ALINA TOFAN
Head Of Service Quality
Prague
Summary
I am a strategic and results-driven leader with over 18 years of progressive experience in managing and transforming IT service operations. I am bridging the gap between service operations and advanced digital platforms — delivering resilient, customer-focused, and compliant outcomes through the strategic integration of AI, analytics, and data innovation. My expertise lies in orchestrating complex service delivery, data platform integration — with a passion for transforming traditional IT operations into agile, AI-enabled, data-centric ecosystems.
Overview
19
19
years of professional experience
3
3
Languages
Work History
Head of Service Quality (Interim)
DHL IT Services
04.2025 - Current
- Managed cross-functional teams to ensure seamless delivery of 2025 ITS Strategic Outcome: 100% Uptime, Secure and Resilient.
- Collaborated with cross-functional teams to identify and implement AI and other automations opportunities for process improvement, reducing downtime and increasing productivity.
- Cultivated partnerships with key stakeholders within the organization, enhancing customer centricity and operational efficiency.
- Ensured compliance and supported the audit readiness activities resulting in a downtrend in Deloitte audit findings in 2025 versus 2024.
- Led the strategic integration of BU-based Service Quality teams into a centralized function, developing and executing service delivery plans that achieved standardization, improved efficiency, and reduced costs
- Championed First-choise practices and knowledge-sharing within the department, promoting a culture of continuous improvement, technological relevant upskilling and professional growth.
DGFF Service Director
DHL IT Services
06.2022 - 03.2025
- Led teams and managed complex Service Quality projects across ITS as part of the 2024 End-to-End Quality Across Teams initiative, leveraging ITS Data Trust capabilities to structure datasets and collaborating with DNA colleagues on data auto-validation.
- Managed budgets and resources, ensuring optimal allocation for maximum impact on service delivery outcomes.
- Oversee service delivery for DGFF business unit on key areas: Service level management, quality assurance and control, customer feedback and satisfactions, vendor & partner management, performance reporting, policy and procedure development.
- Fostered a culture of continuous improvement by encouraging open communication, collaboration, and shared learning experiences and continuous up-skilling.
- Analyzed customer feedback data to identify trends and areas of improvement in the delivery of services provided and implemented impactful follow-ups not only on ITS level but E2E.
- Ensured compliance & security with industry regulations and standards, maintaining an audit-ready state for DGFF business services.
Principal Service Delivery Manager
DHL IT Services
08.2019 - 05.2022
- Active involvement in 2022 IT strategy definition Agents of change – E2E Engagement & Delivery Quality workstream
- Coordinated across verticals and horizontals to ensure seamless service delivery, led the SWAT team for critical recovery minimizing business impact, and received the VESPA Award for DGF TMS integration to Cargowise.
- Established a culture of continuous improvement by encouraging idea-sharing and leveraging trend analysis to define initiatives that enhanced service efficiency and reliability.
- Enhanced customer satisfaction by streamlining service processes and implementing effective communication strategies.
Senior Service Delivery Manager
DHL IT Services
04.2016 - 07.2019
- Manage customer expectations and overall the service delivery experience as single point contact for customer service delivery related activities.
- Contributed to DPDHL’s standardization and digitalization of IT support functions and procedures through the implementation of ITIL-based service management practices, process harmonization, and knowledge management improvements.
- Engaged with customers to assess service needs and deliver practical solutions, supporting the migration of regular reviews from offline PDF-based formats to real-time online data.
- Mentored junior team members, facilitating their professional growth and enhancing overall team performance.
Operations and Delivery Manager
IBM Global Services, DCCE
08.2013 - 03.2016
- Led a 72-member team to achieve organizational goals for productivity and quality in alignment with IBM’s mission and vision, while coaching and mentoring team members through career development planning and growth opportunities
- Streamlined the onboarding process for Italian customers’ new business, ensuring full alignment with Framework Blue standards and compliance requirements.
- Directed the department’s overall operational and financial responsibilities while supervising daily delivery team operations, ensuring on-time task completion and adherence to organizational policies.
- Reduced customer complaints by implementing proactive communication strategies and championing a customer-centric approach, leveraging client feedback to drive continuous service improvements and enhance the delivery experience.
Team Lead
IBM Global Services, DCCE
11.2010 - 07.2013
- Focal point for communication with Project Office-Management-Production Teams
- Established clear performance metrics for the team which helped in tracking progress towards set SLAa and KPIs effectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Active coordination of new cross-regional in/out projects and customer transition.
IT Specialist 2nd Level
IBM Global Services, DCCE
09.2008 - 10.2010
- Customer support and troubleshooting following around-the-sun model.
- Monitored systems in operation and input commands to troubleshoot areas for critical French customers.
- Deep investigations and solution implementation for recurrent problems in batch management area.
- Create and maintain relevant documentation for all supported environments.
- Maintained servers and systems to keep networks fully operational during peak periods.
Commercial & Editorial Manager
Arhipelago
07.2006 - 09.2008
- Lead the sales and editorial teams to deliver on set targets and budgets, ensuring alignment with organizational strategy.
- Maintain in-depth knowledge of the company’s services and train new team members to ensure consistency and capability across functions.
- Build and nurture strong relationships with key clients, partners, and stakeholders, acting as a trusted point of contact.
- Prepare and present detailed sales reports, forecasts, and performance analyses to the CEO, providing insights for strategic decision-making.
- Oversee the end-to-end content creation process, ensuring all published materials are accurate, engaging, and aligned with editorial standards.
Education
Master of Science - Computer Science
Postgraduate Master's Program - ELITEC
Romania 04.2001 -
Skills
- Strategic Thinking – Able to align digital initiatives with long-term business goals and outcomes
- Cross-Functional Collaboration – Skilled in uniting teams across functions, silos, and geographies
- Outcome Orientation – Focused on measurable impact, efficiency gains, and value delivery across digital platforms
- Service Excellence – Expertise in designing and overseeing high-quality, customer-centric service delivery models
- Data Governance Expertise – Adept of data quality, reporting, and metadata standards
- AI & Automation Literacy – Familiar with identifying use cases and enabling adoption of AI, ML, and automation technologies
- Compliance Awareness – Knowledgeable in audit readiness, regulatory alignment, and cybersecurity policies
- Stakeholder Engagement – Effective communicator and influencer at all organizational levels, including executive leadership
- Organizational Development – Focused on talent up-skilling, knowledge sharing, and a learning-driven work culture
References
Available on request.
Timeline
Head of Service Quality (Interim)
DHL IT Services
04.2025 - Current
DGFF Service Director
DHL IT Services
06.2022 - 03.2025
Principal Service Delivery Manager
DHL IT Services
08.2019 - 05.2022
Senior Service Delivery Manager
DHL IT Services
04.2016 - 07.2019
Operations and Delivery Manager
IBM Global Services, DCCE
08.2013 - 03.2016
Team Lead
IBM Global Services, DCCE
11.2010 - 07.2013
IT Specialist 2nd Level
IBM Global Services, DCCE
09.2008 - 10.2010
Commercial & Editorial Manager
Arhipelago
07.2006 - 09.2008
Master of Science - Computer Science
Postgraduate Master's Program - ELITEC
04.2001 -
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