Julia Leong nee Yurukova

A proven hard-working and multifaceted professional, my broad experience in diverse sectors enables me to communicate and work effectively with people from all backgrounds and perform a wide variety of tasks with diplomacy and discretion. My experience to manage and coordinate collaborating with teams across dynamic environments, allows me to adapt to change and the demands of any organisation.
With commitment to delivery of excellent service, my perseverance and character, I have no doubt that I can achieve anything or overcome any obstacle both professionally and personally.

Service Delivery Manager – Private and Public Sector
Centerprise International (Welsh Government, The Royal British Legion, Royal College of Defence) (March 2023 - Present)
 Onboarding and go live of client services
 Providing effective service delivery management in line with contracts, SLAs and KPIs
 Operational management of client accounts
 Producing, analysing, and reporting monthly service data and presenting customer relevant Service
Management Reports to clients
 Maintaining Service Management documentation, records and action plans pertaining to client accounts,
including, but not limited to:
o Operations Manual
o ServiceManagementPlan
o Service Review Minutes and Actions o Service Risk Register
o ServiceImprovementRegister
o ContinualImprovementRegister
o Escalationmatrices
Master’s degree Bachelor’s degree
GDPR, Presentation skills, Soft-Skills Training and Delivery, Counselling, Agile

o Third party supplier details and contacts
o Thirdpartylicence,certificate,OSandsupportcontractdetailsandrenewals o CustomerAssetManagement
 Member of Change Advisory Board
 Pro-actively identifying solutions and opportunities to drive operational excellence, improve and build
relationships with clients
 Working with internal and external stakeholders to implement identified improvements
 Working with internal departments to promote best practice and a consistent approach across the business
Assistant Service Delivery Manager
Ultima Business Solutions (Royal Berkshire Foundation NHS Trust) November 2021 – February 2023
 Creation of weekly and monthly service reporting
 Ongoing service data trending and analysis
 Maintenance of customer Risk, CSI and service management trackers
 Day-to-day management of service administration and coordination tasks
 Creation and maintenance of service operations documentation
 Service audit and true up activities
 Presenting at customer review meetings
 Acting as a point of customer escalation for general service queries and escalations (non technical)
 Participation in CAB meetings and providing assistance and cover when required
 Working closely with Support teams, Transition Management, Problem Management, Major Incident
Management to ensure service impacting activities are tracked and assessed for ongoing service impact
 Token support management
 Day-to-day management, administration of service contracts
Client Service Manager IBM (HSBC)
Sep 2020 – Feb 2021
 Providing support and working with Commercial Delivery Executives and SDMs on service and process improvements
 Administering a Trello board
 Reporting - Trend analysis. SLA reporting and tracking
 Ensuring positive client satisfaction (NPS) and meeting SLAs
 Customer communication and escalation management
 Internal relationships management - coordinating activities while liaising with various departments and next
levels of support responsible for resolving issues
 Global inventory management and processing change requests within deadline
 Prepare and present daily, weekly and monthly Service Reviews, Post Incident reviews
PMO Operations Team Leader Hemmersbach UK
Feb 2020 – Aug 2020
 Leading a team of project assistants providing guidance, mentorship and coaching
 Encouraging team collaboration to achieve excellent customers’ satisfaction (NPS)
 Identifying team goals and motivating the team to achieve objectives
 Task delegation and decision making
 Reporting - KPI reports, data and trend analysis, SLA reports, keeping a worklog (AID log)
 Team Rota and attendance sheets, sickness, holidays,
 Overseeing the day-to day operations and monitoring the quality of the provided service
 Effective conflict resolution
 Liaise with project managers and service delivery managers, support units and partners
 Escalations management

Project Assistant Hemmersbach UK Sep 2018 - Feb 2020
 Providing support within PMO to B2B projects, operating in dynamic environment
 Planning the team’s assignments to various projects
 Tracking progress and SLAs
 Coordination
 Staff assignment
 Accounts management
 Scheduling
 Working with various ticketing systems
 Handling ad-hoc requests
Premium Support Admin Specialist IBM
Dec 2017- Aug 2018
 Premium partner admin support to premium accounts as part of a Global Storage, Technical Solution Management (TSM) Team. Preparing and updating deliverables in a timely manner, providing accurate reporting information to partners
 On-boarding of new accounts. Databases administration. Creating, updating and maintaining clients’ documentation/deliverables (support plans)
 Inventory management/Asset management
 Service / Account management
 Data analysis
 Generating individual and group performance reports
 Creating quarterly client service status reports
 Synchronising multiple customers’ data sources for unified client experience
 Annuity, contract renewal
 Managing day-to-day requirements, queries and requests
 Liaison with multiple support units
Office Manager/Project Assistant IBM
Nov 2015 - Dec 2017
 Managing administrative support to executive and senior delivery management and PMO to ensure smooth and efficient running of projects and operations of the organization
 Project management support in project planning and delivery. Arranging and participating in PMO meetings, assisting in coordinating projects alongside Project management team
 Providing admin support to 50+ senior and executive management and project managers
 Management of monthly schedules, rotas, attendance sheets
 Budgeting - administrative tasks associated with projects cost centre(s) and budget(s), managing office
expenditures and budget, purchase orders, invoices tracking
 Liaising with staff, suppliers, property management and facility management
 Cross team collaboration with the HR team. Assisting hiring process. New hire orientation
 Reports generation, monthly HR Headcount /Attrition report creation
 Asset management. Inventory checks and tracking
 Managing document workflow
 Training facilitation, scheduling and training feedback analysis
 Managing last minute and urgent requests
 Meetings and events planning
 IBM Educational Projects
Volunteer in the project team for the development of the Soft Skills education project. Supporting employee engagement initiatives. A co-trainer for corporate character workshops

Master’s Degree, Asen Zlatarov University, Bulgaria