles. Having a strong track record of driving Application Delivery, Operations, IT and Technical Support teams to deliver results while closely managing stakeholder relationships.
Overview
22
22
years of professional experience
9
9
years of post-secondary education
1
1
Language
Work History
ICT Program & Delivery Senior Manager
OTE Group
09.2022 - Current
- Lead the IT Consulting Program for Atos Origin and OTE consortium.
- Program Management of Projects for European Banking Authority (EBA)
- Gap analysis of Deliverables vs. Requirments as to establish final roadmap
- Impediment Backlog and managing daily Scrum Sessions
- Prepared variety of different written communications, reports and documents.
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Definition of change management process based on agreed KPIs and SLAs.
- Orchestrating multidisciplinary teams for realization of program and delivery based on KPIs project management and support until delivery of services and operations set up.
- Proactively identify and manage risks, resource planning and budgeting
- Sprint Planning of activities and Retrospective Planning for improvements
Group Head of IT
EFA Ventures
07.2021 - 08.2022
- Manage Change Management, Development and Operations of ERP (D365 F&O), CRM (MS Dynamics) and other production applications
- Plan, organize, direct, control and evaluate operations of information systems
- Responsible of Security of data, network access, and backup systems
- Release and Improve 'Zero trust' approach and culture
- Manage IT budgets and expenditures
- Cooperate with Group BoD to agree on IT business requirements /projects and to advise accordingly
- Vendor Management
- Identified issues, analyzed information and provided solutions to problems.
- Manage IT Service Desk for end users and Applications
Group IT Operations Manager
Ellaktor Group
03.2020 - 07.2021
- Manage Delivery & Operations of Business Applications (SAP) within subsidiaries of the Group
- Design and implement short and long-term strategic plans to ensure infrastructure capacity meet existing and future requirements
- Develop, implement and maintain policies, procedures, and associated training plans for infrastructure administration and project management
- Establish Service Level Agreements with business units and subisdaries
- Negotiate with vendors and contractors to secure infrastructure-specific products and services
- Manage and sets priorities for design, maintenance, development, and evaluation of all infrastructure systems, including LANs, WANs, internet, intranet, security, and wireless implementations
- Manage operational costs; conducts near- and long-term financial forecasts for expanded functionality
Technical Operations Manager
ChannelVas
03.2019 - 03.2020
- Responsible for Technical Operations and Change Management of Client Delivered SaaS Platform
- Ensure continuous monitoring, maintenance and support of Clients SaaS Platform
- Manage resolution time for repetitive incidents as well as to identify original cause and provide effective permanent solution
- Manage NOC (Network Operation Center) and SOC (Security Operations Center) Teams
- Identify and implements necessary technical and resourcing approaches to effectively and efficiently deliver required services
- Responsible for Security and Governance Audit and adherence of Client Services
IT & Transformation Manager
EPA ATTIKIS – Fysiko Aerio (Attika Natural Gas Supplier) S.A
07.2016 - 03.2019
- Developed a strategy for all IT related operations, prepare the relevant action plans and lead the transformation
- Manage migration from SAP (R3/BW/CRM/ISU) to new Oracle Business Support Services solutions (RightNow/Eloqua of the CX suite/OSB/OBIEE) and new ERP and Billing solutions while ensuring Business & Operational continuation
- Manage digital transformation projects (ebill, web site, social media campaigns)
- Create Quality standards and procedures to achieve ISO9001:2015 Certification
- Manage IT and Operations launch of new services with the entry of the Organization in the Electricity Market
- Enable Customer Care to reach omni-channel support to achieve higher scalability
- Owner of the IT and Transformation budget of 3.7 million euros with monthly review meetings with the Board of Directors and General Manager
- Creation of Infrastructure As a Service ‘Cloud’ Data Center to manage all company needs and multi-location strategy
- GDPR Gap Analysis of new organization and Compliance Plan management of all actions found
Director of IT
Velti S.A
03.2014 - 07.2016
- In addition to Teams and Responsibilities of previous assignment at Velti as Service Operations Manager my role was expanded as to also head the IT Department, which increased direct and indirect personnel under my management to above 50 individuals
- IT Operations: responsible for all backoffice systems, all Live production Systems, Networks, IT equipment and Data Base Management
- 24x7 Service Support Desk: 1st line Technical Support, Monitoring of all live services
- Heading IT PMO with responsibilities to run IT Service Projects
- IT budget (preparation, maintenance, analysis, KPIs, procurement and cost reduction)
- Global Infrastructure Management across 4 different Data Centers
Service Operations and BI Manager
Velti S.A
01.2011 - 03.2014
- Head of the Global Service Operation Centre in Athens for Loyalty, Media CRM, Opt-In, Large Scale Competitions and multi-channel CRM services
- Line manager for more than 25 personnel managing: Business Operations, Technical Operations, Customer Care, Client Relationship and Technical & Application Support
- Managing Service Level Agreements & KPI monitoring
- Cost Management on services provided by Velti
- Responsible for creation and maintaining Service Management Process base on ITILv3
- Maintain overall responsibility for all operational aspects of a pre-launch project from through launch and on-going support until the end of the project's
- Management and implementation of daily campaign revenue lifecycle plans across all campaign elements, from the pre-launch setup to completion being accountable for the campaign performance & user experience
- Managing 8 Business Intelligence Analyst, ROI analysis, Financial Reporting and Pre-Sales Support & Business Model creation
Senior Business Consultant
Intelli Solutions
01.2010 - 03.2011
- Managing advisory & consultancy services autonomously or as a member of a group.
