I lead IT service operations for the Coca-Cola HBC group in a complex, multi-vendor environment. My focus is stable, resilient operations: better service stability, performance and customer experience through clear governance, automation and data-driven decisions. I have led large transformations and vendor transitions, and I keep evolving the operating model across SIAM, ITSM and AIOps. I also teach Digital Strategy at the Technical University of Sofia, and after hours I build small products of my own.
Experience
Coca-Cola HBC
Sofia · 2017 to now
IT Service Operations Platform Manager
Apr 2026 to now
Lead the IT Service Operations department, 20+ people across application and infrastructure management, in a global multi-vendor environment.
Own incident, problem and service request management, including major incidents and service performance governance.
Run the SIAM model so vendors work as one team, with clear accountability end to end.
Set the operations strategy and North Star: stability, customer experience and transparent performance.
Drive AIOps, automation and observability towards proactive, predictive operations.
Platform Manager, Service Management
May 2023 to Mar 2026
Led ServiceNow as the enterprise service management platform across business and IT.
Managed a team of 20 spanning architecture, product management, configuration and development.
Grew and standardised the platform across functions through automation, consolidation and governance.
Digital Service Delivery Manager, Processes and Tools
Nov 2021 to May 2023
Product Manager for two Agile teams building ServiceNow capabilities, owning roadmap and delivery.
Moved service management towards Agile and DevOps ways of working, with QA automation built in.
Service Management and Delivery Automation Manager
Aug 2019 to Nov 2021
My first team: five people running the ITSM systems portfolio end to end.
Delivered a new ServiceNow portal and mobile app, Performance Analytics, asset discovery and CMDB improvements.
Insourced key ServiceNow administration for faster delivery at lower cost.
Experience, continued
Coca-Cola HBC
continued
SAP S/4HANA Test Manager (assignment)
Oct 2019 to Mar 2021
Test Manager for the S/4HANA conversion: 28 countries live in one weekend, reporting to the CTO.
Organised the largest user acceptance test in the company: 2,500 business users and 300 experts.
Reached 40% automation of the regression scope within project timelines.
Test and Delivery Automation Manager
Jan to Aug 2019
Moved SAP from two to six functional releases a year with Agile and DevOps practices.
Delivered the annual technical upgrade of 25 SAP systems with no business disruption.
Service Integration and Automation Expert
Sep 2017 to Dec 2018
Managed the vendors supporting the ITSM portfolio and tightened change management.
Led major escalations to restore service quality, reporting to senior management.
DXC Technology
Sofia
ITSM Consultant
Apr to Sep 2017
Led improvement programmes across Europe for accounts under customer escalation, and advised as subject matter expert for incident and problem management.
Hewlett Packard Enterprise (HP)
Sofia · 2014 to 2017
ITSM Consultant, Intensive Care
Aug 2016 to Mar 2017
Stabilised at-risk customer accounts by strengthening core ITIL processes, including assignments in Newcastle and Amsterdam.
Account Process Lead
Jun 2015 to Jul 2016
Standardised incident and problem management for a large EMEA customer within nine months.
Built incident heat-map reporting for proactive problem management: 15% fewer end-user incidents.
Incident Lifecycle Coordinator
Jun 2014 to May 2015
Analysed and reported incident flow, and made sure no ticket fell through the cracks.
Bulgarian Investment Agency
Sofia
Intern, Investment Development
Summer 2012
Helped prepare the Bulgaria Investment Catalogue of major projects since 2000.
“Technology only matters when it moves the business.”
