Carmen Ioana David Ardelean

I spearheaded the management of service requests and urgent enhancements, ensuring swift, effective execution aligned with customer expectations.
My role involved collaborating directly with the Architecture team to validate and align all incoming requests.
I demonstrated full ownership and accountability throughout the process, consistently managing and improving associated KPIs.
Furthermore, I led the planning and coordination of implementation across internal and external technical teams, making informed decisions to approve or reject requests while ensuring clear stakeholder communication.
I also drove data-driven improvements by generating comprehensive KPI and ad-hoc reports and led training initiatives to enhance team capability and performance.

As an IT Change Manager dedicated to major transport, logistics, banking, and retail clients, I was responsible for establishing and directing the full governance lifecycle of ITIL-aligned Change Management processes.
This included defining standards, driving organizational adoption, and ensuring consistent enterprise compliance across all ITIL processes.
I expertly evaluated all changes to determine their impact on critical Business and IT services.
Furthermore, I provided strategic oversight of the Change Advisory Board (CAB) and identified key integration and automation opportunities to drive efficiency.
This role required strong leadership and clear communication within a bilingual English and French-speaking team.

As an IT Service Manager focused on a major chemical industry client, I was pivotal in driving service excellence and maintaining client satisfaction.
I spearheaded the deployment of ITIL V3 principles to establish consistent, mature operational standards.
My role involved supporting strategic account planning and ensuring security and audit compliance through proactive management and review cycles.
I consistently delivered cost-effective service aligned with contractual commitments and provided essential support to the delivery team in managing contract changes.
I was directly responsible for all high-level service communication—from service interruption to root cause analysis—and for developing and managing continuous improvement plans derived from both technical analysis and direct customer input.

As the IT Change Manager for a major chemical industry client, I focused on establishing a robust, audit-ready change environment.
I served as the primary Change Authority, directly managing relationships with the Customer's Change Manager and System Owners.
My key responsibilities included chairing and leading weekly Technical CAB and Customer CAB calls, acting as the critical communication bridge between all parties.
To drive quality, I performed consistent change ticket assessments and translated RCA findings into actionable preventative steps to minimize future change failures.
I also leveraged my expertise to develop internal educational materials and provided targeted training to IBM teams on ITUP Process and the ISM Maximo tool.
As the IT Change Manager dedicated to a major automotive client, I held full responsibility for the governance of the Change Enablement process within a French-speaking environment.
I directed the entire change lifecycle, coordinating execution and driving process quality through daily engagement with technical teams.
Serving as the Change Authority, I rigorously reviewed and challenged Change Owners on all critical factors—from change completeness and risk categorization to the adequacy of remediation and resource plans—thereby ensuring process integrity and minimizing service disruption.
I also provided targeted support to technical teams to maximize compliance with documented ITUP standards.

As a Helpdesk Agent at IBM GSDC, I was a key member of the French-speaking team dedicated to a large automotive client.
My role extended beyond standard support; I served as the Security and Compliance focal point and a Call Coach under the Quality Team's direction, driving superior service standards.
I ensured all SLAs and KPIs were consistently met, while managing the complete end-to-end ticket lifecycle—from expertly resolving first-line technical queries and handling critical Severity 1/2 incidents, to monitoring queues and escalating issues immediately.
Furthermore, I played an active role in knowledge management, identifying gaps, and mentoring newcomers to maintain a high-quality, compliant service delivery environment.
I took on key leadership and quality responsibilities, I served as the primary focal point for both Account Specifics and Security & Compliance, ensuring all service delivery met rigorous client and regulatory standards.
Additionally, I functioned as a Call Coach, working directly with the Quality Team to mentor staff and enhance service consistency.
My contributions to team performance and dedication were formally recognized with the GPS-End User Services Excellence Award in 2012.