- Leading implementation group for configuration and implementation of Enterprise Applications.
- Leading consultancy services in the areas of ITIL (v2 & v3), Change Management, Business Process Management, Sarbanes-Oxley 404 Documentation and IT Governance.
- Agnostic identification of technology requirement and selection for customers.
- Assisting the sales managers at solution presentations and proposals writing.
Greek Military Services
Greek State
02.2009 - 11.2009
- Military Service Fulfillment
Operational Readiness Manager
Vodafone UK
09.2005 - 12.2008
- Heading the Change & Operational Readiness Team within Service Operations with approximately 20 employees
- Co-ordinations of projects and changes in accordance with ITIL standards, Vodafone Technology Change Process and Sarbanes-Oxley 404 (SOX)
- Perform cost-benefit analysis of future project suggestions that affect Service Operations Department
- Chairing weekly Change Advisory Board (CAB) and representing technology in monthly Vodafone Global CAB
- Working closely with Vodafone Global and being delegated person from Vodafone UK on changes to Global network and services (Roaming, cross country billing and migration projects to various countries)
- Six Sigma workshops to improve quality of process outputs by identifying and removing the causes of defects and minimizing variability in and business processes
Technical Business Consultant
Abbey & Santander Bank
05.2002 - 09.2005
- Business Process Management and Documentation
- Responsible to review Change & Project Proposals that are created by the Development, IT and Marketing Teams
- Analyze impact of any proposed project on IT, Customer Service, Marketing and Finance areas
- Lead the Enterprise Model (Migration Project to new IS Platform)
Education
Master of Science - E-Commerce
Coventry University
UK 01.2002 - 04.2005
Bachelor of Arts - Business Information Technology
Coventry University
UK 01.1997 - 04.2001
ITIL Certificate in Service Management -
British Computer Society
London 07.2007 - 07.2007
ITIL V4 Foundation
OTE Academy 12.2022 - 12.2023
Skills
- Strategic planning
Staff Management
Contract Management
Project Management
Budgeting
Improvement initiatives
Operations management
Coaching and mentoring
Consulting
Teamwork and Collaboration
Planning and Coordination
Product development
Technical Analysis
Decision-Making
Problem-Solving
Timeline
ITIL V4 Foundation
12.2022 - 12.2023
ICT Program & Delivery Senior Manager
OTE Group
09.2022 - Current
Group Head of IT
EFA Ventures
07.2021 - 08.2022
Group IT Operations Manager
Ellaktor Group
03.2020 - 07.2021
Technical Operations Manager
ChannelVas
03.2019 - 03.2020
IT & Transformation Manager
EPA ATTIKIS – Fysiko Aerio (Attika Natural Gas Supplier) S.A
07.2016 - 03.2019
Director of IT
Velti S.A
03.2014 - 07.2016
Service Operations and BI Manager
Velti S.A
01.2011 - 03.2014
Senior Business Consultant
Intelli Solutions
01.2010 - 03.2011
Greek Military Services
Greek State
02.2009 - 11.2009
ITIL Certificate in Service Management -
British Computer Society
07.2007 - 07.2007
Operational Readiness Manager
Vodafone UK
09.2005 - 12.2008
Technical Business Consultant
Abbey & Santander Bank
05.2002 - 09.2005
Master of Science - E-Commerce
Coventry University
01.2002 - 04.2005
Bachelor of Arts - Business Information Technology
Coventry University
01.1997 - 04.2001
Similar Profiles
Seenu VasanSeenu Vasan
Technical Team Lead at OTE GROUPTechnical Team Lead at OTE GROUP
ALEXANDROS KATSIARISALEXANDROS KATSIARIS
Construction-site-supervisor at COSMOTE TECHNICAL SERVISES - OTE Group Of Companies(HTO) - Member Of T GroupConstruction-site-supervisor at COSMOTE TECHNICAL SERVISES - OTE Group Of Companies(HTO) - Member Of T Group
Achilleas KatsarosAchilleas Katsaros
Corporate & IT Cloud Data Networks Section Manager at OTE Group of Companies (HTO)Corporate & IT Cloud Data Networks Section Manager at OTE Group of Companies (HTO)