Say hello to the Service Delivery Management team!
By now you should probably know the services that we Atea Global Services provide, but do you know who are our Service Delivery Managers and what do their days look like? Read ahead to find out!
First there was man, then there was service!
Our Service Delivery Managers or SDMs for short have a little tale of how their team came to be and it goes something like – no one really knows when the legendary team was precisely born, but first there was man, then there were services, then the Service Management team and now the Service Delivery Management team. A team consisting of 7 beautiful, smart and charismatic people who are led by their team manager Ivans Nikitins the brave.
…no one really knows if the story is true, but one thing we do know – we have a great Service Delivery Management team!
As the title would suggest!
Stories and tales aside the SDMs’ keep track of the services AGS delivers to our customers and ensure that we meet our Service Level Agreement targets. They are the key contact persons for the customers, therefore the SDMs main tasks are also to organize and lead service related meetings, deliver SLA results or other reports regarding services delivered by AGS.
The core responsibility for SDMs is to ensure we deliver exceptional results daily both for Service Desk and Client Operations, but at the same time SDMs cannot forget to think ahead, so they are also involved with developing continues service improvement (CSI) plans and ensuring the progress and realization of them.
As the main customer facing persons from AGS side, Service Delivery Managers are here to take care of all customer addressed problems, concerns or complaints, and together with the Customer Experience Management Team (CEMT), previously known as the Quality Assurance Team, have the task to eliminate these complaints with either updating corresponding process documentations, ensuring all technical documentation is in place, suggesting and agreeing on process improvement per Governance Model, raising CSI plans or by any other secret methods.
Something about early birds and soup!
07:45 – 8:00 Early birds arrive. There is a saying that the early bird gets the worm, but in Latvia we have a saying that the early bird is the first one to be put in the soup 🙂
08:45 – 09:00 Everyone else arrives
09:00 – 10:10 All the “fun” mails have been read and followed up
10:10 – 12:00 All other ongoing e-mail conversations have been followed up on and this is the time to follow-up on our service SLAs
12:00 – 13:00 We all have to eat at some point
13:00 – 17:45 This time usually consists of customer meetings, new project discussions and work with CSIs
17:45 – 18:00 Delegating urgent tasks to other teams that need to be done by the end of the day
18:00 – puff, they are gone..
21:00 – 22:00 Depending on the weather, but some workaholics might be trying to get out of the office 🙂
Here they are!
Ivans Nikitins (Transition & SDM Team Manager)
Started working in AGS as a SDM little more than 2 years ago and now enjoys the combined work of SDM and SMD Team (and Transition Team) manager. Hobbies include, but are not limited to: Airsoft, gaming, history of politics and history in general (even writing various articles related to history topics). His team says that Ivans rarely takes vacations, but when he does he disappears for at least a month (like now) 🙂
Ivans didn’t disclose what he likes most about his work, but his Team has an approximate idea – late night work, night-time calls with customer solving major issues, little drama of handling customer complaints and , of course, customer visits.
A faithful employee of AGS – for more than 5 years she has been developing herself within AGS, started in SDL1, worked with different projects involving Onsite Dispatch coordination and Application Packaging. The search for new challenges brought her to the Quality Assurance Team, where she learned a lot about all of the IT division, and all that experience helped with further development into a Service Delivery Manager, which she has been for one year now.
When she is not working, she is enjoying company of her friends and family – going hiking, watching movies (a lot of animations), playing board games, when alone – playing piano. Weird habits include singing loudly while driving, saying loud “Good Morning!” when coming to office in the morning, basically – hardly can keep quiet.
While being SDM she has enjoyed active communication with customer and building good relationship with them. Enjoys helping people with her knowledge and actions. Always ready to help colleagues with advise or share experience from her time within AGS.
Has high standards, and although mostly very patient with everyone, there are times when people are rumored to be scared of her
Born in June 13, 1994 and weighting 3.7 kilos, Armands entered this world yelling at everyone, but some might say he was crying instead. If the math is right, he’s 23 years old at this very moment and that makes him the youngest Service Delivery Manager.
Armands studied computer science a while back, but was not big fan of it. He started his AGS journey on August 1, 2016 as a Service Desk consultant and got promoted to Incident Manager position after 1 year and 5 months and then an additional 1 year and 3 months later he got promoted again to his current position – Service Delivery Manager.
In his free time he likes to spend time with his best friends. One of the main reasons why you can find him very often in cinemas is because of his unconditional love for a good story and character development. He occasionally plays video games, but mostly just to chat with friends overseas. According to him, for guys it’s weird just to talk on the phone, so they game and talk instead.
He enjoys sarcasm and wishes that one day people won’t be able to distinguish anymore if what he’s saying is a sarcasm or not.
With Edmunds it’s quite straight forward you ask him about his hobbies and he will say – active traveling to random destinations and enjoying life!
When you ask him about his job this is what you get – since I have been working here i can’t remember a day, where I did not learn or face something new, each day brings up new challenges and that’s why I enjoy working here – it’s a dynamic and non-routine job!
Unlike some of his colleagues Martins is a man of few words, but that just makes his deeds stand out even more – he as been with AGS and the team for only 5 month but already has had the honor to be named Employee of the Quarter! Prior to joining AGS Martins has worked in Banking and Leasing for about 11 years (if you meet him ask him why the change), his previous experience included debt and asset recovery and a fight against money laundering (guess now we know why he is so serious).
Janis has been a part of AGS for about 3 years – he started out in Atea International Customer Center and now is working as an SDM. In his free time he enjoys calisthenics and going to the gym, spending time with friends, enjoying the summer time and hating winter 🙂 The things that Janis likes most about is job are the possibilities to communicate with customer and build relationships, solve various problems, and look at things from both AGS ant he customers perspectives.
Vldimir is the newest addition to the SDM team, he has a few years in the IT field under his belt already and his goal is to become one of the best specialists in the area and continuing to grow constantly. His hobbies include basketball, airsoft (guess he plays together with Ivans) and he has just started playing guitar!