Zlatan Habibović

MSD is one of leading pharmaceutical companies in the world on its mission to bring the most inventive and accessible medicines to its patients. Currently I am part of AMS (Application Management Services) team where I am generally supporting Merck Manufacturing Division. At this moment I am an Application Lead for internal teams as well as partners and vendors for 40+ business and manufacturing applications. These applications are all handled under "Good Manufacturing Practices" in a highly regulated environment. Therefore, I am heavily involved in the GxP practices as well as in the overall D-SDLC (Digital System Development Lifecycle) process with focus on Run-to-Retire segment. Most significant applications I am currently supporting globally at MSD are Process Information Data Historian and its components (interfaces, tags, PI AF, PI Vision), Rt Reports, SIPAT (Siemens Process Analytical Technology), SBOL (SIMCA Batch Online) for more then 40 manufacturing sites; Digital Validation Platform (eVal), Global Artwork Management System and some smaller applications like Safety Management & Information System or Union Posting and Bidding Web Application. Throughout this period I was well versed at DEI initiatives as well as in corporate ethics. Main focus during this year was to bring automation in certain areas and service visibility in others.

PriceFx is a leading dynamic pricing software development company with a SaaS Cloud native solution. At PriceFx I was a Customer Success Manager. Mission of a Customer Success Manager is to ensure that customers achieve enduring success with pricing solutions developed by PriceFX. Customer Success Managers plays a crucial role in the company’s strategy & revenue stream planning. As a CSM I was guiding customers throughout their onboarding journey helping them to launch the implementation project and consequently the software adoption. I was the escalation point for all commercial and technical matters and the ultimate priceFx advocate. Helping customers to create their roadmap to drive and increase the value from their priceFx suite. During my employment at priceFx I've been the assigned partner for approximately 10 customer of various sizes from different industries such is packaging, chemicals, retail, construction, wood, steel pipes and others. My main contribution during the year 2023 was onboarding of few new customers, retention of several existing customers and closing new deals for approximately €300k.

Novartis is one of the leading pharma companies on its mission to "Reimaging Medicine". At Novartis I've been part of the Connectivity department within the organization responsible for global Wide Area Network services with focus on EMEA operations. I joined Novartis in a role of WAN Service Operations Expert that in time transformed into WAN Senior Network Services specialist. My responsibilities were spanning throughout most of IT Service Management competencies, most notably incident, change, problem, capacity, configuration, demand & ordering, vendor management as well as Service Level Management & Process Improvements, Benchmarking and other service aspects. My initial focus was to regain trust of business unites across EMEA and repair communication channels, re-establish governance and tight oversight over vendors operations activities and projects overall, connect and improve cooperation with Global Service Management function, improve KPI's posture and adherence to SLA's, reduction of incidents overall through identifying patterns and triggering proactive problem management, eliminate unauthorized changes and many other activities as per current requirements. Largest projects I have contributed to are deployment of SDWAN Technology throughout the organization and onboarding new Managed Services partner where I established the overall service governance and processes.

Fabory is a high quality fasteners, tools and various industrial articles supplier to diverse industries across Europe. At Fabory I was essentially occupying two different roles as an IT Business Support and also as a Service Delivery Manager. In role of an IT Business Support Manager I had direct line responsibility for BE, CZ & NL 1st line support team (IT Service Desk & Local IT coordinators). Responsible for people management of 8 to 10 direct reports - setting business goals in compliance with business strategy, career development plans, training and development plans for IT team members, attendance management, approving salaries/bonuses/merit increases. Evaluated business needs for CEE region (systems, equipment and support) and managed IT budget for Business support team.
In role of IT Service Delivery Manager I have developed IT policies and procedures ensuring a consistent design and adherence for Fabory Group. Owner of the Incident, Request and Escalation processes. Ensured compliance to SLAs & KPIs. Acted as a single point of escalation for incidents and overall IT requests and projects. Responsible for Vendor management. Main tasks in focus during my tenure at Fabory Group were to design, develop and establish IT processes (incident, change, problem, request fulfillment etc...) then to acquire and deploy a modern ITSM tool suitable for the company size (FreshService from FreshWorks) as well as to contribute to development of employee equipment policy.

Biggest part of my career was definitely during my tenure at IBM GSDC Brno where I spent 12 years. During this time I held various roles, most significantly a role of Service Delivery Manager for about 10 years, but also a role of Account Management Team Leader, Incident Manager, Problem Manager, Change Manager, and Focal Point for Monitoring Infrastructure. Throughout these roles I have supported countless customers in various industries spanning from oil rig through aluminum extrusion, retail, global breweries to luxury industry. Most high-profile customers I have supported as an IT Service Manager though were St Gobain, FNAC-Darty, SAB Miller, Hydro Extruded Solutions & Louis Vuitton Malletier. My responsibilities as an IT Service Manager were spanning through most Service Management competencies and ITIL based processes, cross-functional teams management and leadership, vendor management, crises management, managed security services. Provided managed services for vast array of technologies such are Z-series & Mainframe with DB2, P-series & Unix/Linux with Oracle, X-Series & ESX for Windows platforms with MSSQL, SAP ECC / S4HANA / NetWeaver, batch administration services and others.

Held several roles in small to mid-sized companies including Help Desk & Technical support for an ISP, Web Marketing assistant for a multilingual commercial web site with accent on Customer Service Management and also Sales & Marketing for a distributor of a medical devices such is Radiometer. Before that I have worked in unrelated fields that aren't subject of this curriculum vitae